Zendesk Suite
ZendeskExternal reviews
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Easiest CRM Tool in the Market. Simple and efficient User Interface
What do you like best about the product?
I love the newly implemented Unified Workspace where it makes it very easy for my support team to look at all the previous interactions with the users accounting for multiple support channels at once. Before agents would need to check multiple tickets to find out the history of the customer interactions.
Another feature that my team loves is knowing when other agents/users are actively looking at a ticket. We could then collaborate via instant messaging in case we have questions.
Another feature that my team loves is knowing when other agents/users are actively looking at a ticket. We could then collaborate via instant messaging in case we have questions.
What do you dislike about the product?
The Zendesk Explore reporting tool was launched, but it changed drastically how the metrics are calculated compared to Insights. We are several months since it was introduced and some of the reports are still being adjusted for these changes. I wish the Insights functionality would have been left on the user's choice to gradually migrate reports over.
Another thing that we do not like is the inability to refresh datasets on demand. When building reports we need to wait for 1 hour to check how the reports are performing.
Being an Enterprise user, we recently came across the issue of the sandbox limitations. We think have only one Sandbox active at a time limits our development abilities.
Another thing that we do not like is the inability to refresh datasets on demand. When building reports we need to wait for 1 hour to check how the reports are performing.
Being an Enterprise user, we recently came across the issue of the sandbox limitations. We think have only one Sandbox active at a time limits our development abilities.
What problems is the product solving and how is that benefiting you?
Real-time customer support channels for end-user products.
The main benefit we realize is the simple UI and reliability of the product. Also, the features configuration (like Chat and Talk) are very straightforward.
The main benefit we realize is the simple UI and reliability of the product. Also, the features configuration (like Chat and Talk) are very straightforward.
Super user friendly, quick customer support & amazing features.
What do you like best about the product?
Being able to automate processes and speed up customer support. Macro's really save a lot of time and speed up resolution rates for almost every query we process. It's also quite easy to amend settings, change agent access and update customer information. We haven'r connected our database using the API yet but it's very simple to upload a CSV file to bulk upload customer data.
What do you dislike about the product?
The design could be a little better. I hate the fact the some marketplace apps say they are free but they're actually just trials, that's not free. It's misleading. I'd like more customisation features when sending emails to customers, sometimes pictures don't load properly or at all, it's a bit frustrating if you're trying to show a customer how to complete an action in the app without screenshots.
What problems is the product solving and how is that benefiting you?
All customer support queries. We're able to keep track of all queries and complaints, take calls and handle social media accounts too. Being able to seperate queries into queues and assign to different agents and groups really help me manage my teams from a workflow perspective.
Recommendations to others considering the product:
Give it a try, I previously used Salesforce to manage support queries and Zendesk is much better.
Great support
What do you like best about the product?
Extremely polite and helpful. I didn't have to wait long for an answer
What do you dislike about the product?
I have not encountered anything at this point.
What problems is the product solving and how is that benefiting you?
I was getting help with my leads and deals, I love the fact I can just do a quick chat with support and continue with my day.
Recommendations to others considering the product:
I love that they help you with any issue but also send you links to how you can help yourself with instructions
Zendesk - a very comprehensive package for support
What do you like best about the product?
Great customization flexibility in most cases, like for instance the shopify templating language "liquid markup" for mails etc.
Very reliable and dependable
Good customer service for the product
Very reliable and dependable
Good customer service for the product
What do you dislike about the product?
There are some inconsistencies in the product that are hard to overcome:
- Account welcome mail for a new user: the Account name, not the user's Brand name is included in the message, and it cannot be configured.
- Some mail templates are not customizable
Triggers are great in general, but sometimes, their execution logic is less straight forward than Zendesk would make you believe.
- Account welcome mail for a new user: the Account name, not the user's Brand name is included in the message, and it cannot be configured.
- Some mail templates are not customizable
Triggers are great in general, but sometimes, their execution logic is less straight forward than Zendesk would make you believe.
What problems is the product solving and how is that benefiting you?
We use Zendesk for both self-service (Help Center / Guide) and ticketing support (Support and Chat).
We have achieved a high level of self service of the customers and also a high throughput in ticketing.
We integrated with various 3rd party systems, mainly via e-mail.
We have achieved a high level of self service of the customers and also a high throughput in ticketing.
We integrated with various 3rd party systems, mainly via e-mail.
Zendesk is amazing
What do you like best about the product?
I personally like that it gives me flexibility and I can set up automation, triggers, views and much more! I like the options the platform provides to for creating your own views, triggers, SLAs and all of it have a pretty good and easy User Interface. You do not need to be a devOps engineer to set these up. I also like the option in having call, chat, tickets all in 1 single view for our support agents.
What do you dislike about the product?
The requests from End Users in the support portal are not taken seriously enough. I saw a lot of features that might have been handy for our Company also but it was just not considered important for Zendesk. I also dislike the lack of customization for the Log In page. I understand that it is a security concern but it would wonderful if Zendesk could work around it and find a solution.
What problems is the product solving and how is that benefiting you?
Ticket routing to groups and individuals. Ticket forms for a general information from the start. Chat and call being in the same view for agents is a huge plus. The recording capabilities for phonecalls and the mapping of callers and automatic ticket opening is a huge plus. The Guide is something our company was craving for for a long time now. Our agents work a lot with 3rd party vendors and having all those conversations attached to tickets with Side Conversations is a must have and big game changer for us.
Recommendations to others considering the product:
Just take the time, find the best plan for your company and start playing around with it. It gives you so many options that all you need to create an amazing support experience for your clients is imagination.
Easy to use
What do you like best about the product?
easy to use and collect data from Zendesk
What do you dislike about the product?
IG and Youtube is still now available yet
What problems is the product solving and how is that benefiting you?
response all Facebook, Twitter, email, help desk and blog interaction
Recommendations to others considering the product:
For every brands that use email, blog or help widget, i recommended Zendesk.
Good multichannel tool
What do you like best about the product?
Gathers all information to one place to make customer services job easy.
What do you dislike about the product?
Some product improvements are not very easy to go through even though they get a lot of support from community.
What problems is the product solving and how is that benefiting you?
We are taking care of customer service tasks and also handling our communication for product suppliers via Zendesk. It's easy to know what to do next and all the information is in one place
Zendesk x Shipping Department
What do you like best about the product?
Zendesk allows us to get instant report through live-chat, which was super helpful when we started. Different Auto-responses are also set-up depending the email. Automations are a great help!
What do you dislike about the product?
Not a fan of the price, it is a bit too expensive for start up companies. There should be a plan for start up companies
What problems is the product solving and how is that benefiting you?
Our Auto-responses for our customers in the Shipping department
Amazing workspace, with easy addon functionality
What do you like best about the product?
I love how the whole Zendesk suite works together seamlessly and even allows for addon applications to simplify different functions such as media playback and messaging alternatives. Zendesk also smoothes the transition from different pages, like the help center to the forums, etc.
What do you dislike about the product?
There are a few things that don't work too well or are missing, such as a built-in media viewer for different file extensions. The UI/UX could be a little more pleasing, especially with a dark mode. Altogether, I think the whole system looks decent, but a few more options to customize it would make it feel more inviting.
What problems is the product solving and how is that benefiting you?
It is a lot easier to message customers with the workspace than it is with a lot of other ticketing systems, especially with direct emails instead of requiring sign-in by customers. A lot of customers who aren't too tech-savvy are still able to keep in contact via their email inbox.
Zendesk Support
What do you like best about the product?
Easy to learn and use. Good knowledge base.
What do you dislike about the product?
I wish we could have more flexibility on the licensing model. Not all of our agents require the same. Easier integrations with other platforms.
What problems is the product solving and how is that benefiting you?
Managing our support backlog.
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