Zendesk Suite
ZendeskExternal reviews
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A powerful support platform
What do you like best about the product?
The extensibility and sophisticated automation capabilities.
What do you dislike about the product?
No dark theme for nightowls like me. It also isn't possible to capture customer satisfaction in an external system and add it to the ticket.
What problems is the product solving and how is that benefiting you?
We are a large enterprise, offering dozens of products across business units. Zendesk allows us to support all of our customers from the same interface.
Support Guide Plans
What do you like best about the product?
Once a Zendesk person responded, they included all the necessary information. I could tell that they had looked up our account and knew exactly what steps we needed to take.
What do you dislike about the product?
It was not easy to get in contact with an actual person. The Webchat automation kept responding with Sorry we couldn't help you. Do you have any other questions for me? That was pretty lame. If the Webchat bot can't answer or help, it should automatically route you to a real person not just respond, sorry I can't help you and you will never get help from me. I had to go hunt around for another website that provided a means to submit a support ticket.
What problems is the product solving and how is that benefiting you?
Tracking support tickets. Organizing support articles. Imbedding help into our platform.
Very Simple to get up and running
What do you like best about the product?
Very simple setup and live chat to help through when get stuck on a setting. Only early days but so much better than managing through spreadsheets
What do you dislike about the product?
Everything is working as expected so no dislikes at the moment
What problems is the product solving and how is that benefiting you?
Allow a single view of our customer and their support needs by merging email, chat and social into single conversations. Also allows for a helicopter view of what the customer issues and opportunities are.
Supporting various business customers, from small, local shops, to large enterprises.
What do you like best about the product?
It does so much, all in one tool, all integrated with its many components. Its API options allow us to integrate with our internal tools. the Marketplace is a nice feature to enhance the platform's capabilities.
The support team is very knowledgeable and seems genuinely concerned with making sure I get a satisfactory answer or workaround.
The support team is very knowledgeable and seems genuinely concerned with making sure I get a satisfactory answer or workaround.
What do you dislike about the product?
Some components work better than others, and the UI experience and behind-the-scenes logic are not consistent from one component to another. For example, triggers do not fire in the same order in
Chat as they do in Support.
Some seemingly basic features linger for long periods of time on their roadmap. I've seen some 2-year-old community posts that are still not addressed.
The Explore component is a little complex for the average user. It's difficult (or impossible) to combine data from different data sets. The data is there, I just can't make it work together to give some important data points.
Chat as they do in Support.
Some seemingly basic features linger for long periods of time on their roadmap. I've seen some 2-year-old community posts that are still not addressed.
The Explore component is a little complex for the average user. It's difficult (or impossible) to combine data from different data sets. The data is there, I just can't make it work together to give some important data points.
What problems is the product solving and how is that benefiting you?
We do both technical and financial support for business customers. We previously had many different apps from different vendors cobbled together, and we were able to consolidate them all into one tool. We don't need to rely on our dev and DNA teams for piecing everything together.
Recommendations to others considering the product:
Make sure you have the time and the people resources to dedicate to learning and maintaining it.
Make sure you document your setup.
Make sure all your admins are aligned on best practices and standards.
Make sure you document your setup.
Make sure all your admins are aligned on best practices and standards.
ZD CX Experience
What do you like best about the product?
Very easy to manage tickets coming in and waiting for responses.
What do you dislike about the product?
functions do not always work properly. we have had an issue with emails being marked as spam when they are not. Also, ZD required a very good internet connection for the best function. When I use to use a windows computer I would have talk issues but now that I switched to a mac, I have fewer issues.
What problems is the product solving and how is that benefiting you?
Zendesk has more options that meet the I. Support suite has helped me with realizing internet and cache are big troubleshooting issues. they have also helped me create "buckets" for better organization.
Pros and Cons of Zendesk Support Suite
What do you like best about the product?
Keeping the conversation with the customer connected no matter how they contact (voice, email, or chat) is what I like best with Zendesk Support. All interactions can be viewed with one click of a button - you can also merge related interactions for an easier and seamless view.
What do you dislike about the product?
What could be better would be a single window for all types of communication. Currently, if you need to do Chat, you have to navigate away from Zendesk Support to open the Chat Application. Likewise, depending on your setting, Support Tickets can be automatically created for every chat interaction) which is good, however, to close or interact with the support ticket, you'll have to go back to ZD Support and navigate away from Chat.
What problems is the product solving and how is that benefiting you?
Omnichannel customer support and reporting. Zendesk has allowed us to provide our customers with multiple channels to interact with our customer support team. Also, with an intergrated Reporting Dasboard via Zendesk Explore, we are able to easily identify staffing and training needs with the variety of reports that can be customized using the tool.
Recommendations to others considering the product:
Zendesk Support Suite is a comprehensive tool in managing customer support team - its omnichannel approach to customer communication, the integrated Knowledge Base, as well as the reporting Dashboard, all make for a great tool. It still does have opportunities in creating a seamless and simpler to use interface but one can agree that it is among the better CS tools currently available.
Solid product with great support
What do you like best about the product?
There is a good deal of ways to achieve your goals without making things over complicated.
What do you dislike about the product?
With most applications, there are limitations that sometimes require creative solutions.
What problems is the product solving and how is that benefiting you?
We utilize the Support suite for a wide variety of client support needs. It's quick and easy to configure for new clients and keeps things simple for our employees providing the support.
Support Manager
What do you like best about the product?
The best ticketing system we ever have. One thing I like about the automation, triggers, and macros which make our agents' life easy.
What do you dislike about the product?
Unable to merge organizations, many duplicate organizations are created in error, and there is no way we can merge them.
What problems is the product solving and how is that benefiting you?
There are a lot of benefits to using Zendesk. If you have a global issue then you can create a problem ticket and link other incidences to the problem ticket. Once the issue is resolved you just need to solve the problem ticket and other linked incidences will close automatically.
Recommendations to others considering the product:
I love Zendek and encourage others to go for it.
Support made easy
What do you like best about the product?
unified workspace providing easy use for agents
What do you dislike about the product?
complicated set up with many options to manage
What problems is the product solving and how is that benefiting you?
removing dependence on shared inbox and adding accountability for customer service
My experience with Zendesk has been a pleasant one, but there are some things that could be improved
What do you like best about the product?
Zendesk's flexibility and range of different solutions and the fact that we can trust it wouldn't crash/block if we 'overuse' it.
What do you dislike about the product?
Getting in touch with the support team..
What problems is the product solving and how is that benefiting you?
We are keeping everything in one place and we don't have to worry about multiple tabs being open at the same time.
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