Zendesk Suite
ZendeskExternal reviews
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The one where it felt no pain
What do you like best about the product?
To the point resolution, shorter wait time and ability to capture all the necessary information
What do you dislike about the product?
I could not get to see the executive picture clearly.
What problems is the product solving and how is that benefiting you?
Customer support and quick resolution
Improved efficiency and customer satisfaction
What do you like best about the product?
Zendesk has helped us in a very remarkable way to centralize all the points of contact with our community in one place. This has resulted in better team efficiency and a better customer experience. Our agents find it very easy to collaborate with each other to resolve the tickets we receive. It would have been very difficult for us to maintain the efficiency of the team during the COVID-19 crisis, but with Zendesk we were able to ensure that no channel was left unattended and our response time was hardly affected. With Zendesk, we see ourselves ready to take on growth targets as its scalability sets no limits for us.
What do you dislike about the product?
The initial setup and configuration is a lengthy process but not difficult to accomplish. The integration with Magento 2 is complex to implement. I would like to be able to send tickets automatically using an app connector like Zapier. I found the analytics section easier to understand years ago. There are some KPIs that I don't know how to get information on now.
What problems is the product solving and how is that benefiting you?
We have reduced the response time to all messages from our customers. We have managed to consolidate all points of contact with our customers on a single platform and in a collaborative way among all members of our team. In our case we have centralized emails, responses to contact forms, chat, calls and messages through social networks in one place. With the statistics part we have been able to visualize exactly the number of queries we receive and the response time almost in real time.
Recommendations to others considering the product:
If you are looking for a scalable solution ready for the growth of your digital business, Zendesk will be a great help to manage your internal customer service resources.
Zendesk Chat is amazing!
What do you like best about the product?
Dealing with a multicultural client base Zendesk Chat has helped me out on so many occasions. Real-time translations are worth EVERYTHING.
What do you dislike about the product?
The chat settings seem to get amnesia occasionally, and my set working hours sometimes appear to be forgotten, and I need to re-set it to do what it is supposed to do. Besides that, I'm a happy user and could not do my work without it.
What problems is the product solving and how is that benefiting you?
Supporting my clients all over world anywhere is absolute gold to me.
Recommendations to others considering the product:
It is straightforward to use, have a go and tweak as you get more comfortable with the solution.
Best service
What do you like best about the product?
Support very good and usability service!
What do you dislike about the product?
Expensive. Professional plan very expensive.
What problems is the product solving and how is that benefiting you?
I used Zendesk Sell and Zendesk support. It's conveniently.
Zendesk Support Review
What do you like best about the product?
Zendesk Support was fast and efficient. I was kept in the loop the whole time.
What do you dislike about the product?
There were no downsides. Everything was fast and prompt.
What problems is the product solving and how is that benefiting you?
We had an outage and they were able to get back to us fast so we could conduct business.
Intuitive and seamless
What do you like best about the product?
Everything is all in one place. Calls, texts, emails, and chat. It's such a seamless system to have everything set up together instead of navigating multiple sites.
What do you dislike about the product?
Some calls aren't always successfully recorded with no reason or warning as to why. It can also be a little difficult to construct triggers and SLAs that make sense and applies correctly. One wrong rule breaks the whole thing.
What problems is the product solving and how is that benefiting you?
Communication!! We have access to history of all prior communication with each returning customers/clients so it helps keep track of everything and better assist them with context we can easily access.
Recommendations to others considering the product:
Definitely utilize the help center and Zendesk Live Chat for any questions you have about using the system.
A world class support suite for any company
What do you like best about the product?
The different tools that Zendesk offers for our company to succeed when providing assistance to the customers, no matter the volume. We are not even using the Chat & Call functionalities yet but will consider those tools as our number of customers grows further and further. Zendesk is definitely a world-class platform that consists of powerful tools and that has a support team ready to assist us as well.
What do you dislike about the product?
Sometimes, the loading times may increase a little bit, especially when we try to look up our Dashboards or reports (custom or not). However, the recent migration to "Explore Professional" has mitigated this problem considerably, not to mention that we keep monitoring our queries to improve the performance from time to time.
What problems is the product solving and how is that benefiting you?
We are catering to thousands of customers on a daily basis and ought to resolve their inquiries. Those inquiries and requests include but are not limited to feedback and comments, technical issues, payout concerns, and others. Due to the nature of our organization and the increasing number of customers, it has become a must for the team.
Recommendations to others considering the product:
Here are some useful tips from my personal experience:
1) Bear in mind that Zendesk offers useful content at the Community Forums and their featured articles. Checking those resources from time to time, as well as monitoring your ticketing flow and having your agents learn about the platform are key factors to suceed.
2) It is important to have steady and simple ticket forms, as well as to build dashboards to look up your data and maximize the abilities of your team with the reporting tools.
3) Do not forget about the Knowledge Base if you aim for a high Self-Service score; it is important to provide your customers with a decent number of resources since these will also help out the agents solve the customers' inquiries as you get to integrate the different tools and apps that are offered in the Marketplace.
We have been using this suite for 3+ years and our needs have changed ever since day 1, which doesn't mean that Zendesk has not offered the necessary tools and functionalities that are allowing our team to succeed.
1) Bear in mind that Zendesk offers useful content at the Community Forums and their featured articles. Checking those resources from time to time, as well as monitoring your ticketing flow and having your agents learn about the platform are key factors to suceed.
2) It is important to have steady and simple ticket forms, as well as to build dashboards to look up your data and maximize the abilities of your team with the reporting tools.
3) Do not forget about the Knowledge Base if you aim for a high Self-Service score; it is important to provide your customers with a decent number of resources since these will also help out the agents solve the customers' inquiries as you get to integrate the different tools and apps that are offered in the Marketplace.
We have been using this suite for 3+ years and our needs have changed ever since day 1, which doesn't mean that Zendesk has not offered the necessary tools and functionalities that are allowing our team to succeed.
Solid on the basics, but without the deeper customizations one may want.
What do you like best about the product?
While Zendesk is cheap, compared to many of its competitors, and is generally bug-free, the quality is stagnant.
There is a wide selection of powerful Addons. They are also usually free, or quite affordable.
There is a wide selection of powerful Addons. They are also usually free, or quite affordable.
What do you dislike about the product?
1. The inability to do many, many of the customizations & tweaks that we need or want.
2. The support has fallen into the toilet. It used to be that you could quickly get a hold of someone in their support area. Now you will be waiting hours or DAYS to get a solution to any problem.
3. Their new default system is extraordinarily clunky and behaves like a chat system. All of their new improvements *only* go to this awful, chat-first system.
4. They routinely cut old features that you may have become dependent on.
2. The support has fallen into the toilet. It used to be that you could quickly get a hold of someone in their support area. Now you will be waiting hours or DAYS to get a solution to any problem.
3. Their new default system is extraordinarily clunky and behaves like a chat system. All of their new improvements *only* go to this awful, chat-first system.
4. They routinely cut old features that you may have become dependent on.
What problems is the product solving and how is that benefiting you?
We utilize Zendesk for our Customer support system. It does an adequate job, though it requires constant attention and tweaking due to its constant changes.
Good tracking & reports.
Good tracking & reports.
Recommendations to others considering the product:
Basic, but it gets the job done. Mostly at any rate; just don't expect much help if you run into issues.
Quite complex to learn and understand at first. Very powerful tool
What do you like best about the product?
I had used Zendesk briefly at a previous job. In my new position, I took on learning Zendesk and customizing it to operate how we needed it to. The live chat and phone support folks are accommodating and try their best to understand this overcomplicated platform. With enough playing around, research, and hoping you aren't messing up your account, you can do a lot more than what the website says you can. There are workarounds for a lot of different issues.
Its a really powerful tool. I am no pro at all in Zendesk, but I have figured out how things kind of work (in the ticketing system only) theres still so much that I have no idea about (reports, exports, live chat... i dont know what else is included in my plan). They also offer free and paid trainings. Some are helpful, some are not. The support forum is helpful, but some really basic features that folks have requested for YEARS are still not available. So, its a funky system, but its pretty solid if you have some time to dedicate to messing aroung with it
Its a really powerful tool. I am no pro at all in Zendesk, but I have figured out how things kind of work (in the ticketing system only) theres still so much that I have no idea about (reports, exports, live chat... i dont know what else is included in my plan). They also offer free and paid trainings. Some are helpful, some are not. The support forum is helpful, but some really basic features that folks have requested for YEARS are still not available. So, its a funky system, but its pretty solid if you have some time to dedicate to messing aroung with it
What do you dislike about the product?
It is incredibly complex to learn. Getting in touch with a help desk agent is more challenging than it should be, and the agents don't fully understand all the capabilities this platform has. I spent a lot of time talking with my Account Rep, customer service team and read articles. I figured out how to accomplish what I needed with no solutions offered from those folks.
One HUGE downside is when adding additional agents in bulk, you may qualify for a one-time discount. Still, if you end up changing your mind about how many seats you need, you will not receive a prorated credit on file or refund for the cost of downgrading; you lose the money and have a seat that's going unused. That was probably the most irritating part of working with Zendesk. Businesses should have the ability to retain control over how many seats are needed at any given time. No refunds are acceptable, but issuing a credit for future use would be a really lovely thing to offer long-time (or even first-time) customers. It is an expensive platform, and we do not use all of the features for the price per seat we pay.
One HUGE downside is when adding additional agents in bulk, you may qualify for a one-time discount. Still, if you end up changing your mind about how many seats you need, you will not receive a prorated credit on file or refund for the cost of downgrading; you lose the money and have a seat that's going unused. That was probably the most irritating part of working with Zendesk. Businesses should have the ability to retain control over how many seats are needed at any given time. No refunds are acceptable, but issuing a credit for future use would be a really lovely thing to offer long-time (or even first-time) customers. It is an expensive platform, and we do not use all of the features for the price per seat we pay.
What problems is the product solving and how is that benefiting you?
Zendesk Support has helped me with a lot of the basics that I struggled with at the beginning. We have been with Zendesk for 5ish years, but I am only 2-3 months into my Zendesk journey. When I took on Zendesk, they had just launched a new program plan, which made help articles were really confusing due to not having all articles updated with what could and couldn't be done on various program plans. Most were focused on the new plan, and older plan support documentation had been updated to reflect the new system, which I found challenging.
Zendesk is maybe more complex than it needs to be for what we use it for. However, it is what we are working with, and I have spent hours figuring out how to make it compatible with what we need it to do.
Zendesk is maybe more complex than it needs to be for what we use it for. However, it is what we are working with, and I have spent hours figuring out how to make it compatible with what we need it to do.
Recommendations to others considering the product:
Dedicate time to learning the platform. They offer a one-time build-out fee if you know what you need to be done, but don't have the time to do it. However, our needs change around a bit, so it is much simpler for me to figure it out rather than having someone who doesn't know our organization try to figure out what we need. It just takes time. The help articles and live char feature can be useful. Play around. You'll find you have way more power than what the support chat folks and support articles tell you.
Great Support!
What do you like best about the product?
I love how involved Zendesk's team are! Their frequent webinars and their fantastic Support team are always ready to help.
What do you dislike about the product?
The KBAs! While super helpful, sometimes I find they are used as a crutch to answer questions. Would be nice to have someone walk through them prior to linking for future reference!
What problems is the product solving and how is that benefiting you?
Love the Agent Workspace! Just wish some of the features we see with the trial sandbox migrated across to the Professional Plan. Took me a bit to get my head around the fact that there was a legacy version of the Professional Plan.
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