Zendesk Suite
ZendeskExternal reviews
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Zendesk Review
What do you like best about the product?
The way you can automate ticket direction with keywords - gets the solutions brought to our users very quickly. Very organized in views and we can pull reports very easy.
What do you dislike about the product?
It is quite expensive for adding on new admins - in some cases, we need to have admins, and there is a big cost associated with the different views they have. Would like to see come down.
What problems is the product solving and how is that benefiting you?
We are grouping issues together quicker and making smarter decisions because of what is coming in.
Good platform
What do you like best about the product?
Article review tools, plethora of integrations
What do you dislike about the product?
No markdown support as an analog for WYSIWYG editor for Guide.
What problems is the product solving and how is that benefiting you?
Ensuring customer success
Good Experience but need some more features like Freshdesk
What do you like best about the product?
Ease of access is what everyone likes. I like to work with zendesk with most of the features that are available,
What do you dislike about the product?
I would like to correct the incorrect merge of tickets like undo option. You should also allow easy-to-understand reporting features. Not everyone is technical savvy but we would like it easy interface for even lay man to understand.
What problems is the product solving and how is that benefiting you?
I love solving customers' issues wherein the issue is repeatitive and you have a problem ticket feature where we can track such incidents. More features like these can be introduced.
Great product!
What do you like best about the product?
Zendesk has been a very diverse product in teams of what we have been able to achieve with it. Not just calls, but also a number of processes we have been able to automate saving us tome and money.
What do you dislike about the product?
At times, it can require a very significant amount of technical knowledge which can be challenging if you don't have that level of support in your business which can take a bit to work through at times.
What problems is the product solving and how is that benefiting you?
Clearly the ability to take calls, a wide number of extensions and integrations where we are then able to draw further data out of the product, call recording, and proactive texts have been very advantageous to our business.
Zendesk Review
What do you like best about the product?
What I lke about using Zendesk is it allows you to easily handle customer requests through various channels. This allows for real time support and makes for a better customer service experience all around.
What do you dislike about the product?
There is nothing that I dislike about Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk helps us solve customer inquiries in real time. This is a huge benefit and as mentioned above this makes for better customer service experiences which is very important!
Recommendations to others considering the product:
I think if you are running any kind of retail e-commerce store Zendesk is the way to go for customer support.
Incredible tool for support teams
What do you like best about the product?
The entire interface is very intuitive and it makes supporting a lot of customers a breeze. It also helps that Zendesk integrates with most other tools we use.
What do you dislike about the product?
I wish Zendesk were more optimized for zoomed in screens. I sometimes zoom in to 150%, and the editing area in a ticket becomes such a small portion of the screen.
What problems is the product solving and how is that benefiting you?
Helping customers in a timely manner.
Zendesk gives me the possibility to manage my system without IT intervention
What do you like best about the product?
what I like most about Zendesk is the ease of integrating my contact channels
What do you dislike about the product?
Sometimes the support is very oriented to self-management
What problems is the product solving and how is that benefiting you?
With Zendesk we can have visibility into the KPIs of digital channels, such as number of interactions, response time, preferred channels by customers, levels of satisfaction. The benefits are many, one of them is to receive feedback from our in real time that allows us to identify opportunidaes, and the Explore report module allows us to measure the productivity of our teams
Recommendations to others considering the product:
Zendesk is a great tool, it is not necessary to be an expert in It topics, but the person who would manage the device has basic knowledge of computer concepts.
Incredible Support in a Convenient Package
What do you like best about the product?
Practical features ready to use out of the box with minimal configuration.
Well supported ecosystem of vendors, with opportunties to expand offerings with plan upgrades.
Well supported ecosystem of vendors, with opportunties to expand offerings with plan upgrades.
What do you dislike about the product?
New features seem to come in most often as paid add-ons or plan upgrades.
Not all features are as useful as others. Built in support forms are rather lacking on standard plans.
Not all features are as useful as others. Built in support forms are rather lacking on standard plans.
What problems is the product solving and how is that benefiting you?
Before using Zendesk Support Suite, we had little visiblity of all the help tickets that were being sent, how long they took to answer and the satisfaction requestors had with the responses. Now, we are able to get basic KPIs for all of these and find ways to improve.
Recommendations to others considering the product:
There is a rich community of Zendesk users online who share lots of feedback and workarounds to common issues. If you encounter a problem, or if you're unsure how to do something, you might have good luck finding support in the official Zendesk Support community faster and easier than contacting the official support team. I've always had great luck working with the support team, but if you're a do-it-yourselfer, the community gives you a lot to go on.
Recent project mangers of Zendesk Professional install
What do you like best about the product?
It is an very good tool for managing customer communications and is very configurable. We are using the support email, 3r party phone application (but not the ZD phone) as it integrates better with our PBX and also the ZD phone involved and extra leg of a phone call (twice the price of call). We will enable chat and social media when our agents are ready
What do you dislike about the product?
Bulk CSV import feels clunky, and an after thought
The suspended view is terrible and feels like a different application in terms of look and feel and (lack of) functionality. Also, It is not helpful that only admins can manage the suspended view. Deleting SPAM is a low-level task that should be easily delegated to a non admin person. Currently, this is not possible without delegating 'delete' permissions, which we definitely do not want to do. Also, a super addition here would be a multi-select filter dropdown to filter out different categories (e.g., SPAM, out of office, failed to send, from a support email address). The most important thing is to be easily able to find legitimate customer emails within the Suspended view. Everything else is just noise.
Searching for text within custom-level custom fields is cumbersome. It would be better if the global search feature just included these by default
The suspended view is terrible and feels like a different application in terms of look and feel and (lack of) functionality. Also, It is not helpful that only admins can manage the suspended view. Deleting SPAM is a low-level task that should be easily delegated to a non admin person. Currently, this is not possible without delegating 'delete' permissions, which we definitely do not want to do. Also, a super addition here would be a multi-select filter dropdown to filter out different categories (e.g., SPAM, out of office, failed to send, from a support email address). The most important thing is to be easily able to find legitimate customer emails within the Suspended view. Everything else is just noise.
Searching for text within custom-level custom fields is cumbersome. It would be better if the global search feature just included these by default
What problems is the product solving and how is that benefiting you?
it gives a unified view of customer communications, showing all history in one place.
My questions were answered promptly. Support colleague kept me in loop.
What do you like best about the product?
The support colleague kept me in the loop throughout the process, sought permission from me to take any actions, AND did not rest unless the issue was resolved.
What do you dislike about the product?
The waiting period in the chat box was not so reasonable. I left the screen to do some other work and meanwhile my turn came and went away.
What problems is the product solving and how is that benefiting you?
We are using the Zendesk CRM and only started to realize the benefits. The best thing I feel up till now is the search function for my contact.
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