Zendesk Suite
ZendeskExternal reviews
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Great All-In-One Tool to Scale Customer Service
What do you like best about the product?
Zendesk Support Suite has been a game changer for our business over the years. The native products living in the same Agent Workspace make for super easy organization and triaging of tickets to meet our customers where they are. I really enjoy the in-app chat with their support team for questions, the ease of setting up macros, triggers and integrations, and the overall UI of engaging with the tool.
What do you dislike about the product?
A few recent pain points for us that seem small but cause a lot of friction:
1. The inability to scale down our license count in non-peak season. This is a common subscription feature for competitors now, and Zendesk has a very rigid policy that once you add a license, you're stuck with it until the end of your annual contract term. Similarly, the inability to transfer licenses in one Zendesk product to another. For example, we stopped using Sell this year and can't take advantage of those licenses in Support or Talk.
2. The limitation of only 12 public views in Agent Workspace. We have a large support team and need more customization options regarding shared views.
3. The lack of customization options when it comes to CSAT survey formatting, the lack of a Customer Effort or NPS survey
4. The inability to identify duplicate contacts from the same user without manually scanning the queue to find and merge them one by one.
5. Configuration of Messaging/Web Widget/Chat is confusing and hard to navigate.
1. The inability to scale down our license count in non-peak season. This is a common subscription feature for competitors now, and Zendesk has a very rigid policy that once you add a license, you're stuck with it until the end of your annual contract term. Similarly, the inability to transfer licenses in one Zendesk product to another. For example, we stopped using Sell this year and can't take advantage of those licenses in Support or Talk.
2. The limitation of only 12 public views in Agent Workspace. We have a large support team and need more customization options regarding shared views.
3. The lack of customization options when it comes to CSAT survey formatting, the lack of a Customer Effort or NPS survey
4. The inability to identify duplicate contacts from the same user without manually scanning the queue to find and merge them one by one.
5. Configuration of Messaging/Web Widget/Chat is confusing and hard to navigate.
What problems is the product solving and how is that benefiting you?
Zendesk has been our team's helpful and affordable out-of-the-box solution for many years. I'm hopeful that some of the product tech debt will be prioritized soon.
I think Zendesk is a great tool however it might need some QoL changes/additions to recommend it!
What do you like best about the product?
The best aspects of Zendesk are that interactables are easily accessed and viewable, filtering/searching/adding tags for tickets is easy, and utilizing tools such as auto-answers in conjunction with third-party tools like halp is great!
What do you dislike about the product?
Customization needs some more work, simple things such as themes or customizing view and home page setting (per agent) would be great. Some things are hidden behind to many settings/buttons. Making Macros or fields more easily accessible. Customizing and changing you view settings (not just listed off but different view options?) Offering more in-depth metrics and analytics (such as how many times someone has been CC'd on a ticket)
What problems is the product solving and how is that benefiting you?
Ticket triaging is a big help, we have different teams/departments that are slowly being introduced and utilizing Zendesk, because the system is the same for everyone it is very easy to train people to get into Zendesk. We'd like to get as many teams as we can utilizing one central support system for easy communication and triaging between peers and (eventually customers)
Does what it needs to do!
What do you like best about the product?
Zendesk chat is probably my favorite feature for the ease of use.
What do you dislike about the product?
I wish Zendesk was more drag and drop from an admin perspective then dealing with script, queries, and having to manually set everything up in the admin center. I also don't like how reporting changes numbers based on when you pull the report
What problems is the product solving and how is that benefiting you?
I love that we can now use talk, chat, email and guide in one place. It is much easier to manage then separate tools. As a manager, this does help with effienciu for my team.
Sometimes I find zendesk very slow in customer service.
What do you like best about the product?
I've used other services and what I like most about Zendesk is its availability and security. Zendesk always works for my clients, my agents like the simple interface and that creates a lot of security for our team.
What do you dislike about the product?
I think customer service can improve, not all users are that experienced and sometimes when I turn to support I see that something can improve the relationship between us and Zendesk.
I also believe that improvements in support for partner apps could be implemented.
The apps are many and we don't know how to use them often. Invest in training so that the centers are more robust with partner apps.
I also believe that improvements in support for partner apps could be implemented.
The apps are many and we don't know how to use them often. Invest in training so that the centers are more robust with partner apps.
What problems is the product solving and how is that benefiting you?
Our company has developed an app to retain customers in stores, we have been using zendesk for many years to fulfill the items requested by customers via support, we have guide and support as our customer relationship channel.
Whenever customers encounter problems with our app, they use the zendesk relationship center to contact us, and we centralize all follow-up there.
Customers report problems with logging in to their app accounts, failures to count their points and other types of demands such as registration changes and others.
Whenever customers encounter problems with our app, they use the zendesk relationship center to contact us, and we centralize all follow-up there.
Customers report problems with logging in to their app accounts, failures to count their points and other types of demands such as registration changes and others.
Been using for 1 week
What do you like best about the product?
Explore documentation, community, and recipes
What do you dislike about the product?
Unable to filter datasets to create a different version of the same dataset. Also importing other datasets into Explore without having to import the data into Support.
What problems is the product solving and how is that benefiting you?
Data analytics for optimizing my team's workflows.
It was the best of times, it was the worst of times...
What do you like best about the product?
UX generally good. Ample use of white space makes me calm and happy.
What do you dislike about the product?
Navigation not always consistent or intuitive. We're all busy, we support multiple systems. As someone who really only logs in monthly, I need to quickly find stuff and often find myself grumbling.
What problems is the product solving and how is that benefiting you?
Allows team members to find what they need and service customers directly, Keeps admins out of the loop mostly.
Very complete, but heavy to load
What do you like best about the product?
You can set it up in many different ways. The data reporting is very complete.
What do you dislike about the product?
There are some limitations. But the biggest problem is that sometimes Zendesk decides to roll a new interface that breaks everything and they don't give us the option to have it or not.
What problems is the product solving and how is that benefiting you?
We get thousands of tickets every month, and their ticketing system is very good. It could be slow, but it's very superior to others.
Useful to keep track of user ticket requests
What do you like best about the product?
It keeps everything together and in one place. I enjoy having the ability to search up past ticket requests using keywords and tags. The UI is kept simple and easy to learn, especially for those who are new to Zendesk.
What do you dislike about the product?
It could be my lack of Zendesk knowledge, but I dislike how challenging it is to set up proper triggers and have a sandbox environment (or equivalent) to test out the triggers. I find myself constantly creating new tickets just to try it out and afraid it would affect any new and incoming tickets.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to organize our ticket requests within one instance. Previously used an email address for all ticket requests, so as you can imagine that would get messy.
Easy and straightforward to use, much easier to collaborate.
What do you like best about the product?
Great to pass tickets from user to user, able to track what's open/closed.
What do you dislike about the product?
Metrics are ok, but would appreciate greater granularity. Timed reminders to follow up on old tix could be good.
What problems is the product solving and how is that benefiting you?
We primarily use ebay for sales, and this lets a support team of 5 handle ebay tickets. MUCH MUCH easier than forwarding emails from ebay around. Night and day.
Support was great, but ZenDesk can't integrate with WooCommerce MY ACCOUNT
What do you like best about the product?
ZenDesk gave me a response from a real person.
What do you dislike about the product?
It took over a day for me to get my response. Our company provides answers to tickets (we use ZenDesk) in 5-15 minutes, while ZenDesk takes 24-48 hours? Why would that be necessary?
What problems is the product solving and how is that benefiting you?
Ecommerce website / support system integration.
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