Zendesk Suite
ZendeskExternal reviews
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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.
I recently used Zendesk overall it's fine but needs some improvement in certain parts
What do you like best about the product?
Good UI and UX, Easy to setup and understand all features
What do you dislike about the product?
1. integration with Facebook need improvement because every reply in same conversation, Zendesk automatically create new tickets and lead me to confuse
2. Hard to register Whatsapp business with Zendesk phone number
2. Hard to register Whatsapp business with Zendesk phone number
What problems is the product solving and how is that benefiting you?
all widget to help my customer is very helpfull especially knowledge center
Zendesk Review
What do you like best about the product?
The integration between our technical support cases and the community forums.
What do you dislike about the product?
Not allowing users to attach files to their posts in the forum.
What problems is the product solving and how is that benefiting you?
The zendesk suite minimizes the amount of tools our support team needs to learn.
A mixed bag of useful features and counter intuitive (lack of necessary features).
What do you like best about the product?
The ease of use between certain solutions (such as Zendesk Support and Zendesk Talk - even agent workspace) is really good. It keeps your agents focussed on tickets without having to change apps to work a ticket, take a phone call, etc. etc. Everything (for the most part) that agents would use to help customers is centrally located, saving them time which allows them to focus on the customer and not what they need to do to assist the customer.
What do you dislike about the product?
It's lacking some pretty important features. For example, Zendesk Talk requires agents to manually log off of the call queue, and if they don't customers could continue to ring their line, even if that person is on vacation or gone for the day. Other vendors allow auto-log off if an agent misses a call or is inactive for a set amount of time.
What problems is the product solving and how is that benefiting you?
Zendesk has a lot of great features, including ticket forms, views for organizing work and macros to save agent times on tedious emails/tasks for ticket management.
Recommendations to others considering the product:
Their product solutions can be really useful if you're coming from an internal ticketing system, paper or email system.
Their vendor support (90% of the time), just sends you links to articles, which don't always answer questions that may be specific to you or more complex and they usually immediately solve the ticket.
Some major features are lacking, such as agent auto-log off for Zendesk Talk, which could pose a real issue if you have a large number of agents handling phone calls.
Their vendor support (90% of the time), just sends you links to articles, which don't always answer questions that may be specific to you or more complex and they usually immediately solve the ticket.
Some major features are lacking, such as agent auto-log off for Zendesk Talk, which could pose a real issue if you have a large number of agents handling phone calls.
The application has a lot of potential
What do you like best about the product?
I love how it's designed how you can get multiple information from a single tool
What do you dislike about the product?
It should have an option for customer history rather than a ticket numbers. This will make sure that the customer history is not missed and we don't have to search tickets everytime
What problems is the product solving and how is that benefiting you?
Assisting customers for their queries as per the business requirements
Recommendations to others considering the product:
Like i mentioned above there should be accounts for every customer and not the options of tickets
Massive ticketing system, but with old interfaces and usability
What do you like best about the product?
Reliability, chat support, ability to handle a large amount of clients and colossal flow of messages from very different platforms and enterprises.
What do you dislike about the product?
Their interfaces and usage are a bit outdated and confusing sometimes
What problems is the product solving and how is that benefiting you?
Handle communications with clients thought email and whatsapp. We can have all the gmail accounts and whatsapp numbers in 1 place, with a very much ordenated system to check previous tickets from same customer, capability of annote relevant data about them, and pretty good navigation speed.
Recommendations to others considering the product:
Consider you will have to take some time to make it all work correctly, but it is likable that it will pay off.
Support is hard to find
What do you like best about the product?
Once you find the support chat, the team is fast to respond!
What do you dislike about the product?
Difficult to find support & the articles are often confusing.
What problems is the product solving and how is that benefiting you?
Its a good ticketing system for customers. We certainly get less tickets than we used to
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