Zendesk Suite
ZendeskExternal reviews
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Help with setting ticket to open
What do you like best about the product?
I did not have to leave the window open and wait on the agent to enter and could continue to work. The information I did get was helpful along with links to options that may help
What do you dislike about the product?
The only thing I disliked was that I was unable to reach someone immediately but again this did not stop my workflow so I was ok with it. If urgent matter I would have called.
What problems is the product solving and how is that benefiting you?
Setting up triggers and what was not working properly. I also needed information on using organizations. I am still not sure if organizations will help me but this is not due to the agent.It is due to me not being able to test.
Excellent support team and guidance especially on onboarding and incase of queries
What do you like best about the product?
Ability to intergrate with social media, porting with phone and ease of use
What do you dislike about the product?
It is good 👍 Only area is ticketing plan which though is good but for very urgent requests one feels it has taken time to adress. Maybe categories urgent requests separately
What problems is the product solving and how is that benefiting you?
Multiple customer communications channels and ability to easily interact with all simultaneously and quick feedbacks/ assigning the concern support staff
Best in class
What do you like best about the product?
Zendesk is the best in class helpdesk software. It's intergrations are easy to setup, its billing is clear, and it's support is quick to respond.
What do you dislike about the product?
It's difficult to have certain specific feature sets unless you want to pay for the entire platform. Some features we'd use, others we don't and we still have to pay for that which we do not use.
What problems is the product solving and how is that benefiting you?
Zendesk helps us support customers, answer questions, and build self-help documents. We're able to track all this data, Zendesk works in multiple channels like facebook chat, email, phone calls, etc.
Flexible & customizable platform with great customer service
What do you like best about the product?
Zendesk Support is the tool I most use daily and it "just works". It helps us answer our clients while maintaining full context into currently faced difficulties and helping us ensure we don't miss anything. It's reliable, robust, and customizable. Customer service is helpful and always there when we've needed it.
What do you dislike about the product?
Zendesk has multiple tools and even some dedicated to reporting (Zendesk Explore). Explore includes features such as dashboard creation for reporting purposes. It is newer and definitely in need of some bug fixing. Issues include a lack of ability to revert changes to dashboards, with users having to manually undo them instead. It is rich in terms of features but needs some attention to ensure it's ready for production usage.
Additionally, Zendesk makes some decisions in terms of UI changes that can impact teams (namely, over their Agent Workspaces feature). Unfortunately, they don't allow such changes to be customizable and I can envision that, when the rollout is mandatory and does happen, it will bring different issues to us. There are public forums where you can voice your opinion, but judging by the lack of results from past interactions (when it comes to having concrete info on product improvements over Explore), I don't expect any changes from Zendesk.
Overall, a lot of major positives with some negatives which need to be considered.
Additionally, Zendesk makes some decisions in terms of UI changes that can impact teams (namely, over their Agent Workspaces feature). Unfortunately, they don't allow such changes to be customizable and I can envision that, when the rollout is mandatory and does happen, it will bring different issues to us. There are public forums where you can voice your opinion, but judging by the lack of results from past interactions (when it comes to having concrete info on product improvements over Explore), I don't expect any changes from Zendesk.
Overall, a lot of major positives with some negatives which need to be considered.
What problems is the product solving and how is that benefiting you?
Zendesk offers several tools to bootstrap your CX needs, one of these being Zendesk Support. This service has enabled us to reply to our clients with the quality and efficiency we need. It's an interesting and customizable platform and offers exciting features (customizable triggers for system/user actions, establishing SLAs, marketplace for plugins, etc).
The support person was quick to answer my questions and my issue has been solved in an instant.
What do you like best about the product?
The chat support box makes it super easy to reach out to the support team, and that makes the difference.
What do you dislike about the product?
There is nothing that I dislike, so far so good.
What problems is the product solving and how is that benefiting you?
It is important to answer administrative related issues because I use this to interact with customers.
Good for tickets and metrics
What do you like best about the product?
What I like the most is how easy it is for me to measure KPI's and assign tickets to every member of the team. These tool is being used by many departments within the company due to the good results we have seen.
What do you dislike about the product?
the interface is not as friendly as others I have tried. I wish there was a way to integrate different emails in 1 account and for the emails to be automatically separated into the different business units
What problems is the product solving and how is that benefiting you?
I was not able to measure how much my team was doing and now, by assigning tickets, I can measure their work more efficiently and take the necessary steps to improve our KPI's.
Getting the hang of this, thanks to some human support for the tool!
What do you like best about the product?
I'm new to the platform and so inevitably there are settings and functions that I couldn't find alone, so turning to the chat bot has been helpful "occasionally" - but when that fails due to my questions being off - I appreciate the live chat support with real people.
What do you dislike about the product?
I had a singular problem with changing the spam settings for support tickets, one support article told me to go to "guide" then "moderate content" but that setting wasn't under my account and it was actually under "user" settings. It seemed the support article was for another version or level of the support platform that we aren't subscribed to.
What problems is the product solving and how is that benefiting you?
Helping manage all of our tickets in one place, overseeing agents performance and customer satisfaction. Its a satisfactory platform, although I'm only beginning to fully understand it.
Easy to use CRM for Customer Service!
What do you like best about the product?
Easy to use but powerful tools. Customer support is very prompt. Great community. Lots of resources. Triggers and Automations are powerful but simple to create. Agents prefer it to Salesforce because of the user interface.
What do you dislike about the product?
The current chatbot solutions are limited. Zendesk sunshine overpromised but under-delivered. Still waiting for features that were announced years ago like proactive tickets.
What problems is the product solving and how is that benefiting you?
This is an all in one service that does emails, phone, chat, and social media very well. The new agent workspace allows agents to answer tickets through multiple channels. Way easier to use than SalesForce.
Quick response to non-urgent issue
What do you like best about the product?
The speed of response, answered in less than 30 minutes on non-critical matter.
What do you dislike about the product?
Sometimes the response time frame for critical issues is a little long.
What problems is the product solving and how is that benefiting you?
Ticket issues.
Very Convenient and User-Friendly
What do you like best about the product?
Very Convenient and User-Friendly. The support team is very quick, friendly, and knowledgeable. Thanks!
What do you dislike about the product?
Nothing. I'm all happy and satisfied with all the services.
What problems is the product solving and how is that benefiting you?
New update related to Agent Workspace.
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