Zendesk Suite
ZendeskExternal reviews
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Managing the support center of my company with Zendesk
What do you like best about the product?
The system's straightforward to use; you can automize all the fields and use macros to respond to tickets quickly.
What do you dislike about the product?
It is a bit difficult to create reports.
What problems is the product solving and how is that benefiting you?
We use Zendesk as the main channel for our clients to contact us; we tend to resume the communication to technical issues, routine procedures. It is a great tool to assure timely responses because of the automatic opening of the tickets in pending status.
Got support for issue with agents being downgraded to end users because of an issue with Azure SSO
What do you like best about the product?
For us, Zendesk was a big step up from handling internal IT helpdesk out of a mailbox. We currently have basic licenses, yet are able to accomplish so much with the functionality we have available. Macros, a great WYSIWYG editor helps us communicate much more efficiently with our end-users.
What do you dislike about the product?
It took us a while to figure out which licensing model was right for us. It was not straightforward to figure out what was included, and what was not, in the price models.
What problems is the product solving and how is that benefiting you?
We no longer have end-user problems buried in an agents private mailbox. All issues that are reported in are available for all agents, and we are forced to follow the cases through and eventually track them as solved.
Recommendations to others considering the product:
Take Zendesk for a spin by using the free trial period. And set up SSO with Azure or similar, it makes it so much easier to onboard end-users.
Supervisor, Global Casino Services
What do you like best about the product?
Zendesk is a life changer for my team. It helped us grow our customer service experience and really get to know our customers. It's great to have Zendesk support team on avalaible with Live chat incase I need assistance with any issue. Also the knowledge site helps when you need a quick review on some features that are new.
What do you dislike about the product?
There are so many features it's hard to learn them all to our advantage. Sometimes I am not aware of the new updates and get lost with the new features.
What problems is the product solving and how is that benefiting you?
Zendesk Explore is beneficial to us. We could see in the reports the root of our problems,, and we could solve the issue right away. Also keeping a record of each customer past request has saved us time and validating their inquires.
Another benefit are the automation and triggers to create our workflow faster and efficient for our agents. The agent workspace helps to see all the nessary information of each customer in order to solve the request. Our agents don't need to be seaching outside of Zendesk for more information. They have all need in one place to solve the request.
Another benefit are the automation and triggers to create our workflow faster and efficient for our agents. The agent workspace helps to see all the nessary information of each customer in order to solve the request. Our agents don't need to be seaching outside of Zendesk for more information. They have all need in one place to solve the request.
Recommendations to others considering the product:
I recommend you buy the implementation service. It may be costly, but it benefits you in the long run. The implementation team would guide you step by step in building your Support Suite to the standard of your work cases. We have recommend this tool to other department to adapt to their workflow and now they are buying their own Suite. This system speaks for its self. I HIGHLY RECOMMAND IT!
Great support and knowledge base articles
What do you like best about the product?
There are a lot of options you have before upgrading to another plan, like add-ons!
What do you dislike about the product?
I wish their software to software Integrations were smoother. But that's not solely to Zendesk!
What problems is the product solving and how is that benefiting you?
Customer Support for a Yoga School! We get to our trainee's as quickly as possible, and our Zendesk is merged with Salesforce with an integration tool. It was difficult to set up; however, it is easier to see into a profile and assist even faster!
Zendesk is incredibly powerful
What do you like best about the product?
Two things I love: #1 it is easy to use as a customer, as an agent, or as an admin, and #2 it is really powerful as I can connect with many apps from the marketplace or create my own ones
What do you dislike about the product?
A few features could be helpful, like the possibility of having a real pre-production environment. I would also love to have APIs for Explore.
What problems is the product solving and how is that benefiting you?
I manage the support I deliver to my clients : with this solution, I have a perfect tracking of all requests and my teams have a clear and up to date status
Easy and Efficient
What do you like best about the product?
It is easy to manage. What I liked about Zendesk is it allows you to link any online platform that prevents you from missing any vital information. Able to communicate with our customers both online and offline. An excellent tool for the entire team to communicate with each other.
What do you dislike about the product?
We still trying to familiarize the settings. It's complicated to set up and a large learning curve, and we are trying to find proper support but are unable to.
What problems is the product solving and how is that benefiting you?
It's complicated to set up and a large learning curve, and we are trying to find proper support but are unable to.
Quick + Efficient Service
What do you like best about the product?
The team got back to me very quickly via chat. I had to hop on a few works calls and was unable to chat. They replied understanding the situation and explained they would follow up with me via email.
What do you dislike about the product?
My only opportunity feedback is that finding the chat section was a little hard to find and was not exactly intuitive to find.
What problems is the product solving and how is that benefiting you?
My work emails in Gmail were not integrated into Zendesk Sell correctly.
A solution simple enough for the smallest team yet flexible enough for more demanding teams.
What do you like best about the product?
Zendesk configurations are seemingly endless and while a basic configuration can take minutes to set up and be ready to go, the flexibility and add-ons allow for each instance to be configured to meet the needs of your business. I have implemented Zendesk in multiple companies I have worked for directly as well as for B2B clients of those companies, we've connected it with proprietary systems as well as apps available from the marketplace. Each time the configuration was unique and the clients were left happy with a customized solution to their customer service needs. The Customer Advocacy team at Zendesk is fantastic, any time there is information to be shared they ensure to reach out as quickly as possible and inform us of what is going on, and in return, they are always open to listening to what is going on and what our needs are. They will take away feedback and come back with a solution, or if one does not yet exist they'll let you know the best workaround and try to get a more permanent solution onto their roadmap.
What do you dislike about the product?
There were some systematic opportunities I had with Zendesk for a long time, recent change however fixed almost all of them. If there were one opportunity for Zendesk, it would be to scale up so their roadmap wasn't so long. While their customer advocate teams are great at communicating new changes to the system and also are excellent at listening to feedback, the time the tech teams take to actually implement suggests that should come as out-of-the-box solutions can sometimes be quite lengthy. In the end, I have always just considered myself thankful that they do in fact listen to suggestions and get them on the roadmap when they understand their value to the Zendesk community.
What problems is the product solving and how is that benefiting you?
The biggest thing Zendesk offers us is an all-in-one solution, before we used Zendesk calls, chats and emails were in separate systems that did not talk to one another. With their recent implementations of the Agent Workspace and Focus Mode, it's now extremely easy for agents to gain insight into what a customer has previously talked to us about and anticipate where the conversation may go, all while remaining dedicated to that customer and avoiding distractions. Additionally, Zendesk has allowed us to have great success in driving self-service options keeping agents away from the easier questions, and free to dive into the more challenging customer service issues that really need our attention and dedication.
Recommendations to others considering the product:
We first shopped around for a new all-in-one customer service ticketing solution around 2015, at that time our options were between Zendesk and a few of the other major/traditional players in the contact center world, we also had a few of the newer companies that were working to stand out the same as Zendesk was. In the end, Zendesk checked all the boxes for us, my recommendation would be to do your research and truly evaluate whether any other solution is as flexible and dynamic as Zendesk has been for us. While other solutions might be able to do more/better in some areas, they are not worth the additional price tag that comes along with it, at least they weren't back then.
Very fast service
What do you like best about the product?
I am able to easily find data on Zendesk
Chat service is very fast
Chat service is very fast
What do you dislike about the product?
Not being able to send the rating button on Whatsapp but that is because customers chatting via their phone
And if you do create a follow up with the customer and send the re-rate link in the new email and they rate you good you would not be able to merge the two tickets to get rid of the original bad automatically
And if you do create a follow up with the customer and send the re-rate link in the new email and they rate you good you would not be able to merge the two tickets to get rid of the original bad automatically
What problems is the product solving and how is that benefiting you?
Whatsapp rate button
That we can not send the like or dislike to customers phone
That we can not send the like or dislike to customers phone
Recommendations to others considering the product:
N/A
The Many reasons why you choose Zendesk
What do you like best about the product?
Live Chat support matters! A well thought out interface, quiet company that gets the job done. Solid programming, not a new hype on the block. Real people answer your setup questions.
What do you dislike about the product?
Could use some color! Speed is fine, stable.
What problems is the product solving and how is that benefiting you?
Sales for us, it's critical, and I've used Z Sell with many clients, it saves money as we don't have to hire more bodies.
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