Zendesk Suite
ZendeskExternal reviews
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Simple platform to create knowledge articles and receive support tickets
What do you like best about the product?
It was effortless for us to set up a beautiful, professional-looking knowledge base using Zendesk. We created our instance seven days before our first event and were very quickly able to write, organize, and publish our self-service knowledge base. The website also looks professionally designed with the upload of just a few assets.
I also love how easy it was to set up the support system. We put ~1 hour into this setup, including connecting an email address and adding categories to the request submission form, and it fulfilled every need we had come event time.
The support staff at Zendesk also lives up to their company's purpose. On the same day I signed up for a free trial, an account manager/support person set up a meeting with me to discuss the problems we were experiencing with the product and connected us with the resources we needed to solve these issues right away.
I also love how easy it was to set up the support system. We put ~1 hour into this setup, including connecting an email address and adding categories to the request submission form, and it fulfilled every need we had come event time.
The support staff at Zendesk also lives up to their company's purpose. On the same day I signed up for a free trial, an account manager/support person set up a meeting with me to discuss the problems we were experiencing with the product and connected us with the resources we needed to solve these issues right away.
What do you dislike about the product?
It is challenging to create dashboards to see certain types of tickets together and get the metrics we need to see how we are doing. Besides this, I love the platform.
What problems is the product solving and how is that benefiting you?
The most significant benefit we have realized from using the Zendesk Support Suite is knowing what problems our customers are experiencing in real-time. Without Zendesk, we couldn't have set up a support system in the time we needed to, meaning we would have lost customers by not hearing what problems they were experiencing, and we would never know what bugs to fix moving into the future.
Recommendations to others considering the product:
If you need to build a public-facing knowledge base/self-service portal, choose Zendesk. If you are a small business looking to support your clients with a knowledge base, choose Zendesk. If you need to set up a knowledge base in record time, choose Zendesk. If you do not have any IT experience or don't know where to start to develop a support infrastructure for your company/product, choose Zendesk. It is the most straightforward platform you could use for all of these purposes.
Zendesk is an intuitive and reliable CRM tool.
What do you like best about the product?
Zendesk is quite easy to implement and is reliable. It is able to support what we needed in our organization for providing support to our customers (mainly our employees) in the HR space. At present, we implemented to support the employees' entire life cycle from recruitment to termination and even post-termination. Zendesk has the capability to integrate with other systems like Workday through APIs, where we can manage user creation, updates, deletion, and ticket management. They also have a built-in analytics feature where we can build queries and dashboards within Zendesk, enabling us to do ticket analyses and handle SLAs to improve our customer satisfaction.
What do you dislike about the product?
The pricing is relatively high, given the limitations that Zendesk can provide, especially the licensing costs. We also experienced difficulties in reaching out to technical support. There were multiple times that the technical support would say that what we're asking for is not technically possible, but our developers were able to find the solution ourselves. Moreover, they don't have a way to support escalations whenever necessary. In managing security through user segments, the logical functions are quite limited which makes it hard for us to create complex rules.
What problems is the product solving and how is that benefiting you?
Zendesk is our ticketing platform at present. Again, it helps us connect with our employees who need assistance whenever necessary. Another feature of the software is it can host a page containing a library of helpful articles and documentation for our customers. These articles can also have secured visibility by assigning user segments allowing us to manage effectively.
Recommendations to others considering the product:
Zendesk is a good CRM platform that helps provide answers to our clients through users, tickets and article management. It is easy to implement and can connect with other systems with ease with APIs in which they provide a good amount of documentation on how to use it. Because it is deployed in the cloud, it is relatively easy to access.
Generally happy with the service
What do you like best about the product?
I like how we have the option to customize the suite a bit with different apps and other settings. It is solid for a one stop shop for the needs of the multichannel work we do at our company.
What do you dislike about the product?
I do feel like the different apps within the ZD suite are a bit segmented. Like Support vs Explore vs Chat. Those are the main 3 I use and they all have a different look and feel to them as well as the reporting with chat vs explore are not on the same page. I have a few tickets open regarding this aspect.
What problems is the product solving and how is that benefiting you?
Supporting customers multichannel; email, sms, chat and slack (we route our slack to ZD chat). Even our phone vendor is Talkdesk, the tickets are still managed in ZD. It is great to have these channels routed to one place.
Recommendations to others considering the product:
Connect with the team to determine all the other programs you utilize to confirm they will play well with Zendsk. Use the help center and support, they are in depth and helpful but be aware there is a learning curve to master this app.
A smooth and simple live chat agent experience
What do you like best about the product?
The amount of self-serve information available and the speed with which I can connect to a live chat agent. (Yes, an actual human being.) This is a good thing.
What do you dislike about the product?
The challenge to find what I need in a forest of options. Luckily there's the ability to connect with a live agent.
What problems is the product solving and how is that benefiting you?
All technical support matters for internals and customers, from triage to resolution. We have the ability to direct customers to a single point for support and distribute the work amongst any team member. This alleviates the risk of customers reaching out to individuals. We also gain a historical record of past interactions and solutions.
Great customer support experience
What do you like best about the product?
The support agent was efficient, kind and helpfull.
What do you dislike about the product?
Nothing. I went to the chat and few seconds after, someone replied to me.
What problems is the product solving and how is that benefiting you?
Having a all-in-one tool allow us to earn time and being more efficient.
Amazing support
What do you like best about the product?
Chatting in with support has always been a great experience.
What do you dislike about the product?
Nothing. I believe that the support I receive is prompt and accurate.
What problems is the product solving and how is that benefiting you?
Expanding and automating my company.
Recommendations to others considering the product:
Zendesk is amazing and so is their support
Excellent support
What do you like best about the product?
The agent that helped me, was great in providing me the help I needed. I tried to search the help library and couldn't find my answers. Was very appreciative of the guidance.
What do you dislike about the product?
The help library could have a more robust search criteria.
What problems is the product solving and how is that benefiting you?
Bettering our communication with our customers and learning what our satisfaction rate is.
Overall a good experience, not much different from other providers
What do you like best about the product?
Seeing customer support's responses that I am tagged on.
What do you dislike about the product?
Having to navigate between contacts and accounts.
What problems is the product solving and how is that benefiting you?
Recovering forgotten passwords
Excellent Support Tool
What do you like best about the product?
LOVE the robust features that Zendesk has to offer! Very easy to use and, once setup with triggers and automations, makes managing customer requests or any outside communication effortless.
What do you dislike about the product?
Price is a bit on the hight side compared to other paid solutions or open source ones.
What problems is the product solving and how is that benefiting you?
Customer communications not getting lost in day to day business.
Really easy to customize to meet our business needs!
What do you like best about the product?
The various customization options when creating ticket forms, fields, along with reporting options in Explore.
What do you dislike about the product?
I feel as though some of the basic Explore recipes within the guide online should already be included.
What problems is the product solving and how is that benefiting you?
We are able to better track interactions with our customers. Along with being able to store phone calls for view, we are able to have better documentation regarding customers sending us their equipment to diagnose and/or repair. We are able to better see how employees are spending their time during the workday.
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