Zendesk Suite
ZendeskExternal reviews
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First impressions
What do you like best about the product?
The possibility for agents to work in the same environment without switching between tabs and easy social messengers connection
What do you dislike about the product?
Dynamic content doesn't work for chats.
Messages received via Sunshine may be assigned based on different criteria but not the online status of the agent. For example, if agents working on schedule and you don't have online agent today in the particular group, the ticket still will be assigned to offline team members.
Language detection is not everytime working correctly and does not work in Sunshine
Messages received via Sunshine may be assigned based on different criteria but not the online status of the agent. For example, if agents working on schedule and you don't have online agent today in the particular group, the ticket still will be assigned to offline team members.
Language detection is not everytime working correctly and does not work in Sunshine
What problems is the product solving and how is that benefiting you?
Better navigate through the previous communication, easier escalation process from the same window. Easy connection to different departments via side converstions
Recommendations to others considering the product:
If you use dynamic content in chats delete it prior to switching to Zendesk Suite
Customer support for a medium sized company up and running in record time!
What do you like best about the product?
It took me very little time to get up and running. I'm IT savvy but far from being an IT professional. The tutorials, the Zendesk support site and when needed the ZD people seemed to go out of their way to make me successful. Easily the best implementation I have been part of in over 35 years in a customer supporting role of one form or another. I wish I had adopted this years ago.
What do you dislike about the product?
I have not found many thus far that were not solved by me taking the time to look for answers on their Support Site. It's usually a matter of my limited knowledge. I would like to see the Explorer side of things a little more intuitive.
What problems is the product solving and how is that benefiting you?
We are launching new technology to different parts of our company and we are doing it in record time. Our people have to have access to informed answers as they start to use this technology. The speed at which we are able to give them the answers they need and then turn that information into articles for others to learn from is outstanding. The platform makes this easy for us. We operate in over 60 countries around the world and I can't wait to roll this out to them.
Lots of trusted functionality, but getting more and more complex to set up.
What do you like best about the product?
I like the simplicity of the support flow and the ability for customers to use the self-service portal we've set up for them. As a company offering B2B support, it's valuable for our customers to have a place where they can log in to see all open support tickets and easily track their status. Also, I like the fact that you can select which channels you want to offer support on. We're about to try the Messaging functionality just now.
What do you dislike about the product?
Not all parts of the setup are intuitive. It takes quite a lot of searching for answers on how to enable/modify Zendesk to your needs. Also, it feels like Zendesk is mainly into B2C support (i.e. for companies serving 1000s of little know customers) while we operate in a B2B environment with less than 50 active, but well-known customers. The Zendesk solutions are mainly built with B2C in mind.
What problems is the product solving and how is that benefiting you?
Serving customers with their integration issues without us having to rely on specific individuals providing person-to-person support. Instead, we can have a support thread where you can allow several of our subject matter experts to engage with the customer or simply passively follow the conversation and add internal notes to assist on the support ticket.
The benefits are a better support process where the customers can get a more consistent level of support.
The benefits are a better support process where the customers can get a more consistent level of support.
A lifetime user!
What do you like best about the product?
It's super easy to train on which is my number one. I love the integration with Facebook messaging, Shopify, and Returnly.
What do you dislike about the product?
There's no easy way to forward e-mails to non-Zendesk users or emails without adding them as a CC. I also wish that the integration with Tymeshift was clearer when clicking between tickets.
What problems is the product solving and how is that benefiting you?
We've been able to help customers faster by having all of their Shopify and Returnly information right in front of us. Able to bring our handle times way down!
Comprehensive system
What do you like best about the product?
It is a comprehensive system and has a lot of potentials.
What do you dislike about the product?
The configurations are not easy. Often require a lot of setups.
What problems is the product solving and how is that benefiting you?
We are looking for a solution to manage our business communication.
Some features are bit complex but their platform is on point
What do you like best about the product?
That the ticketing system is super easy to learn as far as the basic features. If you start a new job as a support desk, you will be able to get going with little training.
What do you dislike about the product?
The advanced features like triggers and macros are a bit harder to learn and sometimes take a support ticket to master
What problems is the product solving and how is that benefiting you?
We had a chaotic support desk before zen. Now we are somewhat orderly and it helps us with our workflow
Recommendations to others considering the product:
Try it out first and see if it meets your needs.
Awesome Support
What do you like best about the product?
The support agent replied super fast and on point after taking the chat.
What do you dislike about the product?
The queue wait time was at least exciting and at the same time annoying a little.
What problems is the product solving and how is that benefiting you?
I was merging tickets and did not know about disabling follow-up notifications. I did not know about the notifications part at that time, but the Support agent clarified what was unknown.
Recommendations to others considering the product:
Contact Support with trust!
A bit complex to set up but very easy to use once configured!
What do you like best about the product?
It's super easy to use once you're going
What do you dislike about the product?
Getting voice set up was frustratingly difficult
What problems is the product solving and how is that benefiting you?
Managing our sales pipeline for a new service
A bit too early to say what benefits have been realised!
A bit too early to say what benefits have been realised!
Recommendations to others considering the product:
N/A
Zendesk is user-friendly and one of the best tools I've used to keep track of tickets
What do you like best about the product?
The app integrations are great for making it geared toward our own business goals
What do you dislike about the product?
Zendesk Explore is a little challenging to use
What problems is the product solving and how is that benefiting you?
It is helping us gather more insight into tickets than just answering them.
Simple, easy to configure, train, use and customise.
What do you like best about the product?
Simplicity, ease of use, easy configuration
What do you dislike about the product?
Lack of inline images upon receiving emails
What problems is the product solving and how is that benefiting you?
Software application support for our b2b tech-savvy customer
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