Zendesk Suite
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This is Tymeshift
What do you like best about the product?
I like how the system tracks your worked time and shows it in a very pleasing way.
What do you dislike about the product?
There's a lot of system failures and lags.
What problems is the product solving and how is that benefiting you?
It accurately keeps up with work punches.
Solid management tool for Chat and Support
What do you like best about the product?
Good features on all Zendesk products. The tool brings good customization feature based on business use case and logic. Good documentation of APIs and feature manual for ease of implementation. The explore tool dashboard is flexible to create your own dashboard and reporting.
What do you dislike about the product?
Zendesk is expensive. There is nothing like pay peruse and all nice features are only available on high tier product (enterprise version). The customer service is slow unless you pay for professional services.
What problems is the product solving and how is that benefiting you?
We have solved our email management issue by integrating 100s of emails and customizing email responses and email descriptions to run multiple commands and strategize response and automation. Zendesk also provides a good marketplace that provides features that Zendesk tool cannot provide out of the box. Also, we have used Zendesk SDK chat services to implement a bot feature that processes NLP and provides assisted answers and automation on chat.
Zendesk Review
What do you like best about the product?
There are many modules that can be integrated.
What do you dislike about the product?
There a so many basic functions that by now I would consider basic, that don't exist.
- no drag and drop of images in replies to customers
- no copy/paste of screenshots - first have to save them as images, then attach
- everything is plain text (no bulleted lists, no bold, no tables, not formatting essentially)
- when customers send in tickets that are not plain text
- images that they would insert in the message, are taken out and attached....sometimes it is unclear which attached image belongs to which statement by a customer
- when clients have numbered or bulleted lists, everything is scrambled up and hard to decipher until you learned the *** logic
- client submits something in a table, it is converted into a list - then you start counting lines and hope that in the table every cell was filled in
- requests in the community that have been submitted 8+ years ago are still not considered
- no drag and drop of images in replies to customers
- no copy/paste of screenshots - first have to save them as images, then attach
- everything is plain text (no bulleted lists, no bold, no tables, not formatting essentially)
- when customers send in tickets that are not plain text
- images that they would insert in the message, are taken out and attached....sometimes it is unclear which attached image belongs to which statement by a customer
- when clients have numbered or bulleted lists, everything is scrambled up and hard to decipher until you learned the *** logic
- client submits something in a table, it is converted into a list - then you start counting lines and hope that in the table every cell was filled in
- requests in the community that have been submitted 8+ years ago are still not considered
What problems is the product solving and how is that benefiting you?
Streamlining Support
Excellent Zendesk Support
What do you like best about the product?
The in-depth knowledge base and ease of locating additional assistance when needed.
What do you dislike about the product?
There are various suggestions that have been reported regarding reporting functionality that I would like to see incorporated.
What problems is the product solving and how is that benefiting you?
Generally reporting problems.
Very user friendly system
What do you like best about the product?
The call tracking and reporting ability to be able to gauge the performance of your team
What do you dislike about the product?
The inability to close satisfaction ratings requests that fail, currently they stay in a loop unless you disable the trigger and solve.
What problems is the product solving and how is that benefiting you?
Solving the time difference between when customers contact us and the time it takes us to reply.
Understanding this has led to an increase in our effeciency
Understanding this has led to an increase in our effeciency
Zendesk gives you everything you need, and more, to deliver a great customer support experience
What do you like best about the product?
Having everything available in a single, integrated package.
What do you dislike about the product?
There are times when you would like to pick and choose what you want to add for your account/certain agents. But the way it's structured it's all or nothing.
What problems is the product solving and how is that benefiting you?
We use Zendesk to communicate with customers and internal over a long and complicated customer journey. Being able to do that easily and consistently is really helpful.
Love it!
What do you like best about the product?
There are so many ways to customize to fit how my teams need to work independently and together.
What do you dislike about the product?
When it comes to light customization, the learning curve increases substantially. It would be nice if it were possible to pay a slight premium included in our suite price that would provide a certain amount of assistance with account maintenance, upgrading workflows, development, etc.
What problems is the product solving and how is that benefiting you?
We now have in-depth knowledge of what's going amongst all teams, better insight into product issues and trends, etc. We have enough visibility that we were able to allow agents to work remotely full time.
Recommendations to others considering the product:
Easy to set up with a small team, but I'd highly recommend working with some integrators to make sure you build a solid foundation.
Very User Intuitive
What do you like best about the product?
Very easy to use. I picked up using this application quickly. I have used this as an admin and as an end user in my role.
What do you dislike about the product?
It would be ideal if the SFDC integration was a bit more robust. My prior company used SFDC for support cases, and it was nice to have all of the account information and cases in one place. Having to toggle back and forth between the two is not ideal.
What problems is the product solving and how is that benefiting you?
Viewing customer support cases and working with our support engineering team.
great product
What do you like best about the product?
The omnichannel functions. the possibility to integrate and configure the product as you please
What do you dislike about the product?
there isn't actually any dislikes.. i worked with it for sooo long, that i forgot what i disliked and just made it a habit.
What problems is the product solving and how is that benefiting you?
Support inquiries for our product. Benefits is that everyone are working in the same product, therefore easy to learn new agents.
Make supporting your customers easy!
What do you like best about the product?
Zendesk provides all the tools you need and it's easy to understand how to integrate them.
What do you dislike about the product?
For now, you can only start a live chat when you set your profile to English (US) if you need assistance to set up your account.
What problems is the product solving and how is that benefiting you?
Tickets / questions of customers all in 1 place.
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