Zendesk Suite
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Zendesk Support Suite
What do you like best about the product?
Zendesk is highly programmable, allowing organisations to customise it based on their needs. Their support is also highly technical and more than willing to assist in these areas
What do you dislike about the product?
Certain expected features are not present, requiring 3rd party apps to supplement them. Zendesk can further improve on this aspect by implementing more highly user requested features.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us consolidate and track all our customer support info in a single location, providing traceability of replies & actions, and hastening our response time.
An excellent tool to track tickets
What do you like best about the product?
It allows you to create multiple brands which can be used to track different products, departments or vendors/campaigns. It is extremely easy to configure, and the support forum is rich with loads of information, so you always can explore features and the best ways to use them.
Support tickets can be easily tracked, and it does not require too many clicks for a CSR to drive the tickets. Also, the reporting is great and allows data to be scheduled in different formats like charts etc.
Support tickets can be easily tracked, and it does not require too many clicks for a CSR to drive the tickets. Also, the reporting is great and allows data to be scheduled in different formats like charts etc.
What do you dislike about the product?
The data export is not very flexible. You can extract data in a JASON format or a CSV format. However, you do not have the option to pull data for a specific date range when using the CSV export.
What problems is the product solving and how is that benefiting you?
We white label our product and sell it in partnership with different payroll vendors. Zendesk and its branding allow us to have unique email addresses that can be shared with our partners, and the overall support experience can remain the same for the end user without them knowing that the payroll vendor and HCM service provider are two different entities.
Recommendations to others considering the product:
Ensure you are clear on the business goal you are trying to achieve. If you are looking for a ticketing system, Zendesk is the answer. If you are looking for a CRM tool, Salesforce would be the right fit.
Zendesk Support Review
What do you like best about the product?
My company has used Zendesk Support for 10 years. Our customers are businesses and it allows the users to see their ticket history - Easy for agents to manage the ticket queues, see when new tickets come in and organize the outstanding tickets in a way that makes it easier to manage. It also has integration with our Atlassian Jira which is helpful in escalating tickets to our Data Center team or engineering.
What do you dislike about the product?
One of the things that has been a bit difficult is some limitations on the search function. The other thing is that our users are associated with their company\organization by their email domain and it has been challenging when a company changes their email domain. Also, when looking at users in the end user lists, they are not sorted in any particular order that makes sense, like grouped by company or alphabetical.
I wish that we could export data with some filtering capability - we create our own reports for analysis - I have not found the available reporting to be that useful. We have many, many tickets that are open for a long time due to the customer or nature of the request and so simply measuring on time-to-close is not a meaningful metric for us in most cases.
We have had some difficulty in getting customers to use the portal vs. email - they often will open a new request by responding to an email from an older one which then reopens that request or creates a followup - when the new thing has nothing to do with the new request. I call it "running a tab" - but it skews our ticket stats lower as we should have a new ticket for each new request.
I wish that we could export data with some filtering capability - we create our own reports for analysis - I have not found the available reporting to be that useful. We have many, many tickets that are open for a long time due to the customer or nature of the request and so simply measuring on time-to-close is not a meaningful metric for us in most cases.
We have had some difficulty in getting customers to use the portal vs. email - they often will open a new request by responding to an email from an older one which then reopens that request or creates a followup - when the new thing has nothing to do with the new request. I call it "running a tab" - but it skews our ticket stats lower as we should have a new ticket for each new request.
What problems is the product solving and how is that benefiting you?
It is extremely helpful to have a complete history of our interactions with customers. In a lot of cases, we can find answers to new questions by searching old tickets to find another time when we resolved the same issue; OR, customers want to know when they did a particular thing and we are able to find the event in their ticket history.
We are able to track which customers put in the most "how do I" type requests so that we can reach out to them and suggest additional training. It allows us to see if a new software release results in an increase in incident tickets.
We are able to track which customers put in the most "how do I" type requests so that we can reach out to them and suggest additional training. It allows us to see if a new software release results in an increase in incident tickets.
Recommendations to others considering the product:
This was easy to set up and we've used it for 10 years.
Overall Experience With Zendesk
What do you like best about the product?
Zendesk support suite has a remarkable interface
What do you dislike about the product?
None so far. everything is good. It is easy to use as well
What problems is the product solving and how is that benefiting you?
Zendesk is easy to use and so far, i did not encounter any issues using it.
Service was prompt and excellent!
What do you like best about the product?
Zendesk support suite helps my team and I keep our tickets organized, and customers happy! It also allows me to pull data for intraday, leading to more efficient scheduling and an overall great customer and agent experience!
What do you dislike about the product?
Building recipes can sometimes prove to be difficult, however I am getting used to it, and the Zendesk training has been a big help! I do not have much negative feedback! Maybe just keep the articles updated.
What problems is the product solving and how is that benefiting you?
Zendesk support helps me analyze intraday data and helps me solve staffing gaps. It also helps us communicate with our customers in a timely manner.
Recommendations to others considering the product:
It's a great tool if you know how to use it. Don't be afraid to ask questions... support is very helpful!
Zendesk Suite Has Been Perfect For Scaling Our Support Needs
What do you like best about the product?
Zendesk Suite has many tools that can help my team as we continue to scale our operations. Prior to Zendesk, our team did not have any customer service software in place and Zendesk provides even small teams the resources that can help them with automation and growth. Over time we have utilized more and more of the tools that Zendesk uses and have continue to integrate these tools to create a more sophisticated support environment for our customers.
What do you dislike about the product?
I think that there are very few downsides, and the software platform is pretty straightforward. I do think that for the standard user, the integrations and setup of some of the more sophisticated automation tools can prove a bit challenging. There is certainly a learning curve for setting up things like bots, macros and flows. There is also a payoff. Stoll sometimes I think the user interface on the backend admin could use a little more work to make connections a bit more intuitive.
What problems is the product solving and how is that benefiting you?
We launched several new products in the last couple of years. Zendesk has helped us with all the heavy lifting and integrations needed to bring quality customer support to our audience. We are often limited on the development side and so Zendesk's self-build features and easy to use integrations are great for my team to avoid using resources from other teams. The help center we have been able to create has been game-changing and our interface with our audience has never been better at this stage.
Recommendations to others considering the product:
This product is great and in my opinion one of the best on the market. They have tools for all stages of your business as you scale and the product is affordable. It can be a time investment to build out the infrastructure, but the rewards that you receive as a part of that down the line is definitely worth it.
Great Support, Documentation, Product
What do you like best about the product?
Easy to use, easy to find information when needed, the support team is responsive and so helpful! Guide is a great product to create a customer facing help center on your own.
What do you dislike about the product?
Set up was on our own, could have offered an optional onboarding call to assist.
What problems is the product solving and how is that benefiting you?
Easy multi-channel way for customers to contact us and us to easily tag, track, respond using queues and rules. This helps us be more automated and productive helping us meet our customers needs easier.
Recommendations to others considering the product:
Proven solution with self-serve documentation and support team to back it. Easy to setup, configure, use, train others.
Great mix of features, customizable
What do you like best about the product?
I like that I can create many triggers and workflows to meet our business needs. I can be alerted to problem tickets and help keep my agents on top of their tickets.
What do you dislike about the product?
I dislike not being able to make changes to my field values without destroying my existing data. I also do not like that the built in csat surey is not customizable.
What problems is the product solving and how is that benefiting you?
We used to work out of a shared mailbox and employed a team member or temp to help organize the emails. Zendesk does that natively and automatically. Its been a huge time saver.
Zendesk Support Suite is a complete tool for customer support
What do you like best about the product?
Zendesk Support Suite is a complete tool for customer support. The integration of the chat and ticketing system is the best thing you can have.
Chat Agents can forward the customer to the next step of assistance in just one click, that's so easy!
Chat Agents can forward the customer to the next step of assistance in just one click, that's so easy!
What do you dislike about the product?
Very little things: the fact that you can't personalize a lot the email signature (for example with images)
the fact people are confused about how to reply, because of the instruction to write above the line: that's kinda confusing for them
the fact people are confused about how to reply, because of the instruction to write above the line: that's kinda confusing for them
What problems is the product solving and how is that benefiting you?
We can help people with a complete suite of support center: faqs, live chat, emails, social media and so on!
Is really cool to have everything in one space because it helps you work in an efficient and rapid way
Is really cool to have everything in one space because it helps you work in an efficient and rapid way
Recommendations to others considering the product:
Everything in one space helps you work in an efficient and rapid way
Does the trick, plenty of integrations available
What do you like best about the product?
Integrations are widely available, the UI is slick.
What do you dislike about the product?
Bulk email features a bit limited, no Klaviyo data visual in Zendesk
What problems is the product solving and how is that benefiting you?
Received competent help around my Klaviyo integration so we can exclude open tickets from capaigns
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