Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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New Tool Great Resource
What do you like best about the product?
I was skeptical with the volume of work we have to use this. After 48 hours it seemed like a life saver. Not only are you able to communicate with customers or clients externally, but you have the option of using Internal Note to communicate with co-workers about the ticket you are working on. You can also mark something as Pending if you are not completly done and Solved once you have finished with it. If someone responds to something you have "Solved" it does not create another ticket it simply re-opens the same so you can see initial communication.
What do you dislike about the product?
I was responding to customers and for 24 hours did not know they were not receiving it. I had to go back and resend each of those through Microsoft outlook. However, I utilized the chat feature and within five minutes I was pass the glitch I encountered.
What problems is the product solving and how is that benefiting you?
It's very organizational. It allows me to manage what I have completed, what needs to be worked on and there are Priority settings that provide great intel on if something is Hot or Urgent.
Great Tool! Highly Recommend!
What do you like best about the product?
I love how we can track all of our requests in ticket format and anyone is able to follow the request to completion.
What do you dislike about the product?
Nothing really, its been a great and helpful tool so far.
What problems is the product solving and how is that benefiting you?
Being able to track all our requests from the customer side to internally.
The support agent was so helpful & resolved my talk function issues very quickly!
What do you like best about the product?
The immediate response time that the chat function offers!
What do you dislike about the product?
When you are logging out & back into Zendesk, the support chat disappears.
What problems is the product solving and how is that benefiting you?
Issues that need immediate attention are looked into right away. This response time is limiting how long we are 'system down.'
Solid system.
What do you like best about the product?
Contextual workspaces have made it easy for my team to be successful.
What do you dislike about the product?
the explore data and metrics are challenging to use
What problems is the product solving and how is that benefiting you?
Gaining insights to team member productivity and call drivers.
ZD Support Suite
What do you like best about the product?
I like the module approach with Guide and Explore. The connection between having knowledge in Guide that integrates into ticket responses is valuable. It helps us provide consistent information to our members. Setting up Triggers is easy, so we can manage the workflow on the fly when needed.
What do you dislike about the product?
Relying on the Zendesk Marketplace for some features that I feel should be included in core functionality. An example is the ability to clone tickets, which should be controllable from the Admin functions instead of a Marketplace addon.
What problems is the product solving and how is that benefiting you?
We're slowly adopting it as a de facto CRM. My business unit has turned work from Outlook into Zendesk, which has allowed us to use metrics to provide efficiencies and understand the work in a granular way.
Recommendations to others considering the product:
Zendesk may not be the right selection for internal support, particularly if you have a low volume. It does not shine if just used interdepartmentally. However, once you expand that to a customer base it makes member management significantly easier.
Nice functions, difficult UI
What do you like best about the product?
I like the many different functions and settings, Zendesk allows you to do so many different things, which you will need for a successful CS team.
What do you dislike about the product?
Some simple features like bulk emails are not integrated and have to be added first. Also, the interface is often not intuitive, the language very techy and it takes ages to get used to how Zendesk works. Little features like merging emails or editing internal notes, later on, are also not possible and really interrupt the workflow if little mistakes happen.
What problems is the product solving and how is that benefiting you?
We have an easy overview over emails from customers, which we can manage in a team a lot more easily via zendesk.
Zendesk experience
What do you like best about the product?
The simple and easy way to use it, the main strength of Zendesk is the custom fields that you can create making your CRM very customizable. When you also need help there is always a solution with the chat support.
What do you dislike about the product?
The fact that you can't do a group tag with many users. If you want to tag a lot of users you have to do it 1 by 1, it should be the option to mention many different users with only one tag.
What problems is the product solving and how is that benefiting you?
Currently solved the connection of Sell account to Zendesk. Recently solved a Smart List issue that was not showing any data, it took only a few minutes to the Zendesk team to do it.
Recommendations to others considering the product:
Don't hesitate to contact the Zendesk Support team in case you need a solution.
Complete platform and super efficient support. Very good trainings and free courses on Training
What do you like best about the product?
Complete platform and courses on Zendesk Training
What do you dislike about the product?
The necessity to upgrade to top plans to have access to all features
What problems is the product solving and how is that benefiting you?
Give support to customers by email and chat, and measure our demands to optimize our product and processes
Recommendations to others considering the product:
Avaliate the features in each plan
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.
Very Complete CS Package
What do you like best about the product?
It is easy and intuitive for my agents. A new person can pick up the system very quickly, and it has all sorts of extra features to help your business deal with customers promptly and efficiently.
What do you dislike about the product?
Sometimes the actual nitty-gritty features can be a little confusing to set up initially.
What problems is the product solving and how is that benefiting you?
We've had all sorts of solutions come from using Zendesk. We filtered all tickets from a particular brand to better understand what types of issues we faced and how often to deal with them.
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