Zendesk Suite
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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.
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.
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