Zendesk Suite
ZendeskExternal reviews
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Solid fundamentals; needs new features
What do you like best about the product?
Zendesk's features are all intuitive and easy to use. I enjoyed being able to rapidly transition my team to entirely using Zendesk for Customer Support and self-service
What do you dislike about the product?
I disliked that when my agents across differing time zones experienced similar spotty connections in Talk calls, it was difficult to troubleshoot and ultimately relay reports of bad connections to the appropriate team -- too much pushback from ZD support when reporting these issues.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite provides us the ability to connect all of brands in one workspace, to automate many actions through macros, and to give us granular control over reporting and analytics.
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What do you like best about the product?
Zendesk allows us to tag every ticket so we can better track ongoing issues and/or customer compliments!
What do you dislike about the product?
I wish there were better notifications, especially with internal notes as a follower on tickets.
What problems is the product solving and how is that benefiting you?
It's helping us track ongoing issues our customers are facing so we can create solutions on our platform.
Informative and helpful
What do you like best about the product?
Having access to articles for support and being able to chat to a human with interactive responses quite and easily. Every encounter thus far has been a pleasure to speak with them.
What do you dislike about the product?
Not having an option to email transcripts. A simple function which their built in messaging system allows. This would be handy to keep notes on conversations for future reference.
What problems is the product solving and how is that benefiting you?
Asking a question about omnichannel. Need to know the finer details before turning on so we do not mess up our current routing. More recently about malicious attachments, an informati ve answer and reference link was provided.
Flexible, easy to use support suite
What do you like best about the product?
Easy to configure support suite, with a great agent message editing experience (with some improvements required). Triggers and automations help us make changes to tickets based on business rules, and integration with other services lets us get feedback from our customers about how well we're doing.
What do you dislike about the product?
Emoji support is pretty weak, with some strange behaviour since a recent update to the editor experience. Zendesk Explore is a little difficult to understand, but once configured it does help to get insight into your support tickets. It would be great if there was better support for customer reporting, such as to generate reports by organisation of recent tickets, resolution times etc.
What problems is the product solving and how is that benefiting you?
We are a small support team and Zendesk helps us manage tickets from many more customers than we could handle using email alone. Our best feedback from customers is around our support team, and Zendesk certainly helps achieve such good results.
Simply the best!
What do you like best about the product?
Easily manage your tickets without feeling overwhelmed. Organize your views to see exactly what you are looking for. I love the ability to see tickets from a specific user via user profile.
What do you dislike about the product?
The only thing I don't like the most is the search. Sometimes it's hard to organize to see what I'm looking for. Theres not really a way to narrow it down to make finding it simpler.
What problems is the product solving and how is that benefiting you?
We recent;y took on a nother company under our umbrella and it makes it very simple to manage both in a separate instance. So I don't lose track of what each company needs.
Great Support
What do you like best about the product?
Love the ease of use and the way we are able to use other plugins to enhance the features provided already.
What do you dislike about the product?
Things like assignment engines based on fields should be there by default.
What problems is the product solving and how is that benefiting you?
It's helping us build a better customer experience by ensuring engineers are performing in the most streamlined manner.
Support was great, but ZenDesk can't integrate with WooCommerce MY ACCOUNT
What do you like best about the product?
ZenDesk gave me a response from a real person.
What do you dislike about the product?
It took over a day for me to get my response. Our company provides answers to tickets (we use ZenDesk) in 5-15 minutes, while ZenDesk takes 24-48 hours? Why would that be necessary?
What problems is the product solving and how is that benefiting you?
Ecommerce website / support system integration.
Great for connecting different channels for customer support
What do you like best about the product?
How requests from different media channels can be unified in one single support tool.
What do you dislike about the product?
The system is a bit locked in for specialized customizations.
What problems is the product solving and how is that benefiting you?
It gives a great overview of which requests you need to focus on.
All-in Customer Support Platform
What do you like best about the product?
I like that Zendesk Support Suite has different functions and automation that can help a customer support task become more efficient, and I really like the option to create custom fields so we can capture many types of information from our customers.
What do you dislike about the product?
While easy to use, I think Zendesk interface looks outdated and sometimes not intuitive to use. I think it can be improved by creating more color codes fields. I also think that the dynamic content based functions are not really working smoothly, it can be improved.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has everything that is needed to provide excellent customer service for a business. It helps us not only answering users queries in efficient manners, but I especially like the analytics tools that Zendesk has so we can run data analysis and improve not only the CS but also the product.
Zendesk enables us to give a higgh guality customer service, and an efficient internal performance
What do you like best about the product?
The personnlisation of my workflow, the fonctions in all domain : support, knowledge base, chat. The frequent updates, and the reactivity of the customer services
What do you dislike about the product?
i don't remember, i found solutions for all case
What problems is the product solving and how is that benefiting you?
we have a lot of canal : phone, chat ticket, intern question, ZD allow us a centralization of all case, and precise dashboard
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