Zendesk Suite
ZendeskExternal reviews
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Great tool for larger support teams
What do you like best about the product?
Simplicity in automation and triggers and the ability to scale my team
What do you dislike about the product?
lacking more advanced UI driven automation and trigger development
What problems is the product solving and how is that benefiting you?
Managing monitoring and support tickets for internal and customer facing interactions
Clunky, limited onboarding and support experience despite being a customer support solution
What do you like best about the product?
Multiple integration points with many third party apps and having an open marketplace.
What do you dislike about the product?
Old features are still mixed in (e.g. chat) with the new features. It was confusing for my team to implement as a first-timer. We had an account exec who onboarded us but still leaving us cold for key issues that we haven't solved. Knowledge base articles cannot be assigned to multiple sections without doing lines of code. Last I checked, other users have been requesting the same feature since 5 years ago! And Zendesk still hasn't worked on it.. This is how you lose customers.
What problems is the product solving and how is that benefiting you?
Customer support. Not much benefit accrued from the value proposition communicated.
Recommendations to others considering the product:
None. There are better solutions. I wish we didn't pursue this.
Many possibilities!
What do you like best about the product?
The tool offers so much for us to personalize in all aspects, Zendesk Explore is such an incredible tool, i'm truly in love with it. You can create dashboards from scratch to a fully personalized presentation of all metrics from the support team, it's possible to have on-hand details on almost all results from the team and you can make it pretty with the customization tool, you can change logo, colors, font, board locations. It is indeed really neat. Zendesk Guide is also another great tool, allowing full template customization so you can give a really special and unique experience to yout customer, and if you intrgrate it with Zendesk Support and Chat you can resolve your customer doubts without him even opening a ticket, because the integrated systems searches into your database the customer doubts before him start the contact: "self serve support", allowing for scaling the operation without having to hire new agents for the job.
What do you dislike about the product?
Curiously, Zendesk's support is not as great as one would imagine since it's a support platform, we have many bugs using the Chat tool specifically and Zendesk's support usually brushes it off, saying the problem is in the agent's machine event with all the requirements for a good use of the platform has been met and with all the tests they usually ask us to do have been done. They ask us for the HAR file so they can annalyze de bug, but i'm pretty sure they don't even open them, because we have constant problems with the chat notifications, with different agents, on different navigators and the answer from the support is usually: "we looked into it and we found nothing", but our agents keep getting shut off from the system because the new chat notificatoin didn't went off. And the new chat to contact Zendesk's support is really slow on starting the service, i oftten wait hours and hours being the first on lin for the support but the line never moves.
What problems is the product solving and how is that benefiting you?
Zendesk helps to understand how the customers uses our platform, what troubles they usually have, how they use our platform and how they see it. To help our customers using the tool and to even sell packages of our product, since the live chat widget allows fast response and increasing the chances of the customer actually buying what we are offering.
It helped to understand better how well the team answers our customers, how fast, if we need to increase or decrease staff, working hours, guides on the Help Center and even what kind of bugs the customers usually find when using our tool. With a good customer suppots it is shown the the churn statistics are greatly decreased because of the help it's possible to offer for the clientes, and the
It helped to understand better how well the team answers our customers, how fast, if we need to increase or decrease staff, working hours, guides on the Help Center and even what kind of bugs the customers usually find when using our tool. With a good customer suppots it is shown the the churn statistics are greatly decreased because of the help it's possible to offer for the clientes, and the
Recommendations to others considering the product:
Do the Zendek's Training programs, and they have a bunch of free, very, very useful, and insightful courses that give you in-depth knowledge of everything that is available for you to do with Zendesk, remember the live chat option, it is really useful when everything is down or when you can't find the answer on Zendesk's Help desk. But the courses aren't all that you need, i also recommend doing a brief reading on the most important article on theis Help Desk
Great Product
What do you like best about the product?
Zendesk Support Suite has a lot of great feaures. It's very configurable and easy to use.
What do you dislike about the product?
I wish the admin interface were more unified, not just per product.
What problems is the product solving and how is that benefiting you?
Great for keeping track of cases, SLAs, etc. Also, I like the skills-based routing and escalation options.
Zendesk is a good platform for managing tasks and tickets
What do you like best about the product?
I like the clear view of tickets and customisable views to suite our buiness
What do you dislike about the product?
I find that being unable to edit notes in tickets can make for messy ticket feeds & not being able to pin a note to the top can make it challenging to find a status of a ticket
What problems is the product solving and how is that benefiting you?
We use it as an IT MSP to resolve our customers issues with their pc's
Excellent Support
What do you like best about the product?
All queries are attended to and followed up emails and reminders to ensure customer satisfaction
What do you dislike about the product?
Some of the status queries are uncustomisable
What problems is the product solving and how is that benefiting you?
Having all client issues in one place and tracking history and time to resolve and agent responsible for each issue
Complicated, inaccessible, lacks UX designer.
What do you like best about the product?
ZD talk: easy to use, better than google voice. Love that the phonecall is automatically recorded and ticket is automatically generated.
What do you dislike about the product?
It is an incredibly inaccessible tool. The language is geared towards those in the tech space, and not customer service reps. I find that a majority of the tool is self-serve and self customizable. Which does not really matter if it is difficult and time-consuming to create customizations. ZD needs better UX - please hire a UX designer that focuses on accessibility. This goes beyond the inaccessible light gray text, low contrast, or confusing terms. Do research that involves actual customer support representatives to make the tool more useful to those who use it. Make the 'articles' you provide easier to follow along with and more readable. If not, put more tech-savvy individuals on the support team.
What problems is the product solving and how is that benefiting you?
- Lack of attention to UX is a huge issue with this tool
- Needs more clear language
- Support team lacks technical experience: I often solve my own issues in the time that it takes for ZD to even understand my question. If this was a free service, that would be acceptable. It is not acceptable for a paid service.
- Articles are difficult to follow along with
- It is incredibly difficult to create automation, triggers, and views.
- It is difficult to sort through your own emails and prioritize effectively
Benefits:
- Fonts are clear and easy to read
- ZD talk is easy to use and has improved our overall customer experience.
- Chat integration (while difficult to set up) has been useful and improved our customer experience.
- Putting tickets into new, open, pending, and solved has helped me prioritize better than traditional Gmail.
- Needs more clear language
- Support team lacks technical experience: I often solve my own issues in the time that it takes for ZD to even understand my question. If this was a free service, that would be acceptable. It is not acceptable for a paid service.
- Articles are difficult to follow along with
- It is incredibly difficult to create automation, triggers, and views.
- It is difficult to sort through your own emails and prioritize effectively
Benefits:
- Fonts are clear and easy to read
- ZD talk is easy to use and has improved our overall customer experience.
- Chat integration (while difficult to set up) has been useful and improved our customer experience.
- Putting tickets into new, open, pending, and solved has helped me prioritize better than traditional Gmail.
Recommendations to others considering the product:
Look at other options if you do not have a great deal of time to set up and use this tool, much less train, other representatives, to use it. We have continued to use it because it feels like somewhat of both a sunk cost and what is the industry standard, and we will switch if we continue to not receive what we pay for. Our experience has gotten better as we have used the tool, but I would not recommend ZD.
Zendesk is extremely user friendly.
What do you like best about the product?
The turnaround times for support is unmatched.
What do you dislike about the product?
Because Ive grown accustomed to utilizing the suite, I cant think of many downsides. One I'd say is the update that populates ever so often.
What problems is the product solving and how is that benefiting you?
Assisting Customers
Recommendations to others considering the product:
Give it a fair try. The support team is there for any questions or concerns you may have.
Zendesk Guide relaunch
What do you like best about the product?
Amazing knowledgeable and well-trained support team. We had an issue whereby our existing Help page needed to be updated but due to a previous Product Owners actions of using customised code, we could not apply any updates. We thought this would be a difficult issue needing a third party and costed resolution. Within moments, I was provided with superb support and confidence in knowing I could use the Zendesk Supported Copenhagen scheme and that it copied across all of the data from our existing site into the new scheme! Massive relief, a wealth of time and cost saved!
What do you dislike about the product?
The ability to quickly capture User login details for Audit purposes. I currently use the reporting tool to extract all users within a dated period then need to manually amend the JSON into a useable format. We are going to use an API going forwards but this is my only issue.
What problems is the product solving and how is that benefiting you?
The ability to have tickets stored in a single platform, Zendesk is brilliant!
Recommendations to others considering the product:
Go for it! Once up and running and with a good understanding of processes and Admin functions, you wont go back!
Great interface for managing users!
What do you like best about the product?
The support I receive. Very dedicated support agents which is something I personally extremely value.
What do you dislike about the product?
There are several limitations as far as the SDK, which requires external partnership.
What problems is the product solving and how is that benefiting you?
Service and technical mostly.
Automation and triggers make everything easier.
Automation and triggers make everything easier.
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