Zendesk Suite
ZendeskExternal reviews
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A must for customer service team
What do you like best about the product?
It allow us to manage and track the customer service tickets in a very organized manner. We can automate a lot of things, and set it up in a way that suits our specific way of handling things. And the best part is the integration with Shopify! It really helps us save time on going back and forth Shopify and support ticket page.
What do you dislike about the product?
I wish we can set up a different Branding (brand name etc) per channels. We have a couple of brands under one organization, so if we can respond to tickets coming from one channel as Brand A and tickets coming from another channel as Brand B, that would make it more professional looking.
Also, I wish they would stop charging per agent. We would like everyone in our team to have Zendesk agent account, but with this pricing structure it's not worth it to do so. It would make more sense to charge per ticket volume in my opinion.
Also, I wish they would stop charging per agent. We would like everyone in our team to have Zendesk agent account, but with this pricing structure it's not worth it to do so. It would make more sense to charge per ticket volume in my opinion.
What problems is the product solving and how is that benefiting you?
Zendesk made it easy for all of our staff to help out with the customer service tasks. It is clear who is responsible for each tickets, and it encourages everyone to clear out open tickets as quickly as possible. And when a staff member takes a day off, another staff can seamlessly jump in and take over.
Intuitive while beeing able to customize
What do you like best about the product?
While having used many different ticketing systems I have found Zendesk support to be very user friendly and tought trough. I get the feeling that Zendesk is built with user experience in mind, both for end users, agents and admins. Documentation is easy to find on the web.
What do you dislike about the product?
From my business perspective, I miss the focus on supporting multiple customers and sharing the agent views with customers. Like beeing able to work with customers within Zendesk while selecting what to share.
What problems is the product solving and how is that benefiting you?
Ticketing database, FAQ, self-service with zendesk guide. Chat with customers through Zendesk Chat inside Guide. Automations with triggers, integrations with opsGenie for a seamless monitoring/alert handling.
Zendesk support
What do you like best about the product?
Bearing in mind that the possibility of getting a fast reply from support won't be available since I've marked the case as a Non-urgent one, I was pleasantly surprised by the velocity of the time the agent joined the chat. The support agent was amiable and provided all the information I was seeking.
What do you dislike about the product?
The assistance was fast, and the answers were to the point. I do not have any complaints about the provided service on the requested inquiry. However, there is always room for improvement.
What problems is the product solving and how is that benefiting you?
Working with different tools always allows you to choose which one to use in this or that particular case; however, it's always a dilemma to use the most efficient one. The support agent has guided me to the best possible option to have the task done.
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 has been a valuable tool to me and my organization
What do you like best about the product?
What I like most about Zendesk is the organization of the system itself. The ticketing system via Support in particular has streamlined our resolution process when it comes to managing user inquiries.
What do you dislike about the product?
A downside of the suite is that sometimes an email that has been authenticated and allowed to message our team still gets marked as spam and we have to manually recover it. The issue with this is that we are not expecting it to go spam, so time is lost in the resolution of the issue because the messages are lost.
What problems is the product solving and how is that benefiting you?
Problems that we are solving with Zendeks Support Suite are related to issues and errors that occur within the software that we use at our organization. We are the hub for these issues.
Terrible customer service and still not listening to customer feedback
What do you like best about the product?
Zendesk Support is relatively easy to use and easy to learn. As with anything, there is a learning curve, but it's not very steep for out-of-the-box setups. It provides a decent amount of automation as well.
What do you dislike about the product?
Their support is abysmal. Something changed in the last couple of years which has nearly caused me to stop using their services. In addition, there are too many things that require addons (apps) that the product should do out of the box. Example: round-robin ticket assignments, creating and organizing views, changing the Reply From email address when taking over a ticket, and a VERY limited satisfaction survey.
What problems is the product solving and how is that benefiting you?
We are solving some self-service and automation problems by using Zendesk Support Suite. The benefits of having a customer-facing Knowledge Base (Help Center), gives us the ability to direct customers to answers without having to staff for 24/7 coverage. It also makes it so that we don't have to answer tickets from our inbox and are able to track customer issues, responses, and issue trends.
Pretty Happy Overall
What do you like best about the product?
I feel a bit overwhelmed at times. We have a new account and there is a lot to learn. The help received through chat, and self-help through the guide pages are all very helpful.
What do you dislike about the product?
I dislike how I can not easily tell if the customer has responded to a ticket. I wish it said new, or was bold or a different color to alert me I have a new ticket, or new information without having to check my email as well.
What problems is the product solving and how is that benefiting you?
I'm still new to zendesk and somewhat onboarding a new account, so it's been a learning process. I contact support when I get stuck. Most recently, they helped me with the "tags" feature. We are creating a streamlined customer service management force.
Recommendations to others considering the product:
It is a bit tricky at first, but once you know your way around it's easier. The help team at Zendesk is wonderful and patient and works hard to provide excellent assistance when I get stuck.
Support Suite Review
What do you like best about the product?
I like how easy it is to use. It's very intuitive.
What do you dislike about the product?
I dislike that some of the triggers/automations are hardcoded and you can't manipulate as much of it as you want but it does work.
What problems is the product solving and how is that benefiting you?
We're able to give quick responses to our customers and deliver superb customer service. The users get the feeling that their issues are been handled promptly.
Amazing Product
What do you like best about the product?
Truly omnichannel view. Possibility to automate workflows and integrate with other apps both zendesk and 3rd party, connect social channels, keep your knowledgebase in one place, chat, phone.
What do you dislike about the product?
Well, seems that Zendesk is more oriented on organizations setup which is B2B, not B2C. B2C clients need more focus on brands area. There is big room for improvement now.
What problems is the product solving and how is that benefiting you?
Ass much as possible information could be gathered in one ticket view, on one screen. This allows us to have agents working with 1 screen, from everywhere around the globe. It makes us more flexible and concentrated on something important, instead of switching tabs, apps, windows and monitors.
Recommendations to others considering the product:
Explore zendesk knowledgebase and video learning library.
Zendesk Support- Efficient & Effective
What do you like best about the product?
Ease of contact, clear expectations from team with a smart frontline service bot that makes human interaction swift and pain free.
What do you dislike about the product?
Nothing at all. I found the service helpful and I appreciate that there are regular updates on issues that may be impacting my experience
What problems is the product solving and how is that benefiting you?
Data management, performance indicators which are helpful given the remote new world we now work in,
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