Zendesk Suite
ZendeskExternal reviews
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Zendesk makes difference
What do you like best about the product?
Most helpful thing is that it has all things in one place. The ticketing system is the most appreciated. Jira and WeChat integration are one of the most important things for us.
What do you dislike about the product?
Maybe lack of explanation for some features. But overall, with a little bit of googling knowledge, you can find everything online. There should be a little bit better onboarding for new customers
What problems is the product solving and how is that benefiting you?
We are solving problems of communication both internally and externally in our company. That makes everyone more productive. Business performance improves a lot. Which is really important for growth.
email newest message at the bottom is really annoying and not user friendly
What do you like best about the product?
Groups, being able to hop in and out of groups very quickly to see what everyone is doing is very useful. the views are good but could do with more options for the requirements
What do you dislike about the product?
the conversation box, by putting new emails at the bottom makes finding the latest message hard sometimes. also removing who an email is sent to makes it hard to know which people have seen which messages in the feed, also adding ccs by using a macro would be nice but being able to read the emails is much more important to me
What problems is the product solving and how is that benefiting you?
the select an address app helps to focus our customer's emails and stops them from emailing people who either are no longer in the business or not working on that account.
Recommendations to others considering the product:
there are other providers of a similar/ better product for email communication, but for chats zendesk is good
ZD ticks all the relevant boxes when it comes to support
What do you like best about the product?
The objects and rules, lots of room for creativity and out of the box thinking
What do you dislike about the product?
The limitation for 'Light Agents', sometimes this really hurts
What problems is the product solving and how is that benefiting you?
We are solving a crucial aspect of customer escalations and building great flows to connect between our CS teams internally
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 Chat Support
What do you like best about the product?
The wait time wasn't too long. The chat started with a bot that gave me an option to escalate to a live chat technician.
What do you dislike about the product?
The wait time did take longer than the displayed estimated wait time, but it wasn't by much.
What problems is the product solving and how is that benefiting you?
I use Zendesk Support Suite to learn new ways of saving time by knowing how to use Zendesk efficiently.
Everything in one place
What do you like best about the product?
The omnichannel capabilities are nice. The new agent workspace is also pretty nice.
What do you dislike about the product?
The Explore tool could be better. Wish it would integrate with Mode.
What problems is the product solving and how is that benefiting you?
Reaching customers quickly and efficiently.
Zendesk provides a good solution to most of our customer support needs
What do you like best about the product?
There's a solution for every channel. User set-up is very easy, and support is always helpful.
What do you dislike about the product?
Some integrations aren't 100% yet, both chat and WhatsApp are available, but not entirely integrated.
What problems is the product solving and how is that benefiting you?
Communications with our clients through chat, email and WhatsApp. We also provide a self-help area.
Recommendations to others considering the product:
Consider Zendesk for your company if you need a suite to cover many different channels at once. Also, if you need to manage many different support teams, specialized in different topics.
Advocate for Zendesk
What do you like best about the product?
It is a steamlined solution that allows us to address all of our support needs.
What do you dislike about the product?
The integrations can be sloppy at times.
What problems is the product solving and how is that benefiting you?
We are solving the ability to provide a better customer experience. Our CSAT has increased dramatically.
I trust the support industry leader
What do you like best about the product?
Improved usability compared to previous version of interface. Commonly used features became more accessible.
What do you dislike about the product?
It's not very transparent in the Admin Center which features can become available with the upgrade. Zendesk posesses a great pool of amazing features but you don't know about them unless you stumble upon a promo email or directly talk to an account rep. Lack of onboarding managers or coaches/instructors. That would be helpful when intruducing new features/interfaces even for proficiant users.
What problems is the product solving and how is that benefiting you?
Customer Email support and soon Live chat too. The main benefit is the structuring of data and simplicity of the workspace design. Gamification, icons, colorful chats are cool, but clean interface is best. Helps with keeping focus on user data and messages.
Recommendations to others considering the product:
Check the availability of all the advertised features for your plan with your account rep or Zendesk support team.
All-in-One Business Solution
What do you like best about the product?
Zendesk brings forth a comprehensive business solution for everything from the AnswerBot to Agent Workspaces and everything in between! the team is also fantastic to work with :)
What do you dislike about the product?
I wish there was a way to automatically integrate flows, for example, from the Sandbox environment directly into the production model instead of having to re-do the work.
What problems is the product solving and how is that benefiting you?
The Answerbot, ticket management, the knowledgebase, reports, a multibrand yet omnichannel experience. I love the customization that Zendesk brings and how easy it is to use.
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