Zendesk Suite
ZendeskExternal reviews
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Zendesk remains the best option for support at enterprise scale
What do you like best about the product?
The easy nature of viewing open tickets and knowing what information is tied to which ticket.
What do you dislike about the product?
Not the biggest fan of the user interface, as it can sometimes become overly crowded.
What problems is the product solving and how is that benefiting you?
Collaborating as a team (solving support issues together) is much easier when everyone is utilizing Zendesk support together. The ability to quickly link an issue to another team member (and see that they're currently looking at it) allows for much faster resolutions. The score predictor is also a useful feature that helps us understand where we should be prioritizing efforts. Finally, the integration with our product allows our customers to seamlessly open a support ticket directly from their own application, which creates an extremely low-friction support experience and leads to much higher CSAT scores. Since utilizing Zendesk support, our CSAT scores have never been higher (often over 95% approval!).
Zendesk
What do you like best about the product?
Some of the better aspects of Zendesk were the integrations with other platforms (Slack, JIRA, etc) and the ability to create Help Desk centers.
What do you dislike about the product?
While the integrations with other platforms is great, when they do not work or fail to connect it can take time to fix or figure out another work around. Additionally, I would have liked a way to "hide" conversations (internal or external) in a particular thread. With too many "light agents" it could get really confusing.
What problems is the product solving and how is that benefiting you?
We were using Zendesk as our main customer service platform. The benefit we were able to see was the ability to hand off tickets to other "groups" in the organization.
Review Of Zendesk for Sales
What do you like best about the product?
I like the fact that I can easily manage hundreds of tickets from multiple client bases. I can email them, see required info, and determine the best course of action all from a single platform. It makes it very easy to do my job that otherwise would take lots of time and effort.
What do you dislike about the product?
I don't like the fact that the platform can sometimes be a little difficult to understand, and, for how we use it, it can have some limited options regarding functionality. For example, when assigning categories, sometimes I need to best guess. Also, their support pages aren't exactly the best.
What problems is the product solving and how is that benefiting you?
I help manage hundreds of tickets across all categories, from account creations and deletions to changes and lots of requests for information. Ultimately, Zendesk makes handling these tasks easier, as it streamlines the process.
An efficient working space
What do you like best about the product?
I love that you are able to simply and effectively organize what you are working on
What do you dislike about the product?
I wish there was a better value for CSAT
What problems is the product solving and how is that benefiting you?
Workflow, and time management. This makes it easier to track productivity and the working functions for the day
Recommendations to others considering the product:
You’re able to accommodate your needs and build in what you may need
All Around, Solid Ticketing Solution
What do you like best about the product?
Zendesk does at least at least a little bit of pretty much everything, that you would need from a support ticketing platform.
In some areas they really excel (ticket management, automation flows).
They're also very easy to implement and get setup, with decent support.
In some areas they really excel (ticket management, automation flows).
They're also very easy to implement and get setup, with decent support.
What do you dislike about the product?
I'm sure every ticketing platform has similar pricing constraints, but there are some product add-ons that are ridiculously priced for small businesses. Meaning, they don't have a per/user price (Productivity Add-On for example). Instead, they have a base price for a feature set that really doesn't do all that much, but it adds $250/month to your bill, even if you have a single user using it.
What problems is the product solving and how is that benefiting you?
We have a standard tech support team that we're supporting both email and chat using Zendesk.
If you're looking for an all around, solid platform, Zendesk is a good place to start. Easy to implement and get started, with plenty of room to advance your setup if you have the need.
If you're looking for an all around, solid platform, Zendesk is a good place to start. Easy to implement and get started, with plenty of room to advance your setup if you have the need.
Great for internal analytics or IT support.
What do you like best about the product?
I like the ease of use, on the front end operator side it allows users to simply email in their ticket. It also is easy to find the old ticket info since it can be stored in outlook. I also like the fact that it does indeed have ticket numbers attached so if needed you can reference the ticket number when reaching back out to the support team. Additionally, the friction less use of zendesk makes it easy for leaders of all levels to get questions answered, and inquiries resolved.
What do you dislike about the product?
For the front end user there is a lack of visibility and transparency to what status their ticket is in until the designated back end user responds. I understand that my organization is only using part of it, but maybe an option for automatic updates. Like "Your ticket has been viewed" or "your ticket is in progress". Proactive communication like many companies are now doing for example with logistics / deliveries. It eases the customer's apprehension about the process. In this case it could do that for the user.
What problems is the product solving and how is that benefiting you?
We use it as a reporting and analytics support help desk. It has been a very useful platform due to the ability of the team to interact and respond quickly to inquiries. The other great thing about it is it logs the history of comments on the ticket which allows a holisitic view of the interaction at any given time. It doesn't feel like it's overly complicated, which for support removing friction and making it easy is definitely important.
Recommendations to others considering the product:
Definitely a great use case from my company, however I cannot fully speak to the ease of setting up the back end integration. From my perspective, as a user, is where this review is coming from.
Ease of Use
What do you like best about the product?
The legibility and responsiveness of the ticketing system.
What do you dislike about the product?
How clients were organized. The need for plugins to do more advanced features.
What problems is the product solving and how is that benefiting you?
This was the first ticketing system we used for our Helpdesk and was great till we out grew it.
Easy to manage, great communication available
What do you like best about the product?
Easy to filter, tagging of other members
What do you dislike about the product?
There are several features I don't use so I have to make sure to not get confused with where to put notes.
What problems is the product solving and how is that benefiting you?
We are utilizing Zendesk to coordinate our technicians with a partner company. It is simple to coordinate and get notes and history and transfer our business findings to Zendesk for our partners to see and utilize.
Recommendations to others considering the product:
Zendesk is a super helpful platform for communicating with teams and requesting all types of information.
Very solid "build it yourself" support system
What do you like best about the product?
I think that Zen Desk has made creating general support functionality very simple. It's easy to create Triggers (for routing, automatic replies, etc.) and doesn't take a ton of work to implement other than testing the flow by creating tickets. Additionally Macros help create easy answers and replies for your tickets and for your support teams to use. Additionally, you can use a Macro to assign ticket values when replying making this a one touch reply for your more common issues and known solutions. All and all agent management is a breeze and assigning groups is fairly straight forward.
What do you dislike about the product?
One of the problems that Zen Desk Support has is that in order to be able to see tickets that are in any group, agents seemingly need to be in that group. For example, Tier 1 may escalate a ticket up to Tier 2. But if a Tier 1 agent is also not a part of the Tier 2 group, they won't be able to see the ticket. This also gets confusing if you have multiple teams for the same product lines - say a services division with a traditional support team as well. This also creates issues when giving too many views to an individual.
Views are the different ways to see tickets - tickets open at a certain group, tickets that are open with an individual, tickets that may have been recently closed. As you assign these views out to groups like your Tier 1 and Tier 2, it can be a lot of views in the Views area which can clutter things up and make that a little hard to navigate. This gets even more cluttered when you are an admin and can see all the views.
One other thing that we found frustrating with groups as well is assignment. You may have an agent that is in a Tier 1 group and a Tier 2 group. What can happen is the individual agent can be assigned tickets at any of those groups. One thing that we saw out of the gate is tickets that needed to go to our escalation groups get assigned to that user at a Tier 1 level just through accidental means. The assignment can be a little tricky but just needs a little more attention by the staff member. Ultimately, this should be something Zen Desk reviews for improvement in the future.
Views are the different ways to see tickets - tickets open at a certain group, tickets that are open with an individual, tickets that may have been recently closed. As you assign these views out to groups like your Tier 1 and Tier 2, it can be a lot of views in the Views area which can clutter things up and make that a little hard to navigate. This gets even more cluttered when you are an admin and can see all the views.
One other thing that we found frustrating with groups as well is assignment. You may have an agent that is in a Tier 1 group and a Tier 2 group. What can happen is the individual agent can be assigned tickets at any of those groups. One thing that we saw out of the gate is tickets that needed to go to our escalation groups get assigned to that user at a Tier 1 level just through accidental means. The assignment can be a little tricky but just needs a little more attention by the staff member. Ultimately, this should be something Zen Desk reviews for improvement in the future.
What problems is the product solving and how is that benefiting you?
We are having major success in handling our ticket volume through Zen Desk. There are other CRMs out there with better features but again, Zen Desk makes the process of handling tickets for support personnel easy. That is the core part of their job - how easily can I document this, how easily can I get replies back to the customer without a ton of customer look up steps, and so on.
The other benefit that you see with Zen Desk Support is how easily it connects to the other features that Zen Desk offers - whether that is Explore for your stats needs, Guide for knowledge base content, it's easy steps to get to these and pull data, manage articles and so on. That is not something you always see out there in support ticketing solutions.
The other benefit that you see with Zen Desk Support is how easily it connects to the other features that Zen Desk offers - whether that is Explore for your stats needs, Guide for knowledge base content, it's easy steps to get to these and pull data, manage articles and so on. That is not something you always see out there in support ticketing solutions.
Recommendations to others considering the product:
Do you research on what you need and make sure that you get the right level of Zendesk Support or any Zendesk Feature. There is a different between the tiers and if you need something, you should go to that next tier.
Successful partnership
What do you like best about the product?
Ultimate technical professionalism and helpfull attitude has been driving force to successful end customer implementations in past years. It has been a privilege to work together and drive more value for customers
What do you dislike about the product?
Young company and fast growth is allways hard and sometime might lack some resourses, but it comes along with scalability.
What problems is the product solving and how is that benefiting you?
Automated customer service trough chatbot. Authentication and routing further in customer service process. Also generating 24/7 sales leads.
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