Zendesk Suite
ZendeskExternal reviews
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A lifetime user!
What do you like best about the product?
It's super easy to train on which is my number one. I love the integration with Facebook messaging, Shopify, and Returnly.
What do you dislike about the product?
There's no easy way to forward e-mails to non-Zendesk users or emails without adding them as a CC. I also wish that the integration with Tymeshift was clearer when clicking between tickets.
What problems is the product solving and how is that benefiting you?
We've been able to help customers faster by having all of their Shopify and Returnly information right in front of us. Able to bring our handle times way down!
Awesome Support
What do you like best about the product?
The support agent replied super fast and on point after taking the chat.
What do you dislike about the product?
The queue wait time was at least exciting and at the same time annoying a little.
What problems is the product solving and how is that benefiting you?
I was merging tickets and did not know about disabling follow-up notifications. I did not know about the notifications part at that time, but the Support agent clarified what was unknown.
Recommendations to others considering the product:
Contact Support with trust!
Simple, easy to configure, train, use and customise.
What do you like best about the product?
Simplicity, ease of use, easy configuration
What do you dislike about the product?
Lack of inline images upon receiving emails
What problems is the product solving and how is that benefiting you?
Software application support for our b2b tech-savvy customer
Not happy unless I am using Zendesk
What do you like best about the product?
Zendesk reporting is just so customizable!
What do you dislike about the product?
Zendesk is a full-service suite for large-scale accounts. Setting it up can take some effort if you do not have basic computer skills and time for initial set up this is not the product for you. That being said, if you do, the setup time IS WORTH IT.
What problems is the product solving and how is that benefiting you?
We are transforming our support model from email-only to multi-channel. Being able to handle everything under one login is just amazing. Reporting is super fun for numbers nerds like myself. There are a lot of presets that are very useful, but you can also take the time to build out detailed reports that are specific to your needs and drill down much easier than any other support suite I have used.
My Day With Dane
What do you like best about the product?
Dane was super, super helpful and worked closely with me to try and resolve my issue.
What do you dislike about the product?
There was nothing to dislike about my helpdesk chat :)
What problems is the product solving and how is that benefiting you?
I realized that our TXT and SPF were off and we weren't receiving tickets through Zendesk. Dane showed me what needed to be done and sent me reference links.
I heart Zendesk
What do you like best about the product?
User friendly and lots of customisable options to set it up to suit your specific business needs.
What do you dislike about the product?
Not being able to export content easily, eg Guide, Macros, Shortcuts. I know there are tricks for a Jason file but this isn't user-friendly.
What problems is the product solving and how is that benefiting you?
Previous to me starting, the team had no idea what customers were contacting them about. Now I've built out the fields, we can now track this information and use it to make business decisions and improvements to the website.
Recommendations to others considering the product:
Nothing comes to mind, just use it.
Efficient and Informative
What do you like best about the product?
The rep quickly ascertained the problem and found a solution for both the issues I had. If they were taking some time, they would check in to ensure I understood what they were doing and that they were still there.
What do you dislike about the product?
Took some time to find where to contact a rep
What problems is the product solving and how is that benefiting you?
I learned that I need to look into triggers further and understand exactly what they all do and how to use them
Recommendations to others considering the product:
Building out the chatbot with more robust functionality, ie, the ability to collect Phone Numbers on users, the ability to connect multiple sections to the same part of the flow, functionality for user contacting a rep outside of operating hours.
Amazing in every way. Love it.
What do you like best about the product?
Zendesk does a lot of things right. It makes it easy to provide great customer support and not miss any requests. It makes it easy to collect the most often occurring problems and rank them. For me as the CEO it makes it easy to evaluate the work of our customer support team and the satisfaction of our customers. It makes it easy to see trends, such as how our ticket loads increases over time. It even made it easy for us to create a multi-lingual online manual for our products. Honestly, I couldn't be happier.
What do you dislike about the product?
I think it's a bit expensive and I don't really like the model to charge by the user. I would rather get charged on another dimension or have an option for a low-volume user. For example, we would like to have several agents that only handle a few specialized tickets a month. However, due to the pricing this is not possible, or only at very high cost. So we need to resort to some hacks, such as putting a few tickets out of Zendesk back into an email environment.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to provide amazing customer support and track how well we are doing on that dimension
Recommendations to others considering the product:
If you are not sure, use the free trial and give it a shot
Incredibly versatile solution, covering every area of support
What do you like best about the product?
Zendesk Support has it all. While considering different support solutions Zendesk really stood out for a small team. The feature set available is fantastic. It was so easy to set up our ticketing and support channels, even as a first time user I was able to build out our full implementation.
What do you dislike about the product?
Some settings are a bit challenging to find, especially if you are using the entire Zendesk suite. Mostly with how the different pieces work together, some settings are under that product, other settings for the same function might be under a different product or under the main admin section. Overall it's not too challenging, just a bit confusing when you first start using Zendesk.
What problems is the product solving and how is that benefiting you?
We are building out the Customer side of our organization. We already provided 24/7 support, but as we've grown it's become more of a challenge to manage without a system in place. Zendesk is providing us with tools and support options we didn't have on our own and allowing us to continue to provide best in class support at scale.
Recommendations to others considering the product:
This is a great solution if you want to offer robust support to your clients, but definitely give yourself time to set up the system and become familiar with it. Zendesk is a system that will scale with you as you grow your team and want to offer more or allow a small team to offer a huge range of options.
Using Zendesk is so easy and intuitive
What do you like best about the product?
Zendesk is a very well thought out customer support tool. The functionality is pervasive, and Zendesk also integrates with a lot of other tools we use. If I'm ever unsure how to use part of Zendesk's functionality, I can look to one of their thorough help articles. In the rare instances where a help article is not enough, Zendesk chat support walks me through anything I need to do.
What do you dislike about the product?
There is a slight learning curve to understanding how to use best practices, but once you figure that out, Zendesk is an extremely powerful tool.
What problems is the product solving and how is that benefiting you?
We've found a way to streamline all our incoming customer communications. We're able to make sure that inbounds are assigned to the right person on our team. Finally, we're able to carefully track performance and analytics so that we're always able to improve.
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