Zendesk Suite
ZendeskExternal reviews
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Customer service multitool
What do you like best about the product?
Zendesk allows you to concentrate on the customer experience and on offering excellent customer service by offering a great out-of-the-box customer service suite.
We mainly focus on live chat and email and I love how easy it is for our team to focus on the open tasks. Especially the shortcuts in chat and the macros make our lives so much easier by prefilling necessary information - it really helps us to serve more customers in less time!
The customisation options through Zendesk's own or 3rd party provider's features are endless and I love how everything is tracked so you can analyse the data and improve your processes constantly.
The Zendesk service absolutely excellent as well, especially the live chat has helped me numerous times. I usually receive support within minutes and never had the feeling that the support was not knowledgeable.
We mainly focus on live chat and email and I love how easy it is for our team to focus on the open tasks. Especially the shortcuts in chat and the macros make our lives so much easier by prefilling necessary information - it really helps us to serve more customers in less time!
The customisation options through Zendesk's own or 3rd party provider's features are endless and I love how everything is tracked so you can analyse the data and improve your processes constantly.
The Zendesk service absolutely excellent as well, especially the live chat has helped me numerous times. I usually receive support within minutes and never had the feeling that the support was not knowledgeable.
What do you dislike about the product?
Zendesk offers a lot of options and can therefore get a little overwhelming. You really need to know your way around the different customisation options and your personal setup, it takes a bit of time for new admins to really be comfortable with the whole suite.
What problems is the product solving and how is that benefiting you?
We're supporting our customers through live chat and email and especially shortcuts and macros allow us to serve more customers in less time.
We also use the Zendesk Help Centre to create content in order to improve the self-service rate.
In addition to that, the multitude of customisation options really allow us to customise the information we collect in order to analyse and adapt our processes constantly.
We also use the Zendesk Help Centre to create content in order to improve the self-service rate.
In addition to that, the multitude of customisation options really allow us to customise the information we collect in order to analyse and adapt our processes constantly.
One Year Strong
What do you like best about the product?
Zendesk has really allowed our team to streamline our Technical Support, and document internal processes.
What do you dislike about the product?
The chat bot is not the best, but once you talk to a live person, they're always so kind and helpful. It's also possible to get a real person on chat, so it works out.
What problems is the product solving and how is that benefiting you?
We are a growing team, and the Zendesk Support Suite has allowed us to grow a cohesive team and grow in a scalable way.
Pretty and has great customer service!
What do you like best about the product?
Great support, user friendly, massive knowledge base
What do you dislike about the product?
Like all options for CS the add-ons and the new features to buy
What problems is the product solving and how is that benefiting you?
Incredible automations and workflow, knowledge articles to get quicker answers for customers, simplifying workload for all agents
A Comprehensive Client Communication Suite
What do you like best about the product?
When we first started our agency, we needed an easy way to communicate with clients about their requests. ZenDesk Support was phenomenal for consolidating all of that work into a single place. We ended up using nearly the entire Zendesk Suite by the end of the second year in business as we grew.
What do you dislike about the product?
Pricing for ZenDesk Sell became prohibitive. Also, ZenDesk help desk started great but by the end of 2020 was nearly unresponsive. Most importantly, there wasn't good project management options and we found another platform that did it all and for much cheaper.
What problems is the product solving and how is that benefiting you?
Streamlining client communication and managing a paper trail of requests.
Recommendations to others considering the product:
It's a great place to start for small digital agencies. Using the canned responses and macros is a game changer.
Good experience
What do you like best about the product?
The ability to integrate with other platforms
What do you dislike about the product?
The help documents are not always helpful
What problems is the product solving and how is that benefiting you?
customer queries are answered better
Zen desk review
What do you like best about the product?
Quick response and friendly service with good agents
What do you dislike about the product?
Closes chat after a long time of not responding
What problems is the product solving and how is that benefiting you?
Issues with the platform. They were able to find and resolve the issue.
Recommendations to others considering the product:
It's a great platform. Easy to use and very user friendly.
Easy enough to get rolling, advanced features included if willing to pay.
What do you like best about the product?
Middle-of-the-road approach to easy-of-use vs. customization
What do you dislike about the product?
Feel like being nickle-and-dimed over feature costs. Also, if need certain additional features for just a few users, must buy feeature for all users. In addition, their support is hit-and-miss.
What problems is the product solving and how is that benefiting you?
Centralized support. Decent reporting (at least with Enterprise edition).
Recommendations to others considering the product:
Be prepared to make an investment if you want serious features.
A few hiccups but after some tweaking, a mostly automated process
What do you like best about the product?
There are a lot of tools that help automate the process of tickets from start to finish. Triggers are easy to setup and automating tasks such as macros are used heavily by my team. There's a lot of value in the ZenDesk Support Suite.
What do you dislike about the product?
A few missing features, such as scheduling functionality for triggers and webhooks. There is also an issue with the spam filter algorithm where a customer kept getting flagged as spam and suspended his messages. Even after recovering a few of them, the algorithm still kept flagging his messages as spam. The editor UI can be better as well. The formatting toolbar is to be desired. It's missing a lot of functions.
What problems is the product solving and how is that benefiting you?
We are using ZenDesk Support Suite to provide technical support on our products to our customers. If any issues arise or a feature request, they can write in to us and provide any information they have about it. Any new tickets get routed to a group. It's simple to setup alerts (email and Slack integration) for new tickets so that our engineers are alerted.
Using Zendesk Support Suite as a team lead
What do you like best about the product?
The intuitive and detailed options for reporting and the easy overview of tickets to be done and SLAs through the views. Also whenever experiencing an issue their support team assists in a quick and helpful manner.
What do you dislike about the product?
I really miss a feature automatically reassigning tickets from agents not on shift as well as reminding agents of SLAs on their tickets.
What problems is the product solving and how is that benefiting you?
All kinds of issues ranging from account related, over gameplay to purchases.
Easy to use for multi support team collaboration
What do you like best about the product?
Zendesk Support allows our teams to easily collaborate across several specialties and working shifts with easy ticket reassingment. Ticket movement can be done manually or automatically using business rules.
What do you dislike about the product?
Zendesk has easy to pull metrics for ticket management but I wish there were some additional standard data elements to capture without the use of custom code. One example is time spent with each agent or in a particular status without using any additional time tracking apps.
What problems is the product solving and how is that benefiting you?
Zendesk Support has allowed us to identify the areas of our platforms that generate the most questions. We are using this data to get ahead of these questions and improve our user experience.
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