Zendesk Suite
ZendeskExternal reviews
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Zendesk is once of best in Market for Customer Service
What do you like best about the product?
It has a unique ticket ID for each conversation; hence chances of misses are very minimal. Support is always aviable quick.
What do you dislike about the product?
Few trim options like keeping a ticket on-screen or hidden are very hidden; it should be somewhere up where it is visible on screen.
What problems is the product solving and how is that benefiting you?
I have been able to track all conversations individually without any misses
Best in class and reliable
What do you like best about the product?
Having used various ticketing solutions, they all come with a certain degree of limitations, where arranging unique inboxes per group/team or applying automations/macros. I like that I have not yet come across any such limitation with Zendesk, as we can allow our unique teams worldwide the ability to manage their ticketing queue exactly in the manner that suits them. There is also no need for the automations/macros from other teams to apply/be available across all groups and it helps simplify the view and remove clutter.
What do you dislike about the product?
Zendesk have an excellent 'Side conversation' function which lets you initiate correspondence with different invididuals within a single ticket. This means all people in copy don't need to receive communications, but these will be recorded within the same ticket. As our team like to use the mobile applications, I don't like that this function is not available or even visible on these and hope this will be introduced soon.
What problems is the product solving and how is that benefiting you?
We need multiple integrations with our CRM, Contract provider, JIRA, Zoom etc and Zendesk can provide them all in a fairly seamless manner. We have realised our finance, marketing and development teams can easily obtain relevant information/data without any manual processes.
Recommendations to others considering the product:
If comparing to other platforms, the simple like for like comparison could be misleading e.g. as many platforms offer integrations, it's worth finding out if they have limitations e.g. one-way only or available on certain packages only. Also, where users need responsive/reliable performance, a trial of Zendesk should so it far superior to nearest competitors.
Customizable Support Experience
What do you like best about the product?
The ability to customize so many aspects of the product is the reason we chose Zendesk. We needed a way to set up a flexible ticket categorization system to report on both support and product performance and we got what we needed. We were also able to set up custom priorities, SLAs, and business rules, which has been a great help.
What do you dislike about the product?
Most customizations require additional developer effort and in-house developers simply don't have the time to go through the extensive and at times chaotic Zendesk documentation. As a result, the support team needs to be pretty tech-savvy to understand and describe the capabilities of Zendesk and the process of implementing them. Having so many customization options also leads to added frustration when after extensive research you realize that some are of the product is completely inflexible and can't be customized. Generally, a good Zendesk setup will require you to work with an external consultant.
Also, some features seem to be just for show: for example, Answer Bot is not a very useful feature and doesn't seem to be getting any attention in terms of further development.
Also, some features seem to be just for show: for example, Answer Bot is not a very useful feature and doesn't seem to be getting any attention in terms of further development.
What problems is the product solving and how is that benefiting you?
Zendesk is an all-in-one support system that helps us manage all our channels from the same workspace. We're able to understand our key metrics across different channels.
Great SaaS Service Desk platform
What do you like best about the product?
It is easy to configure, you can be up and running in a week
What do you dislike about the product?
Some of the extra features quite slow to be rolled out / require extra cost
What problems is the product solving and how is that benefiting you?
Providing customer support to internal and external customers
Great Tool For Customer Service
What do you like best about the product?
The ease of grouping tickets by issue type, the different ways of communication for customers to reach us, and the reporting options.
What do you dislike about the product?
I wish more views were available on the lefthand side, but that seems like a "first world problem".
What problems is the product solving and how is that benefiting you?
We're able to answer our customer issues much more quickly with the chat function than we have in the past via email. Customers are much more satisfied with this.
Recommendations to others considering the product:
It's a wonderful piece of software that will solve many of your customer service problems.
Solid management tool for Chat and Support
What do you like best about the product?
Good features on all Zendesk products. The tool brings good customization feature based on business use case and logic. Good documentation of APIs and feature manual for ease of implementation. The explore tool dashboard is flexible to create your own dashboard and reporting.
What do you dislike about the product?
Zendesk is expensive. There is nothing like pay peruse and all nice features are only available on high tier product (enterprise version). The customer service is slow unless you pay for professional services.
What problems is the product solving and how is that benefiting you?
We have solved our email management issue by integrating 100s of emails and customizing email responses and email descriptions to run multiple commands and strategize response and automation. Zendesk also provides a good marketplace that provides features that Zendesk tool cannot provide out of the box. Also, we have used Zendesk SDK chat services to implement a bot feature that processes NLP and provides assisted answers and automation on chat.
Zendesk gives you everything you need, and more, to deliver a great customer support experience
What do you like best about the product?
Having everything available in a single, integrated package.
What do you dislike about the product?
There are times when you would like to pick and choose what you want to add for your account/certain agents. But the way it's structured it's all or nothing.
What problems is the product solving and how is that benefiting you?
We use Zendesk to communicate with customers and internal over a long and complicated customer journey. Being able to do that easily and consistently is really helpful.
Very User Intuitive
What do you like best about the product?
Very easy to use. I picked up using this application quickly. I have used this as an admin and as an end user in my role.
What do you dislike about the product?
It would be ideal if the SFDC integration was a bit more robust. My prior company used SFDC for support cases, and it was nice to have all of the account information and cases in one place. Having to toggle back and forth between the two is not ideal.
What problems is the product solving and how is that benefiting you?
Viewing customer support cases and working with our support engineering team.
Make supporting your customers easy!
What do you like best about the product?
Zendesk provides all the tools you need and it's easy to understand how to integrate them.
What do you dislike about the product?
For now, you can only start a live chat when you set your profile to English (US) if you need assistance to set up your account.
What problems is the product solving and how is that benefiting you?
Tickets / questions of customers all in 1 place.
We have been using for a few years now. Usually it is easy to get help from Zendesk Support
What do you like best about the product?
User interface is easy to use, and there is good instructions on the web
What do you dislike about the product?
Sometimes when asking for help from Support, I get copy pasted replies and it seems the support agent has not read my question well
What problems is the product solving and how is that benefiting you?
Ticket handling with many agents. Handling this many tickets with Outlook would not be simple possible.
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