Zendesk Suite
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Zendesk Made Simple: An Admin’s Perspective on a Powerful CRM Tool
What do you like best about the product?
One of the key advantages of the Zendesk Support Suite is that it brings together all of Zendesk’s core products Support, Guide, Talk, and Chat, into one comprehensive package. Instead of paying for each product separately, you only need a single license fee per user, which covers the full suite. This makes it more cost-effective, easier to manage, and ensures your team has everything they need in one place to deliver a seamless customer experience.
What do you dislike about the product?
If there’s one limitation I find a bit frustrating with Zendesk, particularly in Explore it’s the restriction on data exports. You can’t extract more than 20,000 rows in a single export, which can make large-scale reporting a bit challenging but I guess they have already did something about it by introducing the 37months data retention.
What problems is the product solving and how is that benefiting you?
“Zendesk provides robust configuration options including groups, macros, triggers, automations, views, SLAs, and custom fields. Each of these elements plays a role in streamlining workflows and ensuring consistent case management. For example, macros and triggers can standardize repetitive tasks, while custom fields enrich ticket data that can later be leveraged in Explore for detailed reporting and insights.
Recommendations to others considering the product:
Basically, Zendesk Support Suite is a one-stop-shop for all CRM related tools which is best for small organizations, start-ups, MSE, or even big organization.
Zendesk tool for Support
What do you like best about the product?
1. UI is user friendly and easy to understand.
2. Replying to tickets & reopen the ticket feature is good.
3. Built-in feedback survey to the customers is a plus as we don't have to use any other 3rd part tools.
4. Manage users and their permissions.
5. Zendesk has a mobile app as well, from where you can address tickets.
6. Can be integrated with multiple softwares like Sales force etc...
2. Replying to tickets & reopen the ticket feature is good.
3. Built-in feedback survey to the customers is a plus as we don't have to use any other 3rd part tools.
4. Manage users and their permissions.
5. Zendesk has a mobile app as well, from where you can address tickets.
6. Can be integrated with multiple softwares like Sales force etc...
What do you dislike about the product?
Pulling reports is a tricky part some times
What problems is the product solving and how is that benefiting you?
1. Instead of using support email and addressing emails it creates tickets and all the communication with a customer is saved in one place.
2. It tells how satisfied is the customer with the solution provided with its built-in feedback survey.
3. Ticket routing system, if any individual has not answered a particular query.
4. Chat tool helps in answering the customer's query and we don't have to use another separate tool for a chat.
2. It tells how satisfied is the customer with the solution provided with its built-in feedback survey.
3. Ticket routing system, if any individual has not answered a particular query.
4. Chat tool helps in answering the customer's query and we don't have to use another separate tool for a chat.
Recommendations to others considering the product:
One of the affordable tools for all support needs and one tool with Phone, chat & ticketing tools.
Quick response time and good follow up
What do you like best about the product?
The response time was pretty quick and the follow up to keep me informed was good as well.
What do you dislike about the product?
I needed to verify with the bot by giving my e-mail address. And when I got to talk with the agent I needed to give my e-mail address again. But that was minor.
What problems is the product solving and how is that benefiting you?
It helps users get in contact with us when they need help. This way we can help them immediately.
A short review
What do you like best about the product?
The system is really detailedly engineered. It makes the system reliable and robust. The user interface is also great. Help center is useful and easy to learn the learning curve is not steep.
What do you dislike about the product?
The instagram and facebook integration is awful. Basically you can't use it. When a new message comes it doesn't shows the old conversation and when you answer the conversation and another answer comes after that it thinks that it is a new conversation and sends the welcome message again automatically.
What problems is the product solving and how is that benefiting you?
It makes my customers problems easily handled in one place. Easier to see bigger picture. And having an analytics for all of my customers' problems is perfect solution.
Recommendations to others considering the product:
If you are using it for social media don't buy it but otherwise perfect solution.
Zendesk is very user friendly for small & medium businesses
What do you like best about the product?
Ease of use, view of all my tickets in one screen, ability to create different views, automating tasks, self-help
What do you dislike about the product?
It's hard to know what can be automated. More organized self-help section.
What problems is the product solving and how is that benefiting you?
Allows us to respond quickly and surface enterprise-wide incidents, automating repetitive tasks
The meain reason is Zendesk is a super complete tool.
What do you like best about the product?
It is super user-friendly and easy to use.
What do you dislike about the product?
The pricing seems to be very high.......
What problems is the product solving and how is that benefiting you?
It is the main tool we use to communicate with our customers.
Efficient and thoughtful service!
What do you like best about the product?
Access to a large suite of helpful tools and insight features with awesome customer service when needed. Zendesk allows our customer service agents to converse with our client base easily and efficiently.
What do you dislike about the product?
The Zendesk Help center and forums tools are not as robust as we would like. They are missing features and customization options that we feel would need in order to achieve our goals.
What problems is the product solving and how is that benefiting you?
Great customer service tools that ensures our customer support team is listening to our client base by monitoring statistical data in order to adjust our benchmarks.
Great tool for ticketing
What do you like best about the product?
Easy, intuitive program that works with many integrations and apps
What do you dislike about the product?
It is not possible to get desktop notifications for email tickets received
What problems is the product solving and how is that benefiting you?
Allowing me to connect with all teams through integrations and separate view inboxes
Recommendations to others considering the product:
Set up your integrations and workflows first before getting too deep in customer emails/chats
Efficient Bug Support
What do you like best about the product?
The support team was highly communicative and generous in their explanations. I was grateful for Manu's timeliness and their willingness to support me with the problem I had encountered.
What do you dislike about the product?
There wasn't anything to dislike. The Support team that reached out to me explained the problem and the resolution they had implemented. Everything was transparent and timely
What problems is the product solving and how is that benefiting you?
The problem we have is an overwhelming need for support from our clients. Being able to field these needs - their question, concerns, hopes, and ideas - is a monumental undertaking that demands every bit of organization available
Recommendations to others considering the product:
Maximize your efficiency with configurable macros
First experience with Zendesk
What do you like best about the product?
The people at Zendesk Support Suite are responsive and helpful
What do you dislike about the product?
It is unclear why support@Zendesk is not supported any more, it is difficult to make initial contact and I worry that I am bothering people if I fill out a ticket
What problems is the product solving and how is that benefiting you?
I have a meeting set up to discuss adding automated tags to onboarding documentation on Zendesk and how that could be accomplished. After the meeting, I will know more.
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