Zendesk Suite
ZendeskExternal reviews
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A bit complex to set up but very easy to use once configured!
What do you like best about the product?
It's super easy to use once you're going
What do you dislike about the product?
Getting voice set up was frustratingly difficult
What problems is the product solving and how is that benefiting you?
Managing our sales pipeline for a new service
A bit too early to say what benefits have been realised!
A bit too early to say what benefits have been realised!
Recommendations to others considering the product:
N/A
Zendesk is user-friendly and one of the best tools I've used to keep track of tickets
What do you like best about the product?
The app integrations are great for making it geared toward our own business goals
What do you dislike about the product?
Zendesk Explore is a little challenging to use
What problems is the product solving and how is that benefiting you?
It is helping us gather more insight into tickets than just answering them.
Suitable for indie hackers too
What do you like best about the product?
Ease of use - it works. Also, Zendesk is an industry-standard so everybody knows how to work with it from the very beginning - easy onboarding. The only reason I can see for not using Zendesk is if you want something more custom or want to build your own. If you are a startup, you are probably going to grow faster than you can afford and its great to have a tool to scale the team. The best part of Zendesk is the customer service. The customer service team is always available and very efficient at solving any problems that arise. Integrations - the variety of integrations you can actually use is pretty impressive. I think the main reason is its the most commonly used customer service tool so there are lots of integrations available. If you are a more prominent company, it's good to have a vendor that you can go to and have them solve the problem. Collaboration - people can post ideas, comments, and suggestions to the support ticket.
What do you dislike about the product?
After updating a ticket it takes time to propagate its state into the rest of the system (e.g. search). Search is a bit slow and the search form is not very comfortable to use in small screens. Search could be a bit smarter. In the ticket detail view, it's hard to see how many comments are on the ticket, or see what they say. The normal ticket editing form has some fields that are irrelevant to most users and some, like the links, that aren't very useful. The basic plan is quite limited e.g. you're not able to update ticket list views. The ticket summary page is not very useful, and doesn't mention many of the things you can do with a ticket. It's not a perfect solution but it's a reasonable one and it does most of what we need.
What problems is the product solving and how is that benefiting you?
To start with, we have been facing a lot of challenges with our customer support. We were using the Zendesk support for quite some time, but not in the most effective manner. We have figured out that the most valuable and important information was hidden from the eyes of our agents. The data was just lying around and was not organized in a way that could be easily used by our agents.
What we have achieved with Zendesk is that we have made our data much more accessible and organized. This has made our support processes more effective and efficient. This was a vast improvement from how we were managing our support previously. We have also been able to identify the customer segments more clearly, which has helped us to target our customer service campaigns more effectively.
What we have achieved with Zendesk is that we have made our data much more accessible and organized. This has made our support processes more effective and efficient. This was a vast improvement from how we were managing our support previously. We have also been able to identify the customer segments more clearly, which has helped us to target our customer service campaigns more effectively.
Recommendations to others considering the product:
It does take some getting used to, but once you get it, it's very powerful. It's especially easy to use if you are already familiar with Zendesk, but it can be used as a standalone help desk or knowledge management system, either way, it's very effective. You just need to get used to the way it works. I've been using help desk software for many years, and I've used a lot of different kinds, but this is the best one I've ever used. I would recommend this product to anyone who is looking for help desk software, or who needs to add a knowledge base to their website.
Robust Solution
What do you like best about the product?
Highly customizable yet cost effective. You can get incredibly creative with business rules. Works for external support as originally designed, but also internal support. Tool was built with the API as a backbone which enables a lot of cool integrations and automations.
What do you dislike about the product?
Would like to see an increased focus on tools native tools to cater to internal support; similar to Service Now and work streams. There are marketplace items but have severe limitations.
What problems is the product solving and how is that benefiting you?
Internal Helpdesk (HR primarily)
An excellent tool for customer support
What do you like best about the product?
We use Zendesk as a unified help center - we have our FAQ, tutorials, and company announements in it, and we use it to answer inquiries from our customers. Zendesk helps us streamline our customer support activities, and we can address any email in the least amount of time with the help of pre-made answer templates. We have integrated all our social media channels with Zendesk so we don't need to use different accounts to answer all inquiries.
Following up with our users is very easy, and there is a mobile app to answer tickets even on the go.
Following up with our users is very easy, and there is a mobile app to answer tickets even on the go.
What do you dislike about the product?
There is no forwarding functionality - i.e., if you want to forward an email to a user who is not a Zendesk agent, that is not possible.
What problems is the product solving and how is that benefiting you?
Streamlining customer support and optimizing the work of the customer support team.
Great platform all round, but starting to feel dated.
What do you like best about the product?
How easy it is to use. It is easy to add agents, channels & routing. The reporting tool is also excellent.
What do you dislike about the product?
The fact that Zendesk does not read the language of Whatsapp tickets. Therefore, all of our non-English tickets are read as English, resulting in manual triage
What problems is the product solving and how is that benefiting you?
We are able to tackle our customers' most pressing concerns due to Zendesk's excellent reporting tool, which is customisable and allows us to pinpoint areas of improvement for the business.
Above mediocre CRM platform
What do you like best about the product?
Manages my contacts nicely in an organized manner
What do you dislike about the product?
Filters are not super friendly to non-techy people.
It can be somewhat confusing when I'm trying to filter out specific lists.
It can be somewhat confusing when I'm trying to filter out specific lists.
What problems is the product solving and how is that benefiting you?
Contact organization.
Consistently overall positive experience communicating with customers.
What do you like best about the product?
The ease of setting up ticket forms and ability to view necessary information that is taken in from a form submission on the ticket level.
What do you dislike about the product?
Experience is needed when creating filters to not mistakenly cause more significant issues across channels. More video walkthroughs would be very helpful to allow easier entry into using these tools.
What problems is the product solving and how is that benefiting you?
The primary solution we have found for our team is in the ability for Explore to create a large variety of metrics across different team members and products showing any possible gaps in our support structure.
AOMC uses ZENDESK!~
What do you like best about the product?
Easily track conversations, create, publish & organize articles.
Multi-channel support: email, web, phone, chat, & social media
Multi-channel support: email, web, phone, chat, & social media
What do you dislike about the product?
The add on apps arent always correct. They seem to give other customer information at times
What problems is the product solving and how is that benefiting you?
Helps our agents solve problems quickly by lining up related tickets into queues.
A great software that with a lot of options, customization options for Chat widget could be broader
What do you like best about the product?
Various channel integrations for support
What do you dislike about the product?
Lack of customization for the Chatbox integrated into the website
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite help track all customer interactions in 1 place. I've realized the benefits of having all the channels pour into one place
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