Zendesk Suite
ZendeskExternal reviews
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Excellent all round experience with Zendesk
What do you like best about the product?
Simple and intuitive interface
Helpful support team who are quick to respond - the live chat feature works really well
Easy to update admin settings
Good integration with our own platform
Helpful support team who are quick to respond - the live chat feature works really well
Easy to update admin settings
Good integration with our own platform
What do you dislike about the product?
Links into 3rd party apps can be a little unreliable
Quite challenging to set up if you don't have prior experience with it
Experienced a couple of small bugs with email routing
Quite challenging to set up if you don't have prior experience with it
Experienced a couple of small bugs with email routing
What problems is the product solving and how is that benefiting you?
One source for all inbound queries and incidents
It's easy to manage and respond to tickets
Relevant team members are kept up to date by logging on as light agents
It's easy to manage and respond to tickets
Relevant team members are kept up to date by logging on as light agents
Recommendations to others considering the product:
Online help articles are really useful
Spend time understanding how triggers and routing work
Spend time understanding how triggers and routing work
Very helpful support
What do you like best about the product?
Knowledgable about my question and able to resolve it.
What do you dislike about the product?
Had to wait 20 minutes to get a live chat agent
What problems is the product solving and how is that benefiting you?
i needed help setting up live dashboard permissions for agents
Review as Users
What do you like best about the product?
Feature is user-friendly and it's quite straightforward to use
What do you dislike about the product?
Sometimes it's a bit hard to navigate the functions
What problems is the product solving and how is that benefiting you?
How to assign the ticket to the right team.
Great WFM tool for our department!
What do you like best about the product?
Tymeshift is super easy to use and the detailed reporting is fantastic. It's transformed how we manage our team! We always receive excellent support from the Tymeshift team!
What do you dislike about the product?
Nothing so far, we're very happy with Tymeshift!
What problems is the product solving and how is that benefiting you?
With our team working across separate offices, Tymeshift gives us visibility on the team's productivity and efficiency that we never had before and allows us to support with any tricky queries that might be causing longer reply times.
Happy customer
What do you like best about the product?
We at ecoLinen, look out for the weekly reports emailed to us, partly regarding how many customers have visited our website versus the previous week. We also use the list of email requests left through Zendesk to make sure we've answered everyone, excellent options.
What do you dislike about the product?
Hard to find some information, updating our credit card info was difficult but I think we're on a legacy subscription...so understandable, all completed now.
What problems is the product solving and how is that benefiting you?
Any of our customers can ask a question and be answered almost immediately, this is gold. Getting an immediate response is imperative for our customers, Zendesk is the answer.
Recommendations to others considering the product:
Check all they offer, its a very professional option
New Zendesk User switching from other CRM.
What do you like best about the product?
Combining all our different platforms from text to Social media in one place has been a game-changer, we can now have proper reporting on these type of tickets whereas before we could only report on emails. This has allowed us to do proper QA on every ticket.
What do you dislike about the product?
Quite difficult to set up, thought it would be a bit more out the box style but really I wish I got someone to help me do initial set up, there's quite a few small things like sending out texts etc that arent that easy to work out.
What problems is the product solving and how is that benefiting you?
The main issue is not being able to get back to our customers across different platforms properly, we were missing tickets and not responding to everything efficiently.... the huge benefit of having all tickets being responded to the same as an email ticket means our customers are benefited hugely by getting faster responses, better triggers and automation, easier integrations across all our teams.
Recommendations to others considering the product:
Recommend having someone who is a professional in the set up to help set up the initial stages, it takes a long time to do as someone who doesn't have any skills in it.
Zendesk Review
What do you like best about the product?
I like the ability to customize the main page to your company's needs and wants. I appreciate the level of support provided and how quickly agents reach out to us.
What do you dislike about the product?
We need automatic notifications if there are any issues with work arounds so we're aware. It also helps you in a sense that we don't need to reach out and be assisted
What problems is the product solving and how is that benefiting you?
We solve guest comments and concerns with Zendesk Support Suite. The functions/apps is the greatest benefit of using Zendesk.
Great for customer service team!
What do you like best about the product?
Easy to use and sort through emails. Also easy to search for customers and past tickets (closed and opened ones).
What do you dislike about the product?
Chat system could have had better self-service options. Couldn't integrate with other social media platforms.
What problems is the product solving and how is that benefiting you?
Customer service issues.
VERY DETAILED ASSISTANCE
What do you like best about the product?
The articles given were very helpful in getting my issues resolved. I even learned more functions while getting the help I needed.
What do you dislike about the product?
I was frustrated with the wrong articles I was receiving based on what I was asking. It took me 3 days to finally get what I needed done by the right person.
What problems is the product solving and how is that benefiting you?
Triggers on how to use them and how to stop them. I know more about this function and I am appreciative.
One stop solution for ticketing and Knowledge base
What do you like best about the product?
The interface is easy and the support is awesome
What do you dislike about the product?
Calling support should be an option. It would be nice to connect with a human for resolution over a call. I find creating reports a little difficult. A dashboard would also help
What problems is the product solving and how is that benefiting you?
we have a knowledge base and support ticketing system in ZD. When a query is received ZD immediately sends an acknowledgment which is nice. Also I can take my NPS soon after the ticket is closed.
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