Zendesk Suite
ZendeskExternal reviews
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Get's the job done!
What do you like best about the product?
I really apprecaite the Apps and Integrations. With Zendesk not quite having everything a certain businesses' operations might need right out of the box, allowing others to develop Apps that solve those problems is incredibly valuable and helpful.
For example, the Tasks app is critical to our day to day operations.
For example, the Tasks app is critical to our day to day operations.
What do you dislike about the product?
The least helpful thing is probably that the skills based routing historically hasn't worked in a way that intuitively makes sense and is effective operationally. This was originally one of the selling points that lead to us choosing Zendesk, but it has never worked and the proposed enhancements to make the feature actually usable still seems to be in development.
Likewise, it is very rare that some sort of issue or usability oversight gets addressed in a timely manner, if ever.
Likewise, it is very rare that some sort of issue or usability oversight gets addressed in a timely manner, if ever.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to effectively manage our Professional Services operations (Implementation, Support, Account Management, Consulting). We have structured workflows for completing various operations and we are continuously building out new operations and refining our old ones.
Exceptional Support Experience
What do you like best about the product?
We've been using ZD for years now. We like how seamless the workspaces are. We mostly use Talk and email ticketing systems. And now with the new agent work space, it seems like there's an effort to improve overall usability, which we always appreacite.
What do you dislike about the product?
Not much to highlight here, setting up custom explore reports can become a bit tidous. It's quite complex and fidgety. I wish we could leverage templates and enhance overall usability.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving several critical problems for us. It's consolidating all our customer support tools into one platform, which has significantly increased our efficiency. We don't have to switch between different systems, saving us time and reducing errors.
Streamlining Email Tickets
What do you like best about the product?
Being able to visually prioritize and work items in order of priority. I also enjoy being able to recall tickets and run reports on the tickets we have received, worked, and/or solved.
What do you dislike about the product?
Zendesk can be tricky to get started with. There is a lot of setup involved and customizations that are not as intuitive as I'd hoped. I wish we had a dedicated representative throughout the whole user process and not just during implementation. Getting answers to things is more challenging than I'd like.
What problems is the product solving and how is that benefiting you?
We used to manage, track and work all of our 'customer' issues through a shared email box. With this it was impossible to see how many related items we had, how long it took to respond and/or resolve issues, how many issues were recurring, who our repeat offenders were, and we struggled to recall issues for accountability.
easy to implement and use with extensive self service resources
What do you like best about the product?
It was easy to figure out our implementation through all the training available and self service resources.
What do you dislike about the product?
There are some things that I wish could be customized more.
What problems is the product solving and how is that benefiting you?
1 streamlined platform that hosts all of our incoming customer service requests in one place, regardless of the source
Solid ticketing system with some limitations
What do you like best about the product?
The efficiency our team has gained in handling tickets and the automation has been the biggest benefit. The reporting tools are fantastic. So much information at our fingertips now.
What do you dislike about the product?
I'm not a fan of the messaging feature. It's confusing bouncing back and forth between live messaging and "non-live". We have had to create multiple triggers and different routing configurations to ensure agents are not just handling tickets from messaging all day rather than a mix of talk, email, and messaging.
What problems is the product solving and how is that benefiting you?
It's adding self-service for our customers as well as helping our internal support team be more efficient in handling customer tickets. The workflows and automations make the ticket management clean and easy to manage.
Great ticketing system, but of course there is still room for improvement.
What do you like best about the product?
Zendesk is our IT ticketing system at work. A few of my favorite features of Zendesk, is being able to work in one place without having to open other apps or pages. I like that we are able to build macro's for standard responses or responses for certain types of tickets we receive. Having different views is essential, especially from a manager's overview. I need different views to check on the progress of different individuals tickets. Another favorite, I dont think it's Zendesk, but a partner of Zendesk. The SweetHawk Super Suite was a great addition to our Zendesk.
What do you dislike about the product?
Since day one, the biggest complaint was the limit of 8 personal views. I was able to overcome this limitation by purchasing SweekHawk Super Suite, but I feel Zendesk should have provided another means to achieve this.
If you have multiple domains, and single sign on using one domain, you will run into issues with multiple accounts being created for the same individuals. Zendesk does not have a good way to merge all of these users and prevent the extra account creations. For some, this may not be a big deal but for us it just makes our platform cluttered.
We have different departments wanting to use different customizations. It's hard to customize each one without making changes to everyone. I'm hoping the new workspaces fixes this issue. I would also prefer the ability for end users to make their own customizations for items. I understand the need to keep a standard, but there are some things that can be put into the user's hands for them to customize based on how they like it.
I've had issues with API integrations. We had another program/company that would create "investigations" and I wanted for each "investigation" that it would create a ticket into Zendesk for us. I never got it to work, and Zendesk finally removed that type of integration. I believe it is only limited to Oauth now.
My 2nd biggest issue/complaint is the SandBox. Majority of the time the Sandbox does not work or allow me to get into it. I have to end up deleting it and recreating one. There are certain features that you cannot test in the Sandbox either. I wanted to do more testing with the ChatBot and AI, but was very limited.
If you have multiple domains, and single sign on using one domain, you will run into issues with multiple accounts being created for the same individuals. Zendesk does not have a good way to merge all of these users and prevent the extra account creations. For some, this may not be a big deal but for us it just makes our platform cluttered.
We have different departments wanting to use different customizations. It's hard to customize each one without making changes to everyone. I'm hoping the new workspaces fixes this issue. I would also prefer the ability for end users to make their own customizations for items. I understand the need to keep a standard, but there are some things that can be put into the user's hands for them to customize based on how they like it.
I've had issues with API integrations. We had another program/company that would create "investigations" and I wanted for each "investigation" that it would create a ticket into Zendesk for us. I never got it to work, and Zendesk finally removed that type of integration. I believe it is only limited to Oauth now.
My 2nd biggest issue/complaint is the SandBox. Majority of the time the Sandbox does not work or allow me to get into it. I have to end up deleting it and recreating one. There are certain features that you cannot test in the Sandbox either. I wanted to do more testing with the ChatBot and AI, but was very limited.
What problems is the product solving and how is that benefiting you?
Zendesk is adding more features to have an all-in-one place to go for customer support and helpdesk support tools. We are also able to get metrics on issues and conduct reporting on our tickets.
Pleasant Support Experience
What do you like best about the product?
Quick response-time, easy to work with, clear instructions
What do you dislike about the product?
The way the support messages flow through to email is kind of confusing in larger threads, but simple enough to figure out
What problems is the product solving and how is that benefiting you?
Platform set up - host-mapping issue
Zendesk is great to use!
What do you like best about the product?
Support gets back to you pretty quickly and gives you articles or answers your questions, straight forward. Zendesk provides a lot of training material and it's pretty easy to use!
What do you dislike about the product?
I wish that you could call Zendesk Support instead of it all being through chatbot or email. Sometimes you wonder if there are real people on the other side. On the plus side, the need for support is very rare.
What problems is the product solving and how is that benefiting you?
Before we used Zendesk, we were using a shared mailbox. It was very hard to keep track of and we had no real way of running reports or keeping track of bigger issues that were raised. Now we have a way better method and to ensure that no ticket or email is getting missed!
Great at handling the essentials, challenging to customize at times
What do you like best about the product?
Zendesk has an easy-to-use, mostly intuitive interface that makes it easy to collect the right information from customers.
What do you dislike about the product?
It is difficult to get customers to stay "in the flow" between knowledge bases and support requests. Essentially, it would be wonderful to be able to allow our customers to easily flip between a knowledge base for existing k articles and a support request function. Also, the CRM integrations are a bit limited if you don't use Zendesk Sell, so follow-up campaigns and organizing customers into preferrer heirarchies can be challenging.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to easily audit customer complaints to remain in compliace during customer audits, as well as track (at a basic level) customer health and potential churn triggers.
Great platform, easy to use
What do you like best about the product?
I love that everything you need is in one place, and intuitively set up. I set up automated chats for our website with very little instruction. And the macros feature has been a lifesaver.
What do you dislike about the product?
The only things we've ever had trouble with was connecting our customer service email address for forwarding. It wasn't a straighforward process, and took a while. But once we were able to get everything set up, it was smooth sailing.
What problems is the product solving and how is that benefiting you?
It's completely streamlined our customer service system. Exactly what we were looking for.
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