Zendesk Suite
ZendeskExternal reviews
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Amazing Tool for Small Teams with Large Customer Bases
What do you like best about the product?
The ticketing format and overall cohesiveness of the platform are bar none of the best out there. Our team went from working out of a single sales email address to this glorious multifaceted workspace that can be customized to each agent's needs and preferences (for the most part) and the integration it has with our storefront provider, Shopify, is phenomenal.
But my absolute favorite part of it all is the ability to create a truly robust Help Center. We just recently updated ours to be available in Japanese which is our fourth largest customer base other than the UK and Canada. English to Japanese is a huge leap, but being able to use dynamic content to contextually provide translation has been fantastic.
Zendesk has been a dream to learn and implement and the ease of doing so cannot be understated.
But my absolute favorite part of it all is the ability to create a truly robust Help Center. We just recently updated ours to be available in Japanese which is our fourth largest customer base other than the UK and Canada. English to Japanese is a huge leap, but being able to use dynamic content to contextually provide translation has been fantastic.
Zendesk has been a dream to learn and implement and the ease of doing so cannot be understated.
What do you dislike about the product?
The inability to cycle through ticket tabs with a keyboard shortcut and the inability to rearrange those tabs by clicking and dragging is frustrating for all members of our team. Also, not having a built dark mode is annoying. There are paid extensions to work specifically with Zendesk, but in this day and age, you would hope for the option to be included for free by default. You can use browser extensions and Opera offers the option to force dark mode on webpages, but I'd rather it just be offered through Zendesk to begin with.
What problems is the product solving and how is that benefiting you?
We used to work out of a single email account and one of the biggest issues was customers sending multiple emails, or responding to their first one which would push their email thread to the top of the inbox, which we worked backward through. Switching to the ticketing format has enabled us to track everything and keep everything to a much, much higher degree. We are also able to see and understand the context of every interaction much more easily.
The Flagship. Reliable, Smart, and Flexible
What do you like best about the product?
Massive and stable features
Agents Interface
Truly an omnichannel
Integrations. Integrations. Integrations
Flexibility and Dynamic tool
Relative Ease in Setup
Superior Whatsapp Integration
Agents Interface
Truly an omnichannel
Integrations. Integrations. Integrations
Flexibility and Dynamic tool
Relative Ease in Setup
Superior Whatsapp Integration
What do you dislike about the product?
Sometimes Support takes longer times to respond to issues that might be a showstopper for business
Very Expensive Plans
Brands management (If not on Enterprise)
Chatbot is very limited
Very Expensive Plans
Brands management (If not on Enterprise)
Chatbot is very limited
What problems is the product solving and how is that benefiting you?
I am using Zendesk across 3 literal brands under the same company. Over 250 live agents.
Zendesk covers all needs from Customer Complains, Inquiry, Sales, Aftersales, Tech Support, and much more
Zendesk covers all needs from Customer Complains, Inquiry, Sales, Aftersales, Tech Support, and much more
Recent Case
What do you like best about the product?
Ease of setup and use, Initial workflows are easy
What do you dislike about the product?
Lack of customizations without support assitance
What problems is the product solving and how is that benefiting you?
Knowledgebase article questions
Courteous and patient, stuck with me to resolution.
What do you like best about the product?
Reps are very knowledgeable and courteous, they were patient with me and stuck with me until resolution.
What do you dislike about the product?
It took awhile to get them to understand the issue and at times took a long time to get a reply.
What problems is the product solving and how is that benefiting you?
Keeping track of issues, zendesk does great with auto replies, organizing my work and keeping me on my toes.
They answered all my questions and conduct me to the right path !
What do you like best about the product?
quick response time - it helps to build a reliable relationship with customers
What do you dislike about the product?
I'm not sure If I can answer to this since my experience was reallly good
What problems is the product solving and how is that benefiting you?
an issue related with ticketing
Easy to Administer
What do you like best about the product?
The admin portal is laid out to be easy enough to find the area you need to meet a business requirement
What do you dislike about the product?
Sometimes settings can be redundant and finding the right steps to accomplish a request can take you down a rabbit hole trying to find the right documentation from zendesk.
What problems is the product solving and how is that benefiting you?
Allows us to manage incoming requests from different channels and implement metrics on these requests quite easily.
Chatting with a real person.
What do you like best about the product?
The most helpful thing is the ability to chat with a real person, not a bot.
What do you dislike about the product?
At first I was taken to a bot which was very frustrating. Once I was given a person to chat with, I was much more pleased.
What problems is the product solving and how is that benefiting you?
Solving the ability to communicate with my customers, which is extremely important to my business.
Has almost everything we need in one system
What do you like best about the product?
I like the ease of use when it comes to Zendesk. For the most part its user friendly, even when building out triggers and other admin functions. If I'm ever confused, the documentation and courses available are written well and always get me on the right track.
What do you dislike about the product?
It would be helpful if there was a way to export more data from Zendesk such as Triggers, Macros, etc.
Also, a better built in bot system
Also, a better built in bot system
What problems is the product solving and how is that benefiting you?
For being a medium sized business, ZD helps with managing and scaling all our support requests. Whenever we have a feature request that involves Zendesk, we can usually find a way or an offering within Zendesk to help us get it done.
If you are looking for a full solution, Zendesk is the way to go.
What do you like best about the product?
Zendesk provides a full solution; they spend a lot of time thinking about user experience in support and develop their product around that. I have learned to love Zendesk as I have used more and more of it.
What do you dislike about the product?
1. The add-ons - it is hard to justify purchasing additional add-ons; they should be a part of the licensing, especially Enterprise licenses.
2. Even when Zendesk is a full solution, there are gaps in the product where you look outside solutions to get things done. A good theme for the Support Guide is an example of this. The default options are very limited.
2. Even when Zendesk is a full solution, there are gaps in the product where you look outside solutions to get things done. A good theme for the Support Guide is an example of this. The default options are very limited.
What problems is the product solving and how is that benefiting you?
With Zendesk Support Suite, we manage and run our support function for our org. We manage our Support SLAs with Zendesk Support Suite. We also manage our Help Center on Support Guide.
Review of Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is a great fit for our customer support team. With the help of integrations like Playlist, we're able to handle a high volume of customer contacts with a small team. Triggers and automations make our job simple and easy!
What do you dislike about the product?
Zendesk's own support team isn't exactly at 10/10 in my opinion. When our agents are encountering errors or when we have questions/concerns about features, it can take quite a while to actually get in touch with an agent and often the responses we receive aren't helpful. I'll also note that the Zendesk team is quick to say that certain features are in development/in the pipeline but then allow literal years to pass without any update on those features.
What problems is the product solving and how is that benefiting you?
Zendesk helps our small team manage a high volume of contacts via email, phone, and chat. Working in SaaS, it's important to be able to provide instant service to our customers, and the tools we're able to use for ticket routing and agent availability make it very easy for us to be fully available for our customers 24/7.
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