Zendesk Suite
ZendeskExternal reviews
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Just works :)
What do you like best about the product?
Activity column (home symbol). Helps one keep track, and see the latest activity.
The option to respond very quickly can definitely help with certain customers.
The option to respond very quickly can definitely help with certain customers.
What do you dislike about the product?
Inability to manually/directly place a timer on open ticket.
Let's say I promised a customer I would continue investigating something, and I'm the last person to say something in the thread, if the ticket is marked as open, there's no timer, and that increases chances of the ticket not getting the attention it needs.
I would also like there to be a way to combine customer identities in the backend.
For example, the same customer can contact us twice about the same enquiry, but use Twitter for one nequiry, and their email for the other.
Usually, the name/nickname for each account/platform will not match.
We like to have full context when repsonding to the customer, and sometimes some key information is in the other message, which takes further detective work to find and link to customer.
Let's say I promised a customer I would continue investigating something, and I'm the last person to say something in the thread, if the ticket is marked as open, there's no timer, and that increases chances of the ticket not getting the attention it needs.
I would also like there to be a way to combine customer identities in the backend.
For example, the same customer can contact us twice about the same enquiry, but use Twitter for one nequiry, and their email for the other.
Usually, the name/nickname for each account/platform will not match.
We like to have full context when repsonding to the customer, and sometimes some key information is in the other message, which takes further detective work to find and link to customer.
What problems is the product solving and how is that benefiting you?
Ease of receiving customer feedback. The more data, the better.
Keeping track of enquiries and their urgency.
Customer history.
Merging tickets is a fantastic tool also, if a customer has contacted us with 8 seprate tickets about the one issue, why should they be able to give us 8 seperate reviews, whether good or bad?
This tool allows for a more accurate review system.
Keeping track of enquiries and their urgency.
Customer history.
Merging tickets is a fantastic tool also, if a customer has contacted us with 8 seprate tickets about the one issue, why should they be able to give us 8 seperate reviews, whether good or bad?
This tool allows for a more accurate review system.
Recommendations to others considering the product:
I'd definitely recommend it. Definitely ready up on the community forums though, they're invaluable. Any question you have, is pretty muhc on the forum, to which Zendesk support officer respond very effectively.
Great service desk with some sticky spots
What do you like best about the product?
I like that all support avenues are linked in one place, my entire team can be on the same page when dealing with multiple communication routes. I like that they are constantly improving the product and adding new features.
What do you dislike about the product?
not intuitive, difficult to use or set up yourself if you are not super technical. It is a nightmare trying to get an actual live human to help with questions. Its mostly answer bots or article links which isnt always what you need.
What problems is the product solving and how is that benefiting you?
We have multiples ways an end user can contact our company for support and those are all organized in one area. It reduces employee redundancy and confusion.
Zendesk CRM for support or customer services
What do you like best about the product?
We have been using Zendesk for the last five years as our support CRM, and we are pretty delighted to use the platform for our support services.
The platform helps our customers to submit tickets, contact our support agents over chat, and their hep guide portal is one of the best as it allows customization.
The platform helps our customers to submit tickets, contact our support agents over chat, and their hep guide portal is one of the best as it allows customization.
What do you dislike about the product?
If you wish to customize the platform for your business flow, it requires a good amount of patience and work. You as an operator need to spend a lot of time understanding the platform as it helps automate many of your daily tasks.
The basic pack is not very useful for customers managing 100 - 1000 customers as it lacks functionalities and the premium packs are expensive.
The basic pack is not very useful for customers managing 100 - 1000 customers as it lacks functionalities and the premium packs are expensive.
What problems is the product solving and how is that benefiting you?
We are handling customer requests on time.
Our SLAs are the best among competitors.
It helps us leverage agent productivity and skills.
Our SLAs are the best among competitors.
It helps us leverage agent productivity and skills.
Superb Support System
What do you like best about the product?
The functionality. Everything our company needs to provide excellent customer support to our customers is available at our fingertips. The statistics are helpful, and the layout is excellent to view the customer info and their inquiry. We have different mandatory ticket fields so that we can track issues in a useful way.
What do you dislike about the product?
As a smaller business, sometimes the features we would like to try are not part of our subscription plan, but I also understand you can't have it all for the lowest price.
What problems is the product solving and how is that benefiting you?
We are solving everyday issues that arise for our customers, as well as being able to track exactly how often these problems occur and where they are occurring.
Good when it works, but expensive and poor support
What do you like best about the product?
Once it's setup, Zendesk is a great way to manage support with our users. It provides a good range of options and is reliable. Users don't seem to daunted by it!
However, I recently upgraded to one of their 'Suite' plans and so far this has been a disaster. New features are broken, missing or impossible to setup. Users are trying to chat with us when no-one is available because the widget keeps them waiting even though we're offline.
However, I recently upgraded to one of their 'Suite' plans and so far this has been a disaster. New features are broken, missing or impossible to setup. Users are trying to chat with us when no-one is available because the widget keeps them waiting even though we're offline.
What do you dislike about the product?
It's a bit expensive! This time, support has been pretty dire and right now I have zero confidence that ZenDesk will be able to fix the issues.
What problems is the product solving and how is that benefiting you?
Offering support to our users. Zendesk seems to be the best tool to do this. It's made supporting our users much easier, which is beneficial to our business.
Recommendations to others considering the product:
At the moment, no.
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.
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