Zendesk Suite
ZendeskExternal reviews
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Zendesk is much better for communicating with Customers
What do you like best about the product?
I do like that on some occasions, I have received support that is very prompt and active. On the occasions where there has been a critical issue that requires immediate attention, Zendesk has been very good. The tone of the agents is often very good.
What do you dislike about the product?
On more than one occasion, I have received a response that asks a question that was already answered previously. Sometimes it feels like the Support Agents do not thoroughly read the tickets when addressing them. This did not happen on this occasion. Sometimes the delay in answering a ticket can take up to a week and these responses have been those that require no research or additional time to send.
What problems is the product solving and how is that benefiting you?
Whenever we have anissue which we cannot resolve ourselves with Zendesk, or there is a problem that is interfering with our ability to use Zendesk, we will contact Zendesk Support. The realized benefits are those that we would expect: the resolution of some issues. Also, I have incidentally learned more about how Zendesk functions, which has better allowed me to assist our Agents with resolving issues without contacting Zendesk support, or at least mitigate the impact of issues as we await proper resolution.
Recommendations to others considering the product:
It has been a beneficial change overall for us using Zendesk. The ease of use for our agents has improved, the fine-grain statistics are great for monitoring agents and detecting issues, and adhering to a ticket system has greatly improved our assistance of customers over multiple contacts.
Zendesk - simple and powerful support tool
What do you like best about the product?
Ease of use. I didnt even get any formal training and I could start using it.
I love how a first time user can use the tool with basic or no training at all.
I love how a first time user can use the tool with basic or no training at all.
What do you dislike about the product?
Can have more filtering options for tickets and better reporting.
Love the product on whole but i feel its way too simple for bigger organnizations like banks or such huge corporations
Love the product on whole but i feel its way too simple for bigger organnizations like banks or such huge corporations
What problems is the product solving and how is that benefiting you?
Tracking tickets easily and engaging with customers. It surely helps us save a lot of dollars by manual tracking and reporting. Also helps the company to have central pane of view for all support issues.
Versatility
What do you like best about the product?
We utilize Zendesk for our HR requests which are a-typical of how the system is typically used, but because the Zendesk system is so versatile we've been able to implement and start running. I am no technical expert but the partnership and support from the implementation team me a lot of confidence.
What do you dislike about the product?
I do wish that it was a little bit easier to engage customer support for assistance post-go-live. Would like to see more options for connecting with a support technician.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed our company to have a one-stop shop place for all HR related inquiries instead of having to remember which specific distribution list to email to get help.
Very user friendly, and easy to use, but questions about support process and user feedback
What do you like best about the product?
I like that I can admin my whole organization basically by myself (i.e one admin) and that the triggers and automations are fairly easy to use. I also like the integration with JIRA, as that makes interactions with our development team a bit better.
What do you dislike about the product?
When support tickets are entered, we seem to get stuck on someone who is too junior to handle the issue. Ideally, the ticket can be assigned to a subject matter expert after some back and forth, so we don't have lower tier support spinning their wheels. I also think the tickets are closed a bit too quicly sometimes.
Also, I think Product management needs to be more active in the community boards to vet out product feedback. I've seen so often so much negative comments and a PM or moderator does nothing to quell the situation, or set expectations on what is going on with the product.
Also, I think Product management needs to be more active in the community boards to vet out product feedback. I've seen so often so much negative comments and a PM or moderator does nothing to quell the situation, or set expectations on what is going on with the product.
What problems is the product solving and how is that benefiting you?
I'm not on the Suite right now, but legacy Support and Guide applications. A problem we're solving is being able to onboard other internal business teams aside from support onto the Zendesk platform, and keep notifications and workflows segregated appropriately. I also use Zendesk explore for quite a few metrics that I present to my leadership team.
Recommendations to others considering the product:
If you want to be able to get set up without hiring a dedicated admin, then Zendesk is the right tool for you.
Zendesk Support Review
What do you like best about the product?
Zendesk Support gives us a polished experience for dealing with Customer queries and incidents. It integrates with other tools we use within our company, such as Jira and PagerDuty.
It is an extremely robust ticketing tool, with a great Help Centre function in Guide and extremely powerful reporting capabilities in Explore. There are multiple customisation options for ticket forms and fields, allowing you to gather a lot of data from customers when they engage with you.
It is an extremely robust ticketing tool, with a great Help Centre function in Guide and extremely powerful reporting capabilities in Explore. There are multiple customisation options for ticket forms and fields, allowing you to gather a lot of data from customers when they engage with you.
What do you dislike about the product?
Features in Zendesk Support can be slow to be iterated on and released - in general, new features are slow and often times gated behind higher subscription fees. Other areas of the product, such as Guide are missing functionality that competitors have (easier article customisation & management tools). Explore, while powerful, has an extremely steep learning curve, that acts as a major barrier to anyone getting started with the Zendesk platform.
What problems is the product solving and how is that benefiting you?
With Zendesk Support we have a powerful tool for capturing customer queries / requests /incidents and managing the incident lifecycle end to end, with very little issue. Using Support in combination with Guide, gives you room to deflect tickets from customers, ultimately freeing up cycles on our Support team to look at other improvements.
Recommendations to others considering the product:
If you are in the Enterprise space, Zendesk is an obvious option to consider - it is feature rich and easy to Admin.
3+ Year User of ZD: Ups and Downs
What do you like best about the product?
The upsides to using Zendesk are the abilities it has to connect you to the customer on different platforms. We currently use chat, the ticketing system, and knowledge base. The knowledge base provides the most value in that our customers can find what they are looking for without needing to send us a ticket.
What do you dislike about the product?
Other than my experience today, it hasn't been ideal. Typically we don't hear back on our concerns for quite some time and working in the service industry we strive to do better than Zendesk.
What problems is the product solving and how is that benefiting you?
We are able to see the tickets per customer, strive to ensure our response time is better than the industry standard, and track the number of article views monthly.
Recommendations to others considering the product:
Overall, they are a quality product to track customer inquiries and report out.
Zendesk Support Suite - a proper choise for your ticketing experience!
What do you like best about the product?
I really enjoy the interface of the platform, it is easy to use from admin to agent and the functionality is always live while the platform is on the cloud. The customer experience is also top-notch with the ticketing portal and options for the most relevant communication channels of messaging included. There are a lot of apps that enable usage of more complex use cases for the platform.
What do you dislike about the product?
At times the promised features can take some time to be presented. Customer support is good, but make sure you also have some IT recourses if you require a more complex set up involving connection to personal systems using API.
What problems is the product solving and how is that benefiting you?
We are using the tool to assist customers, implement bot solutions, and enhance agent efficiency using automation. The pre-built logic of the system makes it easy to use and set up for operations, having the option to set up your own reporting helps a lot. The API connection options are truly helpful with more complex integrations.
Support Request for bug fix
What do you like best about the product?
The open level of communication, the ability to see who is working on your case and follow the progress as both a user and agent. The open App marketplace allows for seamless integration of many services.
What do you dislike about the product?
The complexity of the product can make onboarding new users time intensive. Limitations on how agent permissions are set can also cause issues regarding how much access is given to basic support users and higher-tiered support agents.
What problems is the product solving and how is that benefiting you?
Our business solves its support needs for both internal and external support requests by allowing multiple groups all access to the same software regardless of their usage levels: internal infrastructure requests, new hire paperwork, and general user support all live under the same umbrella but are setup for their own specific needs and use cases.
High recommended tool
What do you like best about the product?
Simple to use and setup, stabile environment (I do not recall servers down), prompt customer service.
What do you dislike about the product?
Nothing to underline here. I would just recommend more self-service materials.
What problems is the product solving and how is that benefiting you?
Easy to connect customers to customer support team. Easy learning curve for internal usage.
I like the product and although there is always room for improvement I would 100% recommend it.
What do you like best about the product?
The integration between the different products inside Zendesk Suite allows our agent to seamlessly support our clients through multiple channels
What do you dislike about the product?
Honestly, I cannot think of a particular thing that I dislike, but maybe I would love it if you offer more options when it comes to voicemail messages, so we won't have to go to voiceover actors and pay additional for voicemail recordings.
What problems is the product solving and how is that benefiting you?
It significantly reduced the time for which we serve our customers and we are constantly finding options to reduce it even more with macros, triggers and automations.
Recommendations to others considering the product:
Use it! It will save time and will make your customer service better.
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