Zendesk Suite
ZendeskExternal reviews
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SPAM ISSUE RESOLVED
What do you like best about the product?
THE FAST RESPONSE TO MY ISSUE. EASY MESSAGING THROUGH THE APP. THEY EMAILED ME A CONFIRMATION AND THEN A CONFIRMATION AGAIN WHEN IT WAS COMPLETE. VERY EFFICIENT
What do you dislike about the product?
THERE WASN'T ANY THING I DISLIKED ABOUT THE SUPPORT. HE WAS FAST, ANSWERED MY QUESTIONS, AND FOUND A SOLUTION VERY QUICKLY. IT'S ALL DONE WITH MESSAGING. THERE IS NO STILLING ON HOLD. YOU CAN CONTINUE TO WORK NO DISLIKES AT ALL.
What problems is the product solving and how is that benefiting you?
WE HAD A SPAM EMAIL ISSUE. IT WAS OVERWHELMING OUR OPEN TICKETS OVER THE WEEKEND. BY NOT GETTING 100'S OF SPAM EMAILS WE CAN ADDRESS OUR TICKETS MORE EFFICIENTLY.
Recommendations to others considering the product:
IT IS A FAST AND EASY WAY TO TRACK TICKETS/REQUESTS FROM YOUR CLIENTS/CUSTOMERS. EVERYTHING IS LOGGED AND YOU CAN GO BACK AND SEE CLOSED TICKETS FOR REFERENCE ALSO REOPEN OR MERGE THEM
Getting better, but not amazing
What do you like best about the product?
Customer service dept. is doing well using Zendesk. Very helpful to keep all tickets together. Once you get to learn it, it is pretty easy to use no matter how much technology you use.
What do you dislike about the product?
How you have to set it up yourself and is not set up for you unless you pay few thousand dollars. Materials are old and outdated and sometimes confusing. I don't like how you can't make a view with people you add as a follower or you can't make a view with different tags.
What problems is the product solving and how is that benefiting you?
It's solved the flow and easily is keeping all tickets together and easy to manage. It is making communication better between all departments which has been nice.
Helped us offer remote options to employees and ultimately double our market share
What do you like best about the product?
I really like how all emails come in to one inbox. it is very user friendly and makes it much easier to offer better consistent customer support
What do you dislike about the product?
The Reporting side of things is a bit tough at times. Sometimes you think things are being pulled in but they arent. Maybe you should offer more explore training and events.
What problems is the product solving and how is that benefiting you?
It allowed all of our request to flow into one place and allowed us to track that. Before zendesk we were just having agents use their business email for support. This made it almost impossible to track productivity.
It has the basics.
What do you like best about the product?
- Customer support reply via Zendesk Help is often fast and reliable.
What do you dislike about the product?
- No Google Data Studio integration
- No way of using Support views in Explore as a way of data analysation.
- No way of using Support views in Explore as a way of data analysation.
What problems is the product solving and how is that benefiting you?
- Direct relationships with different user groups.
- Useful analytics and quick, standardised reply system.
- Useful analytics and quick, standardised reply system.
Zendesk Review
What do you like best about the product?
The best part of using Zendesk is its triggers, automation and other top-notch features.
What do you dislike about the product?
You cannot add more than one question to your CSAT survey.
What problems is the product solving and how is that benefiting you?
Solving user issues via email and chat, also helps us track and build help center
Great Support Management Capability
What do you like best about the product?
The thing I like best about Zendesk is the various integrations it has with other software. This makes ticket management and customer support activities much easier when working remotely across many different teams.
What do you dislike about the product?
The software has a bit of a learning curve and the web interface is not very intuitive or user friendly. We use this across our company for both IT and clinical customer support tickets. It took a little longer than I would have liked for the clinical team to learn how to use this tool efficiently. I also don't like that you need to have a different level of access to a different web application to pull reports.
What problems is the product solving and how is that benefiting you?
Allows us to effectively and efficiently manage IT tickets across multiple teams and escalate tickets to different departments when necessary. It also allow us to have access to VOIP capabilities for our teams providing customer service/support from home.
Be careful!
What do you like best about the product?
They have employees and support staff located in the Philippines and SE Asia time zone where we are located.
What do you dislike about the product?
Many things to dislike about Zendesk Support platform.
1. Their sales team says "yes" to everything but the reality is that you have to upgrade to a much higher and more expensive plan and so you don't find out until after signing up.
2. Their sales team, sales management and even Directors are "powerless". After escalating concerns, they "can't do anything about it".
3. Basic features from other providers are included but in Zendesk, it requires upgrading for higher fees.
4. System is too complicated to use. Different redirects to different portals and pages. Seems like a "barrel of monkeys" from a history of acquisitions of other systems.
I tried to resolve concerns for 90 days and was just left with either "nothing we can do" or "silence".
Despite how much money we spent, I went to another system and set it up entirely by myself in 1 day with ALL the features that you can only get on either their "Professional" or "Enterprise" plan for 70% less.
1. Their sales team says "yes" to everything but the reality is that you have to upgrade to a much higher and more expensive plan and so you don't find out until after signing up.
2. Their sales team, sales management and even Directors are "powerless". After escalating concerns, they "can't do anything about it".
3. Basic features from other providers are included but in Zendesk, it requires upgrading for higher fees.
4. System is too complicated to use. Different redirects to different portals and pages. Seems like a "barrel of monkeys" from a history of acquisitions of other systems.
I tried to resolve concerns for 90 days and was just left with either "nothing we can do" or "silence".
Despite how much money we spent, I went to another system and set it up entirely by myself in 1 day with ALL the features that you can only get on either their "Professional" or "Enterprise" plan for 70% less.
What problems is the product solving and how is that benefiting you?
They were not able to help solve any of my problems except for being able to assign support tickets.
The system features are so complicated that it made support processes harder.
The system features are so complicated that it made support processes harder.
Recommendations to others considering the product:
Find another solution.
Fast and efficient!
What do you like best about the product?
The agent was fast and managed to assist me and knew exactly what the issue was!
What do you dislike about the product?
That my cell provider won't send me MFA text codes (not Zendesks fault)
What problems is the product solving and how is that benefiting you?
The ones mentioned above.
Very good support ticket management
What do you like best about the product?
Integrates tickets from different channels
What do you dislike about the product?
Many options, sometimes complex to configure
What problems is the product solving and how is that benefiting you?
We can now manage all our support tickets, coming through different channels, in one platform
Well designed UI and workflows
What do you like best about the product?
Simple UI and basic elements of managing tickets without a huge learning curve. Starting to work with Help Center and hope to increase self-service options for customers.
What do you dislike about the product?
Not much. Getting helpdesk support can sometimes be slow, but responses are usually helpful. In customizing the UI (say, for Guide/Help Center), if I make changes to code, it's hard to track what was changed and thus revert to a prior state.
What problems is the product solving and how is that benefiting you?
Customer Success! A must-have tool for managing customer interactions. Planning now for our next stage of growth where we'll need to plan for sub-linear growth in support costs, via greater automation.
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