Zendesk Suite
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Zendesk Review
What do you like best about the product?
Zendesk allows you to place tickets in multiple views, which is very helpful if you have agents that work on different customer types.
What do you dislike about the product?
Zendesk is difficult to get some email addresses transferred to correctly on your own, you will likely need their support team (which is fast responding) but still, wish setup was easier when transferring multiple mailboxes to one suite.
What problems is the product solving and how is that benefiting you?
Customer support issues are easy to answer and refer back to in Zendesk. One of my favorite benefits was the ability to answer social media comments and messages from the Suite!
Solid
What do you like best about the product?
Ticketing is everything you need it to be and is very simple to use at the same time.
What do you dislike about the product?
Support is a solid product and has been for many years, but because of this, over the years, Zendesk has invested a lot in improving its other products, while Support has stagnated for far too long. We needed a vast array of integrations to get anywhere near making our product where we needed it to be as a business.
What problems is the product solving and how is that benefiting you?
We managed our Support helpdesk using Zendesk.
Fast and accurate support.
What do you like best about the product?
There was good communication from start to finish. The problem was solved in a timely manner.
What do you dislike about the product?
Nothing. Everything I could want from a support perspective was present.
What problems is the product solving and how is that benefiting you?
Leads not converting correctly.
Sweet and Sour
What do you like best about the product?
I thorougly enjoyed the friendliness of the customer support agents on the live chat. The agent was patient, kind, and solution oriented.
What do you dislike about the product?
I very much disliked the navigation difficulty on the page. It's very easy to find FAQ articles, but when I need to speak to a live cs rep, it took about 10 minutes to find out how. Even when I found the zendesk live chat, it took around 10 minutes for an agent to join my chat. The system does not prioritize time sensitivity by taking so long to find and speak on a live chat.
What problems is the product solving and how is that benefiting you?
It helped me solved some simple tasks. I was under the impression that I had created and saved my alias, but did not realize that you needed to insert and save your alias in multiple places. Like changing your alias in your "my profile'" and also in "chats"
Recommendations to others considering the product:
It's a great software and easy to navigate. Surprisingly their customer support is hard to reach.
A guided solution in video should help.
What do you like best about the product?
They always answer, and usually in not more than a couple of days.
What do you dislike about the product?
Sometimes the answers are so long, confusing, with a needed background to understand, no language adapted (instructions and user interface doesn't correspond) and if is urgent we had to wait some days.
For some problems they have no solution.
For some problems they have no solution.
What problems is the product solving and how is that benefiting you?
Some problems with email rules and with undo lead conversions.
Recommendations to others considering the product:
It's a very complete solution with many configurations. If you need a CRM for a long time it deserves to take into account to invest in.
It's pretty basic but doesn't really provide a great platform for companies that want to scale.
What do you like best about the product?
Simple, easy to use platform that helped us where we needed it in a time when we were a simply organization.
What do you dislike about the product?
As we grew and began to get more complex as a business, it no longer worked for us.
What problems is the product solving and how is that benefiting you?
None at the current time - we have moved on to Salesforce.
Recommendations to others considering the product:
make integrations with other tools like salesforce better to avoid losing customers
7 years working with Zendesk
What do you like best about the product?
As a communication tool and in terms of coordinating work with all the other team members, Zendesk is great.
What do you dislike about the product?
It misses some important basic features like being able to forward a ticket to an email address and then has hundreds of super complicated features that I really don't need and don't know how to use. A lot of times I need to ask for help from our engineering team and I'd love this was a tool developed for Customer Service only and not engineers.
What problems is the product solving and how is that benefiting you?
We basically only use Support and Guide, and a bit of Explore. Explore is quite difficult to use for someone who is not familiar with queries and all that, as for support and guide, we use it simply to reply to our users and to write tutorials on how to use our app. That's why I say this is a very sophisticated tool for a lot of companies who won't be using half of Zendesk's potential.
Great software with endless customization
What do you like best about the product?
I like how information is collected on a single customer's experience. Calls, messages, and emails are in one spot, so any agent knows what that patient's experience was.
Another key feature is enabling the patient to help themselves with articles. Which also makes the information consistent.
Another key feature is enabling the patient to help themselves with articles. Which also makes the information consistent.
What do you dislike about the product?
It is too complex at times, and learning the ins and outs of the software is very time-consuming and sometimes frustrating. The help available by Zendesk team members makes up for this in some ways.
What problems is the product solving and how is that benefiting you?
We are solving high call volumes and inconsistent solutions. We have not realized any changes yet, as it is not fully implemented.
A powerful tool, carefully thought out queues, perhaps some UX improvements required?
What do you like best about the product?
internal comments, triggers and macros, multiple queues to direct tickets.
What do you dislike about the product?
The UX isn't the most intuitive - especially when it comes to automating triggers, controlling permissions of users/organisations etc.
The Hubspot integration is fairly limited in that it only links tickets to users and not to a company page.
The Hubspot integration is fairly limited in that it only links tickets to users and not to a company page.
What problems is the product solving and how is that benefiting you?
We provide support to all of our customers via zendesk. We use the support widget within our application to help customers self serve.
Inconsistent Support
What do you like best about the product?
I have been a long time client and I like the comfort of staying with a system. I like best that they keep upgrading and the help is found online with articles
What do you dislike about the product?
In the past I have received the worst customer service (not Zen a lot), the hierarchy of support have given me delayed responses and my last upgrade was not smooth with the support I thought I would receive with the transition
What problems is the product solving and how is that benefiting you?
having all channels in one window. I love the interaction window
Recommendations to others considering the product:
I can only give recommendations for non profits and to be prepared to have a team that will self train. It is a great ticketing system to manage customer support.
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