Zendesk Suite
ZendeskExternal reviews
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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.
There's room for some environment but Zendesk has definitely helped to improve our efficiency.
What do you like best about the product?
Flexibility and functionality of macro and trigger, a combination which if used well can be great tool to help improve the communications and better control and focus on more urgent tasks.
Been able to switch between private and public comments allow us to keep the records of the case in one page.
Been able to switch between private and public comments allow us to keep the records of the case in one page.
What do you dislike about the product?
We struggle to set up trigger so to ensure the customer responses come up in the view. It seems it is an issue if the customer replies from a different email.
There was no clear guideline to work this out (although we have not checked again in recent times).
Also it does not notify when the email actually did not go through.
There was no clear guideline to work this out (although we have not checked again in recent times).
Also it does not notify when the email actually did not go through.
What problems is the product solving and how is that benefiting you?
It makes it easier to assign the tasks to each person or request support between different departments.
Also each department can still access the tickets and view the history of all the comments as well as the pictures and videos in one page.
Been able to see the eye icons when someone is on the ticket is also good ways to make sure we are not overlapping working on the same tasks.
Also each department can still access the tickets and view the history of all the comments as well as the pictures and videos in one page.
Been able to see the eye icons when someone is on the ticket is also good ways to make sure we are not overlapping working on the same tasks.
Recommendations to others considering the product:
I think if you have different departments or people assigned to do different tasks yet to required to work as team, Zendesk can be a great tool.
Just setting up can be mind-bending in some cases and require someone who can think through how to utilise the functionality of macro, trigger, automation etc etc.
But once you have gone through pain of setting up properly, it works great.
Just setting up can be mind-bending in some cases and require someone who can think through how to utilise the functionality of macro, trigger, automation etc etc.
But once you have gone through pain of setting up properly, it works great.
Great way to log interactions with customers
What do you like best about the product?
Zendesk is a great way to log interactions with customers as there is a record of interactions compared to a standard mail inbox. It also allows multiple users to see tickets and to work on features as well as have private conversations in the same thread. The search feature is awesome as you might not know the ticket ID number, but as long as you know a keyword, you can quickly locate what you need. The Macro's feature is excellent and saves a lot of time on common issues.
What do you dislike about the product?
Even though there is the ability to use Zendesk "out of the box", it takes time to configure it so that it works efficiently. There are things like updating the wording on the emails that are sent out, the configuration of the macros, setting up of fields etc. This is required with any system but be prepared for it to happen.
What problems is the product solving and how is that benefiting you?
Macro's can be used to keep the wording the same on emails and prepopulate most of the data so the blanks only need to be filled in. This saves a lot of time each day for the common issues. Zendesk itself is helping to keep threads of multiple messages together for easy viewing. It also shows when replies happen and these can be flagged into different views for quickly responding to jobs.
Great Support Platform with a lot of configuration options and excellent Support Agents
What do you like best about the product?
A lot of flexibility with automation, triggers, macros, as well as views
What do you dislike about the product?
Developer documents for API usage need to be clearer around context and scenarios
Automation and triggers are sometimes restrictive with what is possible
Automation and triggers are sometimes restrictive with what is possible
What problems is the product solving and how is that benefiting you?
Support tickets
Help Center
Help Center
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.
ZD Support
What do you like best about the product?
The chat feature was easy to use, and getting a transcript is useful.
What do you dislike about the product?
Nothing yet, this was the first time I have used it.
What problems is the product solving and how is that benefiting you?
We are handling client tickets and getting satisfaction scores.
Kind and Helpful
What do you like best about the product?
Ice was quick to respond and friendly. It made the process very smooth.
What do you dislike about the product?
Nothing. Everything was great. Troubleshooting was very straightforward.
What problems is the product solving and how is that benefiting you?
Full customer support for online student courses. It gives our clients a quick way to reach us without having to call in
Recommendations to others considering the product:
Even customer support needs customer support sometimes. The chat was quick and easy, and everything was very clear. I would definitely recommend it.
Zendesk Support Suite - Highly recommend
What do you like best about the product?
Zendesk is easy to use and tailor to your organization. It can be simple out of the box, or highly customizable depending on your needs.
What do you dislike about the product?
I honestly can't think of anything I dislike about it.
What problems is the product solving and how is that benefiting you?
We run anything technology-related in our company through Zendesk. We have multiple groups set up and are able to cross-communicate to keep lines open between different departments. Zendesk is also great at keeping documentation for previous assignments and the search function is very simple to use to find old tickets or documentation.
Recommendations to others considering the product:
Try out a trial account to get a feel for it. It is simple to use out of the box and highly customizable for those that need it.
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.
Over 5 years with Zendesk and No Regrets
What do you like best about the product?
I think the agent features are intuitive, simple and clear. Agents need to be focused on helping the customer and ZD makes it pretty straightforward - even merging tickets and creating follow-ups are simple processes.
What do you dislike about the product?
As an admin, it absolutely drives me insane how complicated the Ticket Field and Ticket Form sections are to edit. Switching back and forth between them just to ensure you're adding the right Fields is a nuisance, and we should be able to preview.
What problems is the product solving and how is that benefiting you?
We're an app and our users are in a very sensitive place when they contact us. ZD makes it easy to keep track of user requests and users themselves, especially handy when we're working with Bad Actors who do not belong on the app.
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