Zendesk Suite
ZendeskExternal reviews
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Once found, support was helpful
What do you like best about the product?
Wait time to chat with a live agent was not very long.
What do you dislike about the product?
Finding a live agent online was not intuitive
What problems is the product solving and how is that benefiting you?
I was looking for a way to review login details for my agents to the talk dashboard.
Zendesk for knowledge base software
What do you like best about the product?
Javascript, HTML and CSS customisation capabilities.
After much analysis of knowledge base software on the market, we selected the only software that enables extensive Javascript, HTML and CSS editing.
It can be fully customised using Javascript, HTML and CSS.
We have found very few limitations to what we can do within our knowledge base articles, from embedding training videos to creating speech bubble pop-ups for microcopy.
After much analysis of knowledge base software on the market, we selected the only software that enables extensive Javascript, HTML and CSS editing.
It can be fully customised using Javascript, HTML and CSS.
We have found very few limitations to what we can do within our knowledge base articles, from embedding training videos to creating speech bubble pop-ups for microcopy.
What do you dislike about the product?
The only drawback is when you have an article already published and would like to modify it, but not publish the modifications immediately. Zendesk would be amazing if they had some version control.
Also, there is very limited content control (who can view specific articles).
Also, there is very limited content control (who can view specific articles).
What problems is the product solving and how is that benefiting you?
Support documentation for our SaaS software.
World class suite of support tools
What do you like best about the product?
Zendesk has one of the best support offerings on the market, and the Zendesk team has found the perfect balance between creating features that are powerful but equally easy to use.
What do you dislike about the product?
Configuring Zendesk properly when your company/organization is small is very important because misconfigured features won't scale well as your team grows. In other words, you need to know how to implement Zendesk features upfront in a way that will scale, or you may run into issues later down the road when your team grows.
What problems is the product solving and how is that benefiting you?
We help customers when they have questions about using our product, setting up our product, and helping handle billing inquires for customers.
Recommendations to others considering the product:
Depending on your plan, I would recommend implementing the following features straight out of the gate:
– Contextual workspaces
– Dynamic Content
– Skills-based routing
– Create conditional ticket forms
– Take advantage of dynamic content
Other recommendations:
– Don't use too many triggers/automations
– Create a bump/bump/solve workflow to auto solve tickets
– Build out the Support product and the data product (Explore) together so that you have clean data
– Contextual workspaces
– Dynamic Content
– Skills-based routing
– Create conditional ticket forms
– Take advantage of dynamic content
Other recommendations:
– Don't use too many triggers/automations
– Create a bump/bump/solve workflow to auto solve tickets
– Build out the Support product and the data product (Explore) together so that you have clean data
ccue.external.support@aitsolution.ca
What do you like best about the product?
The response time is fast, as well as the details provided by the technical support staff can help to resolve the problem. Besides, the support agent will keep follow-up the case until I can resolve the issue.
What do you dislike about the product?
Not clear about the requirements, I need several runs of clarifications even though I had provided all the screenshots in the initial request form.
What problems is the product solving and how is that benefiting you?
After I updated the support email address, but I didn't find the general communication email to the end-user was updated. But I have no clue where to update the email address. The support agent provided hints for me to make the change to avoid misleading the clients.
Recommendations to others considering the product:
That's a handy help desk supporting channel for getting the technical advice and recommendation to resolve your problem. All the conversations are logged in the system so that I can revisit to recheck the details. And this is a perfect knowledge base platform for sharing the knowledge with the team. However, sometimes there is no way to keep track of the progress of the submitted requests. I would suggest providing something like a progress track update on a timely basis. Besides, I don't the chatbot can help a lot to resolve the issue because I can extend my question, and the response is almost the same, which provides the existing articles with similar topics in the system.
I would recommend the Zendesk Support Suite to be used in any organization size if they are looking for a robust Supporting system to handle all the tickets submitted by internal or external clients.
I would recommend the Zendesk Support Suite to be used in any organization size if they are looking for a robust Supporting system to handle all the tickets submitted by internal or external clients.
Simple and clear tool with several possibilities
What do you like best about the product?
I like the way the tool allows for integration with multiple channels and internal systems of the company. Simple, straightforward documentation allows for a quick understanding of what needs to be done.
What do you dislike about the product?
The deployment cycle is a little time-consuming and new features are important for companies.
Marketplace could improve a bit by allowing approximate viewing in other currencies for purchasing paid apps.
Marketplace could improve a bit by allowing approximate viewing in other currencies for purchasing paid apps.
What problems is the product solving and how is that benefiting you?
Daily difficulties in customer service
Useful ticketing system with great support
What do you like best about the product?
The Zendesk help center had great articles as well as the ability for other users to post their findings. This was very helpful for setting up workflows and running reports. When we couldn't find our answers in those resources, our account managers were very helpful and very responsive.
What do you dislike about the product?
Ultimately we needed to move to a more omnichannel CRM as we needed more of a timeline view. To have done this in Zendesk would have required more work than we were willing to do. We were also needing a more robust internal knowledge base, which we were not able to really get working.
What problems is the product solving and how is that benefiting you?
Zendesk did help us create the capability to track our agents production and how many interactions they were having per day.
Great tool for customer service team.
What do you like best about the product?
Automatitations
Views custom
Macros
Multilanguage
Skills
Views custom
Macros
Multilanguage
Skills
What do you dislike about the product?
The satisfaction survey is too closed, there isn´t for custom option and the generic one is not a good sentiment meter
What problems is the product solving and how is that benefiting you?
volume control
forecasting and organization of agents' work
forecasting and organization of agents' work
Review from Simon Blouner
What do you like best about the product?
The entire product - huge Zendesk fan and currently my career is completely based on being a Zendesk specialist
What do you dislike about the product?
Various minor functionalities and how feedback is handled. Often one with a lot of zendesk experience is thinking develipement is way to slow
What problems is the product solving and how is that benefiting you?
Everything. Im currently working with a large client who is using zendesk for both customer facing communication and internal communication accros a broad variety of teams
super zupport
What do you like best about the product?
the ease during the communication.
continuous followup from support is a plus too.
continuous followup from support is a plus too.
What do you dislike about the product?
nothing in specific.
I am pretty satisfy with the support.
I am pretty satisfy with the support.
What problems is the product solving and how is that benefiting you?
needed to have vendor security documents for our company.
It has the best support practices and a rapid response team
What do you like best about the product?
the customer support service is very convenient to use.
What do you dislike about the product?
I have not to feel anything that I dislike.
What problems is the product solving and how is that benefiting you?
I am solving the problem of our clients, and the redact function is awesome to use, macros function and add user function is the best to create a contact database.
Recommendations to others considering the product:
it is the best software for CRM Management.
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