Zendesk Suite
ZendeskExternal reviews
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Review of Zendesk as a ticketing tool.
What do you like best about the product?
Zendesk allows agents to open multiple support cases in the same browser tab without any lag! When I try to revisit the open cases, there is no time wasted in reloading, which, on a busy day is a life saver!
Also, the software downtime due to updates or bug fixes is bery minimal.
Also, the software downtime due to updates or bug fixes is bery minimal.
What do you dislike about the product?
I've had issues integrating Zendesk with other tools like Flux leading to more cases being assigned to agents than what they should be getting. Although this is not an "Everyday issue", it is still a minute wrinkle that needs to be ironed out.
What problems is the product solving and how is that benefiting you?
Apart from being an excellent ticket management tool, Zendesk offers reporting options which act as "One-stop shop" for all things relating to run a business that is rooted in working with customer reported issues.
Using Zendesk as a user and a developer
What do you like best about the product?
Great tech support :
- very informative answers and customer support
had some issues regarding using the API and configuring triggers - got great support and managed to solve the issue with thier help
- very informative answers and customer support
had some issues regarding using the API and configuring triggers - got great support and managed to solve the issue with thier help
What do you dislike about the product?
sometimes support took too much time, usually it was 10-15m to get customer success on live chat,
but when it took longer and communication was by email - it took longer and harder to solve issues
but when it took longer and communication was by email - it took longer and harder to solve issues
What problems is the product solving and how is that benefiting you?
We use Zendesk for our customer success team
I was responsible for setting up some automation behind (creating incidents on PagerDuty on some specific tickets)
managed to do it fairly easy with their API docs
I was responsible for setting up some automation behind (creating incidents on PagerDuty on some specific tickets)
managed to do it fairly easy with their API docs
Well supported customer support suite
What do you like best about the product?
There are a lot of resources and articles which are helpful in navigating and using the various features and options of the Zendesk Support Suite. They come in quite handy. The Z-bot also gives directions and shortcuts to find them.
What do you dislike about the product?
Reaching the support personnel takes much time. The live support is not easy to get. Need to wait for a long time. No phone call support either. They say email support only and it may take 24 to 48 hours to get back once the support request is raised. This is quite time consuming and not helpful.
What problems is the product solving and how is that benefiting you?
We use it for handling our customer support requests. We have thousands of customers using variety of our product offerings and Zendesk helps us streamline our support offering.
Recommendations to others considering the product:
It is almost a one-stop shop for all your support handling needs.
It is and amazing tool to manage Customer tickets and Chat.
What do you like best about the product?
The system is completely configurable and customizable to your brand. The help articles were to the point and there is good customer support if you ever need it.
What do you dislike about the product?
Nothing in particular jumps out. The project is well designed and updated from time to time.
What problems is the product solving and how is that benefiting you?
Customer Support tickets and Wiki, FAQ for the eCommerce business. Also, multi-lingual content is supported natively on the platform.
Review on latest support request
What do you like best about the product?
Automations, adding macros that allow you to add tags. We just switched from using FreshDesk and you could not add tags to macros, which makes issues much more difficult to track.
What do you dislike about the product?
UI is kind of outdated. Admin Center always opening new tabs. Going from Admin > Team Members > One Specific Team Member > Permissions opens new tabs all over the place.
What problems is the product solving and how is that benefiting you?
General questions from our users. It creates efficiencies in being able to use macros and ensures consistent messaging.
Support Service Software
What do you like best about the product?
The best Service Support Suite by Zendesk is helping faster resolutions of tickets along with multi channel support interface helps in sharing the the problems and client requirements to the development team for our own products.
What do you dislike about the product?
Technical setup required, thankfully there are Zendesk experts to help and expensive if you want to use all features of Zendesk
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps in resolutions of client tickets, general enquiries received along with faster resolutions
Highly likely, I would recommend service to my colleagues/partners
What do you like best about the product?
Easy and understandable interface, also perfect Customer Support department (fast reacting to issues, auto- informing on issues etc)
What do you dislike about the product?
Hard to say right now. We are still waiting for API integration and after that will be able to answer this question:)
What problems is the product solving and how is that benefiting you?
Chatbot, supported by Ultimate, helps us to solve fully by bot, general customers' requests
Excellent Support
What do you like best about the product?
The support as usual is great. In addition to this, I have always found ZD KB very very useful. Whenever I am stuck anywhere, I check for the KB articles and in most of the cases I am able to get the answer from there itself.
What do you dislike about the product?
With hands on experience from quite a long time, I now find the UI of Zendesk quite user friendly.
What problems is the product solving and how is that benefiting you?
I would say its a complete package that helps you achieve anything and everything in this customer support industry.
Always impressed with zendesk, having used it myself for several months at my own Place of business.
What do you like best about the product?
I love how many different companies use zendesk for Support these days… it’s like a household name now, at least among tech geeks like me ☺️ & it’s been around for a really long time. I would say that y’all service has gotten comprehensively better overtime, it definitely has steadily improved -as expected.
What do you dislike about the product?
In general I would really appreciate it if customer service representatives would actually answer all of the questions that a user asks in any given voicemail or chat message, etc. I find it so rare that they actually go out of their way to answer the questions which is really sad and that’s not just zen Desk. That’s all Support via the Internet, especially chat.
What problems is the product solving and how is that benefiting you?
Working out the kinks in some of the newer features, like widgets, etc. zendesk is great about Actually listening to client feedback.
Recommendations to others considering the product:
Utilize the support feature, ask questions when you're not sure how how to do something, otherwise you can really make some serious errors with your customer support.
Ultimate has been a great partner in helping us navigate the chatbot space.
What do you like best about the product?
Ultimate's easy to use UI is very helpful. I especially like the confusion matrix and ability to quickly train expressions to bot flows.
What do you dislike about the product?
The product does have quite a few bugs that come into play as they are rapidly releasing new features.
What problems is the product solving and how is that benefiting you?
Ultimate is helping us provide self-service materials to our customers to intercept common questions and help customers that do need a human by routing them to the best group.
Recommendations to others considering the product:
Very flexible product
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