Zendesk Suite
ZendeskExternal reviews
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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
Does its job. Depending on the type of support that's required, sometimes it could be slow.
What do you like best about the product?
Basic. Very easy to use if you stick with the basic features.
What do you dislike about the product?
There isn't a support line to call. Extra features such as reporting require a premium license.
What problems is the product solving and how is that benefiting you?
Communication with users are all logged in a single ticket. Shows a trail.
Intelligent and Efficient CRM solution
What do you like best about the product?
The whole suite is convenient to use, has intelligence built-in and is easy to integrate.
What do you dislike about the product?
Cost is on the higher side, integration can be much more easier. In terms of pricing can be more competitive
What problems is the product solving and how is that benefiting you?
Customer support, capitalising leads from website visitors. Automated response by directing relevant queries to relevant personnel. Tracking of all responses became easier.
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.
Useful tool for supporting customers
What do you like best about the product?
It's quite easy to use and stable. I really like using the keyboard shortcuts, and once you get to grips with them, you can boost your productivity. Also, Zendesk has multiple third party integrations, that further improve the experience.
What do you dislike about the product?
The UI cannot be customized and it would be useful to have native Dark Mode, and not rely on third-party plugins for that.
What problems is the product solving and how is that benefiting you?
We are supporting our customers through the Support Suite. It's easy for us and the customers to track the progress of the different tickets.
I am moving to another system
What do you like best about the product?
It was only ever an average system - too many modules that didn't talk to each other. Pricey for what it was but the price was never a decision - we took it because we thought it was the best, but it certainly isnt.
What do you dislike about the product?
Zendesk just announced that they are removing the Google Docs importer for the knowledge base. Now there is no way to easily upload content - their suggestion, apart from copy and paste that doesn't work well is
"In partnership with a developer, you can also build your own custom importer based on the Guide article API (see Migrating existing content to Help Center, Guide API - Create Article). This can be tailored to your particular needs."
Ridiculous
"In partnership with a developer, you can also build your own custom importer based on the Guide article API (see Migrating existing content to Help Center, Guide API - Create Article). This can be tailored to your particular needs."
Ridiculous
What problems is the product solving and how is that benefiting you?
We wanted a support and user knowledge base system.
Supportive Customer Service + Helpful Platform Features
What do you like best about the product?
Zendesk Supportive helps my team stay organize and increases efficiency by storing all customer information in one neat location. There are many app integrations that allow for a seamless customer experience.
What do you dislike about the product?
The challenges with Zendesk are the frequent glitches and sometimes inconsistent information pulled on the generally helpful app integrations. A few features could use some fine-tuning to make the flow more easeful for our customer service team, however, the benefits to the customer-facing aspects of our site and the reporting features outweigh these sticking points. Generally, our ticket response times have actually slowed with Zendesk, but this could be because there is more data being collected through the use of the ticket forms.
What problems is the product solving and how is that benefiting you?
We are reducing time switching between platforms to locate customer information by referencing the integrations, as well as capturing more data on our customer interactions than we ever have.
Recommendations to others considering the product:
Our biggest learning with this platform was the build-out. I would recommend paying the extra money to work 1:1 with the Zendesk team to support your ticket, integration, etc set up.
Zendesk has a good balance of products within their suite
What do you like best about the product?
Zendesk lets us handle support requests, interact with leads via Sell and provide first step support via guide. We don't use a lot of the more advanced features of Support, such as callbacks and social interaction; however, we do utilize the in-app chat, which works well also.
What do you dislike about the product?
It does feel a little as though Zendesk has acquired more products into their suite rather than building them outright. It does mean that it is difficult at times to administer them across all their product lineup. They are working on that actively, though, so you have to give them credit for that.
What problems is the product solving and how is that benefiting you?
We need a product that allows us to have an integrated view across our SaaS business, and Zendesk lets us efficiently interact with our customers.
Fast and efficient support
What do you like best about the product?
I am a new Zendesk user and realized Zendesk has really good and fast support especially the chat service is very good.
What do you dislike about the product?
Nothing as all the 3 interactions they have resolved my issues.
What problems is the product solving and how is that benefiting you?
It has so many benefits like visibility on the staff productivity and configuring Zendesk is quite simple now I have realised.
Recommendations to others considering the product:
Highly recommend for Helpdesk and Customer Support
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