Zendesk Suite
ZendeskExternal reviews
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Zendesk - from the perspective of a growing team
What do you like best about the product?
Without a doubt, the ease of setting up and managing the platform is my favorite feature. Following that is the customizability. We're a small team who migrated from a custom NetSuite dashboard because we wanted to help our team grow and scale more efficiently and our technology was behind. Switching to Zendesk has allowed us to optimize our workflow, create new services, and provide an alternate way of working for our Customer Success teams thanks to the marketplace (Streethawk apps are phenomenal). I love that we were able to bring over our very simple workflow for launch and customize and optimize it over time. With the exceptions of a few minor and quickly resolve bumps in the road, I would say that the platform has been incredibly stable overall.
What do you dislike about the product?
Ironically, one of the things I find most frustrating about Zendesk is the support and documentation. Zendesk support agents are unknowledgeable about many topics ranging from simple to complex, and the support experience is hit or miss. One time I even had someone right off the bat on chat tell me that I needed to get back in line because they were done with their shift and close my ticket. I was blown away by that - why even take the chat in the first place and waste my time?
The articles that Zendesk has on the platform are amazing - thorough, detailed, and covering every topic in-depth. What's the problem then? The articles are silo'd and scattered throughout multiple Zendesk platforms, logins, and just nestled in the weirdest most-unrelated places. For example, after reading there was no way to customize the email template for multiple brands (and thoroughly searching for a workaround) I had almost given up. I ran into an article from a completely unrelated search on "customizing triggers for different brands" -- WHY wasn't that just in the original article?
The most frustrating experience of all: Zendesk, please get your act together with the logins. Products should operate as one seamless experience - instead I have logins for Support, Training, and Help. The Help experience did get better after the shaky transition to Admin Center, though, thank you.
One minor thing that drives us nuts: Please auto-format phone numbers for talk! We are seeking a way to transform them in our integration, but what a pain!
The articles that Zendesk has on the platform are amazing - thorough, detailed, and covering every topic in-depth. What's the problem then? The articles are silo'd and scattered throughout multiple Zendesk platforms, logins, and just nestled in the weirdest most-unrelated places. For example, after reading there was no way to customize the email template for multiple brands (and thoroughly searching for a workaround) I had almost given up. I ran into an article from a completely unrelated search on "customizing triggers for different brands" -- WHY wasn't that just in the original article?
The most frustrating experience of all: Zendesk, please get your act together with the logins. Products should operate as one seamless experience - instead I have logins for Support, Training, and Help. The Help experience did get better after the shaky transition to Admin Center, though, thank you.
One minor thing that drives us nuts: Please auto-format phone numbers for talk! We are seeking a way to transform them in our integration, but what a pain!
What problems is the product solving and how is that benefiting you?
We had a technology problem that limited our ability to scale the team -- the Zendesk platform can be as simple or as complex as you can make it and that has been a huge benefit for us, so that we can grow and adapt and bring our technology with us, versus being stuck in the past.
Recommendations to others considering the product:
While we only have the professional suite, I highly recommend going with the Enterprise -- even if it's solely for the Sandbox. You will wish you had it.
Good fit for our business!
What do you like best about the product?
The interface was easy to navigate. They have a ton of training materials for each product and category. My reps are always available and knowledgeable and I just love them. I have learned a great deal in Zendesk. I have 5 instances that I maintain and each one is different. Love the ticket sharing feature.
What do you dislike about the product?
I along with many others am disappointed in the lack of some features related to views and side conversations but they were not show stoppers for us. I had to purchase an add-on for views that should be available within Zendesk. Side conversations need more functionality such as forwarding it from within the ticket as an email like other comments in the ticket.
What problems is the product solving and how is that benefiting you?
We have 1 team that was in the red losing business and referrals and now they are profitable and turn around went from a week to the same day. They have a wish list and will be taking advantage of other features such as the web widget and chat. They also have user and team metrics that they never had. Other teams are so much more organized and have a better response time. It is making our admin department more efficient for our users. Communication is better among the teams as well.
Recommendations to others considering the product:
Zendesk has many features and is not a one size fits all product. Take the time to do the training, and make sure users take or get trained. Take time to invest in yourself as an admin and then your users and you will be successful all the way around.
Very fast response times. Quick resolution. Highly recommended.
What do you like best about the product?
Fast response time, friendly support age
What do you dislike about the product?
N/A. Was an overall great and seamless experience/
What problems is the product solving and how is that benefiting you?
Problems related to customer support. An excellent management system.
Stellar Experience for a Technical Support Request
What do you like best about the product?
For me the best part of using Zendesk Support Suite is the extensive list of integrations and truly amazing customer support. I had a pretty unique request not covered in existing support documents and the agent assigned took the time to research and provided a technically sound, nail-on-the-head solution for exactly what I wanted to do. I didn't have to be passed on to anyone else, and the follow-up was superb.
What do you dislike about the product?
The Admin portal isn't as intuitive as I would like. For example, when adding a new Issue Type, it takes you back to the main panel after each one making it tedious for adding multiple Issue Types at once.
What problems is the product solving and how is that benefiting you?
We're a startup so resource constraints are very real and we do our best to provide the best support even with our small team. With Zendesk's automated replies we can set service level expectations with our customers instead of having them wait until someone is available. Possibly I like the macros feature the best as it allows us to have a unified voice when communicating with customers which is important.
Excellent and fast support
What do you like best about the product?
I find that it is really easy to get my query started and then followed up on. I appreciate that every time I have a query, the agents take the time to explain everything thoroughly (issue and solution) and leave the door open should I need further assistance.
What do you dislike about the product?
I do find that the organization of the Support suite can be a bit confusing at times.
What problems is the product solving and how is that benefiting you?
Anything to do with my team being able to log in or use Zendesk properly. I've reached out mainly for product technical support or troubleshooting. I've benefitted from this service by getting clear answers or a promise to have these issues looked into further.
Amazing product!
What do you like best about the product?
It is very user friendly and quite intuitive for a lot of the functions provided. A lot of widgets are also offered and compatible with many other SaaS services.
What do you dislike about the product?
Some things are not as intuitive as one may like. There are also a lot of different permissions that can be set which can make access a bit difficult if not done correctly.
What problems is the product solving and how is that benefiting you?
Communication is key at the company. It offers the ability to communicate via many different channels with our customers and offer more self serve options via help center.
Their support was fast and helpful
What do you like best about the product?
They were fast in solving my issue and helped me in everything I needed.
What do you dislike about the product?
Had to wait for 10 minutes but it's okay. They solved my issue quickly after the wait.
What problems is the product solving and how is that benefiting you?
They provide offline chat messaging for us. Nothing gets lost!
Recommendations to others considering the product:
They are willing to collaborate with you when you have an issue. They are fast and reliable.
best in class
What do you like best about the product?
how modern the user interface looks like. how helpful our account manager is. i can really feel that our account manager wants us to be successful in using zendesk.
What do you dislike about the product?
first time using zendesk, i had a bit of a learning curve. this is me with zero knowledge of zendesk. after a few calls and emails with our account manager, we learned a great deal how to use zendesk.
What problems is the product solving and how is that benefiting you?
siloed ticketing tools. every group has their own ticketing system. with zendesk, we can all go to one tool and see all tickets. there are also macros and automations that are really helpful.
A fast, efficient, and intuitive support system
What do you like best about the product?
The UI for customization is intuitive and straightforward, but allows a great deal of customization. Accessing tickets is quick and they are presented in an easily readable, uncluttered manner.
What do you dislike about the product?
The system does lack a way to split a specific message on a ticket off into a new ticket, as seen in some systems like Zoho. Automatically sending the currently input message when a ticket's status is changed can lead to some accidental responses being sent if one is not cautious.
What problems is the product solving and how is that benefiting you?
My company currently utilizes this for software support. It was generally an improvement over Zoho (which was acceptable enough, but less streamlined). Response times have benefited greatly.
Great Support
What do you like best about the product?
Agent was able to help me resolve my issue in a quick and polite manner
What do you dislike about the product?
Wish I didn't have to wait as long for the agent to join, but I know that's out of their control
What problems is the product solving and how is that benefiting you?
Being able to get help from an expert on a system that I'm learning the functionality of
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