Zendesk Suite
ZendeskExternal reviews
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Manageable for a customer facing output
What do you like best about the product?
It's very easy to navigate and administer.
What do you dislike about the product?
A bit tricky on some parts, but still good.
What problems is the product solving and how is that benefiting you?
Customer concerns. Customers can easily contact us.
Recommendations to others considering the product:
If you're part of a startup or want easy training with your agents, this is where you can have that start.
Good tool. Would love a better reporting piece.
What do you like best about the product?
Easy to navigate and very user-friendly.
What do you dislike about the product?
I wish Zendesk Explore was more user-friendly and easy to put together. Sometimes I'm not sure what the metrics mean and if I'm getting what I need.
What problems is the product solving and how is that benefiting you?
Ticket distribution has been great, especially with our business and the different skills that our agents have.
Recommendations to others considering the product:
This is a great Suite and will continue to get better.
Zendesk makes everything easy and straightforward
What do you like best about the product?
The Zendesk interface is incredibly intuitive. If anything, we're not using as much as we could because the basic needs are so easy. I'm excited to dig in more and see how else we can optimize Zendesk!
What do you dislike about the product?
I wish there were more flexibility in routing. We have different agents working different schedules, and it'd be great if we could assign tickets based on shifts/specific times of day not just tags.
What problems is the product solving and how is that benefiting you?
We're streamlining all communication with our users. Before, we couldn't report easily on the scope or nature of issues that our users were facing and now that we can report on them, we can ID self service opportunities and try to help our users out.
Recommendations to others considering the product:
Read about it, browse the help docs, play around with all you can do.
Zendesk is a powerhouse!
What do you like best about the product?
Love the versatility and depth of the product. It is highly customizable, has a great app marketplace, and supports all of the relevant channels that our customers use. Really good product.
What do you dislike about the product?
It can be a challenge to stay current on all of the new features they are releasing as well as all of the possibilities you can leverage the tool for. I. highly recommend you use some preferred services to get it humming!
What problems is the product solving and how is that benefiting you?
One of the biggest problems we solve is the ability to pull Amazon Seller Central information into Zendesk via a middleware known as Channel Reply. Also creating a variety of help centers for our various brands under management.
Solid tool. The support/educational resources are top notch.
What do you like best about the product?
The help tools and information. Zendesk has gone over the top in creating robust and comprehensive self-support tools and educational materials for just about any question.
What do you dislike about the product?
Some elements of Zendesk feel slightly over-engineered and are less intuitive. While I love that Zendesk has so much in the way of support and self-help, I think there is opportunity to just simplify the tools a bit and make them easier to use. Most of these complaints come from administrative view points, not end user. For an end user, the system is straightforward and easy to adopt.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to cover customer tickets across multiple brands and comms channels. We also use it to support both our internal and external help centers. I love that everything is in-house. As a communications/education leader, I find the streamlined way of attaching help center content to customer communication extremely helpful, and the internal deflection tools are great. We've seen a positive adjustment in our deflection rates using Zendesk tools.
Recommendations to others considering the product:
Initial setup can be complex and may be worth investing in a dedicated resource/contractor for assistance. Maintenance post-setup is workable with experience. It's a very robust system with lots of ins and outs.
Helps us to support customers all over the world!
What do you like best about the product?
I think that Zendesk is really helpful to get an overview of your open requests and it's very easy to use for anyone on the team. It comes with many useful features and helps us to resolve requests as fast and efficiently as possible.
What do you dislike about the product?
Sometimes, bugs can come up and it can be quite annoying too, but the Zendesk support team is really trying their best to get any issues resolved as soon as possible!
What problems is the product solving and how is that benefiting you?
We're handling our daily customer requests through Zendesk and save a lot of time in doing so, it also increases productivity! We see many benefits and have many ways of customizing our customer service solution as well.
Zendesk is the best ticketing system
What do you like best about the product?
I love how customizable Zendesk is and the way that it links up so well with the help center and many other integrations.
What do you dislike about the product?
I do not like Zendesk talk - Talkdesk is still superior with live reporting and customizations for this channel.
What problems is the product solving and how is that benefiting you?
Having everything in one place and allowing agents to tier tickets and submit right to Jira.
Recommendations to others considering the product:
Zendesk is a wonderful ticketing system that does it all.
I think Zendesk Support Suite is very comprehensive, but it is difficult to get support for it.
What do you like best about the product?
I like that it's easy for non-developers to follow along. Everything is laid out in an intuitive way and it helps admins like myself navigate the platform easily.
What do you dislike about the product?
I dislike how difficult it is to get support sometimes. I had a question that, if I didn't get escalated, wouldn't have been answered on time and I would've been waiting a long time, stuck in limbo.
What problems is the product solving and how is that benefiting you?
We're using Zendesk Support Suite to help us with manage our help centre articles and chat support. We haven't launched yet so it's difficult to determine the financial or performance impact this has had.
Recommendations to others considering the product:
Hire some people who have experience with the setup so they suggest the best way to implement it.
A step in the right direction
What do you like best about the product?
The one screen for all. No longer are our agents using multiple tabs for all our support channels.
What do you dislike about the product?
Some of the automation options are limited. No live dashboards unless your on the enterprise plan
What problems is the product solving and how is that benefiting you?
Current support platform is lacking options and has left us in the dark multiple times.
At the end of the day, all issues are addressed and updated quickly.
What do you like best about the product?
No matter the time someone always answers the help desk, it sometimes takes a few minutes
What do you dislike about the product?
Sometimes when you get transferred from one agent to another the original issue gets somehow lost, and it takes a bit longer to solve you need to remind them of the issue
What problems is the product solving and how is that benefiting you?
Getting everything to work as we expect and setting up both sell and support for our work prosses so that information flows and we can assist our customers promptly.
Recommendations to others considering the product:
When you start to set up, first see all the videos on the support page, and have an idea of what you need and what you are expecting to solve with zendesk.
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