Zendesk Suite
ZendeskExternal reviews
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My experiece with a trial Zendesk Support and Sell account
What do you like best about the product?
The robust features of Zendesk support - I especially liked the custom FAQ sections that I could create.
It is also very helpful that I am able to merge all my customer interactions onto one platform, and to be able to tag different conversations with different help topics.
We have had trouble finding a platform that could manage our Business Whatsapp, business email, website based chat program as well as social media platforms - Zendesk thankfully does that all in a relatively simple and straightforward interface.
The other thing we found very helpful in this exercise was that the support team for Zendesk is very good and responsive - definitely represents the product and brand well.
It is also very helpful that I am able to merge all my customer interactions onto one platform, and to be able to tag different conversations with different help topics.
We have had trouble finding a platform that could manage our Business Whatsapp, business email, website based chat program as well as social media platforms - Zendesk thankfully does that all in a relatively simple and straightforward interface.
The other thing we found very helpful in this exercise was that the support team for Zendesk is very good and responsive - definitely represents the product and brand well.
What do you dislike about the product?
I encountered a few UI/UX bugs and website bugs - mostly to do with renewing my trial account.
When my Zendesk sell account expired, it kept auto-directing me to a subscription renewal page, even though my Zendesk Support trial was still active.
My colleagues and I find the price of extra agent accounts quite expensive, for a startup business we are struggling to justify having more than one agent per account at the moment. The price is even more daunting considering we might want to upgrade to the higher plan as well, which would mean extra cost from the plan but also the number of agents we can have on.
When my Zendesk sell account expired, it kept auto-directing me to a subscription renewal page, even though my Zendesk Support trial was still active.
My colleagues and I find the price of extra agent accounts quite expensive, for a startup business we are struggling to justify having more than one agent per account at the moment. The price is even more daunting considering we might want to upgrade to the higher plan as well, which would mean extra cost from the plan but also the number of agents we can have on.
What problems is the product solving and how is that benefiting you?
I was merging all my business's customer interface into one platform. We were facing the problem of having to manage too many different platforms.
The ability to create an interactive FAQ is great.
The ability to create tickets and tag them to specific topics is very helpful too.
The ability to create an interactive FAQ is great.
The ability to create tickets and tag them to specific topics is very helpful too.
It is good, but there are things I wish existed on the product
What do you like best about the product?
I like how it connects to multiple areas
What do you dislike about the product?
It doesn't allow for very much customization, which would be beneficial, like allowing agents to select certain chats to answer rather than having to answer in a queue.
What problems is the product solving and how is that benefiting you?
Quick responses for clients and being able to track reporting and responses has been really nice
Recommendations to others considering the product:
Decide what you want to offer, there are other competitors that offer a lot that will work well depending on what is wanted
Frustrated Start-Up
What do you like best about the product?
Visibility to all of the tickets and ability to go between tickets quickly
What do you dislike about the product?
There are a lot of capabilities but someone internally needs to do all the configuration with just articles to guide. Some of the more advanced configurations lack easy implementation.
What problems is the product solving and how is that benefiting you?
Tracking issue types is thorough and flexibility of tags allow for creative tracking.
Getting better but still has a way to go
What do you like best about the product?
Frequent product improvements show the Team are looking to improve the software. Very customisable ticket fields.
What do you dislike about the product?
Reporting (Explore) is not intuitive. Simple formatting issues such as hyperlinking not possible in Chat. Support tickets do not automatically appear in the 'Views' without manually refreshing the page.
What problems is the product solving and how is that benefiting you?
Technical support.
Recommendations to others considering the product:
Takes some time to set up. Not as user-friendly as other software such as Intercom.
Getting answer but not resolution
What do you like best about the product?
We like a resolution to each concern. There are other user who's answering my questions
What do you dislike about the product?
We don't want you always giving us the option of building API
What problems is the product solving and how is that benefiting you?
N/A
Recommendations to others considering the product:
We want to have access to communicate with ZD Developers
Zendesk is an intuitive and reliable CRM tool.
What do you like best about the product?
Zendesk is quite easy to implement and is reliable. It is able to support what we needed in our organization for providing support to our customers (mainly our employees) in the HR space. At present, we implemented to support the employees' entire life cycle from recruitment to termination and even post-termination. Zendesk has the capability to integrate with other systems like Workday through APIs, where we can manage user creation, updates, deletion, and ticket management. They also have a built-in analytics feature where we can build queries and dashboards within Zendesk, enabling us to do ticket analyses and handle SLAs to improve our customer satisfaction.
What do you dislike about the product?
The pricing is relatively high, given the limitations that Zendesk can provide, especially the licensing costs. We also experienced difficulties in reaching out to technical support. There were multiple times that the technical support would say that what we're asking for is not technically possible, but our developers were able to find the solution ourselves. Moreover, they don't have a way to support escalations whenever necessary. In managing security through user segments, the logical functions are quite limited which makes it hard for us to create complex rules.
What problems is the product solving and how is that benefiting you?
Zendesk is our ticketing platform at present. Again, it helps us connect with our employees who need assistance whenever necessary. Another feature of the software is it can host a page containing a library of helpful articles and documentation for our customers. These articles can also have secured visibility by assigning user segments allowing us to manage effectively.
Recommendations to others considering the product:
Zendesk is a good CRM platform that helps provide answers to our clients through users, tickets and article management. It is easy to implement and can connect with other systems with ease with APIs in which they provide a good amount of documentation on how to use it. Because it is deployed in the cloud, it is relatively easy to access.
Overall a good experience, not much different from other providers
What do you like best about the product?
Seeing customer support's responses that I am tagged on.
What do you dislike about the product?
Having to navigate between contacts and accounts.
What problems is the product solving and how is that benefiting you?
Recovering forgotten passwords
Fast and correct
What do you like best about the product?
It guiding agents in good and efficient way
What do you dislike about the product?
It's taking a lot of battery life of my laptop
What problems is the product solving and how is that benefiting you?
Giving better support by guiding SLA rules, automations and triggers, multi languages
Recommendations to others considering the product:
Take the time for following the right trainings
Account Manager & Support
What do you like best about the product?
I like your chat support team - most of them are great some of them need improvement. But I understand this.
What do you dislike about the product?
I have used Zendesk for over 4 years, I recommended going with Zendesk when I joined my new company and requested a quote. The AM gave us a figure and never told me that this figure will change the next month. I escalated the complaint and the complaint is yet to get a resolution.
What problems is the product solving and how is that benefiting you?
Not solving any problems, I'm using it as an inbound Help centre - I pretty much like most features and have lost to suggestions for improvement.
From NPS reporting to general Contact Centre reporting to basic routing and SKIll base routing and Social integrations are really poor experience
From NPS reporting to general Contact Centre reporting to basic routing and SKIll base routing and Social integrations are really poor experience
Some good features, but gripes too
What do you like best about the product?
I love the macro feature and the efficiencies it helps provide. With macro you can make several ticket actions, assign to an agents, group, add tags, change status, etc
I like that you can create several different views to organize different types of tickets into lists
I like that you can create several different views to organize different types of tickets into lists
What do you dislike about the product?
I can't figure out how to get my email signature to automatically be inserted into my email replies. I looked at the knowledge base and still don't see how to do it.
When I use a macro and the macro is suppose to add me as the assignee and as a ticket follower Zendesk fails to send me an email? It seems to work if someone else uses the macro but doesn't work as expected when I use it.
When I use a macro and the macro is suppose to add me as the assignee and as a ticket follower Zendesk fails to send me an email? It seems to work if someone else uses the macro but doesn't work as expected when I use it.
What problems is the product solving and how is that benefiting you?
We use it for our support ticketing system to track, monitor and organize correspondence with our customers and our internal team. We can run reports to measure the performance of the customer service team as well as customer satisfaction.
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