Zendesk Suite
ZendeskExternal reviews
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Easy to use software
What do you like best about the product?
The software feels very easy to use from agent's perspective. Live chat system seems to work well. Relatively easy to configure even though very advanced and relatively flexible options. Can be usable within multiple brands. Integration with different APIs can be usefull. Statistics work greatly and are easily to configure for multiple purpose.
What do you dislike about the product?
Limited amount of Views on the screen (10?). No shortcuts for certain fields. Triggers could have more filtering options. No way to configure the look.
What problems is the product solving and how is that benefiting you?
Online casino gaming issues.
Quick and Efficient Customer Support
What do you like best about the product?
Zendesk has great customer support and provides access to executives with extensive product knowledge. Any follow-ups are promptly answered on time with detailed information.
What do you dislike about the product?
A small feature which would be appreciated - Send email buttons. This functionality current resides with status button and is not really intuitive
What problems is the product solving and how is that benefiting you?
We are using Zendesk to track and manage service requests for the business.
Recommendations to others considering the product:
None
Help with Sound Notifications
What do you like best about the product?
I liked that Rosie was able to go back to my chat with Maria, so that I did not need to reshare the details of the technical issues I was having with Zendesk.
What do you dislike about the product?
I did not dislike anything. I felt that Rosie was helpful.
What problems is the product solving and how is that benefiting you?
I was having technical issues with the sound notifications. I had them on, but they were not sounding. All other websites were working.
Nice service software with lots of features
What do you like best about the product?
Many automation features, a single view for agents, lots of training and support materials available.
What do you dislike about the product?
System statuses can not be changed or renamed, we had to create our own substatuses.
What problems is the product solving and how is that benefiting you?
We are retiring our service team software and want to increase ticket resolution time and CSAT
Zendesk is a nice tool overall
What do you like best about the product?
It allows you to create some nice automations using third-party apps, and you can pull a ton of information through their API.
What do you dislike about the product?
Sometimes recommendations made through their forum are not implemented. For example, it'd be really nice if they would allow the people in charge of maintaining the HC to change/edit the routes.
What problems is the product solving and how is that benefiting you?
User experience. It allows people to reach out to let you know if they're experimenting issues in your platform. You can also offer FAQs or general information that your users need to know.
Recommendations to others considering the product:
Go for it, it's really nice.
Zendesk: One platform to do it all in communications with your customers.
What do you like best about the product?
Their support to help you is amazing, they have the support any company customer-centric should aim for. The variety of products can make your website a very potent one with all the product they can offer you. CRM, forums, talk, chat, tickets, etc. This is the most robust platform I've used. But if you have a big company with loads of customer requests this could be a great platform for your company. They also provide a great 6 month trial for startups. That could be great for starting to provide support for your startup.
What do you dislike about the product?
Their platform is very robust, but that means it also comes with complexity and a definitely bigger and steeper learning curve than other more simple not that granular communication platforms. Because there are many products and many functionalities sometimes it feels like you are in the middle of a labyrinth and it's hard to find what you want to do.
What problems is the product solving and how is that benefiting you?
Fast implementation and collaboration platform for my team to provide customer support to clients we are working with. Without having to spend a lot because of the Startup program.
Recommendations to others considering the product:
If you are an enterprise or a startup you should try Zendesk it's a great product for both because of their granularity for support and their startup program.
Setting the Standard for Support!
What do you like best about the product?
The ability to automatically generate tickets based on inbound emails, and then assign these tickets to different team members. I also enjoy the ability to create different groups of people who will be assigned, and receive notifications, for email-generated tickets sent to different aliases. This allows us to have multiple employees with completely different roles use the same Zendesk instance and also fosters inter-team collaboration.
What do you dislike about the product?
The integration with the Zendesk Sell CRM tool is quite lacking. I realize Sell is an acquired product, but it would have been much better to properly integrate it with the Zendesk Support tool before launching it. We subscribed to Zendesk Sell for a year based on the promise of a fully featured CRM tool with solid Integration with Zendesk Support, however, we haven't been able to really use it in our day-to-day. Zendesk Sunshine is also currently quite limited, since Sunshine is meant to be used for Zendesk Support and Zendesk Sell, but it works somewhat differently for Sell and Support, it is quite difficult to justify its use.
What problems is the product solving and how is that benefiting you?
We long for a fully featured outbound email client as part of Support, that is also compatible with Zendesk Sell. The hope would be to filter contacts based on Zendesk Sell in a Smart List, and then email all these people via an Alias in Support. Zendesk Sell does not support aliases, while Zendesk Support does, which is quite troublesome because we wish to use both these tools that are part of the same suite of products.
Recommendations to others considering the product:
I would recommend Zendesk Support in addition with a third-party CRM tool rather than relying on Zendesk Sell.
A host of features that's perfect for any business size
What do you like best about the product?
There are a lot of things to love about Zendesk Support Suite but these are our favorites:
1. Ease of use - configuring and setting up couldn't be any simpler
2. Automations and triggers - It makes you work not just faster, but also smarter
3. Almost endless flexibility - There are different use cases that you can experiment on with Zendesk
4. Reporting - You are able to extract all the reports you need, even on a very granular level
1. Ease of use - configuring and setting up couldn't be any simpler
2. Automations and triggers - It makes you work not just faster, but also smarter
3. Almost endless flexibility - There are different use cases that you can experiment on with Zendesk
4. Reporting - You are able to extract all the reports you need, even on a very granular level
What do you dislike about the product?
1. Dated look - I love how efficient the system is, but the whole dashboard can seem a little dated.
2. Lack of personalization - You're able to change the color scheme but personalization could be improved such as being able to add your logo on the dashboard or selecting a different layout, or maybe even changing the font sizes.
3. Different signatures - Since this is for a support channel, in some instances, a person can have different signature versions, and being able to just simply select one (just like with macros) could be a huge help.
2. Lack of personalization - You're able to change the color scheme but personalization could be improved such as being able to add your logo on the dashboard or selecting a different layout, or maybe even changing the font sizes.
3. Different signatures - Since this is for a support channel, in some instances, a person can have different signature versions, and being able to just simply select one (just like with macros) could be a huge help.
What problems is the product solving and how is that benefiting you?
1. Ensuring that we are responding in a timely manner by using SLA's
2. Providing better customer experience by utilizing tiered support
3. Making sure all our customer information stays in one place by integrating other support channels
2. Providing better customer experience by utilizing tiered support
3. Making sure all our customer information stays in one place by integrating other support channels
Recommendations to others considering the product:
1. Schedule a demo with Zendesk.
2. Find different use cases so you can maximize Zendesk's potential
3. There is a learning curve but once you get the hang of it, that's when it really gets interesting.
2. Find different use cases so you can maximize Zendesk's potential
3. There is a learning curve but once you get the hang of it, that's when it really gets interesting.
The experience has been good, not entirely satisfying, but good.
What do you like best about the product?
The ticketing system and separating based on views.
What do you dislike about the product?
Not being able to access basic functions like time counters on the basic plans
What problems is the product solving and how is that benefiting you?
We have scaled a large customer service base with a small amount of staff. This has been highly beneficial.
My experience has been one that's very supportive throughout each technical issue.
What do you like best about the product?
I like that the Support team is prompt and continues to provide resolutions despite the length of the interaction.
What do you dislike about the product?
I don't particularly appreciate that not all articles provided resolve the issues.
What problems is the product solving and how is that benefiting you?
Zendesk is currently assisting with the disappearance of correspondence between Gmail and Zendesk. One of the benefits is that tickets are not closed before being resolved. I genuinely appreciate the Support team's assistance throughout the process.
Recommendations to others considering the product:
Zendesk is very easy to use with prompt and efficient help right at your fingertips.
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