Zendesk Suite
ZendeskExternal reviews
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Zendesk - the original communications platform
What do you like best about the product?
Zendesk is a beacon for all communication platforms. The multitude of applications it accepts is astounding, and it's extremely popular within the customer experience space.
What do you dislike about the product?
It's not very user-friendly for an entry-level understanding individual. You'll most likely require assistance from a Zendesk agent to accomplish whatever you set out to do. You nearly feel like you need a tech degree to do a lot of things! But, their staff is extremely helpful and responsive.
What problems is the product solving and how is that benefiting you?
The ability to add a sizeable macro library, as well as institute "Guided Mode" among agents, has been a game-changer. I would just like to see it be more user-friendly.
The best HelpDesk solution we have ever used
What do you like best about the product?
Best in class solution, quick and easy to use but with plenty of options to customize and modify it to your needs
The best android and iOS app for remote connection and updates
The macros and automatic information that can be added to tickets is a real time saver
The best android and iOS app for remote connection and updates
The macros and automatic information that can be added to tickets is a real time saver
What do you dislike about the product?
The jump from one pay level to the next is really steep and there are no real incentives to move up to the next pay level
The android app sometimes doesn´t update the ticket
There should be another level of responsibility between an Admin and an Agent, maybe someone that can modify tickets and change the information requested but that cannot change the payment information or something like that
The android app sometimes doesn´t update the ticket
There should be another level of responsibility between an Admin and an Agent, maybe someone that can modify tickets and change the information requested but that cannot change the payment information or something like that
What problems is the product solving and how is that benefiting you?
We manage all of our tech support using ZenDesk, even for our demos and new products
Generate all of our usability and time management reports from ZenDesk
Generate all of our usability and time management reports from ZenDesk
Recommendations to others considering the product:
This is simply the best helpdesk solution, does not matter if you compare it to in site or SaaS solutions
The reports and reporting options are great for basic needs, but since we export everything to Excel it is not a problem for us
The reports and reporting options are great for basic needs, but since we export everything to Excel it is not a problem for us
Organization at its best, if you can learn it
What do you like best about the product?
Automation is key with zendesk, you can automate macros replies, triggers for tickets, a chat bot, the list goes on. Also, organizing teams, queues, ticket types is a breeze.
What do you dislike about the product?
The learning curve can be a bit much if you are not tech savvy.
What problems is the product solving and how is that benefiting you?
We have a company help center and have been able to encourage support tickets for full tracking and lifecycle of every company mail piece, onboarding/offboarding request, verifications and all things for our internal HR team.
There's room for some environment but Zendesk has definitely helped to improve our efficiency.
What do you like best about the product?
Flexibility and functionality of macro and trigger, a combination which if used well can be great tool to help improve the communications and better control and focus on more urgent tasks.
Been able to switch between private and public comments allow us to keep the records of the case in one page.
Been able to switch between private and public comments allow us to keep the records of the case in one page.
What do you dislike about the product?
We struggle to set up trigger so to ensure the customer responses come up in the view. It seems it is an issue if the customer replies from a different email.
There was no clear guideline to work this out (although we have not checked again in recent times).
Also it does not notify when the email actually did not go through.
There was no clear guideline to work this out (although we have not checked again in recent times).
Also it does not notify when the email actually did not go through.
What problems is the product solving and how is that benefiting you?
It makes it easier to assign the tasks to each person or request support between different departments.
Also each department can still access the tickets and view the history of all the comments as well as the pictures and videos in one page.
Been able to see the eye icons when someone is on the ticket is also good ways to make sure we are not overlapping working on the same tasks.
Also each department can still access the tickets and view the history of all the comments as well as the pictures and videos in one page.
Been able to see the eye icons when someone is on the ticket is also good ways to make sure we are not overlapping working on the same tasks.
Recommendations to others considering the product:
I think if you have different departments or people assigned to do different tasks yet to required to work as team, Zendesk can be a great tool.
Just setting up can be mind-bending in some cases and require someone who can think through how to utilise the functionality of macro, trigger, automation etc etc.
But once you have gone through pain of setting up properly, it works great.
Just setting up can be mind-bending in some cases and require someone who can think through how to utilise the functionality of macro, trigger, automation etc etc.
But once you have gone through pain of setting up properly, it works great.
Great Support Platform with a lot of configuration options and excellent Support Agents
What do you like best about the product?
A lot of flexibility with automation, triggers, macros, as well as views
What do you dislike about the product?
Developer documents for API usage need to be clearer around context and scenarios
Automation and triggers are sometimes restrictive with what is possible
Automation and triggers are sometimes restrictive with what is possible
What problems is the product solving and how is that benefiting you?
Support tickets
Help Center
Help Center
ZD Support
What do you like best about the product?
The chat feature was easy to use, and getting a transcript is useful.
What do you dislike about the product?
Nothing yet, this was the first time I have used it.
What problems is the product solving and how is that benefiting you?
We are handling client tickets and getting satisfaction scores.
Very technical but reliable
What do you like best about the product?
Reliability and flexibility - Zendesk has countless use-cases. They also have a great SLA and up-time
What do you dislike about the product?
High level of implementation. The system is a blank canvas that requires heavy implementation, and maintenance
What problems is the product solving and how is that benefiting you?
Solving customer issues and delivering services to our customers
Zendesk Live Chat Review
What do you like best about the product?
I like the plethora of help centre articles, and if there isn't anything to be found, live chat is available.
What do you dislike about the product?
The confusion with getting into live chat. One area it would not let me use live chat, and the other area let me.
I didn't realise that I was not logged into another area. It would be good to display somewhere you need to be logged in to use live chat.
I didn't realise that I was not logged into another area. It would be good to display somewhere you need to be logged in to use live chat.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to handle our ticketing/emails.
We have found it to be easy to use.
We have found it to be easy to use.
Good platform
What do you like best about the product?
Easy to read metrics and can follow all my production with ease.
What do you dislike about the product?
It seems to freeze and has many bugs that no one can figure out.
What problems is the product solving and how is that benefiting you?
I am reviewing client profiles and making escalation notes.
Robust Customizable Support/Ticket System
What do you like best about the product?
My favorite features of the system are all the customizable options you can do with tickets and supporting customers. What is especially handy is all of the automation and trigger features to handle tickets without the need of manually doing all processes. In addition, being able to drive automation by tags simplify the actions for each support agent.
What do you dislike about the product?
It can become a little costly if you only need certain features which may require a full license.
What problems is the product solving and how is that benefiting you?
We've been utilizing custom automation to help reduce the time an agent needs to spend on managing tickets.
Recommendations to others considering the product:
Look into the various licenses available to see what works best for your needs.
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