Zendesk Suite
ZendeskExternal reviews
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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.
The best tool for any E-Commerce business.
What do you like best about the product?
Zendesk allows you to filter all customer queries into organized folders and easily recognize the most time-sensitive emails.
What do you dislike about the product?
Some of the formulas/settings are difficult to understand sometimes.
What problems is the product solving and how is that benefiting you?
We are solving Customer service requirements and we have realized that Zendesk allows us to scale according to demand.
Recommendations to others considering the product:
Find a professional with experience to set-up the suite to company needs.
Making Tech Support Easier All Around
What do you like best about the product?
The ability to manage groups, triggers, and macros with as much detail as possible. Quick response from Zendesk tech support team.
What do you dislike about the product?
Not being able to unmerge tickets. Having to uncheck "Make comment public" and not being able to change this setting for a specific group, forcing that setting to apply to our entire organization. This may be dependant on the subscription my company has, but I am not sure.
What problems is the product solving and how is that benefiting you?
Tech Support Issues, Handling internal requests for real estate listings, marketing materials. The benefits are transparency and documentation. It allows our entire team to see and search requests that have come in or have been submitted in the past. We used to support these issues with a shared mailbox, which was cumbersome and prone to many issues with overlap and missing work.
Recommendations to others considering the product:
More continuity between the new Admin interface and Support portal
Quick and helpful
What do you like best about the product?
The fast and accurate communication. I was in the loop the whole time.
What do you dislike about the product?
There was nothing to really dislike. My issue was resolved in the next update.
What problems is the product solving and how is that benefiting you?
We use it to quickly communicate with customers and resolve their technical issues.
Recommendations to others considering the product:
Learning how to use macros saves so much time.
Excellent depth and metrics
What do you like best about the product?
Team management, user data tools, reply rulesets
What do you dislike about the product?
Automated chatbot is not my favorite communication channel
What problems is the product solving and how is that benefiting you?
Quality of agent response, response metrics, data exports.
Recommendations to others considering the product:
Use the chat channel for fast response
Very helpful service and easy to organize information.
What do you like best about the product?
Before Zendesk, our help desk ticketing system was outdated. Once we realized how organized Zendesk was and all the possibilities for reporting, we knew we had to make the switch. It's been great ever since; we're able to do everything in one platform, and the ticketing support suite is easy to use for even the newest team members.
What do you dislike about the product?
The support suite is excellent, but I wish it were easier to learn how to build reports around these support features. I also don't like that you can't initiate a text message from a ticket, though you can reply to a text message already received. It would be great if we could add attachments to the text messages. Also, to have the capabilities to see what tickets are currently viewed, edited, or idle by any agent, even if there is no assignee. Lastly, if a customer writes in multiple times or calls in numerous times, I wish it would be grouped without having to merge all. I would love to also be able to send automated emails to customers at certain times and in batches.
What problems is the product solving and how is that benefiting you?
Zendesk has tremendously impacted the way we organize our teams and inquiries. With so many customizable views and triggers, we can easily tag things and assign them to the appropriate team/team member. We are no longer responding to customers through an outlook inbox that fills up space quickly with images. Now we can have multiple people working on tickets at one time with access to assign them to themselves and a beneficial way to follow up as we often have to do.
Recommendations to others considering the product:
It's 100% worth the leap as there seems to be nothing like it on this scale available for eComm. It's very easy to customize with the right amount of basic features already set up for you.
Great experience! Very responsive support!
What do you like best about the product?
The live chat agent got back to me right away. The agent was very knowledgeable and responded very quickly. Some issues needed additional technical support and the agent facilitated the process.
What do you dislike about the product?
The interface to find the live chat option was not very intuitive. I had to go through a bot before it assigned my ticket to an agent. The answer bot could only answer very general questions.
What problems is the product solving and how is that benefiting you?
I had an issue with Mobile App Chat SDK integration with my company's app.
Zendesk gets the job done
What do you like best about the product?
Zendesk allows us to handle client requests as a team efficiently and effectively.
What do you dislike about the product?
Some of the UX could be improved. For example, the app is not very good at all, I wish it were more user friendly.
What problems is the product solving and how is that benefiting you?
We are able to make sure every external request gets handled by the appropriate team in a timely manner, for a reasonable cost.
Zendesk is the Best
What do you like best about the product?
What I like the best about Zendesk is the relatively simple use of managing several tickets in one place. I am able to see who is working on the same case in real-time and has the flexibility to implement rules that can adapt to a growing company.
What do you dislike about the product?
Im not a fan of the current WhatsApp implementation process because the article I found was outdated or perhaps was not meant for the current Zendesk plan I'm using. It's not relatively obvious from the Admin portal where to call should I would like support over the phone and I wouldn't mind having a reminder of who my Account manager is (posted somewhere in my account desktop or settings. I used the chat feature available from which a kind person tried to help me but was relying on the articles from which I affirmed I needed an account manager.
What problems is the product solving and how is that benefiting you?
The problem Im solving with Zendesk is that I have several offices from which are located in different countries. With Zendesk I'm able to have a one-world shared view of the path a ticket traveled throughout the company. Should a recipient send several different emails I'm able to have a relatively simple view on a left-sided bar to give me an indication that, "hey, there are other similar emails, let's merge them"
Recommendations to others considering the product:
I would definitely recommend Zendesk and would advise first seeing what Zendesk can integrate with prior to purchase. Zendesk will take dedication to implement but once it's up and running it pretty smooth sailing.
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