Zendesk Suite
ZendeskExternal reviews
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Awesome for business
What do you like best about the product?
Zendesk is pretty intuitive and easy to manage. There are plenty of resources that come included even in the most basic plans that are pretty handy for customer support teams and more.
What do you dislike about the product?
Some of the best widgets and tools that it offers are not available to all plans without additional cost, but that's understandable. Support is usually quick to reach out but doesn't always have the best answers right away without setting a meeting with them.
What problems is the product solving and how is that benefiting you?
Everything related to customer support is what Zendesk was used for, including creating a help center to offer more self serve options to our customers even during off hours.
Versatility
What do you like best about the product?
We utilize Zendesk for our HR requests which are a-typical of how the system is typically used, but because the Zendesk system is so versatile we've been able to implement and start running. I am no technical expert but the partnership and support from the implementation team me a lot of confidence.
What do you dislike about the product?
I do wish that it was a little bit easier to engage customer support for assistance post-go-live. Would like to see more options for connecting with a support technician.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed our company to have a one-stop shop place for all HR related inquiries instead of having to remember which specific distribution list to email to get help.
Very user friendly, and easy to use, but questions about support process and user feedback
What do you like best about the product?
I like that I can admin my whole organization basically by myself (i.e one admin) and that the triggers and automations are fairly easy to use. I also like the integration with JIRA, as that makes interactions with our development team a bit better.
What do you dislike about the product?
When support tickets are entered, we seem to get stuck on someone who is too junior to handle the issue. Ideally, the ticket can be assigned to a subject matter expert after some back and forth, so we don't have lower tier support spinning their wheels. I also think the tickets are closed a bit too quicly sometimes.
Also, I think Product management needs to be more active in the community boards to vet out product feedback. I've seen so often so much negative comments and a PM or moderator does nothing to quell the situation, or set expectations on what is going on with the product.
Also, I think Product management needs to be more active in the community boards to vet out product feedback. I've seen so often so much negative comments and a PM or moderator does nothing to quell the situation, or set expectations on what is going on with the product.
What problems is the product solving and how is that benefiting you?
I'm not on the Suite right now, but legacy Support and Guide applications. A problem we're solving is being able to onboard other internal business teams aside from support onto the Zendesk platform, and keep notifications and workflows segregated appropriately. I also use Zendesk explore for quite a few metrics that I present to my leadership team.
Recommendations to others considering the product:
If you want to be able to get set up without hiring a dedicated admin, then Zendesk is the right tool for you.
Zendesk Support Suite Review
What do you like best about the product?
I like the compatibility with Zendesk and other programs/software. We have been able to integrate Slack, Intercom, and our own API. I think that it is more user-friendly for the agent than some other support tools.
My account manager, Nell, has been great.
My account manager, Nell, has been great.
What do you dislike about the product?
I do not like Zendesk reporting and searching. Trying to find specific tickets or filter them in existing views can be a pain. Having to create queries for reports as opposed to just selecting the fields you want on the report is a little confusing.
*Update (11/06/23):
The support for their products is a joke.
They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. The support documentation is incredibly lackluster and it's often impossible to know which guide to use as they have non-sensical terminology that makes even finding the appropriate guide very difficult.
I would not recommend Zendesk for their lack of support alone. it seems that it's been built to allow you to do most things but with non-user-friendly UI.
*Update (11/06/23):
The support for their products is a joke.
They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. The support documentation is incredibly lackluster and it's often impossible to know which guide to use as they have non-sensical terminology that makes even finding the appropriate guide very difficult.
I would not recommend Zendesk for their lack of support alone. it seems that it's been built to allow you to do most things but with non-user-friendly UI.
What problems is the product solving and how is that benefiting you?
It allows us to manage our call volume relatively easily and keeps a good history of the cases/tickets that is easy to see when multiple agents are handling one ticket.
Very Responsive Support
What do you like best about the product?
The agent who responded was very communicative with me. They seemed to really know the system (which is surprisingly a rarity in this world) and cared about solving the problem.
What do you dislike about the product?
I had no complaints about the resolution to my issue.
What problems is the product solving and how is that benefiting you?
We were already using Sell, so it had been helpful to us to have our CRM and support ticketing software integrated.
Fantastic support!
What do you like best about the product?
I like the way I can organize my work as a support empoyee. This tool makes my day a lot easier. Their support is fast and helpful.
What do you dislike about the product?
Can not find any downsides really. Try it today!
What problems is the product solving and how is that benefiting you?
I help customers all day with incoming issues. I love the feature where I can sort incoming arends based on certain keywords.
Recommendations to others considering the product:
Try it today!
Great customer service.
What do you like best about the product?
They always respond quickly and try to help you. Sometimes if it spends some time, but in general everything is excellent. Also, the system is very easy to use.
What do you dislike about the product?
Sometimes they have bugs with the calls and we constantly have to clear the cache. And there is a bit of a delay when new tickets come in. But overall I have no complaints.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy for us to serve the needs of our customers. The system is very easy to use. So new agents learn fast and help our clients in the shortest possible time.
Recommendations to others considering the product:
The best option for the companies.
DSN/TRIGGER ISSUES
What do you like best about the product?
I like that I was able to chat with a knowledgeable representative and not have to call in and be stuck on the phone to solve my issues. It was also very nice for him to be able to link a lot of help articles so I could forward that info. to the person who could assist me on our side (web developer, eCommerce, etc.). My agent in particular was very sweet and patient and continued to check to make sure all issues were covered and fixed even when we thought it was solved he double-checked and found another error which was awesome to be able to fix right then and there and not have to come back at a later date and complain that it wasn't fixed in the first place.
What do you dislike about the product?
I do feel like there were often long breaks in between but it wasn't that inconvenient and there was long breaks on my side as well. Would've been nice to have an explanation in less technical terms for someone like myself who does understand some of the big technical explanations that the articles give.
What problems is the product solving and how is that benefiting you?
I had an issue with our DNS records set up, as well as an issue regarding our trigger being turned off resulting in no responses being sent out. The huge benefit is how convenient it is and all the information my rep had access to behind the scenes so I didn't have to explain much.
Zendesk Support Review
What do you like best about the product?
Zendesk Support gives us a polished experience for dealing with Customer queries and incidents. It integrates with other tools we use within our company, such as Jira and PagerDuty.
It is an extremely robust ticketing tool, with a great Help Centre function in Guide and extremely powerful reporting capabilities in Explore. There are multiple customisation options for ticket forms and fields, allowing you to gather a lot of data from customers when they engage with you.
It is an extremely robust ticketing tool, with a great Help Centre function in Guide and extremely powerful reporting capabilities in Explore. There are multiple customisation options for ticket forms and fields, allowing you to gather a lot of data from customers when they engage with you.
What do you dislike about the product?
Features in Zendesk Support can be slow to be iterated on and released - in general, new features are slow and often times gated behind higher subscription fees. Other areas of the product, such as Guide are missing functionality that competitors have (easier article customisation & management tools). Explore, while powerful, has an extremely steep learning curve, that acts as a major barrier to anyone getting started with the Zendesk platform.
What problems is the product solving and how is that benefiting you?
With Zendesk Support we have a powerful tool for capturing customer queries / requests /incidents and managing the incident lifecycle end to end, with very little issue. Using Support in combination with Guide, gives you room to deflect tickets from customers, ultimately freeing up cycles on our Support team to look at other improvements.
Recommendations to others considering the product:
If you are in the Enterprise space, Zendesk is an obvious option to consider - it is feature rich and easy to Admin.
3+ Year User of ZD: Ups and Downs
What do you like best about the product?
The upsides to using Zendesk are the abilities it has to connect you to the customer on different platforms. We currently use chat, the ticketing system, and knowledge base. The knowledge base provides the most value in that our customers can find what they are looking for without needing to send us a ticket.
What do you dislike about the product?
Other than my experience today, it hasn't been ideal. Typically we don't hear back on our concerns for quite some time and working in the service industry we strive to do better than Zendesk.
What problems is the product solving and how is that benefiting you?
We are able to see the tickets per customer, strive to ensure our response time is better than the industry standard, and track the number of article views monthly.
Recommendations to others considering the product:
Overall, they are a quality product to track customer inquiries and report out.
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