Zendesk Suite
ZendeskExternal reviews
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Easy to use and customize!
What do you like best about the product?
Zendesk is a major part of our software ecosystem. We use Zendesk to track support issues for underserved populations and to help us understand the root causes of their food insecurity. Zendesk helps us understand the root causes of food insecurity and improves communication and collaboration that more effectively leads to long-term solutions.
Zendesk Support Suite is amazing! Their customer service and live chat make it easy to solve problems in a pinch. If you have a question about anything, they are there to help or guide you in the right direction. This makes it easy to find solutions to customization options or even something as simple as how to edit a trigger or macro.
Zendesk Support Suite is amazing! Their customer service and live chat make it easy to solve problems in a pinch. If you have a question about anything, they are there to help or guide you in the right direction. This makes it easy to find solutions to customization options or even something as simple as how to edit a trigger or macro.
What do you dislike about the product?
Overall, Zendesk is perfect for our use case scenarios. There have only been a few instances where some settings and features were difficult to find, but this could be boiled down to system updates. Since there have been so many updates in the last few months/over the last year, anytime, we need to make an update, something in our settings/admin center has changed and we don't know where to locate the updated directions. The Help Center does not update at the same rate as system updates...that is when we reach out to support!
What problems is the product solving and how is that benefiting you?
As a non-profit, we use Zendesk to communicate with our volunteers, partners, clients, and the population we serve. This is solving the communication gap in communities where normally they could not call, email, or text a non-profit to get assistance. We take all the feedback we receive through CSAT, NPS, Response Times, and more metrics to see how we can close the feedback loop for those in need. Zendesk is a major part of our software ecosystem. We use Zendesk to track support issues for underserved populations and to help us understand the root causes of their food insecurity. Zendesk helps us understand the root causes of food insecurity and improves communication and collaboration that more effectively leads to long-term solutions.
Comprehensive tool to manage your customer experiance
What do you like best about the product?
One place to manage all customer requests
What do you dislike about the product?
Not simple to set up. You need to have both technical expertise and resources.
What problems is the product solving and how is that benefiting you?
It is allowing a smal count of agents to manage a large amount of requests.
Good Help Desk System
What do you like best about the product?
Automations and triggers provide auto responses, requiring less manual tech interventions.
What do you dislike about the product?
Planning and configuration required to setup all modules.
What problems is the product solving and how is that benefiting you?
Historical tracking of user requests. Ability to add external and 3rd party vendors for support.
Great overall but with some annoyances
What do you like best about the product?
The organized layout is easy to get used to and customize to your needs
What do you dislike about the product?
The siren! It goes off at a time on a different time zone and randomly throughout the day. Its setting should not be under chat settings. It is not where someone would expect to find it.
The tab of the open ticket could be better highlighted. You can accidentally switch to an adjacent tab and update the wrong ticket
Performance is an issue. Drop downs populate very slow sometimes and when switching between open tickets
When leaving a space between text and a colon, the emoticons popup gets on the way. Use of another hot key should be assigned, as some of us like to leave that space and continue to type
When other analysts use the chat, the chat window appears on the screen for the rest of us intermittently as a flickering window which often interferes with our use of Zendesk
7/12/23 updated review :
The sire is gone FINALLY! I would like to see a place for communication drafts that is private to me. Currently, you can only save it as a yellow note
The tab of the open ticket could be better highlighted. You can accidentally switch to an adjacent tab and update the wrong ticket
Performance is an issue. Drop downs populate very slow sometimes and when switching between open tickets
When leaving a space between text and a colon, the emoticons popup gets on the way. Use of another hot key should be assigned, as some of us like to leave that space and continue to type
When other analysts use the chat, the chat window appears on the screen for the rest of us intermittently as a flickering window which often interferes with our use of Zendesk
7/12/23 updated review :
The sire is gone FINALLY! I would like to see a place for communication drafts that is private to me. Currently, you can only save it as a yellow note
What problems is the product solving and how is that benefiting you?
It is great for keeping track of your work by using the yellow notes and next step fields. Can link other related tickets. The various views can give you a customized list of what you are working on and set priorities
Speedy and friendly support
What do you like best about the product?
I really liked the live chat feature. It was really quick to use.
What do you dislike about the product?
I didn't find any reasons to dislike the service as of yet.
What problems is the product solving and how is that benefiting you?
We are using Zendesk for ticketing and it's fantastic for reporting and keeping track of customer satisfaction.
Despite areas of opportunity, one of the best.
What do you like best about the product?
API integrations, the entire sunshine ecosystem seems very promising too.
What do you dislike about the product?
The almost-enforcing of answerbot, there's a lot of shortcomings and it needs to be disabled to get other things to work.
What problems is the product solving and how is that benefiting you?
Managing multiple contact channels and the seamless integration between chat, phone.
Helpful
What do you like best about the product?
I really like that asking for support is as simple as writing a message.
What do you dislike about the product?
To be honest, I think that it takes too long sometimes to get an answer from an expert, sometimes I need almost an answer very quick and I need to search for answers in other channels (YouTube)
What problems is the product solving and how is that benefiting you?
I am not very familiar with what Zendesk can do for my team, and normally I ask for support on how to create, modify or implement certain actions that are beneficial for us, that kind of problems are what Zendesk Support Suite helps me to solve and that benefits me a lot.
Quick and Helpful
What do you like best about the product?
I got a quick and helpful response to my question
What do you dislike about the product?
It's not clear if you will be connected to a person
What problems is the product solving and how is that benefiting you?
I can't always find articles with answers to my questions. Being able to ask a question and get the answer I need is the biggest benefit
Complicated to use, but very powerful in certain areas.
What do you like best about the product?
Able to set up a complicated system like multibrand support and dynamic automation/triggers based on brand actions.
What do you dislike about the product?
Zendesk isn't an emailing platform by nature so this can make some of the features and customer interactions un-intuitive to use.
What problems is the product solving and how is that benefiting you?
Allows us to support multiple partners in different ways.
Efficient, knowledgable and helpful support!
What do you like best about the product?
Zendesk support is one of the quickest support tools I've ever used! Each time I have requested support, I have had a response within the hour and have never had to come back through for further assistance. Every agent I have ever spoken to has been so helpful and also send links to articles for any issues I have had. Really recommend this feature if anyone is unsure about anything!
What do you dislike about the product?
There's nothing that I can say that I would dislike, every time I have used this I have nothing but praise. Each agent is nothing but helpful and I really couldn't fault it.
What problems is the product solving and how is that benefiting you?
I have had issues with messaging where the agent I've spoken to has logged into my account and rectified any issues that I have had, this is really beneficial for me when running a customer service team as it means we can continue providing the best levels of dservice to our customers.
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