Zendesk Suite
ZendeskExternal reviews
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The chat feature was quick at most a 5 minutes
What do you like best about the product?
The chat feature as well as allowing zendesk suport access to zendesk for a period of time.
What do you dislike about the product?
I didn't like that there was not much of a warning when implementing a new tool or feature was being switched up.
What problems is the product solving and how is that benefiting you?
It's quick that's a plus. I can just hop on the chat and ask my question. You do have to be very clear in describing what the issue is. So for people who don't know that can be an issue.
ZD clutch with the NaN bug
What do you like best about the product?
I was very impressed with Blanca's empathy and how they kept me updated on the status of the NaN bug. Top tier support which I do appreciate.
What do you dislike about the product?
I have nothing to complain about in regards to the stellar service I received.
What problems is the product solving and how is that benefiting you?
It was a bug where it showed NaN for Play Mode. As my employer uses play mode, it was very important to see what my tickets assigned were currently on my inbox.
So far, so good
What do you like best about the product?
I'm new to Zendesk and found it easy to use and learn. It's a powerful tool with endless possibilities for you to work with.
What do you dislike about the product?
Sometimes, you're not able to configure settings the way you want to. Zendesk help takes a while to resolve tickets as well.
What problems is the product solving and how is that benefiting you?
Enables our people to serve our customers.
Long Time User
What do you like best about the product?
I like the localization of tools and utilizing the agent workspace for my agents.
What do you dislike about the product?
Explore. There are many limitations of what I can and can't pull down from our Zendesk instance within the Explore tool.
What problems is the product solving and how is that benefiting you?
We are solving for the rate of communication with government representatives. The automation and APIs are incredibly useful in accomplishing our goals.
An amazing suite for customer relation
What do you like best about the product?
Zendesk Suite is a complete solution. Support has a friendly and efficient ticket system; Zendesk Chat works well together with Support. Their knowledge base (called Guide) is simple and powerful, and Gather (their forum system) plays nicely with Guide. Sunshine for AWS integration, Explore for reports, the suite is a complete solution for small and big companies. Their docs for implementation and development are huge, and they have an excellent training site.
What do you dislike about the product?
The learning curve is complex for beginners, so the company has to invest in education inside Zendesk Training. But the documentation is growing day by day, and their support for developers is fast and attentive.
What problems is the product solving and how is that benefiting you?
My company and I are using Zendesk for solving complex challenges for our big clients, and we are delighted with it! We are using WhatsApp and Chatbot implementation inside Zendesk for more efficient conversations, many business roles for a very smooth flow for support agents, and be more efficient for their customers.
Recommendations to others considering the product:
It is an incredible Suite for Customer Relationships.
Zendesk Support Is very user friendly and timely.
What do you like best about the product?
It is very easy to find a customer's past transactions with us which is so helpful.
What do you dislike about the product?
Merging multiple tickets at one time would be most helpful.
What problems is the product solving and how is that benefiting you?
Customer Service Support
IT is easy to find other instances with the same customer and/or the same issue.
IT is easy to find other instances with the same customer and/or the same issue.
I like Zendesk a Lot
What do you like best about the product?
Man, the ability to tag and create insights is an incredibly useful tool. I can't think of a decision we've made as a team without consulting our Explore dashboards.
What do you dislike about the product?
There are specific features that have long been requested for Help Centres that remain unworked on. Crossposting articles to multiple sections would be one of the most beneficial tools to help our users, but forum comments about this use hacky coding and date back several years. Would love to see the addition of this feature!
What problems is the product solving and how is that benefiting you?
We're able to help our users faster than ever before. Our first response time and average requester wait time have greatly decreased thanks to the insights we've been using.
Zendesk offers all of the tools you need to make the most out of your support offerings.
What do you like best about the product?
The plethora of support available through both peer boards and official articles made it really easy to get our environment deployed and transferred. The ability to integrate 3rd party apps to fill in any organization-specific needs allows us to maintain flexibility and ensure that new initiatives can be undertaken with peace of mind. One of the most significant benefits to our organization is definitely the assurance that our environment is secure and compliant with any regulations, allowing us to work freely and confidently.
What do you dislike about the product?
One of its biggest benefits leads to one of its biggest flaws. Though the apps are great, I feel like it allows Zendesk to skirt around the implementation of necessary feature updates by simply pushing the usage of a third-party app from their marketplace, usually resulting in unnecessary costs incurred by the organization. The lack of survey flexibility is also a frustrating, unnecessary hoop to jump through.
What problems is the product solving and how is that benefiting you?
We are a very short-staffed organization. Zendesk allows us the opportunity to organize and prioritize requests as they come in to make sure that our end-users get the best experience possible.
Recommendations to others considering the product:
If you need something really basic, Zendesk might not be what you're looking for. However, if you're looking for a feature-rich environment, Zendesk is definitely the solution for you!
Highly customizable help desk system
What do you like best about the product?
ZenDesk support suite has given our organization great visibility into the work our support team is doing.
What do you dislike about the product?
The support team at ZenDesk isn't very responsive and difficult to get on calls
What problems is the product solving and how is that benefiting you?
The Salesforce ZenDesk integration has been very challenging. We highly leverage the custom ticket fields and forms to track types of requests, product feedback and use the data to guide our product roadmap
Quick and accommodating!
What do you like best about the product?
The CHAT feature in my account made reaching out to support super easy.
What do you dislike about the product?
I don't like having to create a new account in the help desk. I can't manage MORE usernames and passwords. I need it all to be integrated. That is why I love your chat feature within the SELL app. Thanks.
What problems is the product solving and how is that benefiting you?
I needed to increase my email broadcast limit. The support team helped me in a snap. They created a ticket for me and gave me just the right limit increase. Thanks.
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