Zendesk Suite
ZendeskExternal reviews
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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.
Fantastic help desk solution, a bit pricey though.
What do you like best about the product?
Software is well designed and works great. User experience is smooth and simple, makes it easier for me to get my users to adopt it and build habits around it.
What do you dislike about the product?
It is very expensive in my opinion. When I started using Zendesk they included a lot of useful tools like the Guide, but now they price everything separately and try to squeeze more money out of you.
What problems is the product solving and how is that benefiting you?
Zendesk really helped manage our IT support desk, streamlining the process and making it easy for the end user to get help quickly and efficiently. It has saved me a lot of time and money with its state of the art ticketing system.
Great option for flexibility
What do you like best about the product?
I love the range of flexibility has to offer
What do you dislike about the product?
Probably the main downside for me is that there are not always possible ways to extract data, and sometimes there are product limitations where you don't really expect them
What problems is the product solving and how is that benefiting you?
Support and Guide
Features/Likes
What do you like best about the product?
I think this is great with being able to view, report and address tickets for both email and chat.
What do you dislike about the product?
I wish they were more responsive to adding what I consider basic features
What problems is the product solving and how is that benefiting you?
It is a very robust product and this lets us communicate and address our customers concerns very effectively.
Recommendations to others considering the product:
Great product but will need to add on additional apps for enhanced functionality
Simple and very strong communication.
What do you like best about the product?
The opening of calls by the customer leads to a quick perception of the problem to be addressed.
What do you dislike about the product?
The TAG system could be better relativized to an efficient database.
What problems is the product solving and how is that benefiting you?
When providing support analysis in a company, I realized that the technicians did not know how to operate the system as a whole.
It was then to show some tutorials that exist on the site itself that helped to develop a more efficient routine.
It was then to show some tutorials that exist on the site itself that helped to develop a more efficient routine.
Recommendations to others considering the product:
Do more explain videos and tutorials.
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