Zendesk Suite
ZendeskExternal reviews
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Comfort for those, who is ready to accept changes
What do you like best about the product?
Flexible ticket structure, easy access and creation of internal knowledge base. Triggers and automations are clear and user-friendly. Connect different channels in one place is pretty simple.
What do you dislike about the product?
Variety of actions/settings is impressive, so you have to clarify the target first. Too easy to be lost in options and overwhelm the procedure or project you are trying to build.
What problems is the product solving and how is that benefiting you?
Main benefit is the connection of all necessary channels in one place - easier to track team progress and overview daily routine and traffic reports. User-friendly ticket profile is helpfull and prevents any delays with answers.
Recommendations to others considering the product:
Come with a ready business plan, think out of the box to pick up the right service.
Zendesk covers pretty much everything
What do you like best about the product?
Zendesk is the most comprehensive customer support platform. We've been using it to handle email, phone as well as social media requests for years and it still continues to deliver.
What do you dislike about the product?
Due to the many many features and options available, things can get really complex, so it's definitely not for the casual or inexperienced user, especially when setting up everything.
What problems is the product solving and how is that benefiting you?
We're handling everything support-related through Zendesk. The automations and triggers help speed things up and automate procedures. Reports also give great insights into how our customers and us are using the platform and how to improve upon it.
Zendesk is the best ally for support teams
What do you like best about the product?
I like Zendesk and its method for managing support tickets and assistance; within my organization, we use it internally to answer staff concerns and externally to provide care and support to all our customers more efficiently. Its user interface is easy to decipher, it does not cause any loss or hiccups for users. Keeping track of problems is quite simple and has good features, such as ticket filtering. Moreover, its customer service is excellent.
What do you dislike about the product?
The platform could have a help module where they provide tutorials or step-by-step tutorials on the more complex functions so that new users can get up to speed faster.
What problems is the product solving and how is that benefiting you?
Zendesk has served as a ticket manager and at the same time has served to improve communication with customers and other members of the organization. It is very useful and plays a leading role in both internal and external customer service and support. We have been able to receive, distribute and answer tickets in the most efficient way possible, and we have been able to keep customer records and centralize the organization's data in one place. Zendesk helps us help others.
Recommendations to others considering the product:
It is quite easy for me to recommend Zendesk because I know the potential of this tool and how much it brings in terms of attention and support not only to customers but also to the staff of your company. It is the best tool to manage tickets without a doubt.
Zendesk Support
What do you like best about the product?
Zendesk has a robust trigger and automation system to simply work flows and make sure the work gets to who it needs to get to
What do you dislike about the product?
Reporting. I have had to write several custom queries to get information I need.
What problems is the product solving and how is that benefiting you?
We have more insight into our CSATs. We solved an issue where we are directing customers to our website if they do not have terms
Perfect tool for us
What do you like best about the product?
Zendesk is the perfect tool for operations, we would not be able to do what we do without the support of ZD
What do you dislike about the product?
I thnik that it could be more user friedly
What problems is the product solving and how is that benefiting you?
Channeling al request through one and only tool is a game changer, also the reporting part is mint
Excellent support system with simple automations and formatting
What do you like best about the product?
Ticket management(assignment, directing, macros, and triggers)
What do you dislike about the product?
Slack integration only allows syncing with one ZD instance per workspace.
What problems is the product solving and how is that benefiting you?
Ticket routing and internal documentation. Heavily used as a resource for passed issues to help build KB for our team.
Great Platform
What do you like best about the product?
What I like the most is how easy it is to manage and handle all tickets.
What do you dislike about the product?
Would be nice if it had some sort of task management in it.
What problems is the product solving and how is that benefiting you?
Currently, I use Zendesk Support Suite to handle incoming support requests and inquiries. Ease of use for my clients and team.
Centralized ticketing system & knowledge retention does enhance quality of service!
What do you like best about the product?
Compatibility with popular online store platforms like Shopify.
What do you dislike about the product?
Side conversations functions are still limited, which is important for centralizing cross-departmental conversations that some inquiries require.
- Cannot set CC or BCC.
- The notifications for new side conversations are insufficient so require manual set up of triggers - the default marks are not shown on the ticket view page, and agents have to open the tickets to actually see if there were new unread responses. This is challenging when there is a large number of tickets with active side conversations.
- Reporting can g
- Cannot set CC or BCC.
- The notifications for new side conversations are insufficient so require manual set up of triggers - the default marks are not shown on the ticket view page, and agents have to open the tickets to actually see if there were new unread responses. This is challenging when there is a large number of tickets with active side conversations.
- Reporting can g
What problems is the product solving and how is that benefiting you?
Productivity was low and service quality management was challenging when email inquiries were managed by outlook. Zendesk has centralized customers service communication under one portal, allowing agents to better manage inquiries organized as tickets. Fields can be set up so managers can collect data about various types of incoming inquiries to prepare for and ensure quality responses using metrics and reports.
Since we outsource customer service agent management to a third part company under a shared account, education, and retention of knowledge were always a challenge. Knowledge Capture and Zendesk Guide provide us a place to keep our education content easily accessible and up-to-date.
Since we outsource customer service agent management to a third part company under a shared account, education, and retention of knowledge were always a challenge. Knowledge Capture and Zendesk Guide provide us a place to keep our education content easily accessible and up-to-date.
Recommendations to others considering the product:
Make sure you're comfortable setting up your own fields and be clear about the objectives of data collection. Reports and metrics rely on proper setup and effective inputs.
Good overall experience with some opportunities
What do you like best about the product?
Zendesk provides multiple tools and resources to help with supporting customers and tracking trending concerns.
What do you dislike about the product?
There are some opportunities with Zendesk support views and the dashboard. Most of the default ticket fields are not beginner-friendly which can result in more time to onboard new agents.
What problems is the product solving and how is that benefiting you?
We are mostly supporting customers with technical issues, general inquiries, and other requests. It helps with agent productivity because of the easy-to-access Views.
First time using Expert Help Session
What do you like best about the product?
The support agent did not waste any time, and immediately jumped into answering our questions. The agent had great listening skills and took the time to listen attentively to our questions.
What do you dislike about the product?
The delivery of the answers was a little lacking. The agent pointed us to the right solution to our issue, but did not demo how to deploy the solution. Some issues did not have a quick answer, so the agent had to check and reply via email.
What problems is the product solving and how is that benefiting you?
We are using almost every aspect of Zendesk to provide multi-brand support to our customers. Zendesk Support Suite allows us to organize support coming in from multiple sources and channels into one platform.
Recommendations to others considering the product:
If you are looking for a support application that can grow with your business, Zendesk is it. Whether you are a small one-person shop, or a large company, Zendesk can do it all.
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