Zendesk Suite
ZendeskExternal reviews
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What do you like best about the product?
Ease of use - it works. Also, Zendesk is an industry-standard so everybody knows how to work with it from the very beginning - easy onboarding. The only reason I can see for not using Zendesk is if you want something more custom or want to build your own. If you are a startup, you are probably going to grow faster than you can afford and its great to have a tool to scale the team. The best part of Zendesk is the customer service. The customer service team is always available and very efficient at solving any problems that arise. Integrations - the variety of integrations you can actually use is pretty impressive. I think the main reason is its the most commonly used customer service tool so there are lots of integrations available. If you are a more prominent company, it's good to have a vendor that you can go to and have them solve the problem. Collaboration - people can post ideas, comments, and suggestions to the support ticket.
What do you dislike about the product?
After updating a ticket it takes time to propagate its state into the rest of the system (e.g. search). Search is a bit slow and the search form is not very comfortable to use in small screens. Search could be a bit smarter. In the ticket detail view, it's hard to see how many comments are on the ticket, or see what they say. The normal ticket editing form has some fields that are irrelevant to most users and some, like the links, that aren't very useful. The basic plan is quite limited e.g. you're not able to update ticket list views. The ticket summary page is not very useful, and doesn't mention many of the things you can do with a ticket. It's not a perfect solution but it's a reasonable one and it does most of what we need.
What problems is the product solving and how is that benefiting you?
To start with, we have been facing a lot of challenges with our customer support. We were using the Zendesk support for quite some time, but not in the most effective manner. We have figured out that the most valuable and important information was hidden from the eyes of our agents. The data was just lying around and was not organized in a way that could be easily used by our agents.
What we have achieved with Zendesk is that we have made our data much more accessible and organized. This has made our support processes more effective and efficient. This was a vast improvement from how we were managing our support previously. We have also been able to identify the customer segments more clearly, which has helped us to target our customer service campaigns more effectively.
What we have achieved with Zendesk is that we have made our data much more accessible and organized. This has made our support processes more effective and efficient. This was a vast improvement from how we were managing our support previously. We have also been able to identify the customer segments more clearly, which has helped us to target our customer service campaigns more effectively.
Recommendations to others considering the product:
It does take some getting used to, but once you get it, it's very powerful. It's especially easy to use if you are already familiar with Zendesk, but it can be used as a standalone help desk or knowledge management system, either way, it's very effective. You just need to get used to the way it works. I've been using help desk software for many years, and I've used a lot of different kinds, but this is the best one I've ever used. I would recommend this product to anyone who is looking for help desk software, or who needs to add a knowledge base to their website.
Robust Solution
What do you like best about the product?
Highly customizable yet cost effective. You can get incredibly creative with business rules. Works for external support as originally designed, but also internal support. Tool was built with the API as a backbone which enables a lot of cool integrations and automations.
What do you dislike about the product?
Would like to see an increased focus on tools native tools to cater to internal support; similar to Service Now and work streams. There are marketplace items but have severe limitations.
What problems is the product solving and how is that benefiting you?
Internal Helpdesk (HR primarily)
Not happy unless I am using Zendesk
What do you like best about the product?
Zendesk reporting is just so customizable!
What do you dislike about the product?
Zendesk is a full-service suite for large-scale accounts. Setting it up can take some effort if you do not have basic computer skills and time for initial set up this is not the product for you. That being said, if you do, the setup time IS WORTH IT.
What problems is the product solving and how is that benefiting you?
We are transforming our support model from email-only to multi-channel. Being able to handle everything under one login is just amazing. Reporting is super fun for numbers nerds like myself. There are a lot of presets that are very useful, but you can also take the time to build out detailed reports that are specific to your needs and drill down much easier than any other support suite I have used.
My Day With Dane
What do you like best about the product?
Dane was super, super helpful and worked closely with me to try and resolve my issue.
What do you dislike about the product?
There was nothing to dislike about my helpdesk chat :)
What problems is the product solving and how is that benefiting you?
I realized that our TXT and SPF were off and we weren't receiving tickets through Zendesk. Dane showed me what needed to be done and sent me reference links.
I heart Zendesk
What do you like best about the product?
User friendly and lots of customisable options to set it up to suit your specific business needs.
What do you dislike about the product?
Not being able to export content easily, eg Guide, Macros, Shortcuts. I know there are tricks for a Jason file but this isn't user-friendly.
What problems is the product solving and how is that benefiting you?
Previous to me starting, the team had no idea what customers were contacting them about. Now I've built out the fields, we can now track this information and use it to make business decisions and improvements to the website.
Recommendations to others considering the product:
Nothing comes to mind, just use it.
Efficient and Informative
What do you like best about the product?
The rep quickly ascertained the problem and found a solution for both the issues I had. If they were taking some time, they would check in to ensure I understood what they were doing and that they were still there.
What do you dislike about the product?
Took some time to find where to contact a rep
What problems is the product solving and how is that benefiting you?
I learned that I need to look into triggers further and understand exactly what they all do and how to use them
Recommendations to others considering the product:
Building out the chatbot with more robust functionality, ie, the ability to collect Phone Numbers on users, the ability to connect multiple sections to the same part of the flow, functionality for user contacting a rep outside of operating hours.
Zendesk Review
What do you like best about the product?
-Cloud Native, SaaS.
- Minimal architectural changes, only have to "do" anything to upgrade things with widgets or integrations and even then the lift is marginal.
- Offering has "table stakes" in terms of automations, triggers and some customizations. Intuitive UI. Easy user management.
- Minimal architectural changes, only have to "do" anything to upgrade things with widgets or integrations and even then the lift is marginal.
- Offering has "table stakes" in terms of automations, triggers and some customizations. Intuitive UI. Easy user management.
What do you dislike about the product?
- hard-coded ticket status' that limit options with no ability to create new status'
- inability to update some metadata after a ticket is in "Closed" state.
- numerous reporting issues and challenges within Explore. I have not seen any real improvement here and frankly prefer the old "Insights" reporting tool for ease of use.
- Skills Based Routing is a misnomer. We had to set up an entirely 3rd party system in order to do any routing. The "pull" methodology does not work for many organizations, had to purchase the Round Robin app which does what Zendesk should have functionality native for.
- Knowledge Article/Guide functionality is average at best. Metrics capturing regarding this is very difficult.
- We have had to "home brew" our own routing model and leverage 3rd party apps to accomplish what is very industry standard "push" methodology instead of "pull" when engineers take tickets. Coupled with this - there is no easy/intuitive/useful mechanism for out-of-office or agent inavailability, no methodology for ticket load balancing amongst teams and engineers, etc. I met with the Zendesk product team close to 2 years ago regarding this and have yet to see any substantive/meaningful update.
- native integrations with Jira and Salesforce are far too basic
- inability to update some metadata after a ticket is in "Closed" state.
- numerous reporting issues and challenges within Explore. I have not seen any real improvement here and frankly prefer the old "Insights" reporting tool for ease of use.
- Skills Based Routing is a misnomer. We had to set up an entirely 3rd party system in order to do any routing. The "pull" methodology does not work for many organizations, had to purchase the Round Robin app which does what Zendesk should have functionality native for.
- Knowledge Article/Guide functionality is average at best. Metrics capturing regarding this is very difficult.
- We have had to "home brew" our own routing model and leverage 3rd party apps to accomplish what is very industry standard "push" methodology instead of "pull" when engineers take tickets. Coupled with this - there is no easy/intuitive/useful mechanism for out-of-office or agent inavailability, no methodology for ticket load balancing amongst teams and engineers, etc. I met with the Zendesk product team close to 2 years ago regarding this and have yet to see any substantive/meaningful update.
- native integrations with Jira and Salesforce are far too basic
What problems is the product solving and how is that benefiting you?
We leverage the Zendesk Support Suite for all our Support functions including incoming tickets/submissions, Guide/Knowledgebase, and Explore for insights into key performance/indicators/metrics.
An excellent tool for customer support
What do you like best about the product?
We use Zendesk as a unified help center - we have our FAQ, tutorials, and company announements in it, and we use it to answer inquiries from our customers. Zendesk helps us streamline our customer support activities, and we can address any email in the least amount of time with the help of pre-made answer templates. We have integrated all our social media channels with Zendesk so we don't need to use different accounts to answer all inquiries.
Following up with our users is very easy, and there is a mobile app to answer tickets even on the go.
Following up with our users is very easy, and there is a mobile app to answer tickets even on the go.
What do you dislike about the product?
There is no forwarding functionality - i.e., if you want to forward an email to a user who is not a Zendesk agent, that is not possible.
What problems is the product solving and how is that benefiting you?
Streamlining customer support and optimizing the work of the customer support team.
Amazing in every way. Love it.
What do you like best about the product?
Zendesk does a lot of things right. It makes it easy to provide great customer support and not miss any requests. It makes it easy to collect the most often occurring problems and rank them. For me as the CEO it makes it easy to evaluate the work of our customer support team and the satisfaction of our customers. It makes it easy to see trends, such as how our ticket loads increases over time. It even made it easy for us to create a multi-lingual online manual for our products. Honestly, I couldn't be happier.
What do you dislike about the product?
I think it's a bit expensive and I don't really like the model to charge by the user. I would rather get charged on another dimension or have an option for a low-volume user. For example, we would like to have several agents that only handle a few specialized tickets a month. However, due to the pricing this is not possible, or only at very high cost. So we need to resort to some hacks, such as putting a few tickets out of Zendesk back into an email environment.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to provide amazing customer support and track how well we are doing on that dimension
Recommendations to others considering the product:
If you are not sure, use the free trial and give it a shot
Great platform all round, but starting to feel dated.
What do you like best about the product?
How easy it is to use. It is easy to add agents, channels & routing. The reporting tool is also excellent.
What do you dislike about the product?
The fact that Zendesk does not read the language of Whatsapp tickets. Therefore, all of our non-English tickets are read as English, resulting in manual triage
What problems is the product solving and how is that benefiting you?
We are able to tackle our customers' most pressing concerns due to Zendesk's excellent reporting tool, which is customisable and allows us to pinpoint areas of improvement for the business.
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