Zendesk Suite
ZendeskExternal reviews
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Zendesk Review
What do you like best about the product?
I like the interface and functionality, most importantly, ease of use. If there is not an out of the box solution Zendesk has an active marketplace that will have a product that will assist a need. On top of all of this Zendesk's support of it's product is above the standard level provided in the industry. If I have an issue which is rare support is usually able to assist me right away.
What do you dislike about the product?
In the past chat support was more readily accessible and wait times were much shorter. If there was to be an improvement it would be nice to be able to get access to a support person more quickly. There have been moments (being in support myself) that I couldn't wait for in the queue and I had to try back another time. All that aside, this is truly the only complaint that I can provide at the moment and even if the support is lacking from what it once was it is still leaps and bounds above the support other companies provide.
What problems is the product solving and how is that benefiting you?
Zendesk provides all of my department's helpdesk needs, along with user documentation. Prior to Zendesk my department operated over e-mail to take user requests, the process was inefficent and didn't provide any means of tracking or trending of issues. With Guide in our suite of products my department has been able to consolidate our user documentation from another system. On top of the consolidation end user documentation can be referenced in end user requests.
Recommendations to others considering the product:
It would be nice to improve the response times and availability of the support team at Zendesk.
Good solution for support platforms
What do you like best about the product?
It has the features needed, it is not overly complicated for those, and it even allows customizations.
What do you dislike about the product?
Some features have a different support level or even the same structure as other similar features, so you must read the fine print for each of them. The admin panel can be hard to use as the options don't seem to be organized appropriately.
What problems is the product solving and how is that benefiting you?
Customer support, KB storage. We have realized such.
Recommendations to others considering the product:
It should be able to solve all your problems if essential use. It only gets slightly more difficult if you try to do automation with systems outside zendesk.
Great for managing a busy support team
What do you like best about the product?
All issues are in one place and easy to track.
What do you dislike about the product?
There is a learning curve. It isn't a big one. But can't think of anything else to put here...
What problems is the product solving and how is that benefiting you?
Had been managing issues and requests to the team via email which made it very hard to track.
Recommendations to others considering the product:
This is a great solution for managing issues among a team.
VERSATILE
What do you like best about the product?
I like the transparency Zen Desk offers not only to our staff but to the customer as well. I love that we have options to include the customer in our responses but that we also have a choice to leave private notes. I also enjoy how customizable it is, and the options we have for ticket statuses such as solved, pending, hold, etc. It's great when we can close a ticket out, but if the customer responds it will re-open for us so nothing is left unattended to.
What do you dislike about the product?
There isn't much that I dislike. One thing that could be improved on is the time it takes to reload once you've been idle. Also it does seem like there are times duplicate tickets are created, and some tickets end up in the suspended batch when they should not. However, I'm not sure what triggers certain tickets to be detected as spam, it may not be any fault of Zen Desk itself.
What problems is the product solving and how is that benefiting you?
The ticketing process has been able to allow us to monitor our employee's productivity. This allows us to work on our weak areas and see where our strong suits are. We are able to detect how many orders are being done, how many orders are being checked, and how long our response handle time is.
Recommendations to others considering the product:
Definitely, worth giving it a try. It has helped us organize our department!
Zendesk is Awesome!
What do you like best about the product?
Easy to understand. Very versitile. can be used in all departments within the company.
What do you dislike about the product?
Price plans are not versatile enough. gets very expensive as you add features. reporting was removed from the pro package without notice
What problems is the product solving and how is that benefiting you?
Easily track support tickets, increase customer satisfaction ratings
Zendesk Changed My Career
What do you like best about the product?
Zendesk is a fantastic support tool allowing companies to ensure their teams can work efficiently. This tool has completely changed my career path, and I will be a Zendesk user for life. If you have the opportunity to learn this tool, you absolutely should. Zendesk has opened up a plethora of career moves for me, and I will be forever grateful.
What do you dislike about the product?
There are a few downsides; Zendesk has grown exponentially throughout covid, and as a result, several enhancements could be completed to improve its functionality.
What problems is the product solving and how is that benefiting you?
With the Zendesk suite, we have solved many end user-facing dilemmas. We have also recently incorporated Answer Bot, which has closed nearly 5K tickets in a month. This has taken a load off of our support teams and allowed us to manage ticket income more effectively.
Excellent host for in depth Customer Service needs
What do you like best about the product?
Automation and workflows, tickets separation and groups get the best out of your team's time
What do you dislike about the product?
Some features are not available in all plans, even if those ones are pretty useful for every company, no matter the size or requests volume
What problems is the product solving and how is that benefiting you?
Zendesk had helped us to reduce the reply time from minutes to seconds (in some cases). Also, having a knowledge base is a good heads up for the new employees.
Quick assistance with Mobile sign up
What do you like best about the product?
Mary was great, she was able to help me quickly and accurately to have the ability to access our Zendesk chat account remotely on my mobile device.
What do you dislike about the product?
There was a short wait time but that is to be expected in today's busy world.
What problems is the product solving and how is that benefiting you?
Having the ability to assist end users quickly and efficiently
Great tool to keep a team with many people in different departments organized & on the same page.
What do you like best about the product?
The visibility of everything for agents. It makes everything simpler when any agent can initiate a search to see if an email was sent to us.
What do you dislike about the product?
Sometimes our customers see internal communication. This happens because the requestor initiates the ticket, and it's difficult to keep them out of the loop at all times.
What problems is the product solving and how is that benefiting you?
We used it to assist in the equal and fair distribution of work across multiple departments. It makes it easier to manage our people when the work is being handed out automatically as it comes in.
Zendesk is incredibly customizable and has a ton of functionalities, but takes a long time to learn
What do you like best about the product?
I have used zendesk at multiple companies and I love that I can alter it's functionalities to fit my specific business needs.
What do you dislike about the product?
It takes a lot of effort to learn, it is not intuitive so my agents do not pick it up easily. When I have issues or need help, support takes weeks to get back to me because they are always backed up.
What problems is the product solving and how is that benefiting you?
The automation aspect of Zendesk is great. I am able to optimize efficiency within my team and keep head count down.
There are a lot of add-ons and apps that can integrate with zendesk, which helps my CX team work cross-funcitonally.
There are a lot of add-ons and apps that can integrate with zendesk, which helps my CX team work cross-funcitonally.
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