Zendesk Suite
ZendeskExternal reviews
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simplicity and detail
What do you like best about the product?
easy to automate recurring tasks and ensure that fans receive the right response each time.
What do you dislike about the product?
It would be great to automate recipient emails of form submissions by type - so a specific form a fan fills out is also shared with any external parties automatically.
What problems is the product solving and how is that benefiting you?
We are scaling quite nicely and helping more customers faster than ever before! Automation is key.
Zendesk has helped us greatly improve agent efficiency and reduce overall ticket volumes.
What do you like best about the product?
Our team can't live without easily searchable macros that empower our agents to respond to customer requests in seconds. Automations and triggers also help our agents work quicker and remove manual tasks and follow-ups.
What do you dislike about the product?
I wish features such as round robin auto assigning of tickets weren't something we had to pay as an add-on feature.
Also, automation based on a specific date happening should be an option. At the moment, you can also set automations or triggers based on something that look place before or after a certain date.
Also, automation based on a specific date happening should be an option. At the moment, you can also set automations or triggers based on something that look place before or after a certain date.
What problems is the product solving and how is that benefiting you?
Having templated responses to respond quickly to customers
automatic follow-ups of pending tickets
Keeping track of SLAs and other data
Being able to track tags
automatic follow-ups of pending tickets
Keeping track of SLAs and other data
Being able to track tags
I am the software engineer who is in charge of zendesk web widgets
What do you like best about the product?
I like the easiness of running the zendesk app.
What do you dislike about the product?
Some UX improvements should take place already.
What problems is the product solving and how is that benefiting you?
I would say we could unify all the claim issue via Zendesk.
Recommendations to others considering the product:
Need to improve the UX
Generally happy with the service
What do you like best about the product?
I like how we have the option to customize the suite a bit with different apps and other settings. It is solid for a one stop shop for the needs of the multichannel work we do at our company.
What do you dislike about the product?
I do feel like the different apps within the ZD suite are a bit segmented. Like Support vs Explore vs Chat. Those are the main 3 I use and they all have a different look and feel to them as well as the reporting with chat vs explore are not on the same page. I have a few tickets open regarding this aspect.
What problems is the product solving and how is that benefiting you?
Supporting customers multichannel; email, sms, chat and slack (we route our slack to ZD chat). Even our phone vendor is Talkdesk, the tickets are still managed in ZD. It is great to have these channels routed to one place.
Recommendations to others considering the product:
Connect with the team to determine all the other programs you utilize to confirm they will play well with Zendsk. Use the help center and support, they are in depth and helpful but be aware there is a learning curve to master this app.
Excellent support
What do you like best about the product?
The agent that helped me, was great in providing me the help I needed. I tried to search the help library and couldn't find my answers. Was very appreciative of the guidance.
What do you dislike about the product?
The help library could have a more robust search criteria.
What problems is the product solving and how is that benefiting you?
Bettering our communication with our customers and learning what our satisfaction rate is.
Quick and Simply to Use
What do you like best about the product?
Zendesk, unlike other CRM's is very simple to use and integration is as easy as 123. It's like operating in an email mailbox. Their chat, CSAT and social media integrations make it even easier for customers to contact you and for your agents to manage the queue.
What do you dislike about the product?
At renewal, there were new cheaper packages available, and unfortunately, when we came to renew and reached out, we missed the 30-day deadline and had to pay the regular price which was very disappointing.
What problems is the product solving and how is that benefiting you?
Easy customer support integration. We can respond quickly to customers, the software organizes your tickets well, and the triggers help with auto-responses. We have also been able to integrate chat for immediate support for our customers as we do not offer phones.
Quick and resourceful
What do you like best about the product?
An upside to the ZD Support Suite is I can reach an agent at any time to answer questions I may have about the product I'm using. I'm always met with kindness and given thorough responses to help resolve an issue I may have. For example, when I needed assistance with how to send an outbound message using BCC, the agent was able to look into my account, find different ways to solve for this issue and if there were other ways to approach the issue. The agent listed helpful tips, needed functions in order to send a message using BCC, resources and also offered to walk me through the process step-by-step if needed. Although I wasn't able to implement the function, it was still helpful to receive this amount of support.
What do you dislike about the product?
Some dislikes are that I'm unable to find answers quickly for my questions if I don't have time to wait for a live agent to help with a question. It can be difficult at times when attempting to self-solve an issue because I do not have much free-time to browse through multiple forums just to try finding an answer to my specific problem.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping me solve problems when I'm unable to find a solution on my own. They're able to understand my problem, take the time to research multiple options of how to resolve said problem and give an honest answer of the options available to me.
It's great knowing I have the support of ZD team members when needed.
It's great knowing I have the support of ZD team members when needed.
Recommendations to others considering the product:
When considering Zendesk Support Suite, think about your company's needs and the problems you're looking to solve, whether to send tickets or have a live chat/chatbot function. If these sound like solutions that will help solve those needs, then ZD Support Suite may be for you.
Solid product
What do you like best about the product?
The intuitive design is what I like the most. I find it pretty easy to find what I need and have been able to customize quite a bit. The support team is always very helpful. There's also a vast amount of support articles and "recipes" to help us achieve our desired outcome. I personally love how customizable triggers and automations can be. We use them for a number of different things. Product aside, the support I get from the account management team is second to none. Always available! Always helpful! We have 7 accounts now and it wouldn't have been possible without the help from our account manager. He gets a 10 out of 10!
What do you dislike about the product?
Advanced reporting can be challenging, but isn't insurmountable. There's a learning curve but once you get the hang of it, there's so much that can be done! I'd say the biggest challenge was learning how phone calls are structured with legs and how that feeds into Explore metrics. There have been times where I could tell a feature was pretty new and we ran into limitations that probably shouldn't be there. It doesn't happen so much that it makes to product unusable. Just a minor nuisance.
What problems is the product solving and how is that benefiting you?
Various support teams.
Recommendations to others considering the product:
Give yourself plenty of time for setup if it's your first time. There are many customizable features in the platform, and you'll want to take your time going through them.
Zendesk is a great platform for smaller purposes, but lacks some customizability
What do you like best about the product?
The agent interface of Zendesk is one of the best we've seen. It is intuitive for our agents to use, which cuts down on required training time. The reporting paradigms are solid and easy to understand. The ticket, tag, user, and field data paradigms fill gaps that other tools struggle with. The overall conceptual basis that Zendesk is constructed upon is inspired.
What do you dislike about the product?
The Zendesk reporting tools can be slow, and poor at working together with each other, and unintuitive for purposes outside of the initially demonstrated behavior. Working with Explore will often result in inexplicable errors that require a page refresh to fix, irreversible mistakes due to the dashboard auto-save functionality, and user-programmed functions clearly not acting according to their code.
The support team for Zendesk is often backed up, and I have had tickets wait for multiple weeks before being addressed. When asking the support team about the issues mentioned above, they often cannot solve the problem, which would be acceptable if cases were escalated within a reasonable amount of time.
Some Zendesk agent functions, such as the play button and agent statuses, do not come with adequate corresponding reporting functions in Explore to determine use. Even reporting on historical call queue data can be difficult, and reporting functionality for finding online agent counts at given times is nonexistent.
For all of the inspiring conceptual bases, Zendesk has a lot of rough edges that could be drastically improved.
The support team for Zendesk is often backed up, and I have had tickets wait for multiple weeks before being addressed. When asking the support team about the issues mentioned above, they often cannot solve the problem, which would be acceptable if cases were escalated within a reasonable amount of time.
Some Zendesk agent functions, such as the play button and agent statuses, do not come with adequate corresponding reporting functions in Explore to determine use. Even reporting on historical call queue data can be difficult, and reporting functionality for finding online agent counts at given times is nonexistent.
For all of the inspiring conceptual bases, Zendesk has a lot of rough edges that could be drastically improved.
What problems is the product solving and how is that benefiting you?
It is hard to pin down one particular concrete benefit of using Zendesk, but is trivial to find examples of problems and roadblocks we have faced using other tools that are now entirely bypassed. No longer do we need backup tools for downtime, weeks of agent training to use basic functionality, or constant customization requests for basic and obvious organizational tools. Our agents require less unnecessary oversight, and we are more easily able to set them up for success.
Recommendations to others considering the product:
Make sure Zendesk meets all of your needs before using it. Consult with others that have used Zendesk. If it meets all of your needs, it is the best tool for you. If it does not meet all of your needs, you may need to use a support solution that is lower-quality in other areas.
On point solutions
What do you like best about the product?
Good cross-channel support, a lot of utility "right out of the box," helpful reps if you have a question.
What do you dislike about the product?
Answer Bot offers few ways to improve it's suggestions. Help Articles are often years old and out of date, searching will often not yield more current results.
What problems is the product solving and how is that benefiting you?
Answer Bot is a helpful, albeit limited, way to put eyes on our help center. Help Center customizations are easy to create, update, and organize. Integration with texts and Twitter is easy.
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