Zendesk Suite
ZendeskExternal reviews
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Very quick assistance and resolution
What do you like best about the product?
Instant support - the person talking to me solved my query quickly.
What do you dislike about the product?
I haven't got a negative comment so far.
What problems is the product solving and how is that benefiting you?
One agent view had changed and we were not able to see the tickets. THis was resolved quickly
Zendesk = flexibility and ease of use for smaller companies, but also offers enterprise solutions.
What do you like best about the product?
Agents are incredibly diligent and willing to help.
What do you dislike about the product?
Finding the live chat is not always easy; maybe a quicker way of contacting a live agent would be better.
What problems is the product solving and how is that benefiting you?
Usually, things that I can not find in the help center.
Quick and Painless Experience, Thumbs Up
What do you like best about the product?
I liked how promptly I got a response to my issue. Carmina answered within minutes. The collapsable feature of the actual chat was discrete on the Zendesk main page. It was also easy to find! I also like how I was able to see in real time that the support agent was communicating with me on the other end. It made the experience less stressful and also allowed me to multitask and focus on the job I was also doing. I would recommend reaching out to all new users and doing a Wizard tutorial to point out the benfits of using the Zendesk support tool.
What do you dislike about the product?
Carmina wasn't as accurate with the button I needed to press to solve my issue. It was a minor oversight, but as someone new to the platform and unfamiliar with the spectrum of functions, I would have appreciated as much accuracy as possible. I also would have appreciated maybe like, a ping or sound notification that got my attention more effectively. I did not want to have to actively check back and forth while trying to solve tickets and continue doing my usual work.
What problems is the product solving and how is that benefiting you?
Support helped me configure my ticket view screen so certain apps would be hidden from view as agents went through pages. I can also imagine using this Support Suite to check on any glitches I see or noticing any malfunctions within the platofmr in real time. The benefits are that for new agents, we have instant access to help with navigating the Zendesk platform. It makes for more productive work! I can see myself using the feature many more times. I would recommend increasing the incentive to reviewing user experience, as we all love exciting opportunities to get free stuff!
Recommendations to others considering the product:
Keep an eye on the lower-left corner of your screen where the icon lives. Your agent is there to help you, so be as specific with your case as possible!
Zendesk Support review
What do you like best about the product?
Customizable features are great. Having calls and emails in one place is super convenient.
What do you dislike about the product?
Some features don't interface with others. I can't make a View with the condition that searches a string in a text custom ticket field.
What problems is the product solving and how is that benefiting you?
Keeping calls and emails for our customers in one place. Managing our Support articles internally and externally.
Recommendations to others considering the product:
Study up, so you know how to use the tools provided!
Zendesk is at the Top of Its Game!
What do you like best about the product?
Always upgrading and expanding to match the latet trends and innovations.Easy to implement add-ons and integrations. Improves productivity by improving the agent/customer experience
What do you dislike about the product?
Help center ticket response time is not always efficient
What problems is the product solving and how is that benefiting you?
The AI Generative for Talk allows us to read transcripts of the call which speeds up Quality Assurance reviews and auto summariza reduces time agents spend writing notes about the call
Simple and powerful
What do you like best about the product?
Zendesk Suite works immediately out of the box but has a lot (and I mean a lot) of hidden powers right at your finger tips.
What do you dislike about the product?
Some features are available in overlapping products. Eg chat and messaging. Social via messaging and classic channels.
What problems is the product solving and how is that benefiting you?
Creating an Omnichannel environment that allow our customers to self serve while empowering our agents to solve and surprise the customer.
Recommendations to others considering the product:
Get a partner involved
Helpful Support
What do you like best about the product?
A powerful tool that can handle almost everything you need.
What do you dislike about the product?
Nickel and dime every feature making it hard to grow as a business. Either have not enough features with what you can afford or you have all features but can barely afford.
What problems is the product solving and how is that benefiting you?
Use it just as our main CRM. Handle emails and questions through our website.
Recommendations to others considering the product:
Nickel and dime you for every feature they can. Take free add-on's and sometimes "update" and start charging. Very powerful but be prepared to pay a lot more for it.
Good product with decent support
What do you like best about the product?
It's full-featured, configurable, and very reliable.
What do you dislike about the product?
Reporting with Explore isn't as robust as we'd like and the Talk data cannot be exported via an API.
What problems is the product solving and how is that benefiting you?
We needed a way to track all helpdesk requests internally and in our outsourced call center. We're able to separate them by using the multi-brand setup.
Zendesk is easy to use. If there are any questions just ask their support.
What do you like best about the product?
I like their support, they have answered thoroughly and fast.
The app itself is fine as well.
The app itself is fine as well.
What do you dislike about the product?
it's a bit complicated to send emails from zendesk email to clients. however inbound flow is straight
What problems is the product solving and how is that benefiting you?
email, guides, and chats
Recommendations to others considering the product:
just try zendesk and you will see how easy to use it is. if you have any questions their support is ready to use. please note, that you can have only 1 chat at the moment on their free plan.›
Great Features, Easy to Use
What do you like best about the product?
Zendesk Support Suite allows us to take our customer support/success to the next level. I love the ease of setting up ticket forms and fields so we can capture the necessary information we need to satisfy different requests. In our previous support tool we didn't have the option of doing this - it also didn't give us a Ticket Number that we could pass to the customer so they could easily reference an issue when they contact us (or when we are doing support internally) - we were having to use the customer name and conversation title which wasn't the best experience.
What do you dislike about the product?
We are interested in using Zendesk Talk so we can use an Analytics product to analyse our call recordings. However, Zendesk talk doesn't support recordings in Stereo format - only in Mono.
What problems is the product solving and how is that benefiting you?
We have totally revamped our customer support offering since using Zendesk. We have 1000 times more flexibility and reporting features when it comes to ticket forms and capturing additional data on tickets (Our previous provider used to charge to tag conversations!).
Our support team has greater visibility into what tickets are at specific stages of the process. This allows us to ensure tickets don't slip through the net and don't get answers.
Our support team has greater visibility into what tickets are at specific stages of the process. This allows us to ensure tickets don't slip through the net and don't get answers.
Recommendations to others considering the product:
If you already have a Zendesk account and your thinking of upgrading - make sure your not on the Legacy plan before you upgrade in the UI. We did this and we thought we were going to get all of the features displayed on the Zendesk Pricing page. This wasn't the case as we are on a legacy plan - we needed to purchase addon's which totalled $40 per agent per month. A price we were not expecting to pay.
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