Zendesk Suite
ZendeskExternal reviews
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Great all-around platform for customer service
What do you like best about the product?
Combining multiple channels into a single product has been made simple and the interface is easy to use. This allows agents to field requests in a manner that best suits the end user.
What do you dislike about the product?
In order to split emails into multiple tickets requires use of 3rd party plugins. Also not a fan of the new layout that seems to be chat oriented, does not reverse sort which is important for email support correspondence.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to aggregate support requests in a single location, while still enabling the ability to leverage email, phone, and chat mediums.
Great tool with ability to customize for team needs/data collection
What do you like best about the product?
I like Zendesk because it gives me and my company a great way to manager client communications and questions about our product. Macros help us save time, tags help us look what kinds of requests are coming in more often than others, and ability to merge tickets ensures the same client is getting responded to really quickly. Success centre articles
What do you dislike about the product?
I dont think there is anything I dislike so far.
What problems is the product solving and how is that benefiting you?
It is helping us understand what types of articles we need to create more of for our customers and it is helping our agents deliver a consistently awesome response time as a team.
Fast, reliable service
What do you like best about the product?
I like the fast response from the chatbot and agents and the articles that they link me to.
What do you dislike about the product?
There are quite a lot of articles so it can be confusing figuring out which one will give me the information that I'm after.
What problems is the product solving and how is that benefiting you?
It makes it easier for my team to all respond to customer enquiries and give great service
Easy to use, easy to customize
What do you like best about the product?
I do really like the Support platform from a user perspective, and the trigger system is wonderfully dynamic and flexible. I like that form fields and are searchable now (terrific improvement). The marketplace is great for additional enhancements. Macro's are great for standardizing user responses.
What do you dislike about the product?
There are a few things that I'm critical of - like the disjointed admin experience at the moment. I find I have to bounce between Support and Admin to adjust users (moving them from staff to end user or vice versa), but I'm hopeful a more unified experience is on the way. Would like to see an improvement in the Support web portal so that it can more easily be adapted to support internal requesters (who sometimes are also agents), and lock it down so it's not available to just anyone.
What problems is the product solving and how is that benefiting you?
Zendesk originally was deployed to provide Tech Support to the internal staff, which it does fairly well (though if you're an agent, it often treats those users tickets differently, putting comments are internal notes). We then deployed to our call centre and customer relations teams. We deployed large forms for this purpose, and while they work well, I'm hopeful we can pare these down and refine them soon. We are now looking at onboarding our Sales team to Sell.
Zendesk is a powerful and stable one-stop shop for all your CX needs
What do you like best about the product?
First and foremost, Zendesk is super reliable software. I've been using their platform as Support Tech Lead for the last 4 years, and they are evidently putting a lot of effort into monitoring every bit of their service. This translates into a very smooth user experience, which is highly important when handling demanding customers in an online world.
What do you dislike about the product?
It comes with quite a high price tag, although they do have differential tiers that allow you to scale as you grow. Considering the high level of service, I would say this is probably justified.
What problems is the product solving and how is that benefiting you?
Zendesk allowed us to integrate customer inquiries from different channels, and have high visibility into our workload and workflows. We are constantly adding new triggers and automations that help us provide our end-users with tight support.
Zendesk Suite Review
What do you like best about the product?
Zendesk affords a simple, concise approach to a support helpdesk. It's easy to configure and easier to use.
What do you dislike about the product?
The cost of the product and the recent upgrade process was less than desirable.
What problems is the product solving and how is that benefiting you?
We're able to streamline our support tickets and manage reporting in a simplified manner.
Great for Small Teams!
What do you like best about the product?
Zendesk makes communicating with our customers easy and easy to track. The UX is better than I've found with other, similar programs. It is easy to store customer data, keep internal notes, and track tickets. The triggers and automations are a breeze and make the job of a small team much easier.
What do you dislike about the product?
One of the downsides for smaller teams is that some of the best features of Zendesk are for plans priced and built for larger teams. It would be great if that could be more accessible.
What problems is the product solving and how is that benefiting you?
Keeping track of customer inquiries, using macros to ensure everyone on the team can answer questions well, and using the knowledge base internally as additional staff support.
Zendesk is a very easy tool to use and they have started to add some really useful updates!
What do you like best about the product?
Ticket creation and reporting is very easy and practical, especially when using tabs to monitor and report on specific issues that arise; the support team are also very helpful.
What do you dislike about the product?
There are some basic things that zendesk doesn't do which a lot of other systems do, you can see these on some of the reviews on the website, one such example is replying to customers with multiple email addresses, the system doesn't intuitively select the correct address which makes it hard to respond. Another example is GDPR requests mean you have to download an app, that app either gives all the code we have used when solving tickets etc, and no option to amend what is shown. Finally the reporting suite has strange update times, on them so if I am trying to encourage agents to do more, sometimes we have to wait up to 2 hours for it to update and other times it will do it within 30mins of the last update.
What problems is the product solving and how is that benefiting you?
It helps us bring all avenues of contact together into one suite, meaning we don't have to have multiple systems open, its in one easy to store place. It also helps with agents finding previous tickets.
It's a great tool
What do you like best about the product?
I would say the easy customer service and the triggers that simplify the user experience
What do you dislike about the product?
Sometimes the interface slows down & some bugs appear here and there.
What problems is the product solving and how is that benefiting you?
Easy feedbacks from the customers especially with the widget
magnificent product
What do you like best about the product?
i like how is it easy to use and pefrect for customer feedback and relations
What do you dislike about the product?
sometimes it have bugs or it get slow , or the instant chat get laggy
What problems is the product solving and how is that benefiting you?
customer complaints and relations , feedbacks about our services
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