Zendesk Suite
ZendeskExternal reviews
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Ease in changes
What do you like best about the product?
Because when I needed to modify the route, it worked. It is extremely versatile.
What do you dislike about the product?
Trainings and very few immersions mainly in Latin America. Community is a bit weak.
What problems is the product solving and how is that benefiting you?
Faster contact return. Centralize contact and measure.
Implementing Best In Class Support
What do you like best about the product?
As a Premier Implementation Partner and Certified Zendesk Solutions Architect, I've been a part of more than 200 Zendesk implementations / deployments. I've seen first hand the benefit of using a ticketing system over a shared inbox to help the flow of information, and having all of your communications in one spot definitely can help with agent efficiency. As Zendesk continues to evolve the product with new AI offerings and acquisitions, they continue to strike the balance of ease of use while innovating to meet their customer needs.
What do you dislike about the product?
Customers that attempt to use Zendesk as their primary customer database oftentimes need to take additional measures to keep user data in sync with other systems. For example, one user might have multiple records for various phone numbers and email addresses, and form submisssions that ask for phone numbers don't automatically tie that information back to the end-user profile. Data in the reporting tool is primarily focused on robust ticket information vs extracting data associated with non-ticketed users.
What problems is the product solving and how is that benefiting you?
Zendesk offers a complete end-to-end service solution for Customer Experience. From deflection and self-service, to intelligent triage and routing, Zendesk scales to meet businesses where they are with easy low-code, no-code offerings that allow small businesses to activate quickly, while still providing a strong foundation for enterprise models.
A game changer!
What do you like best about the product?
Ultimate AI is going to allow us to streamline our customer service department, becoming much more effiecnt. Handle times are way down, and customer satisfaction up. It's a win-win. Their support teams are first class, and always offer quick, effective and friendly support.
The onboarding process made for easy implementation and we were able to seemlessly integrate into our current customer support platforms.
10/10, would recommend.
The onboarding process made for easy implementation and we were able to seemlessly integrate into our current customer support platforms.
10/10, would recommend.
What do you dislike about the product?
Some intent templates could be a useful starting point for common questions/problems across multiple companies and services.
What problems is the product solving and how is that benefiting you?
Ultimate is helping us become more effient and deliever faster, better results to our customers.
Awesome and amazing
What do you like best about the product?
What I like best about Zendesk Support Suite is how it brings all customer conversations into one place. It’s easy to use, helps me stay organized, and improves response time.
What do you dislike about the product?
Maybe giving some more details about agent performance
What problems is the product solving and how is that benefiting you?
It helps me keep all customer conversations in one place, so I don’t miss anything. It’s made handling support much smoother and faster for me.
Tracking changes and modifications
What do you like best about the product?
The ability to track my assets and who I assign them two when setting up a new customer is very nice.
What do you dislike about the product?
Its hard to search for certain words or phrases when looking for an old ticket.
What problems is the product solving and how is that benefiting you?
I am able to see who contiously has the same or similar issues.
It's excellent to manage support queries.
What do you like best about the product?
I like the interface of Zendesk, and it's very easy to understand and implement with other software. We are able to efficiently manage the customers' queries that we get. We are using it as our primary support software and use it regularly. I like how we can use different statuses for the tickets created in Zendesk, and tagging fields are also very helpful to sort out the queries.
What do you dislike about the product?
Sometimes, it gets stuck at loading; however, zendesk support team was able to help us in resolving the same.
What problems is the product solving and how is that benefiting you?
It's providing as entire customer service solutions.
Good for big and small organizations
What do you like best about the product?
The biggest thing for me was the ease of implementation. We are a small business (55+ staff) and needed a solution for our external customers and interal staff use. Zendesk seems to fit the bill and was up and running with miminal fuss. I really like the ease of use. You can make the implementation as big and complex or as small and simple as you like.
What do you dislike about the product?
The biggest draw back for me is that agents can't open an attached file from the ticket page. If you click on the attachement it immediately downloads. That confuses my agents. When right clicking on an attachment there is no option to "view" or "open with." This is a really big disappointment to my staff. Additionally, I don't like the fact you can't just create folders to organize your Macros in. You have to include the name of the fold in the name of the macro and separate them with a double colon such as foldername::macroname.
What problems is the product solving and how is that benefiting you?
We used to do internal IT support via chat and things quickly could get lost in the mix. Additionally we used email to service external customers. Again easy for things to get dropped and the email client was often over burdened and slowed by the shared mailboxes. Zendesk helped eliminate both of these issues.
Makes my job so easy!
What do you like best about the product?
There is nothing not to like about Zendesk. It makes my job so much easier and I am able to give guests the quality customer service that they deserve. This is the second company I have worked for and I have been there since the start of our use with Zendesk at both. I can't recommend it enough! It is super easy to set up and maintain. The webinars and training have both been an added bonus and contain great information. I am looking forward to growing with Zendesk as our business needs grow.
What do you dislike about the product?
There are NO downsides for me. It has made my job 100% better. We have expanded its use to IT, HR, and Procurement. Everyone is happy with it and it's been easy for new users to learn. Having previous Zendesk experience in my previous role has allowed me to show other departments what they can accomplish for their own needs.
What problems is the product solving and how is that benefiting you?
We used to handle customer support strictly through email & spreadsheets and it was a nightmare. We can track a complaint from the first contact by the customer all the way through to the resolution at the store. We can track our recovery gift cards and have an accurate reporting of them each week. We have integrated with Shopify and it has helped with customer questions.
Customer Service Made Simple!
What do you like best about the product?
We are able to answer and solve so many more problems by using Zendesk Support. We were operating off of email inquiries only and our customer service team was constantly playing catch up. Now the questions are quickly answered and better yet we have a way to track and keep tabs on all communication!
What do you dislike about the product?
It would be nice if light agents had a little more power to work with tickets. Especially if tickets are just internal between agents and light agents, if the light agent could at least mark it as solved that would be helpful.
What problems is the product solving and how is that benefiting you?
We have a large client base but a relatively small customer service team. We were using shared inboxes previoulsy and it was a mess. Now we can see who is answering tickets the fastest, how satisfied our clients are, and we are able to solve so many more issues much more quickly than we were before.
ALL IN ONE HUB
What do you like best about the product?
The capability to see in real-time any updates to tickets that are being worked on by multiple departments at the same time. Another positive takeaway is that Zendesk tickets will keep a running event history of any status changes, reassignments, and the person submitting the change.
What do you dislike about the product?
A person can be listed in multiple different queues within Zendesk. This causes confusion if the wrong queue was chosen because the assignee was listed multiple times. This can cause delays in response time
What problems is the product solving and how is that benefiting you?
I use Zendesk every day for solving customer issues, communicating between departments, keeping track of productivity time, department-specific queues
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