Zendesk Suite
ZendeskExternal reviews
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Lots of options, hard to find them though
What do you like best about the product?
All the information you can obtain from "explore"
What do you dislike about the product?
It's not user friendly, and sometimes it gets very hard to create certain things, especially when you user "Explore". Also, for "Explore", there's no "undo" button, which I believe it is necessary.
What problems is the product solving and how is that benefiting you?
As a support agent, I solve issues our clients might have
Useful ticketing system with great support
What do you like best about the product?
The Zendesk help center had great articles as well as the ability for other users to post their findings. This was very helpful for setting up workflows and running reports. When we couldn't find our answers in those resources, our account managers were very helpful and very responsive.
What do you dislike about the product?
Ultimately we needed to move to a more omnichannel CRM as we needed more of a timeline view. To have done this in Zendesk would have required more work than we were willing to do. We were also needing a more robust internal knowledge base, which we were not able to really get working.
What problems is the product solving and how is that benefiting you?
Zendesk did help us create the capability to track our agents production and how many interactions they were having per day.
Solid on the basics, but without the deeper customizations one may want.
What do you like best about the product?
While Zendesk is cheap, compared to many of its competitors, and is generally bug-free, the quality is stagnant.
There is a wide selection of powerful Addons. They are also usually free, or quite affordable.
There is a wide selection of powerful Addons. They are also usually free, or quite affordable.
What do you dislike about the product?
1. The inability to do many, many of the customizations & tweaks that we need or want.
2. The support has fallen into the toilet. It used to be that you could quickly get a hold of someone in their support area. Now you will be waiting hours or DAYS to get a solution to any problem.
3. Their new default system is extraordinarily clunky and behaves like a chat system. All of their new improvements *only* go to this awful, chat-first system.
4. They routinely cut old features that you may have become dependent on.
2. The support has fallen into the toilet. It used to be that you could quickly get a hold of someone in their support area. Now you will be waiting hours or DAYS to get a solution to any problem.
3. Their new default system is extraordinarily clunky and behaves like a chat system. All of their new improvements *only* go to this awful, chat-first system.
4. They routinely cut old features that you may have become dependent on.
What problems is the product solving and how is that benefiting you?
We utilize Zendesk for our Customer support system. It does an adequate job, though it requires constant attention and tweaking due to its constant changes.
Good tracking & reports.
Good tracking & reports.
Recommendations to others considering the product:
Basic, but it gets the job done. Mostly at any rate; just don't expect much help if you run into issues.
zendesk chat is great as an interactive platform with our customers however......
What do you like best about the product?
The ease of setting up agents and shortcuts, seeing where the customer is moving on our website etc.
What do you dislike about the product?
The contortions i have to go through to get a person on chat, and there is no phone number to call and get a quick answer as well. it feels very much like zendesk doesn't want to interact with their customers.
What problems is the product solving and how is that benefiting you?
i wanted to add an agent but it was for a remote CS dept that had multiple people and they wanted only one email associated with them covering our chat, and there is now way to have more than one person on that email chat at a time. it took 4 visites to chat admin to find someone to help, and they were under billing.
the second issue was the zendesk platform crashing last night and there were no alerts on our account and i had an employee covering chat and they were very upset about the crash. I was able to contact someone in this case and get an answer.
I just have to say that your chat bot is horrible, it never answers my questions and i always have to dig to find a chat on zendesk that can help. It a big waste of time for me and my employees.
the second issue was the zendesk platform crashing last night and there were no alerts on our account and i had an employee covering chat and they were very upset about the crash. I was able to contact someone in this case and get an answer.
I just have to say that your chat bot is horrible, it never answers my questions and i always have to dig to find a chat on zendesk that can help. It a big waste of time for me and my employees.
Recommendations to others considering the product:
use the free month offer to make sure of what you need and don't need on the whole zendesk platform.
User friendly interface
What do you like best about the product?
The interface is quite minimalistic and user friendly compared to some other support software. This makes the experience for the end user more approachable. Being able to easily customise forms for different product/needs is great
What do you dislike about the product?
Reporting capabilities can be quite complex and tricky to achieve desired results without a good grasp of how things work in the background and what it's limitations are.
What problems is the product solving and how is that benefiting you?
Having ticket references and all the communication in a central location makes it easy for our customers and us to refer to particular issues. Zendesk guide allows us to publish knowledge base articles so our customers can find answers to some queries without having to log a ticket with us.
Easy to use for lower level professionals
What do you like best about the product?
The Zendesk support suite is excellent to use for somewhat experienced individuals who are capable of finding support across multiple channels within the network, as well as providing frequently asked questions to support candidates to find answers before start.
What do you dislike about the product?
The application is challenging to find one option without being routed to other websites when wanting to compare.
What problems is the product solving and how is that benefiting you?
Zendesk opens a multiple variety organizational application to cross reference and use at once.
Not bad
What do you like best about the product?
I like how it makes it easy to classify tickets depending on the teams that should handle them. Also, like that it's user-friendly. I trained on it for less than an hour and had everything up and running. I also like the fact that there are Macros that the agents can use to uniformly respond to customers.
What do you dislike about the product?
So far, I haven't had any problem with Zendesk
What problems is the product solving and how is that benefiting you?
I am a customer service representative, so I use Zendesk for ticketing, responding to customer's needs and complaints, as per the clients' specifications.
Recommendations to others considering the product:
I would highly recommend Zendesk for anyone looking to have effective management of tickets, especially those in the customer service industry.
Reduces Inbound Volume
What do you like best about the product?
The dialogue builder and training center
What do you dislike about the product?
After having worked with ultimate.ai to improve the workflows, the only parts I would say are that many upcoming features are not implemented yet, such as being able to provide linked in html format for Zendesk mobile SDK.
What problems is the product solving and how is that benefiting you?
We are using ultimate.ai to catch the larger share of questions which do not require immediate human intervention to answer or solve.
It decreases our inbound volume, and successfully creates follow-up tickets which we can process as time allows. With weekly time and attention, the bot is continuously improving.
It decreases our inbound volume, and successfully creates follow-up tickets which we can process as time allows. With weekly time and attention, the bot is continuously improving.
Adam MH's Zendesk Support Review
What do you like best about the product?
The community tends to agree with a lot of my requests and needs
What do you dislike about the product?
Client response is usually delayed and not always helpful
What problems is the product solving and how is that benefiting you?
Client request related ones.
Experiences will differ depending on the support you need
What do you like best about the product?
Chat function allows you to post a question and continue to work without having to be on "hold".
What do you dislike about the product?
Outsourced team is the technical support team and does not create an environment where business needs can be met during business hours.
What problems is the product solving and how is that benefiting you?
Quick and easy support for some admin and user set up. General questions and small troubleshooting support.
Recommendations to others considering the product:
Check into other ZD products
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