Zendesk Suite
ZendeskExternal reviews
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Review of Zendesk Support
What do you like best about the product?
Easy to use interface, consistent uptime
What do you dislike about the product?
The menu navigation can be difficult to get used to at first
What problems is the product solving and how is that benefiting you?
Client issues/requests
Zendesk SUpport
What do you like best about the product?
The urgent support advocacy you guys give.This is the best thing which I have got from you guys and highly experts in your support team plus will be glad if you guys give an developer support as well.
What do you dislike about the product?
Lack of developer resources and support agents for development because i would love to have this feature enabled for us in ZD, which can like help us in near future
What problems is the product solving and how is that benefiting you?
Customer satisfaction is a plus point, Customer retention other than that a high level of support to customers through your platform. Furthermore We have beneifits of taking analytical reports through tagging to see how customers impact is being placed on our products.
Recommendations to others considering the product:
Definitely a good
Nikki
What do you like best about the product?
The workspace in Zendesk is simple and easy to use.
What do you dislike about the product?
Reporting can be complicated. The Help Centre could be a little more user friendly, but I do love the Knowledge Capture.
What problems is the product solving and how is that benefiting you?
Capturing information. Linking information. Intergrations with Slack, Confluence, and Jira
Recommendations to others considering the product:
Huge capabilities. Some improvements could be made to chat.
Support for one of our production control teams has been very helpful
What do you like best about the product?
Views and triggers are probably the most helpful, being able to categorize certain tickets and get them assigned to certain people instead of having a giant backlog like in an email box improves efficiency
What do you dislike about the product?
There are many issues with explore. The different dictionaries are confusing and doing any kind of custom formulas seems like you need a lot technical experience. Filtering by tags also does not work the way other filters should and multi line fields do not populate well into a table
What problems is the product solving and how is that benefiting you?
Ticket oversight and efficiency. Before the team did not know exactly how well we were handling requests but now we can easily pull data showing agent performance as well as ticket handling
Powerful and meets the needs you have - Admin control panel feels like a different product
What do you like best about the product?
Zendesk has integrations to and from a ton of different tools. Makes it easy to centralize all our support channels and plug data into where it needs to go
What do you dislike about the product?
The admin control panel is often difficult to navigate and feels like a totally separate product from the core zendesk experience
What problems is the product solving and how is that benefiting you?
We're using it to centralize all of our support channels, its great for that purpose.
A great Tickets managing platform
What do you like best about the product?
it's really easy to use triggers, automations, and even add plugins-ish from the Zendesk Marketplace.
What do you dislike about the product?
It's sometimes too sophisticated to comprehend it well, you'd need a guide or training according to your needs.
What problems is the product solving and how is that benefiting you?
Tickets are being solved automatically thanks to triggers and AnswerBot, letting customers close their own ticket when they find the solution by themselves.
Recommendations to others considering the product:
Great and complete product
Comprehensive bundle of products in enterprise suite.
What do you like best about the product?
Zendesk Support. Good knowledge base, training resources and documentation on suite of products.
What do you dislike about the product?
Communication on New Agent Workspace could be better in terms of features lost when upgrading to it. Chat integration was impacted with no heads-up when asked to upgrade to it to enable new features. Sunshine integration can be improved. No way of accessing the Sunshine billing management now except to receive invoices through emails.
What problems is the product solving and how is that benefiting you?
Streamlining hundreds of support and general enquiries through social and chat channels. Benefits in productivity per agent and able to accomodate more enquiries per day.
Recommendations to others considering the product:
Feature-rich with good documentation. Large marketplace on extensions and integration capabilities. Mobile SDKs helpful for baking support features in to your app directly. Sunshine integration for social messaging a bit of a miss and costly.
Zendesk Supporte Suite, the all-in-one solution for efficient support.
What do you like best about the product?
Zendesk Support Suite is very complete and customizable.
What do you dislike about the product?
The learning curve is slow and most bulk operations on users and tickets cannot be achieved from the GUI. Those have to be done with the Zendesk API, which requires some knowledge in coding.
What problems is the product solving and how is that benefiting you?
The help center helped us a lot in solving common issues. It both improved our customer experience and help focus on major and unknown issues.
Recommendations to others considering the product:
Zendesk Support Suite is a very complete platform, with many features; but using all of them can be difficult and messy. Make sure to list and study your needs to decide which feature(s) is best suited for your needs.
Zendesk is powerful and flexible
What do you like best about the product?
It's pretty easy to create new fields on the fly, which can be important when usique situations arise that will benefit from detailed alanysis later. The Bulk Edit feature and Macros are really powerful together when deailing with situations where a lot of similar requests come flooding in.
What do you dislike about the product?
I use email forms heavily for creating tickets, but since they all come from one email address that I own, high volume days often exceed the email loop limits. This makes the incoming tickets get suspended or event rejected and lost. There should be a way to whitelist the email address I use to exempt it from these email loop rules.
What problems is the product solving and how is that benefiting you?
We can answer high volumes of support requests very quickly with Zendesk. It also gives us brilliant analytics on the number of tickets per each of our events, and what those tickets were regarding.
Recommendations to others considering the product:
Zendesk is a great tool and, with sufficient work and practice, you can learn to manage most of the admin functions and grow it into a great fit.
Great product, great support.
What do you like best about the product?
Zendesk is very easy to configure. We were up and running in a day. They offer help with setup for a fee, but it is not needed unless you have a very complex use case. The chat support has been very helpful with the few configuration questions that I had.
What do you dislike about the product?
The ability to customize things at a Company level is great. However, the ability of individual agents to customize their views is limited. Needs a Dark Mode.
What problems is the product solving and how is that benefiting you?
We are a small IT Support Team (4) for a user base that is just over 500 people. We had been using email/Outlook for managing issues, but in the last year after tripling the size of our company, that just wasn't working anymore. Zendesk has allowed us to be much more organized and helps keep things from slipping through the cracks.
Recommendations to others considering the product:
Zendesk is a bit more expensive than some of their competitors, but it is well worth it.
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