Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Its okay just that some apps are for sale
What do you like best about the product?
The autoresponder feature and also WhatsApp
What do you dislike about the product?
That most apps are for sale and no image signature
What problems is the product solving and how is that benefiting you?
Auto responder and giving effective feedback to our clients
Recommendations to others considering the product:
Its easy to use and affordable
bad service from servicedesk, good service from sales, unilateral changes that brings issues with
What do you like best about the product?
Flexibility, easyness for triggers, fact that we can do everything without asking
What do you dislike about the product?
Explore is shit, Servicedesk,... limitness, changes that are unilateral
What problems is the product solving and how is that benefiting you?
New design, more click & slower, crap change, but to have the new features it is mandatory to activate.
Servicedesk, always shitty answers and no help
Servicedesk, always shitty answers and no help
Zendesk Support
What do you like best about the product?
help desk is nice being able to ask questions
tickets are created with every phone call
tickets are created with every phone call
What do you dislike about the product?
takes a bit of time to get a support person when needed
What problems is the product solving and how is that benefiting you?
we were not able to transfer calls to other support agents
zendesk visually is great; easy to follow
What do you like best about the product?
the overall setup visually. user friendly
What do you dislike about the product?
reporting and explorer. it's terrible and not easy to use
What problems is the product solving and how is that benefiting you?
having a all in one SaaS. tracking internal and external
Recommendations to others considering the product:
Make sure you have a road map built out of how you would like to use the zendesk suite. from support, to documentation, down to reporting.
Not intuitive and limiting in what you can do
What do you like best about the product?
Can integrate with lots of different apps
What do you dislike about the product?
Automatically suspends a lot of tickets, can't view a lot of data, limiting triggers, not intuitive, support is slow to respond
What problems is the product solving and how is that benefiting you?
Can integrate with phone calls, can view recent interactions with end user
We just get used to Zendesk!
What do you like best about the product?
The ticketing system, you can identify each request, work on it, merge if necessary and solve it at the end.
What do you dislike about the product?
The small bugs in the system, which slow you down and not have the whole communication with a client in one place.
What problems is the product solving and how is that benefiting you?
We support all kind of issues our clients might have with our products - login, blocked cards/accounts, inbound/outbound transfers, etc.
Zendesk Professional Suite
What do you like best about the product?
Helpful customer support (shout out to my girl Aubree)
What do you dislike about the product?
Some features are only obtainable through external apps (Round Robin, Redaction), no sound notification on new Email or Intergated Channel tickets (only Live Chat)
What problems is the product solving and how is that benefiting you?
Client problems from orders, withdrawal, whitelisting, or just general question about the company and product as a whole, including feedbacks
Recommendations to others considering the product:
The forum that they have is really instrumental and helpful for the growth of your Zendesk and admin stuff.
Does the job nicely
What do you like best about the product?
It is the standard support suite that all other platforms base themselves on. It does the job nicely and connects to a number of other platforms like slack and Jira.
What do you dislike about the product?
If you're not using Zendesk guide as your knowledge base, it is not particularly friendly to other software platforms. We tried embedding another platforms widget into the support dashboard and struggled a lot
What problems is the product solving and how is that benefiting you?
Support suite is how we manage our customer complaints and technical issues that they are dealing with. With a support team spread out over 3 continents, it allows us to track the status of tickets with ease.
Quick response. Nice to have somebody with experience looking into issues
What do you like best about the product?
Quick response and the automated chat function to see if there are any incidents.
What do you dislike about the product?
No dislikes. The responses are always good and the knowledge base is high quality
What problems is the product solving and how is that benefiting you?
Submitting a ticket wasn't possible anymore. After research the root cause of the problem was one of the third party apps.
Great options for ticket management and omnichannel support, lacks in talk options and reporting.
What do you like best about the product?
Love Agent Workspace and omnichannel support. Ticket management options are sufficient and work for our needs. Love app integrations, but would love to see more out-of-the-box functionality.
What do you dislike about the product?
Explore is not user-friendly and the learning curve for creating workable reports is high. Explore recipes are appreciated, however it shouldn't take a guide to produce a basic report. It is also impossible to send out a list of tickets (Excel) with details (Drill In) without the user having to be a user of Zendesk and see the report online. No measurement for agent availability - a call-center standard metric. Agents that decline or miss calls are not re-served the call ever - even if they are in available status. What if all my agents do this? - the caller never gets through to an agent, ever. The correct implementation would be that the agent is put in unavailable if they miss/decline to force the agent to put themselves in available again and then re-serve the call.
What problems is the product solving and how is that benefiting you?
While we had omnichannel support, it was not all in one product, which has increased agent productivity. Side conversations with Slack integration also had an effect on efficiency as well and have allowed agents a single portal for most actions they need to take on a day-to-day basis.
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