Zendesk Suite
ZendeskExternal reviews
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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.
Good support tool to start with
What do you like best about the product?
Zendesk's vast community support and lightweight console
What do you dislike about the product?
Zendesk is really a good support tool, however, there are some features that are not available but very much expected for example auto-assign of the tickets.
What problems is the product solving and how is that benefiting you?
Trying to give email support over Zendesk to customers.
Auto mailers, macros and other features have been of great benefits.
Auto mailers, macros and other features have been of great benefits.
Recommendations to others considering the product:
Go for it and it will definitely help those who are looking to automate the helpdesk process.
Zendesk Support
What do you like best about the product?
Simplistic out of the box build, that functions effectively for the business.
What do you dislike about the product?
Some of the support documentation provided by the bot is outdated and resulted in having to contact the Support chat directly.
What problems is the product solving and how is that benefiting you?
Working with Triggers to categorise and tag our Support tickets, the benefit of the autonomy that it creates saving our team time.
Recommendations to others considering the product:
For Entry-level out of the box support suite, great for small business.
Zendesk Platform
What do you like best about the product?
Zendesk allows me to easily customize the platform based on our different office locations throughout the world. We have over 130 staff who have access to the platform, all with various needs and it can be tailored for their needs.
What do you dislike about the product?
I find it challenging to work with their Tier I support operators. It is evident they do not read the tickets that are submitted. They simply apply a related canned response.
What problems is the product solving and how is that benefiting you?
The original problem was needing a tool that would allow our support organization to grow. The benefits have been tenfold. We have been able to deflect tickets, report on metrics we never could before, etc.
What is my Zendesk feeling? Positive
What do you like best about the product?
Integrations supported, and data collection.
What do you dislike about the product?
I would like to see more possibilities to integrate with our personal internal tool
What problems is the product solving and how is that benefiting you?
The possibility to automate our daily work.
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