Zendesk Suite
ZendeskExternal reviews
6,523 reviews
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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.
Really great so far
What do you like best about the product?
I love that you get a really nice template to use straight out the box for your help desk, competitors don't offer this.
What do you dislike about the product?
I found it hard to find my help centre (its called guide) this was a little confusing to me
What problems is the product solving and how is that benefiting you?
So far we are looking to have a single source of truth that saves us time and resource when supporting our customers
Effective, straight-forward system.
What do you like best about the product?
Zendesk apps make setting up specific functions a breeze. Very easy to modify, and get your exact experience set up.
What do you dislike about the product?
There can be issues on the technical side that aren't always the easiest to understand what's happening. And support almost always starts through LiveChat, which can be inconvenient.
What problems is the product solving and how is that benefiting you?
It is a good all-in-one solution for chat, phone, and email, and integrating them well.
The most complete CRM package.
What do you like best about the product?
Managing roles and groups for different agents
What do you dislike about the product?
Help Center Organization Ticket Views needs a separate paid subscription per seat of Support.
What problems is the product solving and how is that benefiting you?
eCommerce issues. Enabling collaboration through Internal Notes
Recommendations to others considering the product:
Check your budget first and how many will use the system as it's paid per user and have to contact your Account Manager for reduction.
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