Zendesk Suite
ZendeskExternal reviews
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Great but complicated
What do you like best about the product?
I like the email ticketing system the best and how you have a 360 view of the customer.
What do you dislike about the product?
Zendesk explore, it's too complicated to use. It's also hard to have visibility of your agents, whos logged in at what time and at what ticket.
What problems is the product solving and how is that benefiting you?
It's helping us report on our customers communication to improve products/services
Helping me help others
What do you like best about the product?
I appreciate the meaningful opportunities Zendesk provides me for engaging with my customers and assisting with their support needs. I also appreciate how valued and attended to I feel as Zendesk's customer when I reach out for support as an agent.
What do you dislike about the product?
N/A; I really have enjoyed my experience working with them thus far.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps my colleagues and me to track support tickets received by our customers, engaging with them often and providing helpful links to our company's Solution Center effortlessly using their knowledge capture feature.
Extremely robust = learning curve to implement
What do you like best about the product?
Zendesk allows a large team to work together to respond to thousands of customers. It holds so much data and can produce robust reports used by our department and the whole company. It's relatively user-friendly to allow agents to work efficiently.
What do you dislike about the product?
There's just a lot to learn; after about two years of using it, I know we're still underutilizing it. Sometimes, you don't even know what you don't know. It also might not have all the functionalities necessary, which leads to paying for more third-party apps or integrations.
What problems is the product solving and how is that benefiting you?
I think they're working through tying customer data together, which provides more insight and context for the agent. It is a lot of data to consolidate and keep organized, so the efforts towards this customization are helpful.
Good for starter
What do you like best about the product?
What I like about Zendesk is that it is very user-friendly which is good for starters. There are also a lot of options to customize it depending on the need of your business. In terms of reporting, it is easy to get the data that you need. Since it has been in the industry for a very long time, a lot of others tools can be integrated with it.
What do you dislike about the product?
I'm not a fan of the multiple tabs. When we were using Zendesk we have to open Zendesk chat on a different tab because that was the better option and we had problems doing it on the main tab. We also opted for a different company just to handle our calls and go back to Zendesk just to close the conversation. It also has too many additional steps in terms of merging if a member reached out from different channels.
What problems is the product solving and how is that benefiting you?
It was helping us in terms of our customer service side. It was easy to respond to our members, especially through chat. It was easy to identify the conversations that were assigned but were not responded to yet.
Zendesk Support Quick and Responsive
What do you like best about the product?
Web integration and quick installation to website
What do you dislike about the product?
Some integration issues, particularly between sell and support
What problems is the product solving and how is that benefiting you?
Quick way to visit with our customers who don't want to get on the phone
Email Support Needed
What do you like best about the product?
I like that the support was quickly provided.
What do you dislike about the product?
It was slightly confusing to get to an agent. I needed to talk to a bot first.
What problems is the product solving and how is that benefiting you?
They provided guidance on an email issue I was having.
This is not something I talk with my friends.
What do you like best about the product?
The platform is pretty intuitive and has many useful features
What do you dislike about the product?
It doesn't work well with some add-ons(in this case Blackbox - a tool that helps you copy text from a picture/screenshot). The add on took the ability to use keyboard shortcuts for zendesk text editor.
What problems is the product solving and how is that benefiting you?
It was a team effort, nad helped me go in the right direction.
Simple, clear and comprehensive
What do you like best about the product?
I love how Zendesk can be fine-tuned to suit the user's needs. The flexibility that Zendesk provides allows one to organise customer requests in a clear and legible fashion.
What do you dislike about the product?
A find that the reporting and admin sections within Zendesk can be hard to navigate and use from time to time. Also when updates are made to the system in regard to certain functionalities, it feels as though the changes are implemented with no notification, which tends to make things confusing for a short period of time.
It would be great if there could be an undo function implemented that allows the user to delete and undo the sending of an email when a mistake is made. Gmail has this feature and I would love to see this in Zendesk!
It would be great if there could be an undo function implemented that allows the user to delete and undo the sending of an email when a mistake is made. Gmail has this feature and I would love to see this in Zendesk!
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to organise our customer care requests in a very efficient and clear way, which in turn enables us to prioritise tickets and respond to our user base in a timely and effective manner.
The UI is really friendly and helps me to complete my day to day task in a very organized way
What do you like best about the product?
The live chat feature and the option to organise my emails in order.
What do you dislike about the product?
It would be more convienant if all the add ons's where free and inclusive of the current package.
What problems is the product solving and how is that benefiting you?
The issue is i wanted to integrate my twitter account and the support has provided the necessary steps to do so
It has been an amazing experience so far.
What do you like best about the product?
The Zendesk options are a lot easy to understand or follow so even a new joining member of the team would be able to pick up and learn it faster.
What do you dislike about the product?
Nothing as such. As explained all options are easy to understand.
What problems is the product solving and how is that benefiting you?
To name a few :
Allows customers to reach out to us for any product related issues.
Allows users to explore various knowledgebase articles available to them for resolving any known issues.
Analytics on historical data helps in making operational decision.
Allows customers to reach out to us for any product related issues.
Allows users to explore various knowledgebase articles available to them for resolving any known issues.
Analytics on historical data helps in making operational decision.
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