Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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Technology is ok but service is challenging
What do you like best about the product?
Capabilities of software for agents is useful
What do you dislike about the product?
I would have had a more positive experience with software capabilities if customer service was better.
What problems is the product solving and how is that benefiting you?
I am using the Support Suite for a hotline which works well.
Zendesk products are really great. Except for the Japanese support.
What do you like best about the product?
With the ability to manage tickets for inquiries, which used to be handled by a single person, the status of responses can now be easily checked by people other than the person in charge.
This allows us to identify omissions and areas that need to be adjusted, giving us room to consider how to improve the quality of our responses.
The macros and triggers are not fully set up yet, but we are very excited about the possibility of customizing them.
This allows us to identify omissions and areas that need to be adjusted, giving us room to consider how to improve the quality of our responses.
The macros and triggers are not fully set up yet, but we are very excited about the possibility of customizing them.
What do you dislike about the product?
The slow response of Japanese support and the need to contact English support is a major problem.
It is important to note that even though various configuration changes are required after installation, Japanese language support can hardly be expected.
It is important to note that even though various configuration changes are required after installation, Japanese language support can hardly be expected.
What problems is the product solving and how is that benefiting you?
The most important point is to improve the response speed of Japanese language support.
Recommendations to others considering the product:
Suite has all the necessary features and is an excellent first step in customer support. It is also flexible and customizable, but requires a good amount of knowledge from the administrator.
Decent product with some flaws, customer service could be much better.
What do you like best about the product?
The functionality of the program's base is fantastic, as far as having all the different correspondence channels in one platform. It is easy to modify and is relatively user-friendly, especially considering the amount/quality of applications available on the marketplace.
What do you dislike about the product?
The customer service and the rules/triggers for their program are lacking. They are by far the weakest parts of ZD.
What problems is the product solving and how is that benefiting you?
All customer correspondence comes to us via ZD. We have built it to efficiently and correctly handle incoming correspondence in a professional and timely manner.
Recommendations to others considering the product:
I would suggest either taking a class or hiring a contractor to do the initial setup of your infrastructure. It is laborious and not entirely user-friendly.
Zendesk is a great CX tool, but there are some key features missing
What do you like best about the product?
Ability for collaboration no matter the department.
What do you dislike about the product?
Views and the ability to offer kanban views
What problems is the product solving and how is that benefiting you?
Fulfilling support needs to a two sided market place. Ability to switch in between teams and collab with additional departments.
Zendesk Review
What do you like best about the product?
Solid ticketing system and easy salesforce integeration
What do you dislike about the product?
nothing in particular, so far no complaints
What problems is the product solving and how is that benefiting you?
Solid ticketing system and easy way to manage the resolutions and FAQ's
Recommendations to others considering the product:
Good end-to-end ticketing system with solid support to back the tool
Nice functions, difficult UI
What do you like best about the product?
I like the many different functions and settings, Zendesk allows you to do so many different things, which you will need for a successful CS team.
What do you dislike about the product?
Some simple features like bulk emails are not integrated and have to be added first. Also, the interface is often not intuitive, the language very techy and it takes ages to get used to how Zendesk works. Little features like merging emails or editing internal notes, later on, are also not possible and really interrupt the workflow if little mistakes happen.
What problems is the product solving and how is that benefiting you?
We have an easy overview over emails from customers, which we can manage in a team a lot more easily via zendesk.
Robust platform, not intuitive
What do you like best about the product?
That I can look-up conversations by ticket numbers and email addresses.
What do you dislike about the product?
I can't get the reports I need without being an admin. I can't send out an outgoing email unless there's an existing 'ticket.'
What problems is the product solving and how is that benefiting you?
We are having messages go to one account.
It's bit difficult to use but as you start understanding it you will start loving the platform.
What do you like best about the product?
Support is helpful
Ability to customize the platform for extensive and better handling
Ability to customize the platform for extensive and better handling
What do you dislike about the product?
No option to add multiple ticket statuses besides the pending, open, new, hold, closed and complete
There should be pre-defined easy to configure triggers for sending email notifications which we can just enable or disable.
There should be pre-defined easy to configure triggers for sending email notifications which we can just enable or disable.
What problems is the product solving and how is that benefiting you?
Support management.
Organization and Search Options
What do you like best about the product?
I find it very easy to search for specific tickets, past and present. Its also helpful to have multiple ways in which to search for tickets...whether it be by name, number or date.
What do you dislike about the product?
I would like to see alerts showing duplicate reference and or tracking numbers in the subject line.
What problems is the product solving and how is that benefiting you?
The ease at which I can organizing tickets according to importance helps me to respond quickly to customers and help resolve their issues.
Helpful tool, with some usability hurdles
What do you like best about the product?
Easy to navigate, helpful automation features, integrates with a number of platforms.
What do you dislike about the product?
Integration with certain platforms (e.g. Instagram) is incomplete. Initial setup was lengthy with little direct support.
What problems is the product solving and how is that benefiting you?
Automating processes and having a single CRM platform for all of our customer service touchpoints.
Recommendations to others considering the product:
The agent help centre is your best friend when first starting to use Zendesk! They also offer helpful training courses to get started.
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