Zendesk Suite
ZendeskExternal reviews
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Great tool for customer service team.
What do you like best about the product?
Automatitations
Views custom
Macros
Multilanguage
Skills
Views custom
Macros
Multilanguage
Skills
What do you dislike about the product?
The satisfaction survey is too closed, there isn´t for custom option and the generic one is not a good sentiment meter
What problems is the product solving and how is that benefiting you?
volume control
forecasting and organization of agents' work
forecasting and organization of agents' work
Very friendly support
What do you like best about the product?
I liked that I got a clear answer to my question
What do you dislike about the product?
The corresponding article wasn´t updated, otherwise, I would have even found it without the support
What problems is the product solving and how is that benefiting you?
Emails and chats. Easy to structure and organize tickets even with different groups.
Recommendations to others considering the product:
Easy to use the system to provide support
Zendesk Chat is amazing!
What do you like best about the product?
Dealing with a multicultural client base Zendesk Chat has helped me out on so many occasions. Real-time translations are worth EVERYTHING.
What do you dislike about the product?
The chat settings seem to get amnesia occasionally, and my set working hours sometimes appear to be forgotten, and I need to re-set it to do what it is supposed to do. Besides that, I'm a happy user and could not do my work without it.
What problems is the product solving and how is that benefiting you?
Supporting my clients all over world anywhere is absolute gold to me.
Recommendations to others considering the product:
It is straightforward to use, have a go and tweak as you get more comfortable with the solution.
Best service
What do you like best about the product?
Support very good and usability service!
What do you dislike about the product?
Expensive. Professional plan very expensive.
What problems is the product solving and how is that benefiting you?
I used Zendesk Sell and Zendesk support. It's conveniently.
A world class support suite for any company
What do you like best about the product?
The different tools that Zendesk offers for our company to succeed when providing assistance to the customers, no matter the volume. We are not even using the Chat & Call functionalities yet but will consider those tools as our number of customers grows further and further. Zendesk is definitely a world-class platform that consists of powerful tools and that has a support team ready to assist us as well.
What do you dislike about the product?
Sometimes, the loading times may increase a little bit, especially when we try to look up our Dashboards or reports (custom or not). However, the recent migration to "Explore Professional" has mitigated this problem considerably, not to mention that we keep monitoring our queries to improve the performance from time to time.
What problems is the product solving and how is that benefiting you?
We are catering to thousands of customers on a daily basis and ought to resolve their inquiries. Those inquiries and requests include but are not limited to feedback and comments, technical issues, payout concerns, and others. Due to the nature of our organization and the increasing number of customers, it has become a must for the team.
Recommendations to others considering the product:
Here are some useful tips from my personal experience:
1) Bear in mind that Zendesk offers useful content at the Community Forums and their featured articles. Checking those resources from time to time, as well as monitoring your ticketing flow and having your agents learn about the platform are key factors to suceed.
2) It is important to have steady and simple ticket forms, as well as to build dashboards to look up your data and maximize the abilities of your team with the reporting tools.
3) Do not forget about the Knowledge Base if you aim for a high Self-Service score; it is important to provide your customers with a decent number of resources since these will also help out the agents solve the customers' inquiries as you get to integrate the different tools and apps that are offered in the Marketplace.
We have been using this suite for 3+ years and our needs have changed ever since day 1, which doesn't mean that Zendesk has not offered the necessary tools and functionalities that are allowing our team to succeed.
1) Bear in mind that Zendesk offers useful content at the Community Forums and their featured articles. Checking those resources from time to time, as well as monitoring your ticketing flow and having your agents learn about the platform are key factors to suceed.
2) It is important to have steady and simple ticket forms, as well as to build dashboards to look up your data and maximize the abilities of your team with the reporting tools.
3) Do not forget about the Knowledge Base if you aim for a high Self-Service score; it is important to provide your customers with a decent number of resources since these will also help out the agents solve the customers' inquiries as you get to integrate the different tools and apps that are offered in the Marketplace.
We have been using this suite for 3+ years and our needs have changed ever since day 1, which doesn't mean that Zendesk has not offered the necessary tools and functionalities that are allowing our team to succeed.
Quite complex to learn and understand at first. Very powerful tool
What do you like best about the product?
I had used Zendesk briefly at a previous job. In my new position, I took on learning Zendesk and customizing it to operate how we needed it to. The live chat and phone support folks are accommodating and try their best to understand this overcomplicated platform. With enough playing around, research, and hoping you aren't messing up your account, you can do a lot more than what the website says you can. There are workarounds for a lot of different issues.
Its a really powerful tool. I am no pro at all in Zendesk, but I have figured out how things kind of work (in the ticketing system only) theres still so much that I have no idea about (reports, exports, live chat... i dont know what else is included in my plan). They also offer free and paid trainings. Some are helpful, some are not. The support forum is helpful, but some really basic features that folks have requested for YEARS are still not available. So, its a funky system, but its pretty solid if you have some time to dedicate to messing aroung with it
Its a really powerful tool. I am no pro at all in Zendesk, but I have figured out how things kind of work (in the ticketing system only) theres still so much that I have no idea about (reports, exports, live chat... i dont know what else is included in my plan). They also offer free and paid trainings. Some are helpful, some are not. The support forum is helpful, but some really basic features that folks have requested for YEARS are still not available. So, its a funky system, but its pretty solid if you have some time to dedicate to messing aroung with it
What do you dislike about the product?
It is incredibly complex to learn. Getting in touch with a help desk agent is more challenging than it should be, and the agents don't fully understand all the capabilities this platform has. I spent a lot of time talking with my Account Rep, customer service team and read articles. I figured out how to accomplish what I needed with no solutions offered from those folks.
One HUGE downside is when adding additional agents in bulk, you may qualify for a one-time discount. Still, if you end up changing your mind about how many seats you need, you will not receive a prorated credit on file or refund for the cost of downgrading; you lose the money and have a seat that's going unused. That was probably the most irritating part of working with Zendesk. Businesses should have the ability to retain control over how many seats are needed at any given time. No refunds are acceptable, but issuing a credit for future use would be a really lovely thing to offer long-time (or even first-time) customers. It is an expensive platform, and we do not use all of the features for the price per seat we pay.
One HUGE downside is when adding additional agents in bulk, you may qualify for a one-time discount. Still, if you end up changing your mind about how many seats you need, you will not receive a prorated credit on file or refund for the cost of downgrading; you lose the money and have a seat that's going unused. That was probably the most irritating part of working with Zendesk. Businesses should have the ability to retain control over how many seats are needed at any given time. No refunds are acceptable, but issuing a credit for future use would be a really lovely thing to offer long-time (or even first-time) customers. It is an expensive platform, and we do not use all of the features for the price per seat we pay.
What problems is the product solving and how is that benefiting you?
Zendesk Support has helped me with a lot of the basics that I struggled with at the beginning. We have been with Zendesk for 5ish years, but I am only 2-3 months into my Zendesk journey. When I took on Zendesk, they had just launched a new program plan, which made help articles were really confusing due to not having all articles updated with what could and couldn't be done on various program plans. Most were focused on the new plan, and older plan support documentation had been updated to reflect the new system, which I found challenging.
Zendesk is maybe more complex than it needs to be for what we use it for. However, it is what we are working with, and I have spent hours figuring out how to make it compatible with what we need it to do.
Zendesk is maybe more complex than it needs to be for what we use it for. However, it is what we are working with, and I have spent hours figuring out how to make it compatible with what we need it to do.
Recommendations to others considering the product:
Dedicate time to learning the platform. They offer a one-time build-out fee if you know what you need to be done, but don't have the time to do it. However, our needs change around a bit, so it is much simpler for me to figure it out rather than having someone who doesn't know our organization try to figure out what we need. It just takes time. The help articles and live char feature can be useful. Play around. You'll find you have way more power than what the support chat folks and support articles tell you.
Great Support!
What do you like best about the product?
I love how involved Zendesk's team are! Their frequent webinars and their fantastic Support team are always ready to help.
What do you dislike about the product?
The KBAs! While super helpful, sometimes I find they are used as a crutch to answer questions. Would be nice to have someone walk through them prior to linking for future reference!
What problems is the product solving and how is that benefiting you?
Love the Agent Workspace! Just wish some of the features we see with the trial sandbox migrated across to the Professional Plan. Took me a bit to get my head around the fact that there was a legacy version of the Professional Plan.
It really helps to resolve issues
What do you like best about the product?
The different functions available on the site and helps to resolve all the issues received. Also, as I mentioned, all the functions are simple to use, and for example with the merge or the option to check and respond many ticket by once you save a lot of time, so I think this is excelent. Moreover, the option to export your tickets is great you can get a full report of them an do metrics later.
What do you dislike about the product?
I would like to have more filters on status and also maybe the ability to create folders to group the tickets. More over, when a ticket status is set to "Solved" and the user replies back saying Thank You, the ticket reopens. I would like an option to exist that when we mark it as Solved and we get a reply like that it doesnt open again, because we don need it open anymore, is not necesarry. Please work to make that enhancenment
What problems is the product solving and how is that benefiting you?
Im solving issues from an App. Thanks to this, we have found many enhancements we could do on the app and also came to know the actual problem it has been having so far since we launched it. It made me realized that we can use this site for many problem or issues we have in our job, it helps reducing time and also error as everything is recorded there.
Recommendations to others considering the product:
Do use this!!! I super recomend it
Zendesk is a great tool!
What do you like best about the product?
Auto-assigning tickets, reporting, general overview, ability to have multiple email addresses coming in, and the ability for the entire team to easily have access to emails from all inboxes really make Zendesk awesome!
What do you dislike about the product?
The customer service Zendesk provides definitely leaves you wanting more. There have been a few issues where they were great and other issues that they were unable to resolve, or I had to find the resolution myself. As we rely heavily on Zednesk, this can be very frustrating.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is excellent for solving all types of customer issues. The interactions with the customers go smoothly through the platform and there are lots of tools and added apps that streamline follow through with customers. From being able to see all their tickets in one place to being able to add the Magento 2 app so that we can pull order data all in one place, we really are able to provide better service to our customers.
Great ticketing system!
What do you like best about the product?
I love how you are able to reply to tickets via zendesk protal or in your email inbox and they all get tracked the same way, also I love that it is very user friendly in a way that can be easily explained to new agents.
What do you dislike about the product?
zendesk support is not the best, they take some time to reply so lets hope that your problem is not pertaining to a vital part of your business. also the only way to reach them is a zendesk ticket.
What problems is the product solving and how is that benefiting you?
we are solving the problem and inconvenience of having to call in for every problem, instead of calling for everything our customers can now just summit a ticket
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