Zendesk Suite
ZendeskExternal reviews
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Zendesk Support Review
What do you like best about the product?
Zendesk Support Suite is great because it integrates chat, email, and talk into one user-friendly interface. I like the ease of use and particularly enjoy macros. Our company relies heavily on them.
What do you dislike about the product?
Some of Zendesk's features can be glitchy. The suspended ticket feature doesn't always work the way it should. It also archives and deletes some tickets after a specific period of time and you can never see them again, but tickets older than the ones you're after may still be available. I don't understand why that happens.
What problems is the product solving and how is that benefiting you?
We have been able to integrate our customer support solutions into one interface. We manage multiple brands and we can control them all from one simple login.
Recommendations to others considering the product:
It's a great solution that has a lot of features it's competitors do not. It's particularly awesome if you have multiple brands!
So long as it is the base off-the-shelf set-up, using Zendesk is useful to managing Support contacts
What do you like best about the product?
The customization to Ticketing disposition fields has proved invaluable. The Ticket Statuses themselves align well with how our Support team directly interacts with clients (or when an escalation is required).
What do you dislike about the product?
Integrations with other applications (3rd party or otherwise) has been hit and miss.
The change-up in some UI processes has been unnecessary. There are so many realms of improvement that could be introduced (just check out the community forums for ideas) and yet for functionality that already exists, Development cycles introduce a new way to go about the same thing. The SLA feature is also pretty weak and sometimes downright confusing. Some of the Canned reports are inconsistent on what metrics they pull, which doesn't make sense. There's no real built-in-tool glossory or definition to help truly understand. It's best guess or you have turn to the "community" or reach out to Support for help. Those are fine, but why not save me some time by having something directly in the tool I'm using?
The change-up in some UI processes has been unnecessary. There are so many realms of improvement that could be introduced (just check out the community forums for ideas) and yet for functionality that already exists, Development cycles introduce a new way to go about the same thing. The SLA feature is also pretty weak and sometimes downright confusing. Some of the Canned reports are inconsistent on what metrics they pull, which doesn't make sense. There's no real built-in-tool glossory or definition to help truly understand. It's best guess or you have turn to the "community" or reach out to Support for help. Those are fine, but why not save me some time by having something directly in the tool I'm using?
What problems is the product solving and how is that benefiting you?
We have found a way to share Support contact metrics and data utilizing EXPLORE's robust reporting capabilities. It was a bit of a learning curve for how it approached reporting differently from insights (and grossly inconvenient to have to migrate ourselves from one reporting tool to the other), but using some backwards development on some of the canned reports, we've been able to pull significant data from Support activity that we need to share with clients.
Recommendations to others considering the product:
It may require a little technical know-how and intuition if you really want to customize the experience for your agents and your community, but even if just pulling off-the-shelf, Zendesk is a very capable issue-tracking utility.
Zendesk has some great features, but does drop calls, not log tickets, and other issues with calls.
What do you like best about the product?
It is set up well with organization, it is intuitive to use, and generally works well, even with high volume.
What do you dislike about the product?
Zendesk does drop calls sometimes. I often have to restart it on my web browser to get the call function to work properly. Sometimes, the call function stops ringing, so you don't know that a call is coming in, or it just drops the call as soon as you pick up.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to communicate with our customer base to provide support on their orders and our services. It generally keeps things very organized and allows us to track who we have helped, the orders for those customers, and past communication with the customers.
Recommendations to others considering the product:
I would generally suggest it for Customer Support. It's easy to use and we do not face many problems with it.
Good Product, Customer Service Needs Work
What do you like best about the product?
I like that the suite combines services. We can access everything wee need in one place.
What do you dislike about the product?
The product is rather large, making aspects of it slow at times. Overall I think the product is good. Other than a couple of bugs, it runs well. The more significant issues I've had have been my experiences with customer support. How ironic. I've had good experiences with the org, but the bad ones outweigh any effort the good ones have made to create a good rapport. This includes slow or no follow-up, and lack of ownership of the issue at hand, which led to being bounced around multiple departments, where it seems the hand-off is lacking as I had to explain my issue again each time.
What problems is the product solving and how is that benefiting you?
- Provides customer support metrics
- Customer conversations in one place
- Increased visibility
- Automated responses
- Knowledge Base
- Customer conversations in one place
- Increased visibility
- Automated responses
- Knowledge Base
Excellent articles knowledge base
What do you like best about the product?
I love Zendesk for its easy editing on the backend. It makes it simple to add articles that we need and to update them as well. I've also found Zendesk's support to be quick and efficient. We have not used the ticketing function, but it is good to know that is a capability as well.
I also love that users can be segmented and given permissions. We plan to use this functionality for a second Zendesk website for our staff.
I also love that users can be segmented and given permissions. We plan to use this functionality for a second Zendesk website for our staff.
What do you dislike about the product?
One downside to Zendesk is that there is not much data built into the website itself. I've circumvented this by using Google Analytics for data, but it would be nice to have built-in analytics and reporting more easily accessible within the Zendesk suite.
What problems is the product solving and how is that benefiting you?
We are solving the problem of housing lots of Q&A pdfs on our website that get easily outdated and needed constantly fixed or reuploaded. Now, we have all question and explanation content housed on one site, in one easily searchable area. The benefits are that this takes much less time to upkeep and it creates a more professional and cohesive look. It's also incredibly easy for people to access and ask whatever question about our church that they might have.
Recommendations to others considering the product:
Consider how you can utilize the many functions of Zendesk to streamline your organization's communication—either internally or extnerally.
Expensive but otherwise worth it
What do you like best about the product?
I like that Zendesk meets most people's standards for a help desk. For example, Twitter DMs, emails, texts and calls, etc. These are things that most businesses need from a help desk.
What do you dislike about the product?
It's expensive for most businesses, especially since they halfed things like the startup program. Now you only get 6 months instead of 12. It's also expensive because of themes. Making your brand consistent wherever you are is very important, and therefore, installing a theme is most people's priority. However, themes are in the expensive range costing $200-$300. Just to make the help center "look good" without technical knowledge. Since, then, I've had to cancel my plan as it didn't prove useful to me.
What problems is the product solving and how is that benefiting you?
Customers would send emails to the company email, and Zendesk helped fix that. The benefit bring that now, these requests are managed as support tickets.
Recommendations to others considering the product:
Keep track of the bill and try to get a free trial or credits. Get a programmer to make a theme for your help center.
The support representative did their best to help with my agent collision issue.
What do you like best about the product?
I really love the live chat function. The ability to talk to a real person is less frustrating than having to go through and search for an answer on my own.
What do you dislike about the product?
I dislike how difficult it is to find how to get a live chat representative. I had to search in a forum in order to find out how to use the live chat support feature.
What problems is the product solving and how is that benefiting you?
The problem that we were having was the agent collision function was not working because of an app update that happened over the weekend.
Recommendations to others considering the product:
Zendesk is helpful to those that need customer experience software that supports multiple brands.
Gets the Job Done
What do you like best about the product?
I think their customer support has been great during our experience. Zendesk is pretty overwhelming and complex but I feel confident that their support team can either fix an issue i'm having or at least they acknowledge the short comings of the platform and offer alternative strageties to reach my objective.
What do you dislike about the product?
For a small business, a lot of the upgrading levels have maybe 1 or 2 features we would love to invest into but you need to upgrade your entire team to an entire new premium level which isn't worth it. I would ask Zendesk to allow more customization and access to single features that businesses might want.
What problems is the product solving and how is that benefiting you?
Customer Support and Self-Service support for customers via our help center.
zd review reblaze
What do you like best about the product?
logic of things in the design of the sysyem
What do you dislike about the product?
lack of basic capbilities, user management, license limits, need of the use of extetnal apps/programing skills.
What problems is the product solving and how is that benefiting you?
tickets, bugs, frs, user mangment, reporys
Recommendations to others considering the product:
excersice charts of design prior to implementation
Zendesk is incredibly customizable and has a ton of functionalities, but takes a long time to learn
What do you like best about the product?
I have used zendesk at multiple companies and I love that I can alter it's functionalities to fit my specific business needs.
What do you dislike about the product?
It takes a lot of effort to learn, it is not intuitive so my agents do not pick it up easily. When I have issues or need help, support takes weeks to get back to me because they are always backed up.
What problems is the product solving and how is that benefiting you?
The automation aspect of Zendesk is great. I am able to optimize efficiency within my team and keep head count down.
There are a lot of add-ons and apps that can integrate with zendesk, which helps my CX team work cross-funcitonally.
There are a lot of add-ons and apps that can integrate with zendesk, which helps my CX team work cross-funcitonally.
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