Zendesk Suite
ZendeskExternal reviews
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Zendesk makes the workflow as easy as pie
What do you like best about the product?
Zendesk makes the workflow simple, smooth, and accessible. It's the perfect home base for my line of work and is always reliable. The design is very straightforward and organized. I enjoy how easy it is to navigate and how many options and features make our work as simple as possible. Everything is accounted for on Zendesk, making it easy to track down past interactions. It simplifies the customer care process and makes communicating as seamless as possible. In the past, if I have had any issues, Zendesk support has been pretty good with trying to troubleshoot and solve possible issues, which is always a huge benefit when working with a company.
What do you dislike about the product?
There have been times when Zendesk has issues and glitches, mostly having to do with calls (I.e. calls will ring for 1 second, connect to a new call, do the same thing..). I believe these are just fairly common technical glitches, but then again, it is hard to tell sometimes if it's actually just my internet connection. I have also noticed that once in a while, a solved ticket will end up back in the queue instead of going to the personal queue of whoever was previously in correspondence, which can complicate things for us employees. It is never too hard to assign the ticket back where it belongs, though.
What problems is the product solving and how is that benefiting you?
Zendesk is the foundation for my job! And it's the perfect "home base." It makes correspondence with clientele as simple as possible. I particularly appreciate the organization and views that are available to us with the click of a mouse. The system design and aesthetic are optimal for sorting through and completing work. It makes it so that we can efficiently sort and organize large numbers of tickets and interactions and sort out what is a priority. I also appreciate how many options Zendesk provides regarding organization/ views, AKA the "sort by" features. This makes getting what I need easier and effortless!
It's not perfect, but our account rep is outstanding.
What do you like best about the product?
I can build the customer experience I want.
What do you dislike about the product?
NOT user-friendly or intuitive to set up new experiences.
What problems is the product solving and how is that benefiting you?
Your self-help is terrible. It's mostly a bunch of power users sharing coding tips. Not ideal for folks without coding experience. You need to build guidance into the product, itself.
Fast + Helpful
What do you like best about the product?
Support was fast and informative in resolving my issue.
What do you dislike about the product?
That I could not simply set up the service myself, and needed to reach out to support.
What problems is the product solving and how is that benefiting you?
We are linking our pre-purchased phone number with ZenDesk Talk. We are still working on it.
Zendesk Support Suite
What do you like best about the product?
Very powerful interface with many tools available right outside the box. The Zendesk Support Suite comes with most of the tools we need to make our buisness operations run.
What do you dislike about the product?
There are certain features of Zendesk that are locked behind a paywall or a different product such as Zendesk Sell, and Zendesk Sell is not quite powerful enough to replace our current sales software, Agile CRM.
We wish that there were more powerful emailing tools such as advanced email campaigns with if/than statement capability.
One example of this we use quite often is "if user has opened X email, send them to Y campaign".
We wish that there were more powerful emailing tools such as advanced email campaigns with if/than statement capability.
One example of this we use quite often is "if user has opened X email, send them to Y campaign".
What problems is the product solving and how is that benefiting you?
We have turned Zendesk into our support and helpcenter, as well as have configured through the use of webhooks a sales CRM in the support platform.
Recommendations to others considering the product:
Do your homework first to ensure that every piece of your business needs are covered, as you may need to piecemeal your solution together as we did.
It’s great but the most recent update not so much
What do you like best about the product?
Friendly reps, generally are very helpful
What do you dislike about the product?
The formatting of the macros is odd. When you select a macro it adds an additional space above it. Also when adding in links manually you can't just hit enter if changing the "text" portion. It's the little things
What problems is the product solving and how is that benefiting you?
Order issue related problems, sometime trouble shooting front end issues
Recommendations to others considering the product:
Don't hide the "Get Help" button, put it back to the little blue button on the side of the screen
powerful, omni-channel support platform
What do you like best about the product?
Fairly intuitive UI with no coding required. It allows us to work effectively and efficiently to address each one of our customer's concerns. Whereas some products simply exist in a silo, Zendesk does a nice job of connecting multiple systems to provide a more holistic view of our customer interactions.
What do you dislike about the product?
The built-in data/analytics functionality has a lot of nuanced mechanics and isn't very intuitive, even to someone with a BI background. It tries to be helpful, but I've had to learn a lot of its "quirks" before being able to really build out reports and dashboards in the way I want.
What problems is the product solving and how is that benefiting you?
We need a single channel for responding to all of our customer inquiries and gaining insights into trends and common issues. It was very important for us to be able to aggregate insights to pass along to the rest of the organization for more effective decision-making.
Recommendations to others considering the product:
If you're looking for a powerful platform to manage the majority of your customer-facing communications, Zendesk is a great product. It helps with automated actions and triggers, fields for reporting, and saved responses for more efficient agent work.
Zendesk Support Suite
What do you like best about the product?
We recently transferred to Zendesk Support Suite, and so far, what I like best is the Guide Admin - article update. We can initiate the following process using the new functions:
1. Review Status – there is an option to submit for review before publishing the article. This way, we can monitor and keep track of newly created pieces.
2. Tasks – this function can assign an article task to update the article to a particular agent.
I created new process on how to assigning article review to Peerson of Contact in a certain Brand. Also, we are very interested in Automating Chat Bots. This will help the team to manage our resources to other workload. I also believe it will create better end-user experience as they will see article guide related to their concern. It will also help us boost our Knowledge Management site.
1. Review Status – there is an option to submit for review before publishing the article. This way, we can monitor and keep track of newly created pieces.
2. Tasks – this function can assign an article task to update the article to a particular agent.
I created new process on how to assigning article review to Peerson of Contact in a certain Brand. Also, we are very interested in Automating Chat Bots. This will help the team to manage our resources to other workload. I also believe it will create better end-user experience as they will see article guide related to their concern. It will also help us boost our Knowledge Management site.
What do you dislike about the product?
I'm currently working on migrating our report from GoodData to Explore, and so far, I'm having difficulties. For instance, I created dataset that I cannot download through Excel and it turns out that I just need to edit the name. In addition, there are calculated filed that are not available in Zendesk Explore. I read similar concerns and have not addressed yet by Zendesk.
What problems is the product solving and how is that benefiting you?
First, I watched 2 Zendesk Training from Explore to re-create our Good Data report. It's challenging for me because there are metrics that I need to do from scratch because of different terminologies. Good thing that there are available articles to guide me.
Recommendations to others considering the product:
I will advise you to watch training videos and do not hesitate to ask questions for support.
Nice ticketing management platform with analytic tools
What do you like best about the product?
I love Zendesk explore. With this embeded analytic and reporting tools allow me to get data insights easily and quickly without doing the analysis manually through Excel. SLA and Customer satisfaction features are as well great to track customer feedback ans set the baseline within our team to take action on certain tickets. Zendesk also provide live chat channel which we can inquire/raise issue to customer support directly. The response is quite fast.
What do you dislike about the product?
There are some features that Zendesk can find ways to improve:
1. Delay in executing the data. Zendesk requires some times to sync across all tools when the backend configuration (e.g. ticket field) is updated. As the result, the data doesn't update instantly causing some delay in executing or running the data. This give me a hard time to figure out immediately whether my query behave in the way I want to or not.
2. Ticket form. the ability to creating the ticket form based on customer needs is great. But some fields cannot be modified or required technical knowledge to hardcode. I found this difficult for non-IT to work on.
3. Answer bot. Bot on Zendesk does not learn from the users' inputs. Instead, it suggests articles based on the set of logic that have been pre-defined.
1. Delay in executing the data. Zendesk requires some times to sync across all tools when the backend configuration (e.g. ticket field) is updated. As the result, the data doesn't update instantly causing some delay in executing or running the data. This give me a hard time to figure out immediately whether my query behave in the way I want to or not.
2. Ticket form. the ability to creating the ticket form based on customer needs is great. But some fields cannot be modified or required technical knowledge to hardcode. I found this difficult for non-IT to work on.
3. Answer bot. Bot on Zendesk does not learn from the users' inputs. Instead, it suggests articles based on the set of logic that have been pre-defined.
What problems is the product solving and how is that benefiting you?
Easier and more organized tickets. Be able to track back to the conversation history without running through Outlook. Able to run the report and create dashboard directly with Zendesk tools.
Recommendations to others considering the product:
It is useful platform for ticketing management with its built-in knowledge base center and analytic tool. Many add-ons may be needed, for example, side conversation history or linking parent and child tickets. With its CSM, the pricing is cheaper than others in the market.
Workable team
What do you like best about the product?
Chat and phone options that allow to easily navigate through
What do you dislike about the product?
The fact that we are not able to un-merge tickets
What problems is the product solving and how is that benefiting you?
Customer queries
Zendesk is really awesome!
What do you like best about the product?
Zendesk is
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
What do you dislike about the product?
Scenarios for talk lines are not covered enough.
What problems is the product solving and how is that benefiting you?
We are giving customer care, and it is terrific, how easy it is to bring all on one ticket.
Recommendations to others considering the product:
It is essential to align your processes to Zendesk. First, make yourself familiar, what Zendesk can do for you, and which "button" results in what. Then align your process to it. We managed to make some of our procedures tighter, thanks to Zendesk. So get all out of it.
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