Zendesk Suite
ZendeskExternal reviews
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Zendesk is a powerful tool for small businesses
What do you like best about the product?
Zendesk Suite includes ways for us to communicate with all our external stakeholders in one place, across a number of channels. It means we can centralise communications and handle them as efficiently as possible. The more advanced tools also allow us to design work flows for better handling of queries, and also report on our performance.
What do you dislike about the product?
Zendesk Support Suite is a pretty significant investment for a small business, especially one in South Africa, given that the rates are dollar-denominated. Sometimes it can also be a bit challenging to figure out how to use some of the tools. The documentation is generally pretty good though.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us keep all customer and supplier communications in one place and make sure that everything is seen to appropriately and in a timely manner.
More organized
What do you like best about the product?
I'm able to track tickets I'm working on better & make notes to myself and other
What do you dislike about the product?
The setup could be more straightforward or reps could be more hands-on. Some settings aren't intuitive.
What problems is the product solving and how is that benefiting you?
Tracking requests for access and tasks that need to be completed. Everything is in one spot
The team responded to my inquiry quickly and had a resolution despite the vagueness of my concern.
What do you like best about the product?
I appreciated the response from the live agent.
What do you dislike about the product?
I found it confusing to connect with a live agent. I was not sure which type of agent I needed to speak with.
What problems is the product solving and how is that benefiting you?
They are helping me solve technical issues that hinder communication with our customers.
Zendesk is mostly fab
What do you like best about the product?
It is pretty easy to use once you get the hang of things. There are a lot of ways to customize the product that help us accomplish CSX tasks quickly. I especially like the MACROS you can add to a whole team or just for yourself.
What do you dislike about the product?
We should be able to change the background to a dark theme based on the time zone you are in.
Opening multiple tabs create issues with the phone feature, where it will not work.
Often have to keep allowing ZD to use my computer mic for calls. That little phone box gets a little angry red exclamation point quite often
Opening multiple tabs create issues with the phone feature, where it will not work.
Often have to keep allowing ZD to use my computer mic for calls. That little phone box gets a little angry red exclamation point quite often
What problems is the product solving and how is that benefiting you?
Allowing us to handle a high volume of tickets and organize them fairly well. I like that I can see my own personal tickets to follow up on and the whole group so if my tickets are fone I can go wherever I am needed.
Zendesk is an extremely clear and easy-to-use Support Suite and I would definitely recommend it.
What do you like best about the product?
The layout is great which improves workflow
What do you dislike about the product?
I cannot think of anything that I dislike personally.
What problems is the product solving and how is that benefiting you?
It is letting us respond to our customer queries quickly and efficiently
Strong product, excellent service.
What do you like best about the product?
Support is there for you at any time. Different types of professionals guide you along the way of implementation and make sure all the I's are dot. At any stage you feel secured of success and get to work with an outsanding product, tailored to your needs.
What do you dislike about the product?
When starting, it can come across as slightly overwhelming. Making sure you cover the needs can be challenging, as professionals could tend towards making things slightly to complicated.
What problems is the product solving and how is that benefiting you?
It provides a strong structure of knowledge which could be easily spread out over different places. This knowledge can now be easily collected, shared and transferred.
Zendesk Suite Solution
What do you like best about the product?
Easy to implement, flexible in configuring workflows. The reporting capabilities within Explore have significantly improved. Improved article management in Guide, but still lacks in certain areas.
What do you dislike about the product?
Talk essential is limited as far as flows setup and routing a call. Datetime fields are limited in using them in trigger/automation conditions. The views are limited in displaying the information needed. No option to differentiate light agent roles, or segregate better these internal users. The articles cannot be replicated to the other languages if needed to; it requires a manual copy-paste.
Zendesk support change that now requires you to go via a bot and is hard to get to a person to talk to, is a negative chagne. We need immediate answers, so we are agile - it takes to long to get an answer.
Zendesk support change that now requires you to go via a bot and is hard to get to a person to talk to, is a negative chagne. We need immediate answers, so we are agile - it takes to long to get an answer.
What problems is the product solving and how is that benefiting you?
Faster contact with customers increased visibility of how we perform.
Great case management tool for operations who want to focus on an awesome AX and CX!
What do you like best about the product?
Quick package of all basic solutions for a great ticket management system.
What do you dislike about the product?
Guided mode and real-time monitoring should be included below Suite Enterprise.
What problems is the product solving and how is that benefiting you?
Centralizing all customer interactions and valuable customer data. Operations can quickly be on-boarded for an easy-to-use ticket platform.
Good communication
What do you like best about the product?
I like that the support team answer by asking me questions to make sure they have understood my query, so they give me the right answer
What do you dislike about the product?
The time and also not always good step by step instructions on how to resolve certain issues when being linked an article etc.
What problems is the product solving and how is that benefiting you?
How to improve my metrics dashboard
Great tool for a support team!
What do you like best about the product?
Zendesk has many great features, from macros to reporting and particular triggers. If leveraged correctly, Zendesk will make your support team as efficient as it can be. There is a lot to explore from within the suite, so I recommend taking that extra time to get familiar with most of its features. We are still discovering features daily!
What do you dislike about the product?
My only comment here is that some of the features are not as intuitive as you would think, in addition to some basic customization you would think is possible, but either requires coding or is just not possible to do.
What problems is the product solving and how is that benefiting you?
Zendesk is giving our team the chance to provide a fantastic support experience to our clients by centralizing tickets, creating workflows and enabling us to get reports to keep track of all interaction, CSAT scores, SLAs and so much more.
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