Zendesk Suite
ZendeskExternal reviews
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Zendesk Staff is Awesome!
What do you like best about the product?
The UI is fairly user friendly, though you need to have some knowledge of how case management systems work, I feel like there may be many features I could be using, but haven't yet had the time to truly explore.
What do you dislike about the product?
When utilizing triggers and automations, I'm not sure I will ever be utilizing this to my potential just because the system is only as intuitive as the user who builds it.
What problems is the product solving and how is that benefiting you?
We were looking for a system that manages our cases with external vendors, monitors SLA committments from those vendors, and have a centralized knowledge center.
Recommendations to others considering the product:
Come prepared with exactly what your needs are for utilizing Zendesk (things you'd love to have automated, service levels, articles for knowledge center, etc).
Great tool for staying on top of customer service and managing process
What do you like best about the product?
Functionality of Macros and Triggers allows for simplifying business training and controlling processes.
What do you dislike about the product?
Limited functionality of SLAs managing for OLA type processes. I wish we could set SLAs based on internal notes as opposed to public replies, which would allow for greater functionality.
What problems is the product solving and how is that benefiting you?
Bringing everyones email inboxes into a joined tool. This allows for visibility to diagnose breaks in process, and also to share workload
Zendesk have everything and more
What do you like best about the product?
Zendesk is not only the best customer service platform. It allows the possibility to develop apps that work for the whole suite under the Zendesk Apps Tools framework. You can integrate Zendesk with the most popular social network and build automations to do the interaction before reaching your agents.
What do you dislike about the product?
We have been using Zendesk since the beginning of the company without any complaint until now. Whenever we need new features, we contact the representative assigned to us, even with the pricing.
What problems is the product solving and how is that benefiting you?
Thanks to Zendesk, we manage to integrate social networking support, so every customer that writes to us is answered within minutes. It also allows us to send CSAT surveys through the mail after every interaction so the customer can rate us.
Zendesk Support Suite: You get what you pay for
What do you like best about the product?
Everything I've needed to find has been easily located support has been helpful whenever I've needed configuration help, and the product works very well. I like the fact that it works across platforms and is easy to manage the complex in a simple way.
What do you dislike about the product?
There are some features that I'd love to see added in the future. They could do a better job at identifying timelines for features to be added.
What problems is the product solving and how is that benefiting you?
All of our internal and external support requests flow through Zendesk. It's been great to have multiple brands so we can reach our clients and internal clients in the best way possible.
Zendesk is a giant in the industry for a reason!
What do you like best about the product?
Zendesk has a clean functionality that makes it beyond easy to interact with their system interface. There is no guessing where your tickets are and who is working on them!
What do you dislike about the product?
I wish that the native Zendesk analytics system, Explore, was a little bit better. I remember the old analytics system and honestly, I liked it better than the current Explore. Running Queries is easy but the way those queries are viewed can be a bit annoying.
What problems is the product solving and how is that benefiting you?
There is nothing more centrally important than the customer. Zendesk has ALWAYS had great customer support themselves and has allowed me to interact with customers in a more meaningful way.
Clarity meets automation
What do you like best about the product?
The capability to view critical KPIs that help me access customer satisfaction and teammate bandwidth
What do you dislike about the product?
Some of the fields are very static and more often than not the solve for this is "create a trigger", instead of being able to manipulate dynamic fields without manually creating triggers/automations.
What problems is the product solving and how is that benefiting you?
I am able to see agent activity which allows me to monitor my team's bandwidth.
Zendesk help desk
What do you like best about the product?
Zendesk chat support was quick to respond to my issue and offered simple and quick resolution
What do you dislike about the product?
There are so many help articles that it is difficult to find the specific subject I'm looking for help with
What problems is the product solving and how is that benefiting you?
Managing the volume of customer inquiries coming from various sources. Zendesk keeps all customer information together in a profile, easy to see the history
Perfect support
What do you like best about the product?
I was passed to the most appropriate person to help resolve the issue (all via the chat function) and the resolution was pretty swift.
What do you dislike about the product?
I can't really fault the service based on the experiences I have had.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have a Centralised CRM with the inclusion of marketplaces (including multiple languages) with relative ease. In addition, the trial allowed us to test the demand for additional functionality such as live chat.
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.
Support has improved for Zendesk, but could still use work
What do you like best about the product?
The agent i spoke with asked lots of questions and almost immediately informed me they would go into the account to determine what was going on (using account assumption). I appreciated the initiative
What do you dislike about the product?
I find sometimes ZD agents take a very long time to reply to me. For example, they'll ask me something (ex. "when did you put this change in place?) and I'll reply ("2 weeks ago") and then it's radio silence for 5-8 mins. Usually at that point I need to prompt them ("is there anything you need clarification on?") and in these instances I'm unsure of whether they're actually looking into my account or just serving other people, but it makes me feel like just a number to the agent. It would be good for them to confirm "one moment, im looking into this, etc"
What problems is the product solving and how is that benefiting you?
Solving ad-hoc issues that google can't help me solve and can't find my answers on the ZD help center. I like it for more complicated issues that seem to be a fluke within our own system.
Recommendations to others considering the product:
Zendesk can be a really great and powerful tool, but it has it's limitations. If you happen to have someone on your team who knows ZD well, you'll probably be able to get it up and running fairly easily. However, if you have particular functions you are looking to implement (live chat, phone calls, help center, etc) I would strongly recommend researching ZD's abilities and what you get for each tier/platform before committing. I find that although ZD does its basic purpose (lets us talk to our customers), it is lacking in so many ways as well. Researching the ZD help center is often an effort in futility as I often come across articles that are old, outdated, and irrelevant. Their support has really gone downhill in the last year. If I had known that ZD support was what it was now before I signed up for ZD, I would have chosen a different CSM. Overall, ZD does what we need it to do, but I am not convinced it is the best tool for the job.
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