Zendesk Suite
ZendeskExternal reviews
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Their support is incredible for a large company like Zendesk.
What do you like best about the product?
Their support is incredible for a large company like Zendesk. Each update has given the software more versatility.
What do you dislike about the product?
It can be difficult to manage the software for non-tech savvy people.
What problems is the product solving and how is that benefiting you?
Problems that have arisen with some agents have had problems with the platform.
Zendesk can add some Zen to your internal & external users
What do you like best about the product?
I like that both internal & external users can get access to support tickets; you can have internal conversation threads, link to other other systems, and attach screen shots to help with tickets.
What do you dislike about the product?
The Search tool has some quirky issues where you need to add false data to get to a 2nd screen to search for certain things.
What problems is the product solving and how is that benefiting you?
I've used it to solve the problem of having a common location that acts as the traffic light for data, conversations and status updates.
Great tool, and support staff
What do you like best about the product?
The ease of use and automation.
Reporting.
Help Center -- and ability to score the articles.
Reporting.
Help Center -- and ability to score the articles.
What do you dislike about the product?
I wish there were some simplifications made to the UI to set granular-level permissions.
The play button to move through the tickets is buggy -- user information and notes do not update as it automatically moves to the next ticket.
The play button to move through the tickets is buggy -- user information and notes do not update as it automatically moves to the next ticket.
What problems is the product solving and how is that benefiting you?
The main reason we moved to ZenDesk was for the Help Center and reporting.
The savings and improvements our small team has gained have simply been high. The cost is well worth the benefits, including insights into our inefficiency that we can and have now solved.
The savings and improvements our small team has gained have simply been high. The cost is well worth the benefits, including insights into our inefficiency that we can and have now solved.
It was a good experience. Very attentive attendant.
What do you like best about the product?
Of agility, helpfulness in wanting to help.
What do you dislike about the product?
That I was unable to return to the service with the first attendant.
What problems is the product solving and how is that benefiting you?
I solved the problem of filling out the form before starting the chat. Which was agile and practical.
A CRM platform built with support in mind
What do you like best about the product?
Unlike other CRMs, Zendesk is built for support first and adds additional functions as a bonus. Due to this they have a pretty robust knowledge base product (Guide) and really good out-of-the-box reporting (Explore).
What do you dislike about the product?
There are places that more customization would be necessary (some things cannot be turned on/off individually within permissions for instance). Some features could use a few more bells and whistles (via configuration on/offs) to match how many companies would want to use them for their business needs.
What problems is the product solving and how is that benefiting you?
The simplicity of a product that does what you want to do first without complicated configuration was huge. Other products required a massive amount of undocumented knowledge and custom dev to work. Or focused one specific feature only and didn't have the breadth of capability needed for a true support team.
Zendesk a love hate relationship (with mostly love)
What do you like best about the product?
I love the fact we can seemlessly integrate 3rd party apps (both purchased ones like surveys from sweethawk, tasks, or even making our own). I really enjoy the functionality of triggers & automations they are extremely powerful and simple to set up. The API also brings a lot of positives.
What do you dislike about the product?
Two major things:
I can't use triggers to cc end users --> this one hurts me
The API while awesome and something I said I like best, I love the API and how stable it is, the documentation on the other hand leaves room for improvement. There will be catches like "the API only returns 1000 results, after that its pagination" but that 1000 number or the pagination format are not documented. Similarly we have hit numerous undocumented "features" that can cause headaches when we don't know about them before hand, but if we knew would have been one minor tweak to our design.
I can't use triggers to cc end users --> this one hurts me
The API while awesome and something I said I like best, I love the API and how stable it is, the documentation on the other hand leaves room for improvement. There will be catches like "the API only returns 1000 results, after that its pagination" but that 1000 number or the pagination format are not documented. Similarly we have hit numerous undocumented "features" that can cause headaches when we don't know about them before hand, but if we knew would have been one minor tweak to our design.
What problems is the product solving and how is that benefiting you?
We solve a ticketing system for our AWS managed service. The benefits are it gives us a defined way to have clients interact with us and an audit log of requests they have made.
excellent
What do you like best about the product?
ease of integration, easy to learn and basic
What do you dislike about the product?
There is no feature that I don't like except automation solutions
What problems is the product solving and how is that benefiting you?
simultaneous support of the only representative in chat and support channels
Excellent solution for ticketing (Emails/ Social Media/ Call center)
What do you like best about the product?
It's a one-stop solution for all business needs. I don't need to look for any other application to manage, emails, social media, or even calls.
What do you dislike about the product?
There are multiple applications for different integrations in the Zendesk marketplace, and the review from the other businesses/ users is not enough to decide which one is best for us. There should be some recommendations from Zendesk as well.
What problems is the product solving and how is that benefiting you?
Managing customer queries
Inter department transfers
All the social media platforms are integrated
Ticketing solution for the call center
Help page management
Inter department transfers
All the social media platforms are integrated
Ticketing solution for the call center
Help page management
Recommendations to others considering the product:
Try it, and you will not regret. The downtime is negligible and it's super fast.
Best of Breed
What do you like best about the product?
Generally, Zendesk is fully featured, well-integrated, and does what it is supposed to do. This is more than can be said about several other support software that we have used.
What do you dislike about the product?
Zendesk seems to keep adding to its portfolio of products but needs to refocus on its core feature set and bug fixes. In looking at the support forums, there are many issues that have been outstanding and unaddressed for years. These issues are not esoteric, as we have run into several of them ourselves. As well, the pricing is fairly high for some of the limitations encountered, which include 50MB file size limits and otherwise.
What problems is the product solving and how is that benefiting you?
We have a multinational, multi-lingual deployment for voice, email, and web-based support. This platform generally accommodates this use case while still being easy(ish) to set up and administer.
Zendesk x Filippo Loreti
What do you like best about the product?
I like that everything is set up for you and automation makes it easier.
What do you dislike about the product?
There are Limited Apps and the pricing is high.
What problems is the product solving and how is that benefiting you?
Tracking IP address, and i realized that I can convert comments to Private Notes :)
Recommendations to others considering the product:
Zendesk Support Suite is an all-in-one. You get create customer support so you are able to provide great customer support.
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