Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Lots of good features but you need time to find up to date documentation
What do you like best about the product?
Tried and true ticketing system. Messaging, the newest channel for communicating with customers, integrates well with ticketing system.
What do you dislike about the product?
Documentation is not up to date. Searching for "how to" is difficult. I'm supposed to have an Account Manager but as you can tell I've never connected with them. Customer service is helpful but they tell me my Account Manager will only correspond through email. What use is an Account Manager that won't talk to customers?
What problems is the product solving and how is that benefiting you?
Trying to get Live Data. Turns out that this is Beta and currently not available. Later find out that the documentation was wrong in saying that is available for Professional Plan. This is only available for Enterprise Plan.
Recommendations to others considering the product:
Zendesk is not cheap. Make sure you need all the bells and whistles.
Use Zendesk Everyday - good for collecting a lot of information
What do you like best about the product?
Zendesk is good to keep all of your customer information in one place/software - you can keep new, old, priority, etc customer tickets. It can hold a ton of customer information.
What do you dislike about the product?
I wish there was a little more organization of how the information was kept - right now, searching for something can be hard.
What problems is the product solving and how is that benefiting you?
Answering customers very easily. Can route tickets to different departments so they can take a look, very easily.
Recommendations to others considering the product:
Great for large teams
Issue logging in with a new account
What do you like best about the product?
Response was prompt, CSR quickly analyzed issue and provided options
What do you dislike about the product?
I ended up having to have our local admin add me to the account. CSR nor Sales was able to do so. At least, I was able to do it quicker internally.
What problems is the product solving and how is that benefiting you?
We are rapidly growing and need a built out solution for handling more tickets without hiring more help desk techs. Guide and self serve Help is how we are solving.
Awesome Product
What do you like best about the product?
Features and ease of usage, User friendly.
What do you dislike about the product?
None as of now, everything is working fine.
What problems is the product solving and how is that benefiting you?
Tracking the client requests, follow up and status of any query
Zendesk Suite is simply the best given it's a one payment for almost all of the ZD Product
What do you like best about the product?
You can do pretty much everything custom fields, macro, trigger, automation and many more.
What do you dislike about the product?
When you are on lower plan like Professional it does not have Sandbox
What problems is the product solving and how is that benefiting you?
Simplified ticketing system specially if you have multiple brand. You can use 1 single suite plan/instance in multiple brands
An easy to use customer suite with essential functionalities
What do you like best about the product?
Easy to use templates for emails is a great feature. Campaign and bulk email functionalities works easily
What do you dislike about the product?
Custmer service could have been better with respect to issue handling quality and pace. There is alot of pending issues yet to be addressed
What problems is the product solving and how is that benefiting you?
Data accumulation is one of the biggest problem that ZenDesk has solved easily, especially the self-service resource center is a bonus!
Overall a quality CRM platform that is simple to use out of the box
What do you like best about the product?
Zendesk is simple to use out of the box. The platform supports talk, chat, and email with minimal tech resources for the smaller organizations to get started.
What do you dislike about the product?
While ZD is easy to use, there is minimal pre-made reporting for the different contact channels. It is designed for each organization to develop their own reporting but SMBs may not have the tech expertise to develop it.
What problems is the product solving and how is that benefiting you?
Zendesk was able to provide my organization with a simple single solution that included common communication channels with consumers along with ticketing in a single package.
Recommendations to others considering the product:
Zendesk is easy to implement and get up and running but will need some expertise to learn to use its full functionality.
Great product but no assistance with setup
What do you like best about the product?
If you have the time and resources, there are infinite ways to customize this platform.
What do you dislike about the product?
Development/customization comes at a high cost. The support options are minimal (no phone number to call) unless you pay additional.
What problems is the product solving and how is that benefiting you?
It allows us to centralize all our communications via email and keep records of our email communications with customers.
Good tool and service, a bit pricy though
What do you like best about the product?
Lots of possibilities to automise and set triggers. The help center is a good feature as well. I like that you can have internal and external content.
What do you dislike about the product?
You can have macros either for a group or for one person. If you want to have a macro for two people you need to set up a group. That is a bit complicated.
What problems is the product solving and how is that benefiting you?
We manage all our written customer communication with zendesk and have all departments involved in zendesk so that they can give their feedback, too.
Recommendations to others considering the product:
It's a pricy solution compared with the competition, but it gives a lot of features others do not offer.
Good experience with minor quirks.
What do you like best about the product?
I love that any time I want to expand ZD capabilities, there are always a ton of different help center articles and comments with agents helping other users who are in a similar predicament as I. So let's say I need to tweak ZD to do X and there's not an official way to do it, I can get pretty darn close to finessing it with a mix of the article and the comments of the article. I also love the ability to really customize how you want the ticketing forms to look.
What do you dislike about the product?
Currently, this Z Bot that pops up after moving to any new part of ZD (whether it's a new ticket, a new view, a new tab in ZD) it follows me around and auto-opens. If you're going to give us new features, give us the ability to turn them off. Now all I heard from my agents is that they hate this. Additionally, different parts of ZD were clearly built by different UX designers. For example, to view/edit my own views, they put it in this weird drop down in the admin center > views section that makes it very difficult to navigate... it's not designed for common sense (respectfully). BUT in another section of Zendesk, like maybe fields or forms or something in Explore, everything is completely easy to grasp. Just the design of ZD is not consistent which makes it difficult.... hence the need for more guidance to help center articles. But sometimes that can be really tricky because I need other departments to do X task for me, but to even navigate to the part of ZD that does that I need to write very clear instructions to my team -- because again, the design is funky, inconsistent across the platform, etc.
What problems is the product solving and how is that benefiting you?
Our main problem was needing more clarity on classifying/collecting data from tickets. A lot of ticketing systems don't let you customize, so I appreciate Zendesk's ability to let me do that.
Recommendations to others considering the product:
It takes at minimum 1 month to get things set up for a support team of less than 5..... definitely takes a lot of work in the beginning but sooooooo worth it once you have everything working and going.
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