Zendesk Suite
ZendeskExternal reviews
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A CRM platform built with support in mind
What do you like best about the product?
Unlike other CRMs, Zendesk is built for support first and adds additional functions as a bonus. Due to this they have a pretty robust knowledge base product (Guide) and really good out-of-the-box reporting (Explore).
What do you dislike about the product?
There are places that more customization would be necessary (some things cannot be turned on/off individually within permissions for instance). Some features could use a few more bells and whistles (via configuration on/offs) to match how many companies would want to use them for their business needs.
What problems is the product solving and how is that benefiting you?
The simplicity of a product that does what you want to do first without complicated configuration was huge. Other products required a massive amount of undocumented knowledge and custom dev to work. Or focused one specific feature only and didn't have the breadth of capability needed for a true support team.
Excellent solution for ticketing (Emails/ Social Media/ Call center)
What do you like best about the product?
It's a one-stop solution for all business needs. I don't need to look for any other application to manage, emails, social media, or even calls.
What do you dislike about the product?
There are multiple applications for different integrations in the Zendesk marketplace, and the review from the other businesses/ users is not enough to decide which one is best for us. There should be some recommendations from Zendesk as well.
What problems is the product solving and how is that benefiting you?
Managing customer queries
Inter department transfers
All the social media platforms are integrated
Ticketing solution for the call center
Help page management
Inter department transfers
All the social media platforms are integrated
Ticketing solution for the call center
Help page management
Recommendations to others considering the product:
Try it, and you will not regret. The downtime is negligible and it's super fast.
Zendesk x Filippo Loreti
What do you like best about the product?
I like that everything is set up for you and automation makes it easier.
What do you dislike about the product?
There are Limited Apps and the pricing is high.
What problems is the product solving and how is that benefiting you?
Tracking IP address, and i realized that I can convert comments to Private Notes :)
Recommendations to others considering the product:
Zendesk Support Suite is an all-in-one. You get create customer support so you are able to provide great customer support.
At first it's as shallow as a pond, but soon it's as deep as an ocean. Full of features!
What do you like best about the product?
The immense pool of features and reporting is useful for those switching from ticket systems like Hubspot.
What do you dislike about the product?
Confusing to learn at first, but the learning curve isn't too steep once you get into it.
What problems is the product solving and how is that benefiting you?
We use the chat and ticket features to help organize our customers and aid them in using our software to it's fullest potential.
Suite experience
What do you like best about the product?
The diversity of the suite for managing all channels and the way we can hook other data into Zendesk is awesome. The simplified suite plans contain a far better price offer than before.
What do you dislike about the product?
Certain limitations and/or bugs with new features that replace older functions at launch with no clear information/heads-up on these limitations or changes.
Specific features that need improvement:
Dynamic content should be more widely applicable.
Automations should be able to not only specify business hours or calendar hours but also x amount workdays (by changing the opening hours, everything would stay working as designed)
Specific features that need improvement:
Dynamic content should be more widely applicable.
Automations should be able to not only specify business hours or calendar hours but also x amount workdays (by changing the opening hours, everything would stay working as designed)
What problems is the product solving and how is that benefiting you?
Centralized management for communication, the suite enables us to build scalable solutions to optimize the experience and cost per request by automation. The relative ease in with Zendesk can be managed
Recommendations to others considering the product:
Scalability is key, and no other platform seems to offer the way you can start with two agents with a good design and configuration. You can scale up to a way more significant customer service department with minimal changes. The speed on which you can adjust changes or implement new workflows in time of need like unexpected queues, backlog or incidents (extensive knowledge of Zendesk or Zendesk partner is needed tho). Furthermore the integration possibilities are unlike any other, we use Zendesk with other platforms like integromat, mailtrap, wildix, piesync and others to create the ultimate hub for customer contact to support, support and sales. The suite is great because the packes are being composed really competitive, you have the room to grow in each suite variant.
Great product, some support agents are stars!
What do you like best about the product?
Customisation of the product is the best on the market (i.e. triggers, automations, workflows), and some of the support agents (Amy Dee especially) are absolute stars!
What do you dislike about the product?
For some support agents, it can take a while for them to understand what the issue is (too much back-and-forth when it could be one short phone call or a single comprehensive email that asks questions, then provides follow-up steps/questions based on what my answers would be.
Not being able to initiate support via email is also a massive pain.
Lastly, there's been a bug for a year or two where you can't have a single Explore Dashboard showing a bunch of tickets with a filter for Organisation, and then schedule a selected Organisation's set of tickets to them (or even internal Account Managers); you HAVE to create a separate dashboard for every Organisation (not feasible when you have 100s or 1,000s of clients).
Not being able to initiate support via email is also a massive pain.
Lastly, there's been a bug for a year or two where you can't have a single Explore Dashboard showing a bunch of tickets with a filter for Organisation, and then schedule a selected Organisation's set of tickets to them (or even internal Account Managers); you HAVE to create a separate dashboard for every Organisation (not feasible when you have 100s or 1,000s of clients).
What problems is the product solving and how is that benefiting you?
How busy are our agents, when should we hire more people, what are clients raising the most tickets about, how do we automate easy tickets, where do our agents (or clients) need more training.
Recommendations to others considering the product:
Think about what your problems are, not how you want them to be solved, and the team is likely to come up with a solution you may not have thought of. There are heaps and heaps of 3rd party apps on the marketplace that they can check feedback from their other clients to see if it'll work for you.
Easy support
What do you like best about the product?
Quick fixes and supporting articles if need be.
What do you dislike about the product?
Sometimes the articles can be overwhelming
What problems is the product solving and how is that benefiting you?
triggers and channel issues.
Zendesk Support
What do you like best about the product?
Zendesk Support is easy to use and has many useful tools that help to make out IT staff more efficient.
What do you dislike about the product?
I don't dislike anything about the product.
What problems is the product solving and how is that benefiting you?
Zendesk allows our staffto respond quickly and make sure the correct resource is assigned to the ticket.
It's very easy to use. There are a lot of functionnalities and many things possible.
What do you like best about the product?
I like to do many views and filters my tickets.
What do you dislike about the product?
The client can't put images by copy/paste in the chat.
What problems is the product solving and how is that benefiting you?
I resolved more quickly my client issues and I can have a real follow-up.
I gain some time on my response and efficiency.
I gain some time on my response and efficiency.
A must for a growing business
What do you like best about the product?
Zendesk is like a one-stop solution for business needs. If you're trying to simplify complicated processes like communication or customer service, data bank and so much more, Zendesk is for you.
What do you dislike about the product?
There is not so much to dislike but the initial setup could be easier. If you use multiple services and have a large team it may cost you a significant amount yearly.
What problems is the product solving and how is that benefiting you?
We are trying to make our customer service and support department work more efficiently. With the help of Zendesk, we're able to set up processes and timelines. Iron out the issues where we were unable to track customer satisfaction and provide a better service.
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