Zendesk Suite
ZendeskExternal reviews
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Helps my CX team but too not non-developer friend
What do you like best about the product?
I love that there is an array of options to customize our tickets, macro's, etc.
What do you dislike about the product?
It is not easy to customize or create a flow from scratch.
What problems is the product solving and how is that benefiting you?
Customer problems mostly but we haven't integrated much because it's not simple to do.
Solid support experience
What do you like best about the product?
Macros, automatic tagging based on the macros, and customization of labels.
What do you dislike about the product?
The reporting side (through Explore) is challenging to navigate, and the lack of customization around integrating data from our own database into the ticket view.
What problems is the product solving and how is that benefiting you?
Makes it much faster to automate certain workflows. We've been able to auto-archive a lot of emails based on keyword recognition, and create more efficient systems.
Creating Usable Charts
What do you like best about the product?
I like that the agent was very responsive and took the time to walk through the issue. He spent his time trying to figure it out.
What do you dislike about the product?
At the end of the day, he was unable to create the chart that we were looking to create. The chart is easily created in excel, but ZenDesk Explore does not have this option.
What problems is the product solving and how is that benefiting you?
I have used this support suite to help to create a chart that I was unable to create on my own. I have realized that are resources out there other than online forums to help improve our business.
Overcomplicate
What do you like best about the product?
Integrations
Views
Macro
The multiple status options
The personalized views
The default reports from Zendesk Explore are very useful
The personalized forms and fields
Views
Macro
The multiple status options
The personalized views
The default reports from Zendesk Explore are very useful
The personalized forms and fields
What do you dislike about the product?
Most of the settings are too overcomplicated. Starting with the People settings, the triggers and automations. You need to simplify thins and reduce the number of steps for each action
What problems is the product solving and how is that benefiting you?
Reporting KPI's is way much easier now that we are using Zendesk Explore.
The multiple views available allows us to keep a eye on everything
It would be good if satisfaction was a default function
The multiple views available allows us to keep a eye on everything
It would be good if satisfaction was a default function
Recommendations to others considering the product:
You need a dedicated admin person to sort it out as it is a bit time consuming
Great functionality but not for all businesses
What do you like best about the product?
Zendesk is great for organising and keeping track of issues, with many different features to suit different needs. We use a number of automations and triggers to get the right issue to the right team and make sure all is flowing as it should.
What do you dislike about the product?
The main problem we have is zendesks inability to resolve a situation in which an initial email was sent or cc to one email address used in zendesk, thereby creating the ticket, with following emails being sent to other emails addresses. Zendesk is unable to recognise that another email has been added into the thread (or that the original thread was forwarded to another email) and so the original ticket will just continue to update. In our company with many different departments, but only the customer service teams working on zendesk this is a big problem for us requiring multiple workarounds and no fool proof solution which is a risk to our business.
What problems is the product solving and how is that benefiting you?
Able to have emails, app based messaging service (like chat) and phone calls all in one platform. We can easily search ongoing issues in tickets. We can easily manage and view stats. The best part is that we are able to build zendesk how we need it without having to make change requests to a software company.
Recommendations to others considering the product:
Carefully consider your business structure and the types of communications that regularly take place
Feedback
What do you like best about the product?
Zendesk is convenient for talking to my company's contractors. We use it as a support line for them to reach out with questions. We plan to have live chat support in the future and hope to integrate it.
What do you dislike about the product?
-I've been having issues logging into Zendesk causing me to contact support/ admin several times.
-The self-service guide is overwhelming for someone who doesn't know much about it.
-It takes quite a bit of self learning
-Forwarding emails do not show it is coming from Zendesk. I have made the mistake of accidentally sending internal termination notes to myself, being shown to the contractor.
-The self-service guide is overwhelming for someone who doesn't know much about it.
-It takes quite a bit of self learning
-Forwarding emails do not show it is coming from Zendesk. I have made the mistake of accidentally sending internal termination notes to myself, being shown to the contractor.
What problems is the product solving and how is that benefiting you?
-Contractor customer service support
-Providing detailed KPIs of how many calls, emails, and texts are being sent through
-Categorizing them into different buckets to show how we can improve
-Self-service FAQ
-Providing detailed KPIs of how many calls, emails, and texts are being sent through
-Categorizing them into different buckets to show how we can improve
-Self-service FAQ
Recommendations to others considering the product:
See above
Zendesk Support
What do you like best about the product?
Agents are friendly and responsive service
What do you dislike about the product?
The product can feel non-intuitive at times
What problems is the product solving and how is that benefiting you?
Organizing our support system across brands. Ease of having all aspects connected.
Just started using it from intercom
What do you like best about the product?
The API is great and the documentation is so solid
What do you dislike about the product?
In the conversations it's hard to distinguish between messages we send and they sent
What problems is the product solving and how is that benefiting you?
We're trying to move support and our helpdesk with Zendesk.
Comprehensive Helpdesk Platform With Outdated UI
What do you like best about the product?
Straight forward and effective helpdesk platform with lots of options to customize to your business. Reports are generally quick and easy to build. Zendesk has a robust set of tools compared to competitors.
What do you dislike about the product?
The UI feels very dated compared to competitors. Options from other solutions give greater flexibility to agents from within their main screen. Hopping between screens to see full history for a single customer is disjointed and frustrating. More customization options are needed for the price.
What problems is the product solving and how is that benefiting you?
Zendesk is a comprehensive helpdesk solution that allows us to provide consistent, reliable support to our customers. Reporting allows us to look at data in countless ways to ensure agent performance exceeds expectations.
Emails delivered were rejected, relaying not allowed
What do you like best about the product?
Knowledgeable staff and could identify my problem right away
What do you dislike about the product?
Long time to get live tech from z bot...
What problems is the product solving and how is that benefiting you?
Emails not coming through
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