Zendesk Suite
ZendeskExternal reviews
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powerful, omni-channel support platform
What do you like best about the product?
Fairly intuitive UI with no coding required. It allows us to work effectively and efficiently to address each one of our customer's concerns. Whereas some products simply exist in a silo, Zendesk does a nice job of connecting multiple systems to provide a more holistic view of our customer interactions.
What do you dislike about the product?
The built-in data/analytics functionality has a lot of nuanced mechanics and isn't very intuitive, even to someone with a BI background. It tries to be helpful, but I've had to learn a lot of its "quirks" before being able to really build out reports and dashboards in the way I want.
What problems is the product solving and how is that benefiting you?
We need a single channel for responding to all of our customer inquiries and gaining insights into trends and common issues. It was very important for us to be able to aggregate insights to pass along to the rest of the organization for more effective decision-making.
Recommendations to others considering the product:
If you're looking for a powerful platform to manage the majority of your customer-facing communications, Zendesk is a great product. It helps with automated actions and triggers, fields for reporting, and saved responses for more efficient agent work.
Nice ticketing management platform with analytic tools
What do you like best about the product?
I love Zendesk explore. With this embeded analytic and reporting tools allow me to get data insights easily and quickly without doing the analysis manually through Excel. SLA and Customer satisfaction features are as well great to track customer feedback ans set the baseline within our team to take action on certain tickets. Zendesk also provide live chat channel which we can inquire/raise issue to customer support directly. The response is quite fast.
What do you dislike about the product?
There are some features that Zendesk can find ways to improve:
1. Delay in executing the data. Zendesk requires some times to sync across all tools when the backend configuration (e.g. ticket field) is updated. As the result, the data doesn't update instantly causing some delay in executing or running the data. This give me a hard time to figure out immediately whether my query behave in the way I want to or not.
2. Ticket form. the ability to creating the ticket form based on customer needs is great. But some fields cannot be modified or required technical knowledge to hardcode. I found this difficult for non-IT to work on.
3. Answer bot. Bot on Zendesk does not learn from the users' inputs. Instead, it suggests articles based on the set of logic that have been pre-defined.
1. Delay in executing the data. Zendesk requires some times to sync across all tools when the backend configuration (e.g. ticket field) is updated. As the result, the data doesn't update instantly causing some delay in executing or running the data. This give me a hard time to figure out immediately whether my query behave in the way I want to or not.
2. Ticket form. the ability to creating the ticket form based on customer needs is great. But some fields cannot be modified or required technical knowledge to hardcode. I found this difficult for non-IT to work on.
3. Answer bot. Bot on Zendesk does not learn from the users' inputs. Instead, it suggests articles based on the set of logic that have been pre-defined.
What problems is the product solving and how is that benefiting you?
Easier and more organized tickets. Be able to track back to the conversation history without running through Outlook. Able to run the report and create dashboard directly with Zendesk tools.
Recommendations to others considering the product:
It is useful platform for ticketing management with its built-in knowledge base center and analytic tool. Many add-ons may be needed, for example, side conversation history or linking parent and child tickets. With its CSM, the pricing is cheaper than others in the market.
All-in-one CRM Platform
What do you like best about the product?
Customizability and responsiveness of support teams.
What do you dislike about the product?
Some essential features are either not available or need to be customized.
What problems is the product solving and how is that benefiting you?
Ticket Management, Traffic Routing, and Timely Resolution of Tickets
Recommendations to others considering the product:
Check the needs of your organization and see how Zendesk suite will enter the picture to ensure the utmost efficiency
Switching to Zendesk because the Support is just...better.
What do you like best about the product?
The agents AND my account executive are so prompt. I have worked with platforms that take days to respond, and especially in the set-up and implementation stages, I feel like this is so necessary.
What do you dislike about the product?
Sometimes I feel like the request isn't thoroughly read, and I got SCHOOLED when I tried to email support directly versus submitting my request via a form. It wasn't a stellar reception. I feel like if people need help, you help them? It's not the easiest to find the "proper form" to submit either...which is why I emailed. I'm guessing they have a more challenging time routing the request to the right team if it's a general support email, but technology is also a thing, and I can't wait to use the AI options within ZD for routing!
What problems is the product solving and how is that benefiting you?
Frankly, I'm more comfortable with Zendesk - that's the short answer, but I see more value since the answer bot and chat are included in the price. These features are typically add-ons with other platforms. I want to use Gather, but the current help information is tough to navigate, and I'm not sure it meets our needs at the moment so I will probably wait on that aspect. Specifically, it is challenging to understand if/how I can have some topics that are open to prospective users without making them create a log-in or not. Viewing permissions and user segments are just very confusing overall.
Quality CRM that helps us have positive interactions
What do you like best about the product?
Customizability, and an intuitive interface. It makes it easy to do it "our way"
What do you dislike about the product?
A few quirks that increase time spent per ticket, like it won't send an email and save an internal note simultaneously.
What problems is the product solving and how is that benefiting you?
We used to outsource our CS. We brought it in-house & Zendesk has made that possible, and done so smoothly.
Zendesk help center is really helpful
What do you like best about the product?
easy access to customers previous interactions
What do you dislike about the product?
a little hard to set up, i had to contact the support team to ask for assistance
What problems is the product solving and how is that benefiting you?
having more control and organization over our interactions with our customers
Recommendations to others considering the product:
For admins; carefully read the documentation before making any changes to the account.
Good support and self-serve, lacks intuitive out of the box chat & telephony options
What do you like best about the product?
Zendesk's support team is very helpful and easy to get a hold of. They have a vast Help Center that has allowed us to self-serve when appropriate. The suite is easy to use and offers a wide variety of customization. Love Zendesk Explore (reporting) & the ticketing system.
What do you dislike about the product?
Zendesk seems to have lost track of improving out-of-the-box features for their Talk and Chat channels, as they move full steam into their messaging and reporting channels. While I appreciate the focus on continuous improvement of their platform, our primary channels of chat and talk do not have all the easy usability as other platforms can provide (queue management, separate chat ticket creation to name a few).
What problems is the product solving and how is that benefiting you?
Trying to limit the number of systems that our support team must use to support our clients. Even though Zendesk doesn't offer some needed items in a support center (WFM as an example), it is an industry leader and has taken time to make sure it can be implemented with a wide variety of platforms. Many other SaaS platforms create apps to integrate into Zendesk, which we have found incredibly easy to use.
Recommendations to others considering the product:
Great place to house your omnichannel solutions. Zendesk is continuously improving its product and listening to its customers.
If your primary use for Zendesk is it's Talk channel, you may consider exploring this in detail as it doesn't seem to measure up against other telephony providers.
If your primary use for Zendesk is it's Talk channel, you may consider exploring this in detail as it doesn't seem to measure up against other telephony providers.
Zendesk Review
What do you like best about the product?
I like that Zendesk is one centralized place for all of the support options that we offer (email/tickets, forms, live chat, WhatsApp, social media, etc.)
What do you dislike about the product?
I dislike that it can be confusing to set up certain features. Specifically, we are trying to use the flow builder for the live chat, and it seems very basic/lacks certain features to improve it (like allowing customers to fill out a form that creates a support ticket rather than leading to only an article or live chat)
What problems is the product solving and how is that benefiting you?
We are mainly solving customer service complaints and helping customers with placing and ongoing order support.
Question was answered quickly on first response.
What do you like best about the product?
I didn't need to have multiple follow-ups to get the answer I needed. When I submit a ticket I typically am just looking for reassurances to the questions I've already answered myself through research in your knowledgebase.
What do you dislike about the product?
Nothing. I really shouldn't need to answer this at all, but apparently you need a response to every single question, and this survery is grading me on the number of words that I submit. But hey if this is what you want to read in order to get a good grade on a survey then by all means lets go. I can litereally keep typing this nonsense and we could go for days and days!!!! This in my humble opinion is not a good way to get an accurate response to the questions you are hoping to recieve.
What problems is the product solving and how is that benefiting you?
Typically its questions relating to Triggers, and automations within zendesk. Sometimes I need to know why a ticket is not being routed the way I expect it to be, and when I can't figure it out myself then I submit a ticket. Other times I'll submit a ticket simply to ensure that I'm doing a particular task the right way. In this instance I was trying to make the trigger I had setup was the most efficient way of routing the tickets to where they needed to go, and notifying the agent in charge of that ticket so that she answers it in a timley manner.
Recommendations to others considering the product:
Make sure your triggers and automations are tailored to your specific business needs. Don't be afraid to integrate social media into your platform because it will make your life easier in the long run.
Zendesk Support Suite
What do you like best about the product?
The solution is expandable, customizable, and flexible.
It allows for easy communication with customers and provides enough features to account for standard processes to work efficiently. There is a very flexbile API structure that allows users to use and manipulate data and integrate with 3rd party systems for expanded use of the system.
Some of the standardized features are split out into separate packages which makes the solution very flexible but a bit expensive if you want a single feature. They have recently intruduced this suite packaging which bundles most of the features together making it an easier use case to sell and support internally.
It allows for easy communication with customers and provides enough features to account for standard processes to work efficiently. There is a very flexbile API structure that allows users to use and manipulate data and integrate with 3rd party systems for expanded use of the system.
Some of the standardized features are split out into separate packages which makes the solution very flexible but a bit expensive if you want a single feature. They have recently intruduced this suite packaging which bundles most of the features together making it an easier use case to sell and support internally.
What do you dislike about the product?
There are some concerns around security of attachments as well as flexibility of role based permissions. It would be nice to see some improvements around who can view/edit which tickets from an agent as well as end user perspective to become more granular.
What problems is the product solving and how is that benefiting you?
We use Zendesk to support both internal employees as well as external customers. The features of the suite allow us to deliver more information to the people who need it most.
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