Zendesk Suite
ZendeskExternal reviews
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Easy setup and great support tool
What do you like best about the product?
Zendesk is a great tool to have on the website to provide excellent customer service. It was easy to deploy onto our website and activate the necessary channels. I was surprised at how easy it was to personalize the settings and how responsive they were.
What do you dislike about the product?
I would like to see a more user-friendly way to access the agent workspace as well as the admin sites. I think if the two were merged or the interface was made in a way that allowed the agent/admin to switch easily between them.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite it helping to support customers with the technical challenges on the website and offers assistance with purchasing or sales inquiries. It helps to keep communication clear and organized.
Very quick response time!
What do you like best about the product?
The fact that the team member (Gabbie) was able to figure out a solution to my issue in a matter of minutes is enough for me to recommend Zendesk Support Suite to just about anyone.
What do you dislike about the product?
The biggest downside to Zendesk as a whole, is the learning curve. It definitely takes a good amount of time for new users to get comfortable using the platform.
What problems is the product solving and how is that benefiting you?
While my company does in fact have it's own internal support team. Zendesk's Support Suite gives me direct access to a team that are experts on nothing but Zendesk!
Covers everything we needed for omnichannel and global support
What do you like best about the product?
The setup and integration into our systems was straightforward and not as cumbersome as other CX platforms. We were able to get a handle on completing the setup for multiple brands and languages in no time.
What do you dislike about the product?
Very few - We work with multiple brands so duplicating support articles would have saved a lot of time, but other than that, it's been a positive experience for our agents and customers so far.
What problems is the product solving and how is that benefiting you?
Easily handling a team of agents(and customers) located across the globe.
Fast & Quick Communication!!!
What do you like best about the product?
I like that even though I was chatting with a bot, someone contacted me via email within an hour.
What do you dislike about the product?
I enjoyed the service, no dislikes. The service was quick, and the communication was excellent!
What problems is the product solving and how is that benefiting you?
IT technicans can communicate and track ticket progress from one screen.
I had a very quick and acccurate turn around on my questions.
What do you like best about the product?
It was Effortless to use. The Quick response was cheerful and helpful.
What do you dislike about the product?
There is a need for a more extensive library or a list of known ways to use. The library is very simplistic and could use more technical information.
What problems is the product solving and how is that benefiting you?
I was looking for a way to report on Time online in a historical sense. But unfortunately, it is not available at the this time. Please address.
Overall great with a few bumps in the road
What do you like best about the product?
The system is really great and has a lot of good functionality for supporting our customers and reporting on their experiences.
What do you dislike about the product?
The level of support you receive when you've run into issues. A lot of times your requests are met with a link to the Help Center.
What problems is the product solving and how is that benefiting you?
It's allowing customers to connect with us on chat and email.
Great tool to manage your supporttickets with a few shortcomings
What do you like best about the product?
Zendesk is a great tool to manage and control the Support tickets of our business.
There are a lot of tooling to suit our needs.
Also, the portal access for customers is very user-friendly.
Up-time is also very good. In 5 years, we only experienced a minor downtime of a few hours.
Last but not least, the Support from Zendesk is excellent. I always get an answer to the question within a day.
There are a lot of tooling to suit our needs.
Also, the portal access for customers is very user-friendly.
Up-time is also very good. In 5 years, we only experienced a minor downtime of a few hours.
Last but not least, the Support from Zendesk is excellent. I always get an answer to the question within a day.
What do you dislike about the product?
Since Zendesk has forcefully upgraded us to the 'Zendesk Agent Workspace', the layout is not optimized for e-mail-based support.
The newest ticket comments will be shown at the bottom of the screen.
There is (still) no option for changing the layout to put the latest comment on top.
When using triggers or automation, there is no option to comment on a ticket. Hope this feature will be added soon.
The newest ticket comments will be shown at the bottom of the screen.
There is (still) no option for changing the layout to put the latest comment on top.
When using triggers or automation, there is no option to comment on a ticket. Hope this feature will be added soon.
What problems is the product solving and how is that benefiting you?
We lacked a support tooling to effectively manage our support tickets.
Using Zendesk solved this issue. It is also great for creating knowledgebase content for customers.
Using Zendesk solved this issue. It is also great for creating knowledgebase content for customers.
Review for Zendesk
What do you like best about the product?
The helpdesk is supportive.
It helps users in effective and timely manner.
It helps users in effective and timely manner.
What do you dislike about the product?
Sometimes it takes quite a time to solve the issue, but that's understandable as everything has its own tat.
What problems is the product solving and how is that benefiting you?
It helps us in resolving our issues on a timely basis.
ZD is not stuck 1875, they define CSCX trends
What do you like best about the product?
The constant upgrades and improvements help my agents do their job better. While it is challenging to keep up with the changes, it gives me tons of headaches; it does keep me engaged and provides me an avenue to optimize my workflows. One major launch which I particularly liked was Agent Workspace. It was not perfect, but way better than the OG.
TLDR: It stimulates my brain. Also, happy agents = happy customers.
TLDR: It stimulates my brain. Also, happy agents = happy customers.
What do you dislike about the product?
I have been using ZD since vanilla; I noticed that recent product launches do not necessarily come with the relevant support and tools to make them efficient and effective. For example, Answer for Flow Buider was launched without a reporting tool. How do you expect me to justify and promote ZD to my Boss? I can't keep explaining that it is on the roadmap with no defined timeline.
While Messaging has been a significant game changer, many elements were not ready during launch. I can understand why many clients are hesitant to migrate from Chat to Messaging. I would have halted the migration, too, knowing the significant after-effects.
Sadly, ZD Support staff were unprepared and struggled to understand the difference between MSG and Chat. Honestly, seeking help for Messaging was not a pleasant experience.
TDLR: Messaging felt like a half-baked cake with flashy decorations.
While Messaging has been a significant game changer, many elements were not ready during launch. I can understand why many clients are hesitant to migrate from Chat to Messaging. I would have halted the migration, too, knowing the significant after-effects.
Sadly, ZD Support staff were unprepared and struggled to understand the difference between MSG and Chat. Honestly, seeking help for Messaging was not a pleasant experience.
TDLR: Messaging felt like a half-baked cake with flashy decorations.
What problems is the product solving and how is that benefiting you?
With the onset of Flow Builder for Answer Bot, it manages to help deflect away a significant number of Tier 1 queries by allowing customers to self-help. Additionally, the launch of the Answer for Flow Builder made it even better. We were not only limited to relying on option flows, but we were also able to provide intent and train the Bot to be a better Bot!
Easy to use and efficient.
What do you like best about the product?
The help is immediate if you're having an issue and zendesk allows two logins for the phone app for both my companies.
What do you dislike about the product?
The reply to a ticket sometimes gets lost in client's inbox.
What problems is the product solving and how is that benefiting you?
It has helped me with adding my consultants as well as branding.
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