Zendesk Suite
ZendeskExternal reviews
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Zendesk is vast tool, and you need to learn lot on the way to set it up according to requirements.
What do you like best about the product?
It works 99% of the time perfectly with no outages, downtime
Less buggy
Less buggy
What do you dislike about the product?
The long waiting queue for chats
Agents not really fully aware of their own FAQ's and product, and how it works
They take longer for technical issues to be resolved.
Chat doesn't support Macros from Zendesk support, need to add manually
Reporting isn't that easy
Email delivery issues sometimes, but its painful
Agents not really fully aware of their own FAQ's and product, and how it works
They take longer for technical issues to be resolved.
Chat doesn't support Macros from Zendesk support, need to add manually
Reporting isn't that easy
Email delivery issues sometimes, but its painful
What problems is the product solving and how is that benefiting you?
Most useful feature/product line:
1) Child ticket and side conversations - Different departments are able to collaborate easily without actually paying for license count
2) Integration with Slack, Integration with Trustpilot - helps us to be on top of every feedback from the user, can easily update comments in Zendesk via slack
3) Different apps are available in the marketplace for support, talk & chat
4) Zendesk messaging - Integration to most of social media platforms are available
1) Child ticket and side conversations - Different departments are able to collaborate easily without actually paying for license count
2) Integration with Slack, Integration with Trustpilot - helps us to be on top of every feedback from the user, can easily update comments in Zendesk via slack
3) Different apps are available in the marketplace for support, talk & chat
4) Zendesk messaging - Integration to most of social media platforms are available
Recommendations to others considering the product:
NA
Product Manager
What do you like best about the product?
Simple to set up and create business rules
What do you dislike about the product?
Needs better integrations and control of UX
What problems is the product solving and how is that benefiting you?
Customer support across mutliple products and setting up a community for the product
Awesome Tool
What do you like best about the product?
The customization of the tool and the different ways to visualize the data but I also loved the great chat support
What do you dislike about the product?
There is not anything that I don't like about this tool
What problems is the product solving and how is that benefiting you?
Productivity , utilization are among the problems I'm able to resolve with zendesk
Recommendations to others considering the product:
I highly recommend to any company to have Zendesk as part of their tools
Very Helpful!
What do you like best about the product?
There is a wonderful help section with a plethora of help articles, and if you can't find the answer, there are agents available on live chat to help.
What do you dislike about the product?
Sometimes, it's hard to search through a large number of questions to find one relevant to you.
What problems is the product solving and how is that benefiting you?
I use Zendesk in my Customer Support team and it is really helpful to keep all contacts in one place.
Great Product. Great Service
What do you like best about the product?
The reps cater to you. They take their time to show you how things work, make sure you understand, and are confident in using their tool independently. And results of the chatbot are more significant than expected, with over 50% deflection rates in the initial launch.
What do you dislike about the product?
There was a lot more involvement on our side than initially expected. It makes sense that we would be so heavily involved at the start to build the bot. But initially, I thought maybe 95% would be handled by the Ultimate team. Going through the process, though, I realize that was an unrealistic expectation.
What problems is the product solving and how is that benefiting you?
With Ultimate AI, we are deflecting about 57% of chat inquiries, which frees up our live agents to handle urgent inquiries only. And more customers can self-serve.
Great Support Team thats super helpfull quick and easy.
What do you like best about the product?
The support team is super helpful and directly available from within app which is handy when you are working on stuff at the same time
What do you dislike about the product?
Nothing to complain about. I like the software buildup and how to work with it. Nothing i could think of that i highly dislike
What problems is the product solving and how is that benefiting you?
We are using ZenDesk for all of our company-wide customer communication for which ZenDesk is a great tool that quickly integrates into everything
Recommendations to others considering the product:
Its a great SaaS Solution get all your Customer Service Needs done in one place.
My experiece with a trial Zendesk Support and Sell account
What do you like best about the product?
The robust features of Zendesk support - I especially liked the custom FAQ sections that I could create.
It is also very helpful that I am able to merge all my customer interactions onto one platform, and to be able to tag different conversations with different help topics.
We have had trouble finding a platform that could manage our Business Whatsapp, business email, website based chat program as well as social media platforms - Zendesk thankfully does that all in a relatively simple and straightforward interface.
The other thing we found very helpful in this exercise was that the support team for Zendesk is very good and responsive - definitely represents the product and brand well.
It is also very helpful that I am able to merge all my customer interactions onto one platform, and to be able to tag different conversations with different help topics.
We have had trouble finding a platform that could manage our Business Whatsapp, business email, website based chat program as well as social media platforms - Zendesk thankfully does that all in a relatively simple and straightforward interface.
The other thing we found very helpful in this exercise was that the support team for Zendesk is very good and responsive - definitely represents the product and brand well.
What do you dislike about the product?
I encountered a few UI/UX bugs and website bugs - mostly to do with renewing my trial account.
When my Zendesk sell account expired, it kept auto-directing me to a subscription renewal page, even though my Zendesk Support trial was still active.
My colleagues and I find the price of extra agent accounts quite expensive, for a startup business we are struggling to justify having more than one agent per account at the moment. The price is even more daunting considering we might want to upgrade to the higher plan as well, which would mean extra cost from the plan but also the number of agents we can have on.
When my Zendesk sell account expired, it kept auto-directing me to a subscription renewal page, even though my Zendesk Support trial was still active.
My colleagues and I find the price of extra agent accounts quite expensive, for a startup business we are struggling to justify having more than one agent per account at the moment. The price is even more daunting considering we might want to upgrade to the higher plan as well, which would mean extra cost from the plan but also the number of agents we can have on.
What problems is the product solving and how is that benefiting you?
I was merging all my business's customer interface into one platform. We were facing the problem of having to manage too many different platforms.
The ability to create an interactive FAQ is great.
The ability to create tickets and tag them to specific topics is very helpful too.
The ability to create an interactive FAQ is great.
The ability to create tickets and tag them to specific topics is very helpful too.
Great CRM
What do you like best about the product?
Well organized and comfortable.
The graphics are superb.
The graphics are superb.
What do you dislike about the product?
High price and many actions and changes are too restricted.
What problems is the product solving and how is that benefiting you?
Customer service, delayed shipping, cancellations, etc...
Always here to help
What do you like best about the product?
Detailed guides will help in most cases, but even if they don't, the support team's answers are quick and useful.
What do you dislike about the product?
Sometimes it hard to find the answer as there too many guides.
What problems is the product solving and how is that benefiting you?
I mainly need the help of the Zendesk Support team to create the reports regarding the performance of my company's support team.
Many feature but simple to use Help Desk solution
What do you like best about the product?
Zendesk is very customizable to exactly what you need as a solution for your customer support department. The dashboard is very easy to navigate. It is reasonably priced. The AI-based chatbot for responding to questions for customer support is fast, smart and efficient. The internal and external support articles are easy to build and findable.
What do you dislike about the product?
It takes resources and time to be able to get Zendesk set up. Training is expensive and additional features can be pricey.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to scale our customer support department effectively, at a reasonable cost for our basic setup. Zendesk has a very good chat feature and a unified communication system. Zendesk provides a central hub for all our customer support roles and responsibilities.
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