Zendesk Suite
ZendeskExternal reviews
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It has been great!
What do you like best about the product?
The team is really helpful and they are always able to answer my question.
What do you dislike about the product?
I dislike that there is a wait time to get to someone.
What problems is the product solving and how is that benefiting you?
We've been able to fix a lot of minor issues quickly and learn so many of the features that we didn't know were even capable with Zendesk.
Recommendations to others considering the product:
Reach out, they're a great help!
Zendesk should be the default ticketing app for all Support team.
What do you like best about the product?
Easy to use, highly configurable UI for both admins and agents
What do you dislike about the product?
Not much to dislike. Some of its third-party integration software can be improved but it takes both ends to work together.
What problems is the product solving and how is that benefiting you?
High-volume ticketing triage and management
Fast Support, Questions all answered!
What do you like best about the product?
I appreciated that I had the option to have Zen Desk contact me, or to wait for an online agent.
What do you dislike about the product?
The agent was really helpful, but there were limited resources available for the new UI.
What problems is the product solving and how is that benefiting you?
We transitioned to the new UI and had some questions about where some of the features went. The agent helped me locate the features!
Recommendations to others considering the product:
This is a great tool.
Great Support - Prompt Responses!
What do you like best about the product?
Zendesk makes it easy to speak with prospects and clients. You are able to manage your contacts and use various apps to expand your tools! They also have several methods of contact.
What do you dislike about the product?
Zendesk can improve in its continual development of customer suggested ideas. There are some things that are easy UI fixes that can transform the overall experience.
What problems is the product solving and how is that benefiting you?
We are noticing a faster first response time on our support team and we are able to accurately measure the results to see our continued success metrics. Thanks, Zendesk!
Zendesk - from the perspective of a growing team
What do you like best about the product?
Without a doubt, the ease of setting up and managing the platform is my favorite feature. Following that is the customizability. We're a small team who migrated from a custom NetSuite dashboard because we wanted to help our team grow and scale more efficiently and our technology was behind. Switching to Zendesk has allowed us to optimize our workflow, create new services, and provide an alternate way of working for our Customer Success teams thanks to the marketplace (Streethawk apps are phenomenal). I love that we were able to bring over our very simple workflow for launch and customize and optimize it over time. With the exceptions of a few minor and quickly resolve bumps in the road, I would say that the platform has been incredibly stable overall.
What do you dislike about the product?
Ironically, one of the things I find most frustrating about Zendesk is the support and documentation. Zendesk support agents are unknowledgeable about many topics ranging from simple to complex, and the support experience is hit or miss. One time I even had someone right off the bat on chat tell me that I needed to get back in line because they were done with their shift and close my ticket. I was blown away by that - why even take the chat in the first place and waste my time?
The articles that Zendesk has on the platform are amazing - thorough, detailed, and covering every topic in-depth. What's the problem then? The articles are silo'd and scattered throughout multiple Zendesk platforms, logins, and just nestled in the weirdest most-unrelated places. For example, after reading there was no way to customize the email template for multiple brands (and thoroughly searching for a workaround) I had almost given up. I ran into an article from a completely unrelated search on "customizing triggers for different brands" -- WHY wasn't that just in the original article?
The most frustrating experience of all: Zendesk, please get your act together with the logins. Products should operate as one seamless experience - instead I have logins for Support, Training, and Help. The Help experience did get better after the shaky transition to Admin Center, though, thank you.
One minor thing that drives us nuts: Please auto-format phone numbers for talk! We are seeking a way to transform them in our integration, but what a pain!
The articles that Zendesk has on the platform are amazing - thorough, detailed, and covering every topic in-depth. What's the problem then? The articles are silo'd and scattered throughout multiple Zendesk platforms, logins, and just nestled in the weirdest most-unrelated places. For example, after reading there was no way to customize the email template for multiple brands (and thoroughly searching for a workaround) I had almost given up. I ran into an article from a completely unrelated search on "customizing triggers for different brands" -- WHY wasn't that just in the original article?
The most frustrating experience of all: Zendesk, please get your act together with the logins. Products should operate as one seamless experience - instead I have logins for Support, Training, and Help. The Help experience did get better after the shaky transition to Admin Center, though, thank you.
One minor thing that drives us nuts: Please auto-format phone numbers for talk! We are seeking a way to transform them in our integration, but what a pain!
What problems is the product solving and how is that benefiting you?
We had a technology problem that limited our ability to scale the team -- the Zendesk platform can be as simple or as complex as you can make it and that has been a huge benefit for us, so that we can grow and adapt and bring our technology with us, versus being stuck in the past.
Recommendations to others considering the product:
While we only have the professional suite, I highly recommend going with the Enterprise -- even if it's solely for the Sandbox. You will wish you had it.
Good fit for our business!
What do you like best about the product?
The interface was easy to navigate. They have a ton of training materials for each product and category. My reps are always available and knowledgeable and I just love them. I have learned a great deal in Zendesk. I have 5 instances that I maintain and each one is different. Love the ticket sharing feature.
What do you dislike about the product?
I along with many others am disappointed in the lack of some features related to views and side conversations but they were not show stoppers for us. I had to purchase an add-on for views that should be available within Zendesk. Side conversations need more functionality such as forwarding it from within the ticket as an email like other comments in the ticket.
What problems is the product solving and how is that benefiting you?
We have 1 team that was in the red losing business and referrals and now they are profitable and turn around went from a week to the same day. They have a wish list and will be taking advantage of other features such as the web widget and chat. They also have user and team metrics that they never had. Other teams are so much more organized and have a better response time. It is making our admin department more efficient for our users. Communication is better among the teams as well.
Recommendations to others considering the product:
Zendesk has many features and is not a one size fits all product. Take the time to do the training, and make sure users take or get trained. Take time to invest in yourself as an admin and then your users and you will be successful all the way around.
Very fast response times. Quick resolution. Highly recommended.
What do you like best about the product?
Fast response time, friendly support age
What do you dislike about the product?
N/A. Was an overall great and seamless experience/
What problems is the product solving and how is that benefiting you?
Problems related to customer support. An excellent management system.
I think Zendesk Support Suite is very comprehensive, but it is difficult to get support for it.
What do you like best about the product?
I like that it's easy for non-developers to follow along. Everything is laid out in an intuitive way and it helps admins like myself navigate the platform easily.
What do you dislike about the product?
I dislike how difficult it is to get support sometimes. I had a question that, if I didn't get escalated, wouldn't have been answered on time and I would've been waiting a long time, stuck in limbo.
What problems is the product solving and how is that benefiting you?
We're using Zendesk Support Suite to help us with manage our help centre articles and chat support. We haven't launched yet so it's difficult to determine the financial or performance impact this has had.
Recommendations to others considering the product:
Hire some people who have experience with the setup so they suggest the best way to implement it.
A step in the right direction
What do you like best about the product?
The one screen for all. No longer are our agents using multiple tabs for all our support channels.
What do you dislike about the product?
Some of the automation options are limited. No live dashboards unless your on the enterprise plan
What problems is the product solving and how is that benefiting you?
Current support platform is lacking options and has left us in the dark multiple times.
Stellar Experience for a Technical Support Request
What do you like best about the product?
For me the best part of using Zendesk Support Suite is the extensive list of integrations and truly amazing customer support. I had a pretty unique request not covered in existing support documents and the agent assigned took the time to research and provided a technically sound, nail-on-the-head solution for exactly what I wanted to do. I didn't have to be passed on to anyone else, and the follow-up was superb.
What do you dislike about the product?
The Admin portal isn't as intuitive as I would like. For example, when adding a new Issue Type, it takes you back to the main panel after each one making it tedious for adding multiple Issue Types at once.
What problems is the product solving and how is that benefiting you?
We're a startup so resource constraints are very real and we do our best to provide the best support even with our small team. With Zendesk's automated replies we can set service level expectations with our customers instead of having them wait until someone is available. Possibly I like the macros feature the best as it allows us to have a unified voice when communicating with customers which is important.
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