Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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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!
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!
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