Zendesk Suite
ZendeskExternal reviews
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Outstanding Product
What do you like best about the product?
Zendesk support suite offers an all in one, from chat, phone, email all in one place. The fact that you can turn on and off the phone portion and the chat portion is extremely helpful when you have agents on lunch or break.
What do you dislike about the product?
We have not found anything to dislike at this time.
What problems is the product solving and how is that benefiting you?
We use Zendesk to communicate with our non-profit organizations as a help desk all support tickets are routed to our Zendesk where our agents handle the email tickets coming in. Each ticket is automatically numbered and when solved it saves in the system for later retrieval
Recommendations to others considering the product:
I would highly recommend if you want an all in one platform for email, chat, phone, you can also create macros for responses saving typing time. It is very easy to learn and new employees can pick it up quickly. Our technical support department uses this daily.
Simple and very strong communication.
What do you like best about the product?
The opening of calls by the customer leads to a quick perception of the problem to be addressed.
What do you dislike about the product?
The TAG system could be better relativized to an efficient database.
What problems is the product solving and how is that benefiting you?
When providing support analysis in a company, I realized that the technicians did not know how to operate the system as a whole.
It was then to show some tutorials that exist on the site itself that helped to develop a more efficient routine.
It was then to show some tutorials that exist on the site itself that helped to develop a more efficient routine.
Recommendations to others considering the product:
Do more explain videos and tutorials.
Zendesk - Friendly internally and externally
What do you like best about the product?
Big fan of Zendesk's abilities to make Support seem like a friendly layout for customers -- it reads as a conversation.
What do you dislike about the product?
Can be a bit difficult to understand when you're commenting internally vs externally.
What problems is the product solving and how is that benefiting you?
External Support Communication
Great for customer support and internal communication
What do you like best about the product?
I like the ability users have to follow certain tickets and communicate with team members internally.
What do you dislike about the product?
Sometimes it's easy to lose your place if you click around too much because Zendesk will open up new tabs with each click.
What problems is the product solving and how is that benefiting you?
Ease of communicating with team members to resolve complex customer problems
Recommendations to others considering the product:
Take the time to go through initial training when you get started. It's really helpful and will minimize frustrations in the future.
Great product for customer service
What do you like best about the product?
The product is very intuitive and provides helpful pointers to optimize your customer success channel.
What do you dislike about the product?
The platform can be a bit clunky when using for the first time. But it's pretty easy to understand after a few reps.
What problems is the product solving and how is that benefiting you?
We are using ZenDesk to drive strong customer service for our current customers as well as prospective customers. Our journey often requires answering questions about shirts designs and fulfillment and ZD has helped us immensely.
I've used Zendesk for over 10 years and it continues to evlolve to keep up with the times.
What do you like best about the product?
The knowledge base walks you through building out your account to your needs.
What do you dislike about the product?
Sometimes the reporting is lacking and Explore is still growing, but have had some frustration learning Explore.
What problems is the product solving and how is that benefiting you?
Right now we just use it as our solve customer service platform.
Recommendations to others considering the product:
Their support team is super helpful as well as the articles created by the community.
ZenDesk has great features.
What do you like best about the product?
We were able to compile things in such a way that we could prioritize from oldest to newest or most urgent to least urgent.
What do you dislike about the product?
There was nothing to really dislike. It was fairly intuitive.
What problems is the product solving and how is that benefiting you?
We are able to keep track of our own producitvity through Zendesk. We also have the ability to enter a new issue through our emailing system to streamline workflows.
Zendesk is easy to use, customize, and the Zendesk team is amazing!
What do you like best about the product?
I like the ability to customize or do just about anything with the combination of triggers and automations. Zendesk Support Suit has significantly reduced our tech stack and enabled us to become more efficient and save oodles of money for our organization! Also, the support, and customer success staff are stellar. Our request are always addressed in a very timely manner and its clear everyone at Zendesk is passionate about what they do and are well versed in the ways of the Zendesk. Our newest Customer Success team including Chelsea, Hillary, and Kale are great. Chelsea is willing to jump on a call and drives the conversation in a way that enables her to better understand our needs as a desk /customer so that we can partner in designing and implementing Zendesk in a way that ensures we are successful. Personally, I also really appreciate Zendesk's awareness of events happening in the world around and demonstrate decency in their decision-making as a company. For example, the multitude of webinars in place of Zendesk Relate which was canceled due to Covid19 were amazing (even though we went to Miami anyway :D ). We met Sarah Reed in Miami. It was clear that Sarah worked tirelessly to setup the Zendesk Relate conference which Zendesk made a difficult but responsible decision to canceled at the I'm sure great expense to the company. All this to ensure that customers and their staff were safe in the onslaught of Covid19. Sarah in spite of these unfortunate circumstances was still an extremely positive/kind figure to those of us who showed up in Miami anyway and demonstrating the resilience and commitment to the customer centric organization that is Zendesk. I've also attended Zendesk's CX & Pride event. All this to say that its clear that Zendesk cares about people as well as being a successful business and that's truly amazing. I would recommend Zendesk to any organization.
What do you dislike about the product?
The new agent workspace needs some work. We would love to enable this for our team but the spacing on chats specifically makes it very challenging to look at a ticket. If there was an option to expand / collapse chat threads that would be great. We would love to use a round robin style ticket assignment automation tool native to zendesk.
What problems is the product solving and how is that benefiting you?
We've found loads of efficiency with Zendesk talk, answerbot and ability to make dynamic changes to our Zendesk architecture without code changes which enables us to pivot quickly depending on the needs of the desk.
Seamless integration and variety of tools help you take the customer experience to the next level.
What do you like best about the product?
The UI is user-friendly, clean and simple. Besides that, these are 2 critical features Zendesk offers: high-level of customization as your support team scales and serves different countries and demographics, and constant innovation of added tools to improve the customer experience, such as Guide, Gather, dynamic content, languages etc.
What do you dislike about the product?
Lack of an inclusive list of languages to support. Currently, our zendesk supports 26 languages, but Zendesk needs to increase these to include many more languages. The reason being that for languages that Zendesk doesn't support, there is a fair amount of inefficiency and tedious work that goes into setting up macros that can't be supported in the dynamic content options as a result of Zendesk not supporting them.
Also, there isn't a function to efficiently and quickly export all macros and tags for review and organization.
For Zendesk Guide, there needs be an easy and clean way to export the help center articles. We only find workarounds, apps developed by others or community articles, but Zendesk should build its own system. The UI and customization should be improved.
Also, there isn't a function to efficiently and quickly export all macros and tags for review and organization.
For Zendesk Guide, there needs be an easy and clean way to export the help center articles. We only find workarounds, apps developed by others or community articles, but Zendesk should build its own system. The UI and customization should be improved.
What problems is the product solving and how is that benefiting you?
1) Serving our global and diverse community of users in multiple languages
2) Analyzing our support with Zendesk Explore
3) Being able to add and support over 900 macros
3) Ability to integrate a seamless support experience into our app as well as a Help Center you can deeplink in support tickets
2) Analyzing our support with Zendesk Explore
3) Being able to add and support over 900 macros
3) Ability to integrate a seamless support experience into our app as well as a Help Center you can deeplink in support tickets
Powerful Chat Tool For Web
What do you like best about the product?
Power and automation for administrators.
What do you dislike about the product?
Setup can take some time to get everything tweaked to your liking.
What problems is the product solving and how is that benefiting you?
Creates a straightforward dashboard for support to connect with users.
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