Zendesk Suite
ZendeskExternal reviews
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Nothing but good things to say about Zendesk
What do you like best about the product?
Excellent for collaboration in Support, very solid for reporting in Explore.
What do you dislike about the product?
End users searching in Guide don't always receive the search results you'd expect.
What problems is the product solving and how is that benefiting you?
We use Support to handle support requests from end users, Explore for reporting on that data, and Guide for hosting our product's Knowledge Base
Great ITSM tool
What do you like best about the product?
Ease of application use. It requires no training. Data glides through all the corners of the system smoothly. Insight was too good. Gives a lot of information about the teams' performance in various dimensions.
What do you dislike about the product?
Some improvement areas, dataset insight when we copied to my report it choked for a couple of hours.
Few CSV report exports had problems, when we tried to download and unzip the latest requested file, it failed after 60% of the extract. When reported to zendesk, after a couple of email exchanges, the development team accepted an underlying problem with the compressed file capacity. They replied to retry, hope that is working now.
Another metric in the model had the wrong formula. Not sure who was the owner, I corrected the metric formula and saved it. My report started to render properly.
Few CSV report exports had problems, when we tried to download and unzip the latest requested file, it failed after 60% of the extract. When reported to zendesk, after a couple of email exchanges, the development team accepted an underlying problem with the compressed file capacity. They replied to retry, hope that is working now.
Another metric in the model had the wrong formula. Not sure who was the owner, I corrected the metric formula and saved it. My report started to render properly.
What problems is the product solving and how is that benefiting you?
I did not have to go through any training, I explored myself and using it.
Insights helped me to make decisions and get overview of the teams performance and opened up few gaps in the system.
GoodData gave us stronger analytical tool to explore metrics and various dimensions and schedule them. So that we could communicate to all stakeholders.
It helped us integrate with many apps from the marketplace. Thats why, I say, data flows in smoothly.
As ITSM tool, it helped us organize the support system interms of collaboration, integrity and consistency.
Insights helped me to make decisions and get overview of the teams performance and opened up few gaps in the system.
GoodData gave us stronger analytical tool to explore metrics and various dimensions and schedule them. So that we could communicate to all stakeholders.
It helped us integrate with many apps from the marketplace. Thats why, I say, data flows in smoothly.
As ITSM tool, it helped us organize the support system interms of collaboration, integrity and consistency.
Recommendations to others considering the product:
Go ahead guys, this is seriously rocking. You will not regret anything. Great support and follow up by world-class software company
The experience has been great for my team & the support for any issues we have is super fast!
What do you like best about the product?
I love the advanced features with the Explore page options and all of the customizations for reporting you can do. We just implemented a third-party Instagram app to streamline DMs, and I was able to create my own report to calculate how many DM tickets we receive and solve daily.
What do you dislike about the product?
I wish it was easier to report on insights. Before the upgrade, we were able to see top ticket topics, and now its a bit trickier.
What problems is the product solving and how is that benefiting you?
I think being able to streamline customer outreach has been a huge benefit for my team. With the Support Suite, we can now see the different methods of communication from a customer appear all in one place.
Efficient and helpful!
What do you like best about the product?
My issue was handed off quickly to a support agent and they were able to give me good information on the status. Once they needed to work on this further they shared they would get back to me as soon as it was resolved. This did not happen. I would of loved to receive a follow up once the issue was resolved. Besides that I was satisfied and the issue was resolved.
What do you dislike about the product?
There was no immediate follow-up via email as requested
What problems is the product solving and how is that benefiting you?
Reporting issues. I find zendesk not to be very user friendly. Support has been great with answering questions we have.
Full Working Helpdesk in Record Time
What do you like best about the product?
The install and setup was a breeze. Seems like just following down the column of all the setup options and their accompanying descriptions made it easy to setup.
What do you dislike about the product?
It seemed a bit difficult to understand the roles and their purpose. Switching them to the final configuration required interaction from a physical agent over at Zendesk. That person was readily available so it wasn't too difficult to correct.
What problems is the product solving and how is that benefiting you?
Easy to setup professional Customer facing helpdesk with low complexity and cost.
Like What I see So Far
What do you like best about the product?
I've only been using Zendesk for a week, as our whole company switched from Freshdesk. I love all the different features Zendesk has, and how big their knowledge base is. Their customer service is world-class, as well.
What do you dislike about the product?
Some of the articles feel more like they're geared for someone with programming knowledge, so they're a little hard to follow. But overall, I've been able to figure most things out on my own. I do wish there was an ability to edit private notes, but I also see the reason they don't offer that option.
What problems is the product solving and how is that benefiting you?
We are appreciating the more thorough reporting system. Being able to deduce agent productivity at a glance is a welcome change. Once you learn your way around the software, it's really very intuitive. Some of the "vocabulary" is different than the program you may have switched from, which can be confusing at first, but once you start to catch on things start falling into place.
Zen Desk for Car-Share
What do you like best about the product?
That we can customize for what you need, and the system can generate reports for anything that is on the form. We use it for car share with AAA and it is very helpful with gathering specific data about each call. This has helped to refine policies to make a better member experience. We have merged our social media and text options with Zendesk and it will send a message back to their phones and or social media account when we reply to their messages. It has made things easier by putting it all in one place for us. This way we don't have to have so many systems open at once and things are not being put on hold because we can't watch everything at once.
What do you dislike about the product?
The challenge we are having is that if a category is on the form, then it has to be filled out and can be time-consuming for agents on the phone. The form will not send if the information is not complete and this can cause issues if time is a factor. We have merged this with social media and with text and it does not give our members any notice that they may not be chatting with someone live.
What problems is the product solving and how is that benefiting you?
We are using it to send emails to members and to capture information that is specific to that phone call interaction with the member. It has helped us develop better options for our members and has assisted agents with resolving member concerns. It will not notify us when email is sent to the wrong place, and it also sends emails to the user's email on file. This can cause issues with large amounts of emails being sent to the user.
Great software!
What do you like best about the product?
I love how user friendly the platform is. It really has helped our business stay on track and organized. We love having everything in one platform! Also, anytime there has been an issue, customer service has been great at resolving any issues that we have had. Great job!
What do you dislike about the product?
Nothing-so far, we have had no issues with the platform.
What problems is the product solving and how is that benefiting you?
We have solved the problem of having multiple platforms that aren't connected. This allows everything to be intertwined between our calls, chats, tickets, etc.
Recommendations to others considering the product:
n/a
Zendesk Support Suite - Essential for getting stuff done!
What do you like best about the product?
One place to capture all the many ways we need to interact with customers and staff. From problem-solving to happiness.
What do you dislike about the product?
Phone support is hidden and not easly accessed. Sometimes you need to have a conversation with an expert.
What problems is the product solving and how is that benefiting you?
Customer needs and expectations. Greater internal transpancy and happy customers
Extraordinary and quick service!
What do you like best about the product?
How fast April was in answering my questions, she directly pulled up the articles associated with my question and asked if I needed help deciphering the information. She didn't leave until I fully understood what I was reading
What do you dislike about the product?
Nothing really, was quick and informative. Maybe she could have told me the answer without actually linking articles. But I understand that is a lot to ask for, and may be unrealistic. I have no real complaints or dislikes about the service used
What problems is the product solving and how is that benefiting you?
I had a question about creating tickets, the CS staff seemed like she knew exactly what I as talking about. The more important thing was that she had empathy
Recommendations to others considering the product:
Always ask and don't be shy. There are no stupid questions!
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