Zendesk Suite
ZendeskExternal reviews
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ZD is not stuck 1875, they define CSCX trends
What do you like best about the product?
The constant upgrades and improvements help my agents do their job better. While it is challenging to keep up with the changes, it gives me tons of headaches; it does keep me engaged and provides me an avenue to optimize my workflows. One major launch which I particularly liked was Agent Workspace. It was not perfect, but way better than the OG.
TLDR: It stimulates my brain. Also, happy agents = happy customers.
TLDR: It stimulates my brain. Also, happy agents = happy customers.
What do you dislike about the product?
I have been using ZD since vanilla; I noticed that recent product launches do not necessarily come with the relevant support and tools to make them efficient and effective. For example, Answer for Flow Buider was launched without a reporting tool. How do you expect me to justify and promote ZD to my Boss? I can't keep explaining that it is on the roadmap with no defined timeline.
While Messaging has been a significant game changer, many elements were not ready during launch. I can understand why many clients are hesitant to migrate from Chat to Messaging. I would have halted the migration, too, knowing the significant after-effects.
Sadly, ZD Support staff were unprepared and struggled to understand the difference between MSG and Chat. Honestly, seeking help for Messaging was not a pleasant experience.
TDLR: Messaging felt like a half-baked cake with flashy decorations.
While Messaging has been a significant game changer, many elements were not ready during launch. I can understand why many clients are hesitant to migrate from Chat to Messaging. I would have halted the migration, too, knowing the significant after-effects.
Sadly, ZD Support staff were unprepared and struggled to understand the difference between MSG and Chat. Honestly, seeking help for Messaging was not a pleasant experience.
TDLR: Messaging felt like a half-baked cake with flashy decorations.
What problems is the product solving and how is that benefiting you?
With the onset of Flow Builder for Answer Bot, it manages to help deflect away a significant number of Tier 1 queries by allowing customers to self-help. Additionally, the launch of the Answer for Flow Builder made it even better. We were not only limited to relying on option flows, but we were also able to provide intent and train the Bot to be a better Bot!
Quick and efficient resolution time
What do you like best about the product?
I didint realise the first request I made would get an answer so quickly because it said up to three days. So I started an another request. Overall very satisfied
What do you dislike about the product?
There was nothing that I disliked. I do wish that the system had given me the same type of warning I received after trying troubleshooting steps in another section of the admin center
What problems is the product solving and how is that benefiting you?
I was unable to add an external email address in to the email section of Zendesk, and I was not getting an error message. The rep asked me to throw it in another field so I could see the error message. Figured out in the end that the email was being used by an end user.
Good Support and tool for your business
What do you like best about the product?
We can get help support when we find a bug that may slow the services down. I like the internal note within the tickets as well.
What do you dislike about the product?
Sometimes it takes more time than I would like to solve a bug, or to receive an answer from support, they analyze the problems and not always it is accurate.
What problems is the product solving and how is that benefiting you?
Calls not ringing to the agents, phone icon not appearing to all agents, delay in sending emails.
Thorough Service
What do you like best about the product?
Prompt response time. Thorough research. Well tested and provided helpful and relateable articles to help troubleshoot.
What do you dislike about the product?
Lacked updates, sometimes 6-8 minutes without an update from the team. I had to engage to ensure the team was still there.
What problems is the product solving and how is that benefiting you?
Quick response time, no need to engage account manager. Offers more specialized support.
The most powerful support platform that I've ever used
What do you like best about the product?
The Zendesk platform is feature rich and has all the tools necessary to support our products across all channels. It simplifies our workflow to ensure that all support inquiries are resolved efficiently and to our customer's satisfaction.
What do you dislike about the product?
When an issue or question arises regarding the operation or configuration of the Zendesk platform, I feel that Zendesk support is lacking. The only mechanism for support is Messaging (really just creating a ticket), and most questions an not answered for a day or longer. Zendesk used to have phone and chat support, which was very helpful because you could get an answer to your question on the fly. But for some reason, these support channels are no longer available.
What problems is the product solving and how is that benefiting you?
Zendesk support ensures that all support inquiries are resolved in a reasonable timeframe and delivers knowledge to the agents as they help resolve each ticket.
I love the features available on Zendesk suite. It can be a bit overwhelming as a new user though
What do you like best about the product?
The reporting tool is very useful and a key dealbreaker
What do you dislike about the product?
Customization can be a bit complex to set up and that can be frustrating sometimes
What problems is the product solving and how is that benefiting you?
Access to support agent activities. A holistic view of customers' interaction
The best tool for Customer Support
What do you like best about the product?
Zendesk makes it simple to set up and support your customers. They have an excellent Help Center and an exceptional online community, which enables you to self-serve easily.
What do you dislike about the product?
Zendesk Explore reporting leaves much to be desired. The reporting is not live and can be challenging to navigate.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has enabled my team to do skill-based routing, helping to improve our FRT and resolution time.
Zendesk has empowered our team's support of users.
What do you like best about the product?
It's enabled our team to better handle support requests received ieved as well as paint a much clearer picture of who is requesting this support - and ultimately how to be more proactive (rather than reactive) with support.
What do you dislike about the product?
The difficulty to learn about the product without using the Knowledge Base.
What problems is the product solving and how is that benefiting you?
Effectively and efficiently supporting our users.
Always very good customer service!
What do you like best about the product?
An excellent system that makes supporting clients easy! Simple set-up and is very easy to use.
What do you dislike about the product?
It would be ideal if you could set up a default email address for all replies instead of using the address which the request came in from.
What problems is the product solving and how is that benefiting you?
Ease on communicating with clients.
Really good software but with inconvenient
What do you like best about the product?
What I like about Zendesk is how easy it is to manage tickets. You have the calls, emails, and internal notes in the same place. In the event of a problem, everything is easily found, the same for when a customer calls, and you want to know his troubleshooting history.
Many ticket forms are configurable, allowing you to adapt to the company's way of working.
The statistics, once configured, are enjoyable.
Many ticket forms are configurable, allowing you to adapt to the company's way of working.
The statistics, once configured, are enjoyable.
What do you dislike about the product?
The zendesk guide is not friendly to use. The feature is nice, but it is almost impossible to manage. It would take management like the Google sites.
On-call duty cannot be configured automatically. You have to manage the SVIs manually.
The SVA is not adapted to a telephone hotline but more to an email one.
The setup, in general, isn't great UX-wise. There are plenty of clicks to perform and a lot of menus that intertwine.
On-call duty cannot be configured automatically. You have to manage the SVIs manually.
The SVA is not adapted to a telephone hotline but more to an email one.
The setup, in general, isn't great UX-wise. There are plenty of clicks to perform and a lot of menus that intertwine.
What problems is the product solving and how is that benefiting you?
We are a company selling software for merchants such as loyalty or click and collect.
Zendesk allows us to manage the hotline with training, problems and customer disputes.
In use, Zendesk is much more pleasant than our old FreshDesk software.
Zendesk allows us to manage the hotline with training, problems and customer disputes.
In use, Zendesk is much more pleasant than our old FreshDesk software.
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