Zendesk Suite
ZendeskExternal reviews
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A huge change!
What do you like best about the product?
Its ease of use and we are always discovering new features!
What do you dislike about the product?
The statistics section (Explore) is quite complex.
What problems is the product solving and how is that benefiting you?
It allows us to respond more quickly. It also allows us to find all our requests in one place, and everything is archived!
Functional, But Lots to Learn
What do you like best about the product?
- I like that it's an all-in-one solution.
- Guests can easily and quickly navigate it.
- It's our one-stop solution for all support.
- Guests can easily and quickly navigate it.
- It's our one-stop solution for all support.
What do you dislike about the product?
- Compared to ServiceNow, there is a lot that Zendesk can learn from.
- Reporting suite is delayed, unlike ServiceNow.
- Everything is an add-on...
- Reporting suite is delayed, unlike ServiceNow.
- Everything is an add-on...
What problems is the product solving and how is that benefiting you?
- Centralized location for all support needs.
Best ticketing tool for Customer Support
What do you like best about the product?
It is very good tool as it is easy to configure and train people on it as how to use.
What do you dislike about the product?
If we want to use our custom email id to send response to users to configure with we need someone with networking experts.
What problems is the product solving and how is that benefiting you?
As it is easy to configure I changed the theme of the chatbot or can create a custom theme which represent my brand.
Great tool to take your customer service to the next level
What do you like best about the product?
Usability of zendesk is really top notch! It is also very clear and easy to use.
What do you dislike about the product?
You miss simple features like forwarding mails to outside zendesk users (not customer service) or to an external party and that they can reply
What problems is the product solving and how is that benefiting you?
Easily bringing all customer service channels together on 1 ple
Great insights on text channels
What do you like best about the product?
That it allows you to easily drill in to the data on the dashboards
What do you dislike about the product?
It does not always show results when you search the chat channels using a customer contact number.
What problems is the product solving and how is that benefiting you?
The ability to easily share and transfer chats as well as to escalate within the same system and have a full record of current and previous conversations.
Also, the ability to assess productivity and effeciency.
Also, the ability to assess productivity and effeciency.
Robust Support Suite that is always innovating
What do you like best about the product?
The Zendesk Support Suite is very robust and can be highly tailored to our business needs. Our concerns were put to rest once we found how highly customizable Zendesk was, accompanied by a support and services team that listens to product feedback and open to improvements.
Features such as Omnichannel and skills based routing have been critical to the success of our support services. Also, reporting to pair and evaluate productivity.
Zendesk also keeps getting better with new features and adjustments to functionality. Glad to see how open they are to innovation, taking on the AI future, and continual communication on their roadmap.
Features such as Omnichannel and skills based routing have been critical to the success of our support services. Also, reporting to pair and evaluate productivity.
Zendesk also keeps getting better with new features and adjustments to functionality. Glad to see how open they are to innovation, taking on the AI future, and continual communication on their roadmap.
What do you dislike about the product?
There is always room for improvement. With Omnichannel, there is a little more to be desired when it comes to historical reporting. Getting historical reports centered around schedule adherence, dates/times of status changes, and schedule gaps are key to the success of measuring productivity and capacity. Its my understanding there is already a lot of work and upcoming releases that will address these however.
Lastly, agent notifications when tickets are assigned through omnichannel. We have good notifications (sound and popup) for Messaging chats, but nothing to that caliber for other ticket channels such as email. This is key to hitting fast first reply times. Would also be great to extend this to other functions like notify (via pop and/or sound) of tickets sitting unassigned before or past SLA, etc.
Lastly, agent notifications when tickets are assigned through omnichannel. We have good notifications (sound and popup) for Messaging chats, but nothing to that caliber for other ticket channels such as email. This is key to hitting fast first reply times. Would also be great to extend this to other functions like notify (via pop and/or sound) of tickets sitting unassigned before or past SLA, etc.
What problems is the product solving and how is that benefiting you?
Increasing capacity and efficiency with features such as omnichannel and skills based routing. Additionally, promoting self service through the knowledgebase, article recommendations, and chatbot.
Excellent tool to streamline support management queues and ticket handling.
What do you like best about the product?
The most helpful feature of Zendesk Support Suite is the possibility to automate tasks via macros. Macros allow for quick ticket routing to different departments, and standardized formatting for specific workflows. Upsides of Zendesk Support Suite are its user-friendly interface, event tracking within the ticket, integration with 3rd party tools, customization of views to extract personalized reports.
What do you dislike about the product?
Native markdown formatting is great, but there is no feature to turn it off for some integrations that instead require to keep markdown intanct and format after submission. This creates a much more time consuming workflow to revert formatted text to markdown.
What problems is the product solving and how is that benefiting you?
Zendesk allows to easily and efficiently route support tickets to specialized departments. Tickets can be managed by multiple advisors keeping the conversation in the same thread. Internal notes ensure critical information is shared among advisors for optimal ticket resolution. Tags and macros streamline workflows to track and manage conversation and escalations to tier 2 of support.
Fast and efficient work tool.
What do you like best about the product?
It is practical, good problem-solving response.
What do you dislike about the product?
Sometimes it freezes a little, but maybe it's the internet connection.
What problems is the product solving and how is that benefiting you?
It has facilitated communication with the client.
Easy to set up, does what it says on the tin!
What do you like best about the product?
the agents love it! As an admin it is great to set up and doesn't require technical support. Our Customer serice team use it every day. Including voice, whatsapp, social and third party integerations from market place and non-native.
What do you dislike about the product?
Further AI tooling so we do not have to go to market for WFM, sentiment analysis etc. Though there is continous effort to include these.
What problems is the product solving and how is that benefiting you?
It allows all our channels to be housed under one platform from chat, email, web form, voice, social, whatsapp within one interface which is easy for the agent to use. As a business with talk being only 5% of contact, this works for us however as a larger business I don't believe this will scale up with IVR as required.
Very happy with migration from Freshdesk
What do you like best about the product?
Ease of use, analytics, API documentation.
What do you dislike about the product?
Automation features and triggers could be better.
What problems is the product solving and how is that benefiting you?
The API integration is really the key for us.
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