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All-in-one solution.
What do you like best about the product?
I like that Zendesk has a good combination of products in the suite, making it an all-in-one solution.
What do you dislike about the product?
I wish that Zendesk would enhance the Talk feature by expanding the capabilities of its API.
What problems is the product solving and how is that benefiting you?
By having everything in one suite, like phone support, email support, knowledge base, etc.
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Zendesk is Awesome!
What do you like best about the product?
Organized repository of issues, trackable responses, macros for most commonly asked questions that we receive every day.
What do you dislike about the product?
I have not found anything I dislike yet.
What problems is the product solving and how is that benefiting you?
The shear volume of emails to our operations and accounting teams, copying everyone on the email, asking the same question over and over is repetitive, time consuming, inefficient and lacks accountability. It allows us to quickly and efficiently get the question or concern to the correct person, through the workflows that can best resolve the issue.
Zendesk Suite exceeds expectations
What do you like best about the product?
I haven't used Zendesk for a few years, but now that they have an amazing Suite it's a no brainer. In fact their ability to bring on meaningful AI will change the way you handle customers forever.
What do you dislike about the product?
Zendesk still has an opportunity to get better at alignment of the customer profile and lifecycle rather than being so transactional
What problems is the product solving and how is that benefiting you?
Real time resolution and better KPI total engagement
Robust Support Suite that is always innovating
What do you like best about the product?
The Zendesk Support Suite is very robust and can be highly tailored to our business needs. Our concerns were put to rest once we found how highly customizable Zendesk was, accompanied by a support and services team that listens to product feedback and open to improvements.
Features such as Omnichannel and skills based routing have been critical to the success of our support services. Also, reporting to pair and evaluate productivity.
Zendesk also keeps getting better with new features and adjustments to functionality. Glad to see how open they are to innovation, taking on the AI future, and continual communication on their roadmap.
Features such as Omnichannel and skills based routing have been critical to the success of our support services. Also, reporting to pair and evaluate productivity.
Zendesk also keeps getting better with new features and adjustments to functionality. Glad to see how open they are to innovation, taking on the AI future, and continual communication on their roadmap.
What do you dislike about the product?
There is always room for improvement. With Omnichannel, there is a little more to be desired when it comes to historical reporting. Getting historical reports centered around schedule adherence, dates/times of status changes, and schedule gaps are key to the success of measuring productivity and capacity. Its my understanding there is already a lot of work and upcoming releases that will address these however.
Lastly, agent notifications when tickets are assigned through omnichannel. We have good notifications (sound and popup) for Messaging chats, but nothing to that caliber for other ticket channels such as email. This is key to hitting fast first reply times. Would also be great to extend this to other functions like notify (via pop and/or sound) of tickets sitting unassigned before or past SLA, etc.
Lastly, agent notifications when tickets are assigned through omnichannel. We have good notifications (sound and popup) for Messaging chats, but nothing to that caliber for other ticket channels such as email. This is key to hitting fast first reply times. Would also be great to extend this to other functions like notify (via pop and/or sound) of tickets sitting unassigned before or past SLA, etc.
What problems is the product solving and how is that benefiting you?
Increasing capacity and efficiency with features such as omnichannel and skills based routing. Additionally, promoting self service through the knowledgebase, article recommendations, and chatbot.
Zendesk Review
What do you like best about the product?
Everything in one box, the team has the tools they need
What do you dislike about the product?
have to use market place too much for tools
What problems is the product solving and how is that benefiting you?
We don't have a lot of dev resources so we use the suite
Zendesk is very user friendly and most things are out of the box. Automation and Triggers help.
What do you like best about the product?
I like that you have everything in one and don't have to add too many apps
What do you dislike about the product?
There's nothing I disklike as there are so many options
What problems is the product solving and how is that benefiting you?
It is solving our workflows and how ticketing for our team works. The automations and triggers help with making sure tickets go to where they need to go
Data Driven Decisions
What do you like best about the product?
We are finally able to automate routine tasks for agents. Our biggest win is now having actionable data to drive real time business decisions. This has improved our customer experience with support dramatically.
What do you dislike about the product?
We would greatly appreciate the ability to edit Internal Notes!!
What problems is the product solving and how is that benefiting you?
Agent time tracking.
Good base software but not flexible enough
What do you like best about the product?
* Specialist support software
* Good UI
* Good support portal
* Nice workflows and automations
* Good UI
* Good support portal
* Nice workflows and automations
What do you dislike about the product?
* Not very flexible on lower plans
* Can be difficult to mask it's ZenDesk
* Can be difficult to mask it's ZenDesk
What problems is the product solving and how is that benefiting you?
* Providing self service support to customers
* Providing ticket management internally
* Providing ticket management internally
Excellent tool to streamline support management queues and ticket handling.
What do you like best about the product?
The most helpful feature of Zendesk Support Suite is the possibility to automate tasks via macros. Macros allow for quick ticket routing to different departments, and standardized formatting for specific workflows. Upsides of Zendesk Support Suite are its user-friendly interface, event tracking within the ticket, integration with 3rd party tools, customization of views to extract personalized reports.
What do you dislike about the product?
Native markdown formatting is great, but there is no feature to turn it off for some integrations that instead require to keep markdown intanct and format after submission. This creates a much more time consuming workflow to revert formatted text to markdown.
What problems is the product solving and how is that benefiting you?
Zendesk allows to easily and efficiently route support tickets to specialized departments. Tickets can be managed by multiple advisors keeping the conversation in the same thread. Internal notes ensure critical information is shared among advisors for optimal ticket resolution. Tags and macros streamline workflows to track and manage conversation and escalations to tier 2 of support.
Zendesk is a comprehensive solution for support solutions
What do you like best about the product?
Zendesk has been instrumental in bringing support for our organization into the modern era. Compared to our previous solution, Zendesk provides the visibility, ease of use, and appropriate metric monitoring for our needs. We have been able to increase our technical support knowledge through the use of searching, tags, and knowledge base integration as well as provide our customers with a platform to find answers to their own issues.
What do you dislike about the product?
At times it has been difficult to get ahold of Zendesk support, but this has become less of an issue recently. Sometimes the the abundance of features that we don't use can overwhelm us while trying to find spefic configurations.
What problems is the product solving and how is that benefiting you?
Zendesk has been instrumental in providing a centralized knowledge base for our solutions that our customers (and potential customers) can look through for information and answers. This has increased our support team's overall knowledge of our own platform and new ways to troubleshoot as well. We have also been able to use Explore to create iso reports for our KPIs as well as highlight our support team's work.
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