Zendesk Suite
ZendeskExternal reviews
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Great customer service portal with good integrations into multiple platforms
What do you like best about the product?
I like how it allows me to deal with customer service issues that both arise through email and through facebook messages. It also seems to tie into our instagram so that is also very helpful. For a short period of time we used the chat and phone features, they were great too. They just didn't work with our resources.
What do you dislike about the product?
Sometimes I'll need to refresh the page I'm looking at to see updates for a ticket. The preview will update faster than the ticket itself which can be annoying but doesn't happen frequently. We've also intermittently ran into issues with customers not receiving our responses but haven't been able to fully track that down.
What problems is the product solving and how is that benefiting you?
It lets us keep all our customer service information in the same spot. It is very helpful because it is easy to pass tickets between multiple people and then go through and reference older tickets.
Recommendations to others considering the product:
The platform seems to be most useful when you have several representatives.
Issue Zendesk Availability Resolved
What do you like best about the product?
Quick reaction of the Zendesk chat. The bot immediately forwarded to a support agent that reacted on very short notice
What do you dislike about the product?
A bit difficult to find where to enter a support request
What problems is the product solving and how is that benefiting you?
We could not access our Zendesk instance, hence we could not answer our customers and our customers could not access the system, eg the Knowledge base
Recommendations to others considering the product:
We have worked with several Service Systems. Own development, Netsuite, Salesforce, they all have their advantages but Zendesk has clearly been built with Service Management as the base. It covers "all" aspects and is extremely user friendly.
Best of breed support system
What do you like best about the product?
Deep configuration options. From automations to triggers, you'll be able to fine-tune your system to suit your needs. This is actually the only system that I've used that I would recommend to someone else. I've tried Freshdesk, Desk.com, Gorgias, etc. Zendesk has the most platform integrations and customization.
What do you dislike about the product?
Reporting could be a lot more intuitive. A wizard of some sort would be helpful. A lot of stuff you will have to figure out on your own through trial and error and the help of support. Reporting on tags could be a lot better.
What problems is the product solving and how is that benefiting you?
Without Zendesk, we wouldn't be able to keep our customer inquiries and complaints straight. We have complex quality process since we sell medical devices, and we have configured Zendesk to handle escalations to multiple people and multiple teams so that everyone is in the loop.
offers an excellent experience
What do you like best about the product?
Easy and fast integration
Easy setup
Good expreince
Easy setup
Good expreince
What do you dislike about the product?
customer representatives do not respond quickly
What problems is the product solving and how is that benefiting you?
it allows me to manage the communication network easily
I like it here....support is nice :)
What do you like best about the product?
The staff is kind and thorough. I appreciate the fast help.The easy to comprehend layout of the suite is also appreciated
What do you dislike about the product?
I dont dislike anything, it may be because i first started my job using Zendesk and haven't tried other platforms but i enjoy working with Zendesk.
What problems is the product solving and how is that benefiting you?
Not having many problems but just having transparency has helped. I'd say the ease of use helps us focus on client issues.
My Zendesk Experience
What do you like best about the product?
The views, the SLA adjustments, the triggers & automation, the macros I can create to have faster responses which can also be helpful when I cannot remember the perfect phrase to use for a specific topic.
What do you dislike about the product?
The main downside is the Light-Agent license...
I need the rest of my company to have access, even though they are not working on the system like me.
Sometimes I need to have 2-3 members that can submit a response or just update a certain field once in a while, and the Light-Agent license cannot even provide "field update" action.
They need to ask me to do it for them every single time. Sometimes there can be a whole week with no requests, sometimes they need me to do it for 2 days in a row and interrupt my work for simple actions.
I need the rest of my company to have access, even though they are not working on the system like me.
Sometimes I need to have 2-3 members that can submit a response or just update a certain field once in a while, and the Light-Agent license cannot even provide "field update" action.
They need to ask me to do it for them every single time. Sometimes there can be a whole week with no requests, sometimes they need me to do it for 2 days in a row and interrupt my work for simple actions.
What problems is the product solving and how is that benefiting you?
It solves the need to have all the requests gathered in one place, organized in different views for different groups, documented for each topic requires ongoing investigation to come back to, and has so many customizations available.
It also solved another teamwork I needed to sort and configure by using the API into tickets, so the issues will be resolved one by one and not be missed in different emails.
It also solved another teamwork I needed to sort and configure by using the API into tickets, so the issues will be resolved one by one and not be missed in different emails.
Excellent Help Desk Support Tools
What do you like best about the product?
ZenDesk is very configurable so it works well for each of our clients based on their needs.
What do you dislike about the product?
The cost is an issue - each time we upgrade it gets more expensive but we do get more useful features.
What problems is the product solving and how is that benefiting you?
It helps us track questions and improve business processes.
Used this in one of my previous job, great interface. Very neat and tidy.
What do you like best about the product?
Like I mentioned before, the interface is brilliant.
What do you dislike about the product?
The queues sometimes take a little longer to refresh.
What problems is the product solving and how is that benefiting you?
Used it in a previous role, was very handy in handling customer support requests.
The Full Package and the Last Stop in Customer Service
What do you like best about the product?
Before Zendesk, customer service was all over the place. Since migrating to Zendesk, our response time and quality have improved significantly. The support they offer is amazing also! Can solve any problem within the hour.
What do you dislike about the product?
I cannot think of any downsides! Perhaps the cost of hiring additional agents. I only wish it were cheaper so I could add more of my team. We are a small business and so the cost can be significant.
What problems is the product solving and how is that benefiting you?
It has allowed us to centralise our customer service systems, improve response time and quality, and overall upgrade our customer experience across multiple brands at once. The only platform I would ever consider for customer service.
Recommendations to others considering the product:
Spend time training and familiarizing yourself with the setup before getting to work! There are a lot of different things to consider.
Zendesk makes tech. support fun!
What do you like best about the product?
Clean, simple interface to manage all customer support, and share tickets with colleagues. Extensive search of past tickets, excellent for training new hires.
Zendesk never ever loses your partially-entered text, in case you accidentally close a window before replying.
Pasting images & graphics in a ticket is essential for good customer communication.
Clean, clear and simple dashboard to manage all outstanding tickets.
Zendesk never ever loses your partially-entered text, in case you accidentally close a window before replying.
Pasting images & graphics in a ticket is essential for good customer communication.
Clean, clear and simple dashboard to manage all outstanding tickets.
What do you dislike about the product?
Nothing to dislike, really. Except not being able to underline text.
What problems is the product solving and how is that benefiting you?
Zendesk enables us to manage and respond to all customer support. Nothing gets lost, no customer gets overlooked. Zendesk makes tech. support a pleasure.
Recommendations to others considering the product:
Good value for the money. Best way to do support. Nothing falls through the cracks. Easy to share and assign tickets. Excellent for training of remote personnel.
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