Zendesk Suite
ZendeskExternal reviews
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Really good product and support
What do you like best about the product?
How customised Zendesk is and how it performs its triggers triggers automation.
What do you dislike about the product?
Nothing really to dislike about the product.
What problems is the product solving and how is that benefiting you?
Better analysis of issues with Explore and ease of use of Support, Talk and Chat with multi-branding. We use Support mainly for B2C but also internal use
Recommendations to others considering the product:
Zendesk is one of the easiest and complete help desk solutions. Also plenty of training material to help, and excellent trips out to Roadshows etc.
Always friendly and knowledgable
What do you like best about the product?
I love that I can chat in to get my questions answered. There is never a lengthy wait and every rep I've ever interacted with has been very knowledgeable and fast!
What do you dislike about the product?
I actually don't dislike anything. I love being able to chat and that control of my system can be taken if needed.
What problems is the product solving and how is that benefiting you?
I often am solving problems related to set up. Today it was concerning set up of a trigger to automatically tag tickets.
Excellent CRM
What do you like best about the product?
How simple it is to use and organize. Simple to import new contacts and organize lists as needed.
What do you dislike about the product?
I think Zendeks could use more reporting integration and customer data sets.
What problems is the product solving and how is that benefiting you?
Keeping track and organizing customers. Being able to keep track of conversations without having to organize my email inbox.
Awesome Rewivew
What do you like best about the product?
I really like the easy of use of it. Also customer fields
What do you dislike about the product?
No, Hr Function I would like a dedicated onboard function
What problems is the product solving and how is that benefiting you?
Since going with Zendesk our sla's are cut in half.
Quick and Simply to Use
What do you like best about the product?
Zendesk, unlike other CRM's is very simple to use and integration is as easy as 123. It's like operating in an email mailbox. Their chat, CSAT and social media integrations make it even easier for customers to contact you and for your agents to manage the queue.
What do you dislike about the product?
At renewal, there were new cheaper packages available, and unfortunately, when we came to renew and reached out, we missed the 30-day deadline and had to pay the regular price which was very disappointing.
What problems is the product solving and how is that benefiting you?
Easy customer support integration. We can respond quickly to customers, the software organizes your tickets well, and the triggers help with auto-responses. We have also been able to integrate chat for immediate support for our customers as we do not offer phones.
5 years experience of working with Zendesk.
What do you like best about the product?
Most of our needs are covered by our current plan in Zendesk. The most useful features for building a comfortable workflow for our agents and more prompt answers for our customers. Working with Explore has become more convenient in comparison to Insight. Also, we have integrated Zendesk HelpCenter, which works not only as an external FAQ for our customers but as an internal one for the agents as well. And you will never guess that it is the Zendesk website - HelpCenter was easily customized according to our brand.
What do you dislike about the product?
Sometimes more clarify would be super useful (like log files). Some features like the clients' ability to rate chats in the mobile application on their own (without an agent sending a request) have been requested long ago but are still in development, which upsets. Zendesk is a sophisticated system, and because of it, it is not easy to implement some features quickly.
What problems is the product solving and how is that benefiting you?
With Zendesk we communicate with our clients in chats and tickets. Automatization of several mundane processes made our life easier - working with triggers and automations is super cool. Also, we love the possibility to integrate our own applications to Zendesk Support or use Zendesk-built apps like Knowledge Base Search or Knowledge Capture App.
Also, our HelpCenter built with Zendesk Guide is our savior - without it, the amount of workload would be unbearable, and with it, our clients have the possibility for self-help.
Also, our HelpCenter built with Zendesk Guide is our savior - without it, the amount of workload would be unbearable, and with it, our clients have the possibility for self-help.
Recommendations to others considering the product:
I suppose one of the advantages of Zendesk is their Success team. We were lucky to have one Success manager (Daria Kolobova) who was really attentive to our needs. So, Zendesk will be ready to listen to your demands and try to implement the solutions, though sometimes maybe not as fast as it is preferred.
Still could be better
What do you like best about the product?
I like Explore section, it is nice to see statistics. Macros, tags, triggers, and automations are helping too.
What do you dislike about the product?
I don't like that every time I contact Zendesk support I get a bunch of articles to read, instead of guiding me and answering my question straight away. I had only Taylor G. that was very professional and it took me a very short time to solve my questions with her help.
I don't like that we are able to use the Answer Bot, but there is no option to track what users are typing and that is the most important data! Also, the Answer Bot statistics is not quite clear to understand. Clicked articles - was always zero, so we reported and apparently there is a bug on your side.
I don't like that we are able to use the Answer Bot, but there is no option to track what users are typing and that is the most important data! Also, the Answer Bot statistics is not quite clear to understand. Clicked articles - was always zero, so we reported and apparently there is a bug on your side.
What problems is the product solving and how is that benefiting you?
Zendesk Support is connected with our App and website and Facebook. It is very nice and comfortable way to communicate with customers.
Great system that makes it easy to take the busy work out of supporting our customers
What do you like best about the product?
The ability to create a number of automations and triggers to help with assigning tickets and sending notifications to customers without the team having to manually review all tickets. Since implementing Zendesk we have seen a heavy increase in our Customer Satisfaction rating and a big improvement in our response times.
What do you dislike about the product?
There are some great features that have some odd limitations. Not being able to bulk update group memberships via CSV but being able to bulk update users/organizations through this method.
What problems is the product solving and how is that benefiting you?
We originally had an in house system that had no tie in to any of our other support channels. This system required a lot of manual work to ensure the correct information was present on the ticket etc. With the Suite, we have all of our support channels in the same system which means the support engineers have to switch between windows less and allows them to concentrate more on helping the customer.
Recommendations to others considering the product:
Take your time with setting everything up and plan it out
Sophisticated System
What do you like best about the product?
I love how easily each Zendesk instance can be personalized. You can create triggers, automations, groups, views, etc, depending on what your company needs and what kind of support requests you are addressing. This helps make agents more efficient and ultimately gets our customers faster responses and resolution times.
It's also very rare that we experience bugs. If we do, they're always addressed effectively and efficiently. I love that Zendesk has their own chat feature, so their customers can reach out for quick help and answers.
It's also very rare that we experience bugs. If we do, they're always addressed effectively and efficiently. I love that Zendesk has their own chat feature, so their customers can reach out for quick help and answers.
What do you dislike about the product?
Because there are so many possible different customizations, it can make managing Zendesk complicated. I am a relatively new admin, so it could just be a learning curve! But there are so many intricacies to be aware of.
What problems is the product solving and how is that benefiting you?
We have different types of agents on our Support Team and have set up multiple Groups and Views for these agents. Then, we set up triggers and automations to route the appropriate tickets to their corresponding agents. This helps save time routing tickets to specific agents from a general queue manually - they'll instead go straight to the correct agent.
We also have lots of macros set up to help agents answer common questions quickly and without much effort.
Having chat also enables our customers to reach out and get help quicker than if they were to email and create a ticket instead. Assisting customers in real-time generally produces faster resolution times and happier customers.
We also have ticket fields configured so that agents can select what topic customers are reaching out about. This allows us to generate reports on specific topics and see what issues our customers are commonly facing, how often they're reaching out about the same thing, or what kind of FAQs we're answering. In turn, we can create Help Center articles as resources, clarify confusion with in-app notifications, build new features, improve existing features, etc.
We also have lots of macros set up to help agents answer common questions quickly and without much effort.
Having chat also enables our customers to reach out and get help quicker than if they were to email and create a ticket instead. Assisting customers in real-time generally produces faster resolution times and happier customers.
We also have ticket fields configured so that agents can select what topic customers are reaching out about. This allows us to generate reports on specific topics and see what issues our customers are commonly facing, how often they're reaching out about the same thing, or what kind of FAQs we're answering. In turn, we can create Help Center articles as resources, clarify confusion with in-app notifications, build new features, improve existing features, etc.
Recommendations to others considering the product:
I recommend using the Help Center and taking any courses you can to learn about the tool! There are so many features to utilize - taking a structured course helps organize your instance and make the most of it.
Quick and resourceful
What do you like best about the product?
An upside to the ZD Support Suite is I can reach an agent at any time to answer questions I may have about the product I'm using. I'm always met with kindness and given thorough responses to help resolve an issue I may have. For example, when I needed assistance with how to send an outbound message using BCC, the agent was able to look into my account, find different ways to solve for this issue and if there were other ways to approach the issue. The agent listed helpful tips, needed functions in order to send a message using BCC, resources and also offered to walk me through the process step-by-step if needed. Although I wasn't able to implement the function, it was still helpful to receive this amount of support.
What do you dislike about the product?
Some dislikes are that I'm unable to find answers quickly for my questions if I don't have time to wait for a live agent to help with a question. It can be difficult at times when attempting to self-solve an issue because I do not have much free-time to browse through multiple forums just to try finding an answer to my specific problem.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping me solve problems when I'm unable to find a solution on my own. They're able to understand my problem, take the time to research multiple options of how to resolve said problem and give an honest answer of the options available to me.
It's great knowing I have the support of ZD team members when needed.
It's great knowing I have the support of ZD team members when needed.
Recommendations to others considering the product:
When considering Zendesk Support Suite, think about your company's needs and the problems you're looking to solve, whether to send tickets or have a live chat/chatbot function. If these sound like solutions that will help solve those needs, then ZD Support Suite may be for you.
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