Zendesk Suite
ZendeskExternal reviews
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It's easy to use, but does have some room for improvement
What do you like best about the product?
I liked the fact you could easily locate conversations through ticket numbers, escalate to another agent, and integrate it to social media, such as Instagram and Facebook.
What do you dislike about the product?
I disliked the occasional bugs we encountered. For instance, there were times where I had to use Instagram directly on their website instead of through Zendesk, due to bugs in the integration, which did take some time to be solved.
What problems is the product solving and how is that benefiting you?
When I was using it, it helped me answer all my clients in an organized fashion and we were able to create an interactive dashboard which was great for data analysis.
Recommendations to others considering the product:
It is an overall complete software for customer support management and they offer good training material for agents, as well as interactive events for knowledge and networking in the industry. It did have occasional inconveniences and bugs, though, but once they were solved the experience was pretty smooth.
Good so far, but lacking some wanted features.
What do you like best about the product?
The simplicity of it Very easy to config
What do you dislike about the product?
Lack of features 2 Especially with Talk.
What problems is the product solving and how is that benefiting you?
Replacing our old ticketing and phone system!
Recommendations to others considering the product:
Assess what your companies' needs are first and foremost.
Support Suite lets us effectively manage all of our incoming requests
What do you like best about the product?
The ability to bulk edit tickets, link issues related to a specific problem like an outage to problem tickets to resolve, and to sort out the different issues customers support are very useful.
What do you dislike about the product?
They recently announced a change to pagination that will be rolling out soon, and despite overwhelmingly negative feedback from users on the article announcing it, they will still be removing the ability to jump to page numbers. I understand the reasoning they provided for this change but it does feel like feedback from userbase is not being heard.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is letting our small team effectively handle hundreds of responses each day in the most efficient way possible, and allows us to focus on more complex issues by automating simple responses.
Zendesk Support Suite is the Best CRM tool I have experienced!
What do you like best about the product?
Things I like about the Zendesk Support tool are:
1. It has better integration with other apps such as Google, Discord, Shopify. Slack, Lark, etc., and many more.
2. You can connect to colleagues within the app, doesn't require any need for other communication services within the team.
3. You can create Knowledge articles yourself and see others' knowledge articles to better understand how they have resolved the queries with the same type of problem.
4. It has a dialer option within the dashboard, which doesn't require calling the customer using a hard call.
5. Has great UI design, email templates are great and there are a lot of options.
1. It has better integration with other apps such as Google, Discord, Shopify. Slack, Lark, etc., and many more.
2. You can connect to colleagues within the app, doesn't require any need for other communication services within the team.
3. You can create Knowledge articles yourself and see others' knowledge articles to better understand how they have resolved the queries with the same type of problem.
4. It has a dialer option within the dashboard, which doesn't require calling the customer using a hard call.
5. Has great UI design, email templates are great and there are a lot of options.
What do you dislike about the product?
Things I like to improve on the Zendesk Support tool are:
1. I wish for the Dark UI option so that it would be less strain on the eyes.
2. Knowledge articles sometimes take a while for loading a whole page.
3. If Zendesk can provide to have a custom template shortcut within the dashboard to the agent level would be great because it will reduce the time and SLA.
1. I wish for the Dark UI option so that it would be less strain on the eyes.
2. Knowledge articles sometimes take a while for loading a whole page.
3. If Zendesk can provide to have a custom template shortcut within the dashboard to the agent level would be great because it will reduce the time and SLA.
What problems is the product solving and how is that benefiting you?
My firm uses the Zendesk Support Suite, for our email and chat support including calls. We receive customer queries by chat and email. Using the suite helps us each job request by a customer in one place so that we can audit previous cases. It is very easy to find a case from the past as we can see our support history and customer support history to better help them with their queries and doubts. It is easier to connect with other colleagues working on another team to see if the case is solved from their end and if not get a follow up is quite easy.
Recommendations to others considering the product:
If your organisation receives a lot of requests from your customers about the customer support and updates regarding products, and conversation are quite long then you should use Zendesk Support tools as it helps you organize all the tools required to help customers and keep their retention.
It's reliable, it works, and we've used it for 5+ years.
What do you like best about the product?
Ability to organize tickets in a meaningful way. Ability to analyze the performance of our support agents.
What do you dislike about the product?
Transition to new features is not smooth. My experience is disjointed with some areas in a new UI and some in old UI.
What problems is the product solving and how is that benefiting you?
How to manage all the support tickets our users submit and send them to the right internal team. Then monitor the health of those tickets getting solved.
Recommendations to others considering the product:
Better organization of reports. I'm seeing an old Explore / Overview / Leaderboard / Satisfaction area of reports. But then if I want to create custom reports I have to go to my Admin Center > Account > Tools . Reports to create custom reports. That doesn't make sense.
Decent, but lacking in chat options.
What do you like best about the product?
It is a very robust system with multiple options to tailor your support to your clientele.
What do you dislike about the product?
There are only 3 aux codes for chat availability: Online, Offline, and Away. For such a robust system, this is disappointing. The system is not user-friendly., so it can be difficult to find the correct setting you want to adjust. The Help Center articles do not appear properly to user segments.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed us to set up a Live Chat option on our website. which increases customer satisfaction.
Recommendations to others considering the product:
Determine exactly what you need and how those features would look on Zendesk before enrolling in the system.
Zendesk Experience
What do you like best about the product?
The overall presentation was informative and helpful in identifying opportunities to improve business with new products.
There appear to be more options available in comparison to competitors.
There appear to be more options available in comparison to competitors.
What do you dislike about the product?
Nothing at this time. Looking forward to hearing about new product opportunities.
There does not appear to be a comparable product for comparison of overall performance.
There does not appear to be a comparable product for comparison of overall performance.
What problems is the product solving and how is that benefiting you?
It is helping with ticket management and analytics.
The cost of the product is reasonable compared to other offerings in the market.
There have been some improvements.
The cost of the product is reasonable compared to other offerings in the market.
There have been some improvements.
Recommendations to others considering the product:
Support is good but sometimes questions are not directly answered. Questions are directed more to the answer bots than to support agents.
Accurate and quick
What do you like best about the product?
The Bot's correct solution for communicating with an agent and the agent's kindness to understand and guide me and my colleague through the steps to try to solve the problem.
What do you dislike about the product?
It is not a major dislike, but that my colleague didn't receive the email with the instructions to access his account.
What problems is the product solving and how is that benefiting you?
My colleague couldn't access his account with his current password, he tried to reset it but never received the email with instructions, so he had to ask me for help and I contacted support chat.
Without the right support and solution from Zendesk Support, he could not work properly and probably our boss would be upset.
Without the right support and solution from Zendesk Support, he could not work properly and probably our boss would be upset.
A great tool
What do you like best about the product?
What I like most about the platform is the amount of information available about the customers, in addition to being a great place for customer service, help center, and customer support. The integration with Playvox is great too. Perfect tool for customer support.
What do you dislike about the product?
What I like the least is the layout, it could be more intuitive.
What problems is the product solving and how is that benefiting you?
Zendesk has greatly contributed to customer support, as our email is our main source of communication with the customer. With speed and the information that the platform provides us, we are able to give the necessary support. We can also check reports of tickets, reasons for entry, and problem resolution.
Recommendations to others considering the product:
The organization and collection of important information is incredible.
Zendesk is very helpful in managing high volume of customer inquiries.
What do you like best about the product?
The most helpful features of Zendesk are the macros, automations, and triggers which are fairly easy to set-up. It makes managing high volume of tickets easier. Onboarding and teaching new agents also becomes smoother.
What do you dislike about the product?
A feature of Zendesk that is hard to navigate or learn is Explore analytics. For someone without a background in data analytics, the pre-made dashboards and metrics are very useful but more complicated customizations are hard for me to learn. I definitely need more guidance on this.
What problems is the product solving and how is that benefiting you?
Zendesk Support allows me to assign multiple tickets to multiple agents without overlap, unlike if we were using Gmail only. This makes us more productive and more efficient.
Recommendations to others considering the product:
Familiarize yourself with the platform and the possible features that can help your workflow.
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