Zendesk Suite
ZendeskExternal reviews
6,542 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Very easy to use and does what it should
What do you like best about the product?
Zendesk's support is just amazing!
Zendesk's tutorials are also very well written.
I was able to use the instructions very well and understand everything very quickly.
Also the Dashobard is very user friendly.
Zendesk's tutorials are also very well written.
I was able to use the instructions very well and understand everything very quickly.
Also the Dashobard is very user friendly.
What do you dislike about the product?
No iframe integration for the Help Center.
Not so many formatting options for the E-Mail signature.
Not so many formatting options for the E-Mail signature.
What problems is the product solving and how is that benefiting you?
Productivity in our customer service. In addition, everything is now managed and processed centrally.
Recommendations to others considering the product:
I can really recommend this product to all who want to increase their productivity in the company. We used to handle our customer requests via Outlook. After some time, the volume of requests was just too big to continue processing them in Outlook. We really evaluated different ticketing systems. For us, Zendesk was the clear winner.
I, as the IT employee who implemented Zendesk in our company, am very satisfied with Zendesk Support Suite. The implementation was really easy.
Our customer service staff is also very happy with this product.
The highlight for me personally is the great support from Zendesk as well as the instructions / articles which are offered in different languages. The articles are also always updated.
I, as the IT employee who implemented Zendesk in our company, am very satisfied with Zendesk Support Suite. The implementation was really easy.
Our customer service staff is also very happy with this product.
The highlight for me personally is the great support from Zendesk as well as the instructions / articles which are offered in different languages. The articles are also always updated.
Overall it was pretty good since the product is so feature/function rich
What do you like best about the product?
Zendesk Explore. Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports.
What do you dislike about the product?
Prices are not favorable for small businesses
What problems is the product solving and how is that benefiting you?
We can't send attachments in tickets through the Messenger channel
Quick help with getting reports exported!
What do you like best about the product?
It was really easy to chat with them and get the help I was looking for - he even was able to log in to my account and screenshot where I should be finding the information.
What do you dislike about the product?
Sometimes there were long pauses in between messages.
What problems is the product solving and how is that benefiting you?
I was working with the Zendesk Support suite to enable reporting and exporting for my account. I was able to get the reporting enabled and will be able to work in more detail to analyze our tickets.
Full Featured Suite
What do you like best about the product?
Depth of features, scalability for future growth
What do you dislike about the product?
Pricing seems better suited for larger organizations with clearly defined agent roles.
What problems is the product solving and how is that benefiting you?
We use Zendesk for customer support and documentation delivery.
Recommendations to others considering the product:
Be mindful of which of your staff will need access to all features within the suite. For a small organization that relies on employees wearing multiple hats, it can get expensive.
Flexible and Open Platform
What do you like best about the product?
I like that Zendesk has open API access which enables us to build custom tools and automation into the platform to meet our needs. Many Omni Channel tools are closed systems and you more or less are forced to use their product as is out of the box. Zendesk has a pretty good out of the box solution, but the ability to customize the experience to your needs is really what put it over the top for us compared to competitors. They also met our compliance and security standards, which several other vendors in their space did not meet.
What do you dislike about the product?
I dislike that because of their open API, they have not fully baked out some of what I would consider to be table stakes features. Reporting, Metrics, Tagging, and Knowledge management. Their open API allows external companies to build apps on their platform, which is great, but this does mean you will need to source additional vendors in their ecosystem - which is generally a good experience. I just wish they had some additional table stakes fleshed out.
What problems is the product solving and how is that benefiting you?
We're solving our customer support and management needs with the Zendesk support suite. Everything from responding to our customers in real time, answering their phone calls, and serving them knowledge and enablement material to succeed with our product. This is our primary omnichannel support solution and one that we've invested quite a bit in developing out to meet our needs.
Recommendations to others considering the product:
Start early and often. If you are a startup, get in on the base package and start creating knowledge and tracking customer contacts. It'll save you and make you time and money.
Once found, support was helpful
What do you like best about the product?
Wait time to chat with a live agent was not very long.
What do you dislike about the product?
Finding a live agent online was not intuitive
What problems is the product solving and how is that benefiting you?
I was looking for a way to review login details for my agents to the talk dashboard.
Zendesk for knowledge base software
What do you like best about the product?
Javascript, HTML and CSS customisation capabilities.
After much analysis of knowledge base software on the market, we selected the only software that enables extensive Javascript, HTML and CSS editing.
It can be fully customised using Javascript, HTML and CSS.
We have found very few limitations to what we can do within our knowledge base articles, from embedding training videos to creating speech bubble pop-ups for microcopy.
After much analysis of knowledge base software on the market, we selected the only software that enables extensive Javascript, HTML and CSS editing.
It can be fully customised using Javascript, HTML and CSS.
We have found very few limitations to what we can do within our knowledge base articles, from embedding training videos to creating speech bubble pop-ups for microcopy.
What do you dislike about the product?
The only drawback is when you have an article already published and would like to modify it, but not publish the modifications immediately. Zendesk would be amazing if they had some version control.
Also, there is very limited content control (who can view specific articles).
Also, there is very limited content control (who can view specific articles).
What problems is the product solving and how is that benefiting you?
Support documentation for our SaaS software.
World class suite of support tools
What do you like best about the product?
Zendesk has one of the best support offerings on the market, and the Zendesk team has found the perfect balance between creating features that are powerful but equally easy to use.
What do you dislike about the product?
Configuring Zendesk properly when your company/organization is small is very important because misconfigured features won't scale well as your team grows. In other words, you need to know how to implement Zendesk features upfront in a way that will scale, or you may run into issues later down the road when your team grows.
What problems is the product solving and how is that benefiting you?
We help customers when they have questions about using our product, setting up our product, and helping handle billing inquires for customers.
Recommendations to others considering the product:
Depending on your plan, I would recommend implementing the following features straight out of the gate:
– Contextual workspaces
– Dynamic Content
– Skills-based routing
– Create conditional ticket forms
– Take advantage of dynamic content
Other recommendations:
– Don't use too many triggers/automations
– Create a bump/bump/solve workflow to auto solve tickets
– Build out the Support product and the data product (Explore) together so that you have clean data
– Contextual workspaces
– Dynamic Content
– Skills-based routing
– Create conditional ticket forms
– Take advantage of dynamic content
Other recommendations:
– Don't use too many triggers/automations
– Create a bump/bump/solve workflow to auto solve tickets
– Build out the Support product and the data product (Explore) together so that you have clean data
ccue.external.support@aitsolution.ca
What do you like best about the product?
The response time is fast, as well as the details provided by the technical support staff can help to resolve the problem. Besides, the support agent will keep follow-up the case until I can resolve the issue.
What do you dislike about the product?
Not clear about the requirements, I need several runs of clarifications even though I had provided all the screenshots in the initial request form.
What problems is the product solving and how is that benefiting you?
After I updated the support email address, but I didn't find the general communication email to the end-user was updated. But I have no clue where to update the email address. The support agent provided hints for me to make the change to avoid misleading the clients.
Recommendations to others considering the product:
That's a handy help desk supporting channel for getting the technical advice and recommendation to resolve your problem. All the conversations are logged in the system so that I can revisit to recheck the details. And this is a perfect knowledge base platform for sharing the knowledge with the team. However, sometimes there is no way to keep track of the progress of the submitted requests. I would suggest providing something like a progress track update on a timely basis. Besides, I don't the chatbot can help a lot to resolve the issue because I can extend my question, and the response is almost the same, which provides the existing articles with similar topics in the system.
I would recommend the Zendesk Support Suite to be used in any organization size if they are looking for a robust Supporting system to handle all the tickets submitted by internal or external clients.
I would recommend the Zendesk Support Suite to be used in any organization size if they are looking for a robust Supporting system to handle all the tickets submitted by internal or external clients.
Simple and clear tool with several possibilities
What do you like best about the product?
I like the way the tool allows for integration with multiple channels and internal systems of the company. Simple, straightforward documentation allows for a quick understanding of what needs to be done.
What do you dislike about the product?
The deployment cycle is a little time-consuming and new features are important for companies.
Marketplace could improve a bit by allowing approximate viewing in other currencies for purchasing paid apps.
Marketplace could improve a bit by allowing approximate viewing in other currencies for purchasing paid apps.
What problems is the product solving and how is that benefiting you?
Daily difficulties in customer service
showing 4,081 - 4,090