Zendesk Suite
ZendeskExternal reviews
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Great features
What do you like best about the product?
Versatility of features and the ability to have all the channels in one software
What do you dislike about the product?
Setup is hard and requires deep ZD knowledge
What problems is the product solving and how is that benefiting you?
we had an outage on day of of launching; now there are bugs where visitor names and emails aren't showing
Top ticketing system out there
What do you like best about the product?
Simply the trigger and automation rules are very detailed. You can fully customize it to your needs. With this multiple teams can use Zendesk based on their responsibilities. For example, you can have tiered support, specialists, experts and other departments as well like Sales and Account Managers, Abuse handling, etc. use one tool.
What do you dislike about the product?
Currently, I wish there would be a way to automatically delete tickets or send them to the suspended view based on automation or trigger. This would be very helpful in fighting spam emails and requests.
What problems is the product solving and how is that benefiting you?
In collecting all users' requests from many different sources into one tool. We are able to tag and label these, follow our performance and ensure that all user issues are logged and can be helped in a prioritized manner.
Our experience with Zendesk overall has been excellent.
What do you like best about the product?
Their high-quality documentation and excellent support made it very easy to implement. One of the best things about this is the fact that their forums tend to expand the documentation even further than what is written officially.
What do you dislike about the product?
Explore feels a little unwieldy and hard to use. Multi-branded instances also aren't as flexible as I might have hoped. I'd like to see more ability to segment brands.
What problems is the product solving and how is that benefiting you?
Operational efficiency in making sure our customers get responses and resolutions to their issues. We have been able to be more productive with less people. This has allowed us to respond faster, and spend less on staffing.
Ideal setup for a small team if you can bear the $
What do you like best about the product?
Omnichannel integration of email, phone, and chat across ticketing with good reporting.
What do you dislike about the product?
Certain key data points (Talk - agent productivity like how much away time etc) cannot be reported on. Talk dashboard does not have alerts/thresholds
What problems is the product solving and how is that benefiting you?
Trusted partner to capture all of our CS team's consumer interactions.
An evolving company providing great support for mid to big sized business
What do you like best about the product?
Fast reply time when having an issue. Always evolving.
What do you dislike about the product?
Not suitable for small business requiring more help developping.
What problems is the product solving and how is that benefiting you?
Improving stability, being aware of hiccups from our ends and working on solutions, and providing workaround when improvement on their end are not possible.
Steep Learning Curve but once you're set up and have the ropes--it's less bumpy
What do you like best about the product?
Triggers and macros. Automations. Zendesk also works with our 3rd pary QA system Maestro and other apps that we use across the company making it pretty easy to integrate with others.
What do you dislike about the product?
support is sometimes lacking--I often do my own research for articles and reach out to support if it's unhelpful. I feel like they often don't know the answer and offer me articles I already looked at.
Messaging answerbot flow and chat features
Zendesk explore
Messaging answerbot flow and chat features
Zendesk explore
What problems is the product solving and how is that benefiting you?
Answering a large amount of tickets from one support space across all agents. Easy to answer tickets quickly using macros and setting goals through sla's
ZenDesk is the Industry Standard for a Reason
What do you like best about the product?
I love the speed and simplicity of deployment. Implementation does not require any special services and can be stood up very quickly. Using ZenDesk Support has a short learning curve and there are many self guided training sessions to come up to speed very quickly
What do you dislike about the product?
Some of the legacy features are still enabled alongside the new features. It can be confusing for a new implementation as to which version of the feature to deploy as well as some of the documentation on how to accomplish your specific goal.
What problems is the product solving and how is that benefiting you?
Providing rapid customer support the way the customer wishes to receive it. Allowing my organization to provide information to customers to decrease ticket volumes and allow for a higher degree of self service.
Zendesk easy usage
What do you like best about the product?
Very easy to use, has easy API integration, and good documentation.
What do you dislike about the product?
Some basic reporting options are not present, and more documentation around call center standards for metric creation (formulas for AHT, etc)
What problems is the product solving and how is that benefiting you?
Working really good for multi-channel support.
Good product, but could improve
What do you like best about the product?
Mostly easy to use, easy interface. Customizable
What do you dislike about the product?
Explore has room for improvement, the tool to create metrics is not easy to use. Talk features are not intuitive to setup.
What problems is the product solving and how is that benefiting you?
We use zendesk for all our customer interactions, talk, voicemail, chat, emails
Good, But It can be better
What do you like best about the product?
The macros, automation and integrations are pretty useful, and the explore feature gives you a great form to create analytics reports but is kind of difficult to learn how to use it.
What do you dislike about the product?
The main View, is not very customizable you need to create another view, is kind of difficult to, search for a group of tickets. Always need to make a view. And you cant see all the views that you created.
Another point I would like to have like a CSV extract to see all the ticket DATA.
And for the last, It will be great to have an option to split tickets.
Another point I would like to have like a CSV extract to see all the ticket DATA.
And for the last, It will be great to have an option to split tickets.
What problems is the product solving and how is that benefiting you?
The main necessity that zendesk is solving for us is that we could track our tickets in a very good way, to satisfy our customers.
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