Zendesk Suite
ZendeskExternal reviews
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Long time customer for a reason
What do you like best about the product?
We have been a customer for years. Initially from Base CRM then of Zendesk Sell when they bought Base CRM. The transition was smooth on my side as they kept everything the same. Support has always been top-notch and the functionalities are exactly what we need for our business. Couldn't be happier.
What do you dislike about the product?
The only downside is the last update on the dashboard which makes the computer version look like a phone version. This will take a while to get used to so if they would have been given the chance of choosing between both appearances that would have been perfect.
What problems is the product solving and how is that benefiting you?
CRM
Zendesk has really been a game changer
What do you like best about the product?
I like how easy it is to pull up data. The interface is also intuitive.
What do you dislike about the product?
It can be complex to try to learn the backend, and the support articles are helpful but can be a lot to take in.
What problems is the product solving and how is that benefiting you?
Customer support, essentially. Benefits include ease of use and ability to track tckets.
ZD Review
What do you like best about the product?
Ease of creating macros, tags, views, etc.
What do you dislike about the product?
Can't unmerge tickets or users when it's done in error.
What problems is the product solving and how is that benefiting you?
Customer inquiries, issues and concerns. I like that we're able to keep communication organized by customer and add different apps.
Good customer support
What do you like best about the product?
How attentive the support team was, and if they did not know something, they would tell you they were looking for the answer
What do you dislike about the product?
That no one picks up the phone and that there is a long queue for live chat
What problems is the product solving and how is that benefiting you?
Triggering automatic messaged and priority tickets
A product worth paying
What do you like best about the product?
Zendesk offers plenty of functionalities. First time I got my hands on Zendesk (I have used Oracle CRM, Salesforce and some others before) I was feeling quite weird but after few years managing accounts with Zendesk it is super easy to manage. On top of that the marketplace offers A LOT of apps to build on top of Zendesk native functionalities.
What do you dislike about the product?
Probably a public roadmap where you publish what will be the new features so admins can upvote/downvote them and follow what your community demands.
What problems is the product solving and how is that benefiting you?
Zendesk Suite brings plenty of functionalities. You are omnichannel, you have no need to get an AI bot as Zendesk already has one within. You can easily reach super high deflection rates with no need of extra tools.
Review for Zendesk
What do you like best about the product?
I truly believe that Zendesk provides alot of value for its price. Zendesk has an amazing ticketing system and has other products that can user for support articles and analytics.
What do you dislike about the product?
A couple of months ago, zendesk changed their support team and it is not had to get a hold of a tech support rep. The response time is long and it is hard to find the response from the tech support rep. We also had our Account Manager quit while we were trying to upgrade our Zendesk plan. It was very difficult to upgrade our annual contract, my suggestion is to have better organization on the Sales side of Zendesk. After weeks of going back and forth trying to get our annual contract upgraded to a bigger plan, our zendesk account was not upgraded with the new features for a week and half.
What problems is the product solving and how is that benefiting you?
Our tech company voted to get Zendesk due to scalibility. As a start up, the team was first small so this tool worked perfectly since it allowed us to get a small number of licenses. After years, we have grown very rapidly and Zendesk has allowed us to continue adding number of licenses needed.
Recommendations to others considering the product:
I highly recommend this product.
Easy and effective
What do you like best about the product?
Canned responses, easy to find replies from customers
What do you dislike about the product?
It can quickly get disorganized over long weekends or holidays
What problems is the product solving and how is that benefiting you?
Customer service issues, getting replies quickly to maintain a high rate of success and being able to reach back out to those who were unhappy and win them back
B2B Support Made Easy
What do you like best about the product?
I love the workflow setup and windows through which you can view your open tasks and strategize on prioritization. The explore and guide functionalities are very cool as well.
What do you dislike about the product?
The integrations with things like Salesforce are not consistent.
What problems is the product solving and how is that benefiting you?
Hosts our support team's workflow. Benefits are a clear and easy way to track performance and volume
Fast support received
What do you like best about the product?
The helpdesk format, it works very good, also its speedy.
What do you dislike about the product?
The move to Explore, it has caused a lot of issues for us and it should have been done in an automated way, not ask the people to create again their graphs.
What problems is the product solving and how is that benefiting you?
We solve our tickets, the benefits are great because Zendesk handles the hosting and all, so we do not have to worry about it.
All-in-one support solution
What do you like best about the product?
Zendesk allows managing all support channels seamlessly. I have website chat, Twitter, and Facebook page connected to Zendesk Support and simultaneously keep track of them all. Zendesk provides a very flexible macros system (macros, in this case, are drafts of messages with programmed name and signature placement and any text you like), allowing agents to create a knowledge base of answers for all popular questions. Using macros reduced my average response time from 15 minutes to 7.
What do you dislike about the product?
Sometimes it can take a lot of time for the emails to reach my Zendesk Support and become tickets. I commonly have this issue when chatting to people, and if they need to send me the document, I usually route them to my personal business email so they don't have to wait. This can be solved by a more expensive plan that supports sending documents via chat, but we are a small company and can't afford it.
What problems is the product solving and how is that benefiting you?
I use the Zendesk Support Suite for customer support through email, live chat, phone calls, Twitter, and Facebook. It conveniently merges all of them into the single ticket system. It allowed me to handle customers' questions, complaints, and feedback faster and made all support tasks more streamlined and convenient.
Recommendations to others considering the product:
If you're a small business, Zendesk may be too pricey for you, but even the most basic plan will most likely cover most of your needs.
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