Zendesk Suite
ZendeskExternal reviews
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Passport
What do you like best about the product?
It is Easy access. always quick response. friendly support staff , eager to help
What do you dislike about the product?
It takes a bit long for the agent to understand
What problems is the product solving and how is that benefiting you?
setups are quite complicated to start with
Zendesk Review
What do you like best about the product?
It is so very easy and intuitive. Very scalable
What do you dislike about the product?
The price is steep compared to the competition
What problems is the product solving and how is that benefiting you?
Multi-brand is a must for us. There are many automations that streamline our business
Surprisingly easy to use
What do you like best about the product?
I decided to jump in a see the tutorials by myself, and it was very user-friendly. I only had a couple of questions, and they were straightforward to figure out.
What do you dislike about the product?
It looks very daunting at first glance, and I was a bit unsure of where to start, but once you dig in, it's super easy.
What problems is the product solving and how is that benefiting you?
I was receiving a ton of emails for support at weird hours, and without proper control, now it's all in one place, with a schedule and more professional
Recommendations to others considering the product:
Don't be intimidated to dive in and explore the different functionalities
Outage quick fix
What do you like best about the product?
How efficient they were when it came to fixing my issue
What do you dislike about the product?
At times the support team directly with zendesk can get confused about solving an issue . Since they have so many different t areas .
What problems is the product solving and how is that benefiting you?
The communication
Helpful and words well!
What do you like best about the product?
The ease of finding the emails I am looking for. I enjoy the macros and being able to route and tag them properly. Zendesk has helped us become so much more efficient.
What do you dislike about the product?
Sometimes the search can be too widespread, but it tends to work well otherwise.If you are able to put more advanced searching, that would help. Some of the instructions for setting up other areas are confusing. The metrics could be a bit more detailed as well.
What problems is the product solving and how is that benefiting you?
We are able to effectively respond to our customers and it seems to be a common platform used. We used to use Outlook and there was no automation or prewritten macros, so it was 100 times harder to manage. This is a breeze.
Easy to use, Easy to train
What do you like best about the product?
I love the flexibility that ZD offers. Unlike a lot of CRM-centric systems, ZD is built with the needs of Support in mind. It's easy to use, easy to modify, easy to pull reports. Features like macros, automations, and triggers help our ticket maintenance to be smooth and swift.
What do you dislike about the product?
I often get more support from the user community than I do from ZD when I have questions or needs. I wish their support was as accessible as their platform is.
What problems is the product solving and how is that benefiting you?
Order placement, Customer training, Onboarding, Basic and advanced Troubleshooting. We have recently moved more of our customer-related services to ZD to better track and document them. The reporting has supported the growth of our team and has helped us to focus on areas of improvement as a company.
Recommendations to others considering the product:
I have used several other Support programs, most homegrown, and even though they had been designed for the business, they were not as effective as using ZD. I am impressed with the flexibility and ease of use.
Provides a great experience for companies of any size for engaging with support tickets
What do you like best about the product?
I am a big fan of the customizations like Macros, Triggers, and Automations, which allow a truly custom environment for your support team.
What do you dislike about the product?
Our company operates in multiple time zones, and working with business hours in Zendesk is a nightmare if you ask me. We had to create a hacky solution that only half-worked. Rethinking time zone handling as a whole would greatly improve Zendesk for multinational customers.
What problems is the product solving and how is that benefiting you?
When our customers have an issue with our product, a feature request, or a bug submission, they submit a ticket, and our support agents are able to help them with their issue/request. Zendesk lets us quickly respond to all tickets by showing the right tickets to the right support agents, and easily lets us keep track of SLAs.
Recommendations to others considering the product:
There are lots of customizations, so having someone dedicated to administering Zendesk Support that also uses it for customer-facing issues will be helpful along the set-up journey. If you are a multinational company, it may be slightly difficult to set up time zones properly. If you set up time zones inincorrectly from the beginning, it is a real pain to switch them later on. Any triggers or automations set up using old time zone settings all must be individually updated. Just make sure you get it right from the beginning.
Satisfactory
What do you like best about the product?
Multiple features and third-party integrations
What do you dislike about the product?
complexity in some of the operational process
What problems is the product solving and how is that benefiting you?
Problems solved: Answering multiple inquiries from multiple channels.
Recommendations to others considering the product:
Consider the Cost of Implementing the platform and Maintaining it.
Unexpected opportunities
What do you like best about the product?
Different opportunities that Zendesk offers and the variety of features and tools.
The service offers a lot of instruments to handle support rapidly and proactively.
The service offers a lot of instruments to handle support rapidly and proactively.
What do you dislike about the product?
Sometimes it is a bit hard to understand how to work with some certain tools, but the support was quick, which is great.
What problems is the product solving and how is that benefiting you?
I onboard new support teams at different companies, so I was just getting familiar with the system. I like it a lot, so will definitely offer it to my clients.
Recommendations to others considering the product:
Advanced support tool for any business.
Great tool for data analytics
What do you like best about the product?
Insight into detailed trend/common issues
What do you dislike about the product?
It can be confusing during the initial set-up
What problems is the product solving and how is that benefiting you?
What products require the most support and quantifying how our support has grown throughout using the product. It's been a great tool for identifying issues that may have otherwise gone unnoticed.
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