Zendesk Suite
ZendeskExternal reviews
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I like Zendesk a Lot
What do you like best about the product?
Man, the ability to tag and create insights is an incredibly useful tool. I can't think of a decision we've made as a team without consulting our Explore dashboards.
What do you dislike about the product?
There are specific features that have long been requested for Help Centres that remain unworked on. Crossposting articles to multiple sections would be one of the most beneficial tools to help our users, but forum comments about this use hacky coding and date back several years. Would love to see the addition of this feature!
What problems is the product solving and how is that benefiting you?
We're able to help our users faster than ever before. Our first response time and average requester wait time have greatly decreased thanks to the insights we've been using.
Zendesk Support has been great at identifying and explaining the issues when I have troubles.
What do you like best about the product?
The customer support and aesthetic of the UI
What do you dislike about the product?
Ticket viewing needs to be more likeJIRA
What problems is the product solving and how is that benefiting you?
Setting up SPF record. I noticed they are very supportive
Recommendations to others considering the product:
Consider your needs and customer experience to be as easy as possible
Market leading for a reason - best in class customer service management tool.
What do you like best about the product?
The fact it brings all our comms channels into one place. At the moment all of our staff need to login to plenty of different apps and channels to manage everthing which makes work cumbersome to manage and less efficient. Having the ability to bring everything into one seamless platform where all channels can be monitored is a big reason for the us using the platform. The reporting and analytics to monitor volumes through our various businesses will be a invaluable to resource management going forwards. It will also allow us to monitor our staff who are remote working more effectively.
The fact it integrates with a wide range of channels to really give you that multi channel approach is a bit plus.
The fact it integrates with a wide range of channels to really give you that multi channel approach is a bit plus.
What do you dislike about the product?
The user interface could be better; it does take a few helpful guides to get to grips with where everything is. From an onboarding perspective it's very self help orientated. It would be good to have an initial conversation with an agent of Zendesk to help go through the initial steps. You need to be prepared to learn all the details and setup yourself unless you are prepared to pay for an additional support service to get you onboard and setup. Also for people who don't like reading long documents, having more video content available to be able to see how things are done would be advantageous.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to streamline our customer services operation so that we can be more efficient in how we deal with customer quieries. This should increase the speed of service to our customers going forwards whilst also being able to monitor staff producitivity. Being able to accurately report on all areas of our customer service operation in just a few clicks has saved the management team plenty of time already.
Recommendations to others considering the product:
I would heavily recommend going through all the plans available and considering whether you need everything from day one. We are planning to build up the service level as we get familiar with the platform. We ended up going for a lower package than straight all in for the enterprise version and feel we can get just as much benefit from this to start with compared to how we run things already. It's too easy to jump in with two feet for all the features but some of them are a bit overkill for what you probably need straight out of the box.
My experience with Zendesk
What do you like best about the product?
It has a macros feature that simplifies answering common queries and FAQs.
Somebody can categorize incoming tickets to different views making it easier to sort emails.
You can integrate it with other apps.
Somebody can categorize incoming tickets to different views making it easier to sort emails.
You can integrate it with other apps.
What do you dislike about the product?
The filtering feature is not well optimized. You don't get accurate results while searching for something specific.
What problems is the product solving and how is that benefiting you?
It is a tool that we used for day-to-day customer support. It was efficient to address the massive bulk of customer queries coming in.
Recommendations to others considering the product:
It is a very cheap and easy-to-use helpdesk tool. Easily integrates with other apps
Easy to use and fully integrated with leading apps
What do you like best about the product?
ticket and chat support that help customers.
What do you dislike about the product?
chatbot needs more work to be implemented for the more accurate suggestion.
What problems is the product solving and how is that benefiting you?
functionality
User friendly with great support
What do you like best about the product?
ZD makes it easy to navigate. Should there be any issues, their support team is thorough and assists in a timely manner.
What do you dislike about the product?
Not a fan if you merge tickets you cannot then unmerge them.
What problems is the product solving and how is that benefiting you?
Our Talk "Listen" feature was not working and they were able to fix on our off hours
Great for managing customer support inquiries and supporting multi-channels.
What do you like best about the product?
User-friendly, easy to use and learn. Has everything you need.
What do you dislike about the product?
Tracking and analytics on Zendesk Explore is quite difficult to manage
What problems is the product solving and how is that benefiting you?
Overall it's a great platform to organize emails, chats, and phone tickets. Phone browser is a little tricky sometimes.
Standard for Support Software
What do you like best about the product?
Zendesk is clearly the standard for helpdesk software. They seem to have thought of everything that is necessary. I like that I can answer any channel (phone, fb, ig, email, chat) from one place.
What do you dislike about the product?
The product tiers are too dialed in - there's always a few "almost" critical features that are just one tier up.
What problems is the product solving and how is that benefiting you?
Enables us to consolidate all our customer touchpoints. Since it is the industry standard, we're able to find expert help for setup.
Recommendations to others considering the product:
Definitely the industry standard. Make a checklist of what you need, then decide the pricing tier you need vs want.
Zendesk Support Review
What do you like best about the product?
The ease of use, coupled with the great features all in one product. Its been very convenient building different use cases with integrations to automation tools like Zapier and via their API's. Their support team also does a good job of resolving issues we've experienced in the past and are friendly.
What do you dislike about the product?
The pricing makes it hard to scale up since you cant mix and match license types, so you have to be careful with this.
What problems is the product solving and how is that benefiting you?
We use it to manage a host of tasks for call centre agents, as well as a few less conventional use cases. Its been invaluable in ensuring that we have proper tracking and reporting of various tasks.
The best support app.
What do you like best about the product?
Account Alerts
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
Account Alerts
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
Account Alerts
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
What do you dislike about the product?
There are a few integrations that could use some work.
Trigger logic is slightly flawed.
Native chat widget for Vue Storefront is missing.
User permissions can be too broad.
The phone app crashes occasionally.
API is very powerful, but sometimes a bit difficult to utilize.
Trigger logic is slightly flawed.
Native chat widget for Vue Storefront is missing.
User permissions can be too broad.
The phone app crashes occasionally.
API is very powerful, but sometimes a bit difficult to utilize.
What problems is the product solving and how is that benefiting you?
Provide a large number of methods to interact with customers.
I can maintain logs of customer interactions.
We have a better organisation.
I can maintain logs of customer interactions.
We have a better organisation.
Recommendations to others considering the product:
Zendesk is the best support software and I highly recomend to anybody who wants to make sure the relationship they have with thier customers is better handled and maintained.
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