Zendesk Suite
ZendeskExternal reviews
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Linking multiple tickets would be nice
What do you like best about the product?
Straight forward UI good sorting and SLAs
What do you dislike about the product?
Can't tell if outgoing E-Mails bounced or not.
Permission management s quite complicated. More stats per agent would be nice.
Permission management s quite complicated. More stats per agent would be nice.
What problems is the product solving and how is that benefiting you?
Relatively simple support for our app.
Friendly but did not follow up.
What do you like best about the product?
Friendly customer service. Quick responses.
What do you dislike about the product?
The lack if knowledge around the slack integration.
What problems is the product solving and how is that benefiting you?
Slack integration questions and troubleshooting.
Recommendations to others considering the product:
The agent said they would follow up but then my ticket was closed. It would be great to have those reviewed more closely to bookend your customer service with a good feeling.
Broad and flexible support suite
What do you like best about the product?
At present, my favourite aspect of Zendesk is the reporting. It's a newer 'module' but I've had great success with it even in its infancy. The reporting is flexible, customizable and deep. Almost everything we need to report on can be built, and built quickly, shared across dashboards and copied/tweaked easily.
The knowledgebase/community aspect of the product is great, I would love to be able to spend more time there as there is some great knowledge sharing and I always see Zendesk team members as well as community admins jumping into discussions and helping out.
Aside from that, the support automation/triggers system is broad enough for us to do a lot across the multiple different teams we have using the system at the moment
The knowledgebase/community aspect of the product is great, I would love to be able to spend more time there as there is some great knowledge sharing and I always see Zendesk team members as well as community admins jumping into discussions and helping out.
Aside from that, the support automation/triggers system is broad enough for us to do a lot across the multiple different teams we have using the system at the moment
What do you dislike about the product?
Support responses are often incorrect or unhelpful. Sometimes we've had some excellent support and I've learned some great new things about the product (I'd like to call out Kyle Jones here for teaching us how to properly use organization fields back in April), but too often the response from support has been poor. As someone with a lot of background in support, this is a priority to me and my team, and I would love to see Zendesk treat it with the same priority.
Some features that seem obvious don't exist (such as being able to organize and manage Explore reports), which has led us down the path of some fairly complex workarounds and some administrative clutter that will be difficult to navigate in future.
Implementing the agent workspace has been tough as there have been some issues - we actually rolled back our implementation completely and re-implemented later. I'd love to see Zendesk jump on bugs with these leading-edge features more quickly.
Some features that seem obvious don't exist (such as being able to organize and manage Explore reports), which has led us down the path of some fairly complex workarounds and some administrative clutter that will be difficult to navigate in future.
Implementing the agent workspace has been tough as there have been some issues - we actually rolled back our implementation completely and re-implemented later. I'd love to see Zendesk jump on bugs with these leading-edge features more quickly.
What problems is the product solving and how is that benefiting you?
We have a large number of different teams with different needs using Zendesk, and we're largely able to fit all of those use cases into the product with few compromises. This has helped us to get accurate reporting and integrate with some other systems to great effect. Our professional services team is able to track hours and integrate that data into Zendesk using Toggl and Zapier (we are actually looking at potentially expanding this to use Sunshine for customized data management), and we also heavily integrate with Salesforce, which is our global source of truth as a company. As our support team grows, we need to have a scalable solution that is flexible enough to meet our changing needs, and Zendesk seems like an excellent choice in that regard
Recommendations to others considering the product:
We've struggled a little to scale with Zendesk as a result of some poor decisions that were made during our initial implementation. I would strongly recommend any organization that is growth-minded to take advantage of Zendesk's Professional Services team. Setting up Zendesk right from the start will make administration and scalability much much easier. I'd also say be prepared to adjust your processes to fit how Zendesk works. It's an enterprise-level suite for a reason, and it makes sense to take advantage of the functionality they offer. While we've had good success with some of our non-support teams using Zendesk, there are some difficulties for certain teams, and I don't think that this approach will work for all organizations.
Useful features, generally stable, but clunky search and archive functions
What do you like best about the product?
I can easily record and consolidate all phone, text, and chat correspondence under a single customer account. It's relatively easy to look at former correspondence at a glance and know who the customer has spoken to before and when.
What do you dislike about the product?
The search function is very often useless, especially when searching phone numbers. It doesn't recognize the same phone number if different spacing or parentheses are used or if a +1 is on the front or not. Sometimes names don't come up even when searched in precisely the same format as is on the account.
What problems is the product solving and how is that benefiting you?
We're using Zendesk for all communication with our customers. We're taking notes on interactions and storing alternate contact information when we need to follow up on issues.
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.
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