Zendesk Suite
ZendeskExternal reviews
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Ease to configure, good updates and new features, social media integration and nice support features
What do you like best about the product?
Ease to configure, integration with social media (Facebook, Instagram and Twitter), flow builder / bot setup.
What do you dislike about the product?
Whatsapp channel is a bad integration, very few options.
What problems is the product solving and how is that benefiting you?
We were trying to solve the way to measure our NPS score. With Zendesk Support + NPS licenses, it was sold.
Zendesk is at the heart of our business
What do you like best about the product?
One stop shopping. All of our contacts with our customers, from a support perspective lives under one umbrella.
What do you dislike about the product?
Too disjointed. Since Zendesk is essentially a conglomeration of multiple tools they are not consistent between the various 'channels'. Also, we've been told that more data from Zendesk Talk would be made available in a dataset in Explore "soon" it still is not there. The missing data, which is visible on a sort of 'daily' basis, is crucial to managing a call center.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to cover all of our various support channels, across several "brands" and to do so from one main interface. Various groups can share a ticket so we are not sending the customer to different interfaces or having to repeat themselves. Additionally, the reporting allows us to track our KPI fairly easily.
Things went very well - some functions moved places on the screen and I was not aware
What do you like best about the product?
It was a quick resolution with accurate results.
What do you dislike about the product?
Nothing really - it was pretty quick and easy
What problems is the product solving and how is that benefiting you?
Some functions moved and I was not aware. They helped me locate the new spot.
Zendesk support suite is user friendly. Easy to track work report.
What do you like best about the product?
Zendesk UI and ticketing system i like much in zendesk. Zendesk has more modules that will help Good CSAT. Explore gives us valuable data to calculate the KPI.
What do you dislike about the product?
Few features are not available in zendesk. Zendesk support is not up to mark. Delay in response from Zendesk Support advocacy team, and even we didn't get a proper solution on time.
What problems is the product solving and how is that benefiting you?
Merge and unmerge the organization.
Need the option to edit closed tickets.
Merge and unmerge the Contacts.
User restriction on Ticket fields.
Need to have more features to Log reports.
Need the option to edit closed tickets.
Merge and unmerge the Contacts.
User restriction on Ticket fields.
Need to have more features to Log reports.
easy and quick support
What do you like best about the product?
The most helpful of zendesk suit is that the response time is quick and to the point where we have explained our problem so there is no too much back and forth.
What do you dislike about the product?
Nothing so far. Thanks for the wonderful support.
What problems is the product solving and how is that benefiting you?
basic app and integration issues.
Recommendations to others considering the product:
straight forward and simple UI
Very comprehensive, but hard to penetrate
What do you like best about the product?
Zendesk does everything - socials, email, phone. The support interface is intuitive to use once it is set up. The help articles are very through and easy to search.
What do you dislike about the product?
There are a lot of hidden costs, it is hard to understand what you need until you are in there. I am paying more than I was expecting. Further is it quite complex to set up, that said the help desk staff are excellent.
What problems is the product solving and how is that benefiting you?
We have multiple waterparks across provinces, Zendesk is allowing a remote team to serve all waterparks from any location. We are also able to get a more concise idea about what our customers are looking for by seeing everything in one spot.
Recommendations to others considering the product:
Make sure you have ample time to set it up.
Be prepared for increasing costs
Be prepared for increasing costs
Organized Life Saver
What do you like best about the product?
Functionality tied into the app. Access to the Support ticket booth is always at your finger tips. The internal notes/replies makes working with department coworkers a dream. Company access to the Guide homepage makes distributing 'how-to' information too easy!
What do you dislike about the product?
Searching for tickets and merging could be made easier. You have to memorize the ID # to merge instead of a search function. This would make that feature much faster instead of only showing recent tickets.
What problems is the product solving and how is that benefiting you?
The ticket booth under Support for collecting IT requests makes it easier to track and organize user requests. Searching for older tickets can also make it simple to solve recurring issues. Internal notes also allow department team members to share information on tickets without having to constantly notify the requestor. Macros and templates make responding to repetitive requests much faster
Recommendations to others considering the product:
If you currently don't have a system for tracking user requests, responding, and internal communication for department users, I would recommend looking at Zendesk Support
Friendly and knowledgeable staff, but default support is chat so back-and-forth is somewhat delayed
What do you like best about the product?
Provides excellent customer records of exchanges and needs, makes responses more efficient from staff, and staff performance is easy to identify.
What do you dislike about the product?
No sorting tickets by Subject, no cold transfers for live phone calls (person must answer to leave a voicemail)
What problems is the product solving and how is that benefiting you?
helping us identify the bigger picture, regarding the trends and needs of our customers and where best to put our resources and efforts.
All-in-one hub for any size customer service team
What do you like best about the product?
Transparency of issues reported to customer service help desk. Ability to send tickets from a client to the integrated Sell app for a sales team member to review. Integrated functionality of voice calls, emailing, and live chat support.
What do you dislike about the product?
Inflexible reporting metrics (unless you upgrade this service). # of emails that are sent to the end-user before adding rules and automation. Inability to view logged-in user activity (as you would on Sell activity feed)
What problems is the product solving and how is that benefiting you?
Not too sure yet. We have regular chats with our support team but I am not aware of any developments coming up the pipeline which would directly benefit my team.
Simple and Complex workflows can be managed well
What do you like best about the product?
partnering with Zendesk and general admin support has been excellent - their customer support would be my first recommendation. zendesk has been a helpful tool for structuring our workflows. ticketing has been a very effective way of tracking our different processes and ensuring that none get left behind and identifying gaps and redundancies. the explore tool for reporting and analytics has limitations and a learning curve, but has a nice look and has seen good improvements in the past few months.
What do you dislike about the product?
for as heavy as our email channel is, it is difficult to really extract data from tickets created that way. over time and with concerted effort with other teams, we have been able to rework emails to better fit zendesk. it seems like there is a lot of work that is needed to help zendesk handle and manage tickets. many permissions and other config feel like they're 80-90% done. there have been improvements to the granularity of different settings, but more needs to be done.
What problems is the product solving and how is that benefiting you?
zendesk has been massive helping us turn around many disparate email practices across different teams and creating transparency and improved record retention. privacy between tickets has been an issue - while group permissions on ticket access can manage some use cases, there is more work to be done in that regard.
Recommendations to others considering the product:
how significant are your reporting needs, and do the out-of-the-box dashboards meet them? how diversified are your end users, and will you be supporting outside the support center?
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