Zendesk Suite
ZendeskExternal reviews
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Cost-efficient CRM that highlights reporting and volume management
What do you like best about the product?
Zendesk offers a variety of reporting metrics that are helpful in gauging the productivity of a team and the effectiveness of their work. Transferring tickets is easy to do with large numbers and keeping things organized is never an issue.
What do you dislike about the product?
I wish that Zendesk had real-time reporting integrated directly into their default reports. I enjoy creating dashboards, but I believe that real-time data should be available even outside of additional widgets.
What problems is the product solving and how is that benefiting you?
ZDS has helped to greatly condense the number of extraneous CRMs that my business had been using previously. ZDS has made the work much easier to track and monitor all from one command center.
Zendesk Review
What do you like best about the product?
The platform is easy to use and helps us in interacting members real-time
What do you dislike about the product?
The distribution of tickets. Like there's no system built in Zendesk to auto distribute the tickets.
What problems is the product solving and how is that benefiting you?
It's really helpful in the business since we used Zendesk before to interact with members especially in chats, and then we migrated to Gladly.
Chatting with a real person.
What do you like best about the product?
The most helpful thing is the ability to chat with a real person, not a bot.
What do you dislike about the product?
At first I was taken to a bot which was very frustrating. Once I was given a person to chat with, I was much more pleased.
What problems is the product solving and how is that benefiting you?
Solving the ability to communicate with my customers, which is extremely important to my business.
One of the easiest to set up and use support suites on the Market today
What do you like best about the product?
The breadth of contact/intergration types and the ease of settings those up is second to none. Having live US-based support at the ready for any bumps along the way is also a HUGE advantage over some competitors.
What do you dislike about the product?
The one complaint I have and it's a minor one is the clarity of setting up multiple support "queues" I dug around for a bit and ultimately put in a support request to help me. Within the 3 minutes I was waiting (honestly that response time surprised me on how quick it was) I was able to figure it out. It was so fast I didn't even have time to cancel my support request!
What problems is the product solving and how is that benefiting you?
It lets me set up and manage a very very lean it and customer service department allowing me to have visibility and accountability on support and helpdesk requests to both our locals (customers) and internal teammates.
Has almost everything we need in one system
What do you like best about the product?
I like the ease of use when it comes to Zendesk. For the most part its user friendly, even when building out triggers and other admin functions. If I'm ever confused, the documentation and courses available are written well and always get me on the right track.
What do you dislike about the product?
It would be helpful if there was a way to export more data from Zendesk such as Triggers, Macros, etc.
Also, a better built in bot system
Also, a better built in bot system
What problems is the product solving and how is that benefiting you?
For being a medium sized business, ZD helps with managing and scaling all our support requests. Whenever we have a feature request that involves Zendesk, we can usually find a way or an offering within Zendesk to help us get it done.
User friendly.
What do you like best about the product?
I like the ease of use. Any time I need to implement a new function, there is always a support article that I can use to get it done.
What do you dislike about the product?
The maximum upload limit. I currently use sharefile to upload larger files and copy the link into zendesk. That functionality would really speed up the process.
What problems is the product solving and how is that benefiting you?
The ability to track the suggested repairs I make to customers and dealers. I can communicate with multiple customers simultaneously. As well as notifying engineering or other departments that need to be aware of the issue without starting multiple email chains.
Very solution oriented and extremely helpful
What do you like best about the product?
The support you can get, and it's very clear the staff understand the product, issues and a way to figure someting out.
What do you dislike about the product?
There are so many pages and links to solutions, consfusing to try and fix your self sometimes.
What problems is the product solving and how is that benefiting you?
Automations for data and statistics, helps for areas needed to trouble shoot. Ease of use from the agent side.
Rarely has downtime, highly customizable.
What do you like best about the product?
It's easy to navigate, to customize for your business needs from Email support to Phone and Chat Support. Anything and everything is right at your fingertips. Integration with other services is very handy.
What do you dislike about the product?
There are some business-wide rules that prevent companies from fully customizing based on different departments or teams forcing customers to adapt and find new ways of doing things.
What problems is the product solving and how is that benefiting you?
Customer support via Chat. Phones and Email as well as Slack integration to create tickets for our internal users handing our largest clients. We also use Explore for your reporting.
If you are looking for a full solution, Zendesk is the way to go.
What do you like best about the product?
Zendesk provides a full solution; they spend a lot of time thinking about user experience in support and develop their product around that. I have learned to love Zendesk as I have used more and more of it.
What do you dislike about the product?
1. The add-ons - it is hard to justify purchasing additional add-ons; they should be a part of the licensing, especially Enterprise licenses.
2. Even when Zendesk is a full solution, there are gaps in the product where you look outside solutions to get things done. A good theme for the Support Guide is an example of this. The default options are very limited.
2. Even when Zendesk is a full solution, there are gaps in the product where you look outside solutions to get things done. A good theme for the Support Guide is an example of this. The default options are very limited.
What problems is the product solving and how is that benefiting you?
With Zendesk Support Suite, we manage and run our support function for our org. We manage our Support SLAs with Zendesk Support Suite. We also manage our Help Center on Support Guide.
Review of Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is a great fit for our customer support team. With the help of integrations like Playlist, we're able to handle a high volume of customer contacts with a small team. Triggers and automations make our job simple and easy!
What do you dislike about the product?
Zendesk's own support team isn't exactly at 10/10 in my opinion. When our agents are encountering errors or when we have questions/concerns about features, it can take quite a while to actually get in touch with an agent and often the responses we receive aren't helpful. I'll also note that the Zendesk team is quick to say that certain features are in development/in the pipeline but then allow literal years to pass without any update on those features.
What problems is the product solving and how is that benefiting you?
Zendesk helps our small team manage a high volume of contacts via email, phone, and chat. Working in SaaS, it's important to be able to provide instant service to our customers, and the tools we're able to use for ticket routing and agent availability make it very easy for us to be fully available for our customers 24/7.
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