Zendesk Suite
ZendeskExternal reviews
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Zendesk Support is a powerful CX tool, very customizable but still with room for improvement.
What do you like best about the product?
The best of the Suite is the level of customization that you can reach. One of the main tools we use are triggers and automation, and there is an enormous range of options for that, which are even synchronized with any other customization you could have done such as in "fields".
What do you dislike about the product?
I'd request to have easier access to the Admin Center, as it can be pretty tedious to go to another tab only to make a quick update of a setting. Another fundamental thing is the number of Views displayed in the instance, which is 12 in all the Plans (even Enterprise). Knowing that most companies using Zendesk do so looking for organization+customization, it is expected to have a high number of categories (which in this case, equals "Views"). There are third-party paid alternatives, but neither offers easy access to all the views.
What problems is the product solving and how is that benefiting you?
We work with Startups and SMBs, therefore -if not using Zendesk- most of them would still be using Google Workspace for mail support + Whatsapp for chat support + a help center on their Website for extra info.
Zendesk Support Suite does it all, it is really an omnichannel CX tool, synchronizing all the mentioned above.
Zendesk Support Suite does it all, it is really an omnichannel CX tool, synchronizing all the mentioned above.
Recommendations to others considering the product:
Research! As it can be very customizable, there are so many options and routes, which sometimes can lead to doubts. Zendesk Help Center has a lot of information and even tested recipes.
Have to wait too long for support to review support tickets
What do you like best about the product?
Being able to get info from the auto-bot, if applicable.
What do you dislike about the product?
You can never get access to a live support person from the onset of a ticket. You have to wait 1-2 days. And even then, if you are offset in hours, then getting a resolution to your issue can be long.
Additionally, I continue to get different answers from different agents on the same subject, so that is a bit frustrating.
Additionally, I continue to get different answers from different agents on the same subject, so that is a bit frustrating.
What problems is the product solving and how is that benefiting you?
Questions/problems with the platform that I cannot find an article or online guide for.
Solved my problem immediately. But then found it wasn't as adaptable as I needed
What do you like best about the product?
I like that I can contact anytime and if it is urgent I will get immediate help. If it is a high-priority request I can get help pretty quickly. We used Talkdesk before and no support was available.
What do you dislike about the product?
Sometimes the delays on lower-tier requests leave me with fragmented work sessions. I think there should be a way to flag that I'm online and working on the project now - that way support could get to those people first. Reporting on SMS is near impossible and unhelpful. If you need something that has high texting functionality, Zendesk isn't it
What problems is the product solving and how is that benefiting you?
All sorts of admin confussion. I am learning every day how to improve SMS experiences and views for both agents and customers. I certainly think this has improved our lead management.
Zendesk allows me to support our customers through multiple channels so easily.
What do you like best about the product?
The user interface is straight forward and disguises what is a very powerful product underneath. Compared to other Support softwares the customisation options are second to none. Their own support team is always quick to respond and happy to help out when you need.
What do you dislike about the product?
If you are tyring any trickier integrations through the API the support from the Zendesk team can be lacking and you may need to rely on your own developers tofigure some answers out on their own
What problems is the product solving and how is that benefiting you?
Building out a strong Help Centre of learning resources and feature requests for our users to self serve and find out how to use Gravity Sketch themselves
Customer support is really quick and hands on.
What do you like best about the product?
It helps to improve experience with customers. I love how easy it is to navigate the system as well
What do you dislike about the product?
No issues with zendesk so far- talk feature not available if not team lead or admin
What problems is the product solving and how is that benefiting you?
Issues with talk access
The team was prompt and knowledgable
What do you like best about the product?
I liked that you don't have to stay online during the chat and can leave the site, come back, and continue on with the support. I also like that you can review all of your tickets from the past. I also liked that they follow up if you don't respond after a time period.
What do you dislike about the product?
The only part that I dislike is not being able to schedule a call or meeting with a live individual. Sometimes it is easier to explain over the phone what the situation is. I understand that we need to keep most support with chat bots and services online, but a live meeting would sometimes be easier.
What problems is the product solving and how is that benefiting you?
We are just now getting started to configure our Zendesk so the support we have needed has to do with configuration and custom fields that we need for our organization. We have also needed help with redirecting URLs to the Zendesk portal for our customers.
Response for tagging problem
What do you like best about the product?
Access to live chat which means I can always get to resolutions more quickly
What do you dislike about the product?
Sometimes struggle to find answers within the knowledge base or known issues
What problems is the product solving and how is that benefiting you?
Generating correct, accurate tagging to our tickets
Zendesk - Powerful Support Tool with highly customizable options
What do you like best about the product?
Zendesk Support Suites helps reduce the Agent's manual work by using Macros and having sorten tickets in a clear and easy style available.
What do you dislike about the product?
It´s sometimes consuming a bit of high Memory from Chrome when working too much on Multi-Tasking things.
What problems is the product solving and how is that benefiting you?
It helps a lot in business to tackle down customers.
Recommendations to others considering the product:
If you like to get your things sorted, it´s a good start. If you like to be an expert using API can fulfill nearly everything.
Best CRM
What do you like best about the product?
The simplicity of the software and the availability of the service
What do you dislike about the product?
The triggers and the complexity of the set up them
What problems is the product solving and how is that benefiting you?
The tracking of the issues of my customers
Recommendations to others considering the product:
The availability of the support they will never let you alone.
Fast Support integrated perfectly
What do you like best about the product?
I love that Zendesk Support is available directly out of the ticket system itself. You can reach out to support via chat or email and bove are amazingly fast. Our issue was solved within 2 days.
What do you dislike about the product?
I don't like the design of the email itself. You start your request within a chat field and the answer to your question arrives within 24h. Which is fine but why shouldn't I just start the support case via email directly? All in all, it's just a small issue but I can imagine people getting in contact with the Zendesk support more often could get annoyed by this.
What problems is the product solving and how is that benefiting you?
The Zendesk Support is helping with issues related to any Zendesk product. If you got a problem with chat,support or talk they provide help. Even if the issue isn't really a issue and you just need help with creating a trigger.
Recommendations to others considering the product:
Just click yourself through the KnowledgeBase first.
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