Zendesk Suite
ZendeskExternal reviews
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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
Overall a Good Product However Some Enterprise Features are Lacking
What do you like best about the product?
Zendesk is super easy to use. It has a lot of features right 'out of the box' where you can quickly get up and running. Furthermore, it has an API as well as webhooks which work for most of our needs.
What do you dislike about the product?
While there is an API and webhooks, there are some enterprise features that are missing from the product. For example, the API is limited as to what it can do, especially for non-admin users.
What problems is the product solving and how is that benefiting you?
We use Zendesk to handle and manage support tickets. We also store customer data including specific information that is pertinent to supporting the particular customer. By adding customer fields specific to our business, Zendesk solves most of our needs from the support orginization.
Comprehensive but a bit complex
What do you like best about the product?
Most things are customizable. Easy to chat with customers and track their issues. Easy to set up views and see what people are working on.
What do you dislike about the product?
The reporting features. It's incredibly complicated to get insight into the particular things needed. That's not super intuitive. Also, while the system is customizable, it can be complex and difficult to understand. Also I feel like there's a LARGE amount of features that I don't know about and am not utilizing b/c things are hidden or it's not clear.
What problems is the product solving and how is that benefiting you?
Our entire Customer Experience department runs out of Zendesk. We answer emails and take chats to help resolve any customer asks, issues or complaints.
Good system but could be improved
What do you like best about the product?
I like the fact that both outgoing and incoming emails are synced back into the system
What do you dislike about the product?
The system will only allow 300 emails per day and the time for the day seems to be set in a different time zone to mine, so i cannot send until the afternoon.
What problems is the product solving and how is that benefiting you?
The problems that I am solving is not having to record email content again. The benefit is IO am able to use zendesk sell on my smart phone
Recommendations to others considering the product:
When setting up the app on your phone dont attempt to login via email. you need zendesk button
Zendesk Support Suite Review
What do you like best about the product?
I like that I could and customize the Explore dashboard, add triggers, automation, and also integrate with a lot of apps/platforms.
What do you dislike about the product?
I wish there was an easier way of keeping track of Explore recipes and bookmark them within Zendesk as an admin so that I wouldn't keep googling.
What problems is the product solving and how is that benefiting you?
So far, since I just started, I was able to resolve cherry-picking, share the team's performance, and the interface is user-friendly.
Recommendations to others considering the product:
Make sure that you have read everything you needed to know before setting It up: triggers, automation, channels, etc.
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