Zendesk Suite
ZendeskExternal reviews
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Great product, some support agents are stars!
What do you like best about the product?
Customisation of the product is the best on the market (i.e. triggers, automations, workflows), and some of the support agents (Amy Dee especially) are absolute stars!
What do you dislike about the product?
For some support agents, it can take a while for them to understand what the issue is (too much back-and-forth when it could be one short phone call or a single comprehensive email that asks questions, then provides follow-up steps/questions based on what my answers would be.
Not being able to initiate support via email is also a massive pain.
Lastly, there's been a bug for a year or two where you can't have a single Explore Dashboard showing a bunch of tickets with a filter for Organisation, and then schedule a selected Organisation's set of tickets to them (or even internal Account Managers); you HAVE to create a separate dashboard for every Organisation (not feasible when you have 100s or 1,000s of clients).
Not being able to initiate support via email is also a massive pain.
Lastly, there's been a bug for a year or two where you can't have a single Explore Dashboard showing a bunch of tickets with a filter for Organisation, and then schedule a selected Organisation's set of tickets to them (or even internal Account Managers); you HAVE to create a separate dashboard for every Organisation (not feasible when you have 100s or 1,000s of clients).
What problems is the product solving and how is that benefiting you?
How busy are our agents, when should we hire more people, what are clients raising the most tickets about, how do we automate easy tickets, where do our agents (or clients) need more training.
Recommendations to others considering the product:
Think about what your problems are, not how you want them to be solved, and the team is likely to come up with a solution you may not have thought of. There are heaps and heaps of 3rd party apps on the marketplace that they can check feedback from their other clients to see if it'll work for you.
Easy support
What do you like best about the product?
Quick fixes and supporting articles if need be.
What do you dislike about the product?
Sometimes the articles can be overwhelming
What problems is the product solving and how is that benefiting you?
triggers and channel issues.
Spam option
What do you like best about the product?
The agent resolved all my questions regarding why I was not able to mark tickets as spam.
What do you dislike about the product?
Nothing really, the agent answered all my questions in a timely manner.
What problems is the product solving and how is that benefiting you?
customer service.
Quick Concise Response
What do you like best about the product?
Material I provided from the start was reviewed at beginning of engagement.
What do you dislike about the product?
Interface was simple to use yet missing some options such as paste image directly into window and pop out.
What problems is the product solving and how is that benefiting you?
Company incident ticketing system reporting on agent utiiziation.
Would work for companies with more resources
What do you like best about the product?
I like that there is a lot of customization that can happen.
What do you dislike about the product?
It takes engineering resources to configure and maintain Zendesk. Had we had help in implementation, we probably would have kept Zendesk, but we didn't have the resources to do it well, so our experience with Zendesk has been a mess. It has impeded our ability to help our customers, rather than helped us.
What problems is the product solving and how is that benefiting you?
We were hoping to gain more insightful data and have been able to do that on a very small scale.
Solid Application with Poor Execution
What do you like best about the product?
Zendesk is an excellent tool for responding to customers quickly and automating certain aspects of the communication process. The reporting on items is really solid, and there is a lot you can do with this tool. The Talk and Guide feature also provide an excellent service for most service-oriented companies.
What do you dislike about the product?
The problem I have with Zendesk is that a lot of features that you expect to be there aren't there. Many of these features are spelled out in the community from 3-5 years ago and it looks like they are all but ignored. That brings me to their training and community. The training is limited. It shows you how to do things but doesn't give any indication of why to do something. Having your support be a community forum makes it hard to find how to do certain things. Personally, I think they should make a more robust training guide rather than having a spatter of articles from all over that may or may not address your questions.
What problems is the product solving and how is that benefiting you?
The biggest problem we are solving with Zendesk is having all communication with customers flow through Zendesk so that we can document all conversations, whether it is by phone or by email. This way we can keep a record of every interaction with a client. We are also able to direct customers to the correct department without having to waste their time or transfer them to multiple people.
Zendesk Support
What do you like best about the product?
Zendesk Support is easy to use and has many useful tools that help to make out IT staff more efficient.
What do you dislike about the product?
I don't dislike anything about the product.
What problems is the product solving and how is that benefiting you?
Zendesk allows our staffto respond quickly and make sure the correct resource is assigned to the ticket.
Great Support Team
What do you like best about the product?
I lvoe the fact that Zendesk have offered to do Zoom support- this was a fantastic idea and think this is the best way forward for businesses.
What do you dislike about the product?
The zoom solution was apperently a one off - this should be available to all plans.
What problems is the product solving and how is that benefiting you?
I think its great that the support team know the product inside out - this is helpful when getting support assistance - other companies, you need to transfer between departments to get a solution. Zendesk team are skilled at resolving issues first handed -
Meets our growing needs
What do you like best about the product?
Powerful features and lots of additional functionality when needed. Multiple logins, ability to sort tickets, explore light offers the right amount of data.
What do you dislike about the product?
I'd like to be able to add features without needing to contact someone at Zendesk.
What problems is the product solving and how is that benefiting you?
We're managing all of our customer support through Zendesk and I know we can scale without switching to a different tool.
An orderly resolution which was quick and more importantly efficient!
What do you like best about the product?
The answers the CS team gave were to the point and were written with efficiency. The answers were mentioned in an orderly fashion and to be honest, they were just the way I like it. The best part of it was that I felt it was something that belonged to me and as if these were all the answers I was looking for from Zendesk for a long time. I am finally satisfied with the services of Zendesk. There is a lot left to explore with Zendesk and I hope I can fully utilize it in the coming years.
What do you dislike about the product?
To be honest, I did not like Zendesk at first. I was a salesforce user and found Zendesk a little bit out of date and not that compatible. However, when I actually used it for some time, I found that it is nothing less than salesforce. It is just as many features and probably even more integrations to offer. In the end, I found all the answers I was looking for and that is what matters.
What problems is the product solving and how is that benefiting you?
We are using Zendesk Support to run our day-to-day business. It is an easy-to-use platform. We have realized that we need to upgrade our plans to use zendesk to its potential and to actually get what we want from the product. Our current plan does not allow us to do the same. We are looking forward to upgrading ourselves in the future.
Recommendations to others considering the product:
Yes, I would recommend it if you are looking for a fast and efficient solution for your business.
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