Zendesk Suite
ZendeskExternal reviews
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Reliable communication platform
What do you like best about the product?
Ease of use, has all communication methods our team needs in one view
What do you dislike about the product?
Can be difficult to search through past tickets sometimes due to the volume of tickets
What problems is the product solving and how is that benefiting you?
Various customer platform questions, how-to questions, troubleshooting software integrations
Zendesk Streamlines Customer Chat Response
What do you like best about the product?
I work for a nonprofit with people who work across several departments (and have varying knowledge bases), but all inquires come through a single chat stream. Zendesk allows us to assign chat tickets to the correct employees easily. This helps us ensure we don't miss a chat and respond promptly and with good information!
What do you dislike about the product?
It can become somewhat expensive to get licenses for all the employees we want helping with chat.
What problems is the product solving and how is that benefiting you?
Zendesk cuts down on email clutter by keeping all chat correspondence in one place. It also helps us ensure we don't miss any chats (we can even track follow-up by marking a conversation as open, pending, or solved).
Error adjustment
What do you like best about the product?
Quick easy and reliable. 24 hour service
What do you dislike about the product?
Difficult to come into contact with Live agent
What problems is the product solving and how is that benefiting you?
Outbound email issue
Zendesk - makes everything easier
What do you like best about the product?
Zendesk is very user-friendly, it is organized and convenient. I love the knowledge base part. That has saved our employees so much time and helped us to keep things consistent. Everything we need at our fingertips, and the many available extensions with other programs we use, are beneficial.
What do you dislike about the product?
We wish the reporting feature were easier to use; we need various reporting options it can be cumbersome. I also wish you could choose the tickets not to close out entirely for a longer time frame.
What problems is the product solving and how is that benefiting you?
We run an entire customer service operation with many agents. A customer can call, and it does not matter who answers the phone or gets the email; everyone can see all correspondence. It is extremely helpful for solving bulk tickets and searching tickets by topic or keyword. The tags are great for organizing deeper and allowing following, saves time typically wasted going to talk to others. Now others can follow and provide feedback. Having the knowledge base with the answers at our fingertips is so very convenient.
Zendesk - My Support Solution
What do you like best about the product?
The Zendesk platform can cover all of the Customer Service bases with the email platform, live chat, and the knowledge base. These features could be individual solutions, but Zendesk makes it easy to keep all the information together. Creating macros that then become knowledge base articles makes keeping customers up to date extremely easy.
What do you dislike about the product?
I would enjoy having different subscription levels in the same account, so one agent can be on a basic plan while a more experienced user can have the full team account.
What problems is the product solving and how is that benefiting you?
With Zendesk, we can collect the negative feedback and make tags to determine what's reoccurring and fix it in the manufacturing process.
Recommendations to others considering the product:
The upgrade allows you to connect the Shopify store with the plug-in application. For that feature alone, the upgrading pricing is worth it. If you're not using the account because you're the business owner, you can have your admin become the owner and you can get removed to reduce the pricing.
HOW CAN YOU NOT LOVE ZENDESK
What do you like best about the product?
I like how everything is easy to use and if you have any questions, support has the answers for you.
What do you dislike about the product?
Compared to others, Zendesk may be a little outdated. This is not something that bothers me because I like simple and straight to the point.
What problems is the product solving and how is that benefiting you?
One of our biggest issues was getting the triggers to fire correctly. After a few tries, I contacted support and was provided with screenshots on how to get them to fire correctly. I had mostly everything correct except one thing. Having the screenshots was a big help because I'm a visual learner. No better support than this.
Great way to log interactions with customers
What do you like best about the product?
Zendesk is a great way to log interactions with customers as there is a record of interactions compared to a standard mail inbox. It also allows multiple users to see tickets and to work on features as well as have private conversations in the same thread. The search feature is awesome as you might not know the ticket ID number, but as long as you know a keyword, you can quickly locate what you need. The Macro's feature is excellent and saves a lot of time on common issues.
What do you dislike about the product?
Even though there is the ability to use Zendesk "out of the box", it takes time to configure it so that it works efficiently. There are things like updating the wording on the emails that are sent out, the configuration of the macros, setting up of fields etc. This is required with any system but be prepared for it to happen.
What problems is the product solving and how is that benefiting you?
Macro's can be used to keep the wording the same on emails and prepopulate most of the data so the blanks only need to be filled in. This saves a lot of time each day for the common issues. Zendesk itself is helping to keep threads of multiple messages together for easy viewing. It also shows when replies happen and these can be flagged into different views for quickly responding to jobs.
Kind and Helpful
What do you like best about the product?
Ice was quick to respond and friendly. It made the process very smooth.
What do you dislike about the product?
Nothing. Everything was great. Troubleshooting was very straightforward.
What problems is the product solving and how is that benefiting you?
Full customer support for online student courses. It gives our clients a quick way to reach us without having to call in
Recommendations to others considering the product:
Even customer support needs customer support sometimes. The chat was quick and easy, and everything was very clear. I would definitely recommend it.
Zendesk Support Suite - Highly recommend
What do you like best about the product?
Zendesk is easy to use and tailor to your organization. It can be simple out of the box, or highly customizable depending on your needs.
What do you dislike about the product?
I honestly can't think of anything I dislike about it.
What problems is the product solving and how is that benefiting you?
We run anything technology-related in our company through Zendesk. We have multiple groups set up and are able to cross-communicate to keep lines open between different departments. Zendesk is also great at keeping documentation for previous assignments and the search function is very simple to use to find old tickets or documentation.
Recommendations to others considering the product:
Try out a trial account to get a feel for it. It is simple to use out of the box and highly customizable for those that need it.
Over 5 years with Zendesk and No Regrets
What do you like best about the product?
I think the agent features are intuitive, simple and clear. Agents need to be focused on helping the customer and ZD makes it pretty straightforward - even merging tickets and creating follow-ups are simple processes.
What do you dislike about the product?
As an admin, it absolutely drives me insane how complicated the Ticket Field and Ticket Form sections are to edit. Switching back and forth between them just to ensure you're adding the right Fields is a nuisance, and we should be able to preview.
What problems is the product solving and how is that benefiting you?
We're an app and our users are in a very sensitive place when they contact us. ZD makes it easy to keep track of user requests and users themselves, especially handy when we're working with Bad Actors who do not belong on the app.
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