Zendesk Suite
ZendeskExternal reviews
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Zendesk - simple and complex
What do you like best about the product?
The flexibility. You get to automate your response system to your liking. Additionally, there are lots of plugins available from third-party sites.
What do you dislike about the product?
It is a bit complex even to get started. In my first couple of weeks, the messages weren't being sent to customers at all. When I found this out, I had to call and fix it, then resend all previous messages.
What problems is the product solving and how is that benefiting you?
An error in HTML coding. I was trying to insert a link to an automation and was using the wrong type of quote marks " . Not sure how that happened.
Recommendations to others considering the product:
I'd recommend it, but I'd advise anyone to get well-trained on the management of it!
Frustrated Start-Up
What do you like best about the product?
Visibility to all of the tickets and ability to go between tickets quickly
What do you dislike about the product?
There are a lot of capabilities but someone internally needs to do all the configuration with just articles to guide. Some of the more advanced configurations lack easy implementation.
What problems is the product solving and how is that benefiting you?
Tracking issue types is thorough and flexibility of tags allow for creative tracking.
Zendesk Has Revolutionised Our Business
What do you like best about the product?
Zendesk has meant that instead of expanding our technical team we have been able to take more technical queries with the same number of staff, this means lower overheads and less staff training whilst increasing customer satisfaction.
What do you dislike about the product?
Zendesk has a tendency to recognise certain UK numbers as international numbers, this means they cannot be dialled. We have added international calling but the system still recognises them as international and charges us more even though they are definately UK numbers.
What problems is the product solving and how is that benefiting you?
Lower overheads, fewer members of staff, less training required, and happier customers. We are hoping to add the sales add on soon to increase company turnover.
Recommendations to others considering the product:
I would definitely recommend giving Zendesk a try, its important to not make a snap decision or go into it lightly as it will take time to get the most out of zendesk. We have only started scratching the surface of what it is capable of, but it is already been more than worth it.
ZenDesk provides me fantastic service in order to allow me to provide my customers fantastic service
What do you like best about the product?
I love the fact Zendesk makes my job super quick
What do you dislike about the product?
All of the guides i have to read through to get an answer (i normally just do live chat)
What problems is the product solving and how is that benefiting you?
Customer Volume. The benefits are endless! We can track issues. We love the reporting system!
Zendesk Review
What do you like best about the product?
It's easy to use and get adapted to. The easily accessible resources and agents to help out when you feel stuck
What do you dislike about the product?
This is dependent on your company's processes
What problems is the product solving and how is that benefiting you?
Support customers on our business products
Zendesk helps us keep our customers and agents happy!
What do you like best about the product?
We're really happy with the integrated email and chat dashboard for our agents (Agent workspace) and the ability to mange useful reporting, automated responses, and Answer Bot resolutions. The SLA functionality also helps agents stay focused with 'top-of-the-bucket' prioritization so they don't have to spend cycles trying to figure out which ticket is most important, or lose track of tickets in the queue.
We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers.
Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process.
The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com.
We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers.
Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process.
The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com.
What do you dislike about the product?
It's clear that Zendesk has been a work in progress over the years, and several modules do not sit tightly with each other. Chat, for example, was developed by Zopim, and it's clear that it's been copied/pasted into the layout. Configuration is especially painful and takes place on two different dashboards. They've consolidated some of the settings configurations, but it still feels cumbersome, and agent permissions management still jumps you back and forth between various configuration menus.
Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing.
Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing.
What problems is the product solving and how is that benefiting you?
We're handling requests originating from a variety of surfaces, web form ticket submission, web widgets in our app including in-app chat, email support, help center. Integrating this into a seamless experience for our agents is top priority as it allows our agents to live in a single environment. This plus the tight integration with the help center for public and internal-facing documentation is critical in assuring our agents have quick access to all of the resources they and our customers may need to be successful.
The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams.
The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams.
Easy and quick support to help with my query
What do you like best about the product?
Jean-Francois was very helpful and speedy with his replies and sent relevant, helpful articles to help in the future. He also followed u
What do you dislike about the product?
finding the live chat wasn't the easiest
What problems is the product solving and how is that benefiting you?
I was getting help with email templates to add branding to them
Quick and Efficient
What do you like best about the product?
I Requested the Zendesk's support by a chat session, very easy and an Agent answered very quickly. The Agent was very professional and handled switfly the case.
Then followed by the chat transcript within a mail converted to a case number very convenient!
Then followed by the chat transcript within a mail converted to a case number very convenient!
What do you dislike about the product?
May be you can upgrade the chat window, like a feature to copy/past an image.
What problems is the product solving and how is that benefiting you?
My issue was related to this topic : Customer emails don't show up in Zendesk
We found out that the caveat was related to our Google Group mail address.
We found out that the caveat was related to our Google Group mail address.
Good tool!
What do you like best about the product?
I think Zendesk Support Suite offers great value to manage your clients' queries, it has many options (many of them you discover as you need them, such as reports).
What do you dislike about the product?
I would improve the FAQ that Zendesk offers, since many times there is too much information and an article refers you to many more additional links that end up losing you, however, we have practically always been able to find answers to the doubts in one way or another.
What problems is the product solving and how is that benefiting you?
It allows us to track important data for our client management, measure times, measure the quality of our service, etc.
Recommendations to others considering the product:
Don't know.
Super Efficient & Friendly
What do you like best about the product?
The interaction with support was seamless, I didn't need to attempt to explain myself at all. The staff just get it.
What do you dislike about the product?
The issue doesn't seem able to resolve despite all the resources provided.
What problems is the product solving and how is that benefiting you?
Literally everything relating to setting up the Support Suite
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