Zendesk Suite
ZendeskExternal reviews
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Streamlined (multiple in 1) customer support/ticketing system
What do you like best about the product?
I like that this product provides multiple features,including the articles, ticketing, chatbot and integration with other systems.
What do you dislike about the product?
We have a certain seats available within our package/contract. I hope Zendesk could offer flexible packages to add 1 or more seats at a factional cost.
What problems is the product solving and how is that benefiting you?
We used to have only an inbox by Outlook and we were creating rules to sort all kinds of request and had to copy and paste answers for every request. Zendesk is a helpdesk can sort tickets categories by keywords and provide automatic response to direct people to self servce by reading our articles. Also I like the macros to use for multiple/many tickets.
Start Up To Stabilize
What do you like best about the product?
Omnichannel support; traditional and digital channel solution and integration.
Ease of operation regardless of level.
Ease of operation regardless of level.
What do you dislike about the product?
Quite a lot of data points are not interpreted holistically on Explore/Analytics.
Non-basic configurations can be a hassle sometimes.
Level of support is inconsistent; acknowledgment is okay, follow-throughs are challenging.
Non-basic configurations can be a hassle sometimes.
Level of support is inconsistent; acknowledgment is okay, follow-throughs are challenging.
What problems is the product solving and how is that benefiting you?
Traditional and digital channel into one space/unified platform.
Self-serve, volume deflection.
Self-serve, volume deflection.
Effective customer experience through Zendesk ticketing platform.
What do you like best about the product?
With Zendesk Support Suite, our support agents are able to effectively reply to customer queries and able to see their pain points. With the recent additional of Ai, we are also able to trim down duration on handling tickets as ticket summaries are now available.
What do you dislike about the product?
Some settings would need some tech intervention.
What problems is the product solving and how is that benefiting you?
As we have grown our presence into a few more markets across globally, we need to deploy a robust solution whereby agents can easily reply to customer inquiries and additionally on T&Q side be able to manage FAQs effectively - that's where Zendesk is helping us.
Zendesk has improved our CSAT and NPS
What do you like best about the product?
1. Chat, Call, Customization, and easy masking of PI and PII.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
What do you dislike about the product?
1. Better integration of Client documentation or client knowledge base so Level 1 can be easily deflected.
2. A better way to identify multiple people's efforts on a ticket.
2. A better way to identify multiple people's efforts on a ticket.
What problems is the product solving and how is that benefiting you?
1. We use Zendesk to help customers log support tickets and it is the first step of communication for our customers for any product-related queries.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
Very complex to integrate
What do you like best about the product?
It has a robust suite of APIs to manage support tickets.
What do you dislike about the product?
It's too complex and the developer documentation + community isn't very helpful
What problems is the product solving and how is that benefiting you?
At the time, Zendesk support suite was supposed to help us seamlessly and totally automate our support system. We switched to Intercom because of it's unfriendly UI and also because it was simply too complex to set up
Good software that solves most issues
What do you like best about the product?
Easy to get started
Lots of capabilities
Scales nicely with the org
Lots of capabilities
Scales nicely with the org
What do you dislike about the product?
Sometimes a little challenging to figure out where specific features are located.
Getting integrations into backend systems more easily would be awesome.
Getting integrations into backend systems more easily would be awesome.
What problems is the product solving and how is that benefiting you?
All customer support interactions + knowledge center
Great tool for tracking tickets and keeping all info in one place
What do you like best about the product?
That email and phone calls are all tracked in one place. Makes it easy to go through old tickets and see a complete timeline
What do you dislike about the product?
We've had issues with time zones - if our customer, agent, and headquarters are in three different areas, it's been tracking events in all three time zones, vs from where the person is logging in from. Can easily get confusing when trying to understand timelines
What problems is the product solving and how is that benefiting you?
Hosting our training portal, platform for customers to submit tickets, keeping track of tickets
Great product, not so great support
What do you like best about the product?
Zendesk is the superior platform for customer support in my opinion. Just works great and has everything you need to provide good customer support.
It was easy for us to move to Zendesk, and our support agents are very happy using this support platform. It provides a much better overview, a great and user-friendly interface and a high level of customization for automation, which I really enjoy.
It has been a bit of a hurdle to integrate with Salesforce where we have all of our customer information, but we got there in the end.
It was easy for us to move to Zendesk, and our support agents are very happy using this support platform. It provides a much better overview, a great and user-friendly interface and a high level of customization for automation, which I really enjoy.
It has been a bit of a hurdle to integrate with Salesforce where we have all of our customer information, but we got there in the end.
What do you dislike about the product?
The fact that statistics now is its own product (Zendesk Explore) bugs me a little bit. On top of that, funnily enough, I really do not have a great experience with Zendesk's own support. They made it impossible to contact them through email, so you have to submit a ticket via chat, which is a very frustrating process, having to answer a bunch of automated questions before you can write your message.
We just returned to Zendesk after a few years of using another platform. We are happy to be back, but I was surprised to see the decrease in their own support quality.
We just returned to Zendesk after a few years of using another platform. We are happy to be back, but I was surprised to see the decrease in their own support quality.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to deliver high-quality support to our customers (SaaS company). The platform does a great job at delivering a good overview and viewing previous support history for users/accounts. Has a ton of integrations and add-ons and a high level of customization. At the end of the day, Zendesk allows our support team to be as efficient as possible while also providing a good experience for customers.
Excellent experience
What do you like best about the product?
Ultimate AI impresses across the board. Its intuitive interface ensures ease of use, while implementation is seamless. Exceptional support from the team and the key account manager enhances the overall experience. With versatile features and effortless integration, it's a reliable choice for building a chatbot to help you with your day-to-day tasks and ease your customer support team. We use it daily for all of our client chats.
What do you dislike about the product?
We haven't encountered any issues so far.
What problems is the product solving and how is that benefiting you?
The chat bot joined our support team as a virtual assistant. Thanks to the integration with Ultimate AI, our chatbot is able to provide first-level support to the users of our app, by answering frequent questions and handling simple and repetitive cases.
Our bot Vicky eases our team by providing assistance to the clients with basic inquiries and gathering information and passing it onto our team for a detailed review.
Our bot Vicky eases our team by providing assistance to the clients with basic inquiries and gathering information and passing it onto our team for a detailed review.
good product, needs to be managed.
What do you like best about the product?
Ease of use. plugins, and flex, and popular product.
What do you dislike about the product?
if you're looking for a system that will give you everything out of the box, this isn't it, needs to be masssaged and customized.
What problems is the product solving and how is that benefiting you?
ease of use, tech teams like it.
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