Zendesk Suite
ZendeskExternal reviews
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Easy to navigate lots of integrations
What do you like best about the product?
I love the macros that can be created. Tags can be used. So many automation options.
What do you dislike about the product?
Sometimes, in play mode CS reps will "bump" into each other. Not a huge issue but it can be annoying at times if you are not double checking to make sure someone else is not logged in the same ticket.
What problems is the product solving and how is that benefiting you?
Quality issues and customer support issues. Zendesk helps make things faster.
Recommendations to others considering the product:
I highly recommend Zendesk. It has everything you need for proactive customer support.
Great CRM to use for smaller businesses
What do you like best about the product?
I liked the ability to search for tickets previously resolved and organize resolutions based on the history provided. I also like the chat features in Zendesk which allows a team to be able to handle issues with clients if phone support is not available.
What do you dislike about the product?
Not much about Zendesk we didn't like. It provided exactly what we needed and what we were looking for.
What problems is the product solving and how is that benefiting you?
We are solving issues like customer turn around time. We strive for quick responses and fast solutions to issues. The ability to integrate JIRA and Slack to Zendesk gives us the ability to share information quickly and efficiently.
Can scale complexity as needed
What do you like best about the product?
Love the flexibility of the different rules, such as groups, views, triggers, automations, etc. Also love the ability to turn the different tags on tickets to be turned into analytics. That way, we could see what product areas were associated with the most tickets.
What do you dislike about the product?
Biggest challenge was that there was no notification of a rule being broken. We would change 1 rule, accidentally break another, and didn't know until days later.
What problems is the product solving and how is that benefiting you?
Support operations and efficiency. Makes it easy to manage ticket flows and scale up complexity as needed.
Recommendations to others considering the product:
Make sure you make the time to administrate before going live.
Great addition to our contact center
What do you like best about the product?
Zendesk has been a great addition to our contact center. We have been using it for over three years and it has grown with us as our company has grown. The best features are the integrations with our other technology solutions, Answer Bot for frequently asked questions, and easy ways to report on ticket types.
What do you dislike about the product?
There are some limitations when you do not have an enterprise license. It makes additional features such as chat and the knowledge management tool to work less efficiently.
What problems is the product solving and how is that benefiting you?
We are able to tackle low hanging fruit like frequently asked questions with Answer Bot, which free our agents up to respond to more challenging inquiries from our customers. We can also utilize the macro features to auto-fill information on a ticket to save the agents' time during each interaction.
Recommendations to others considering the product:
Make sure you consider what level license you re going to purchase and how quickly your growth will allow you to get the top level.
Zendesk remains the best option for support at enterprise scale
What do you like best about the product?
The easy nature of viewing open tickets and knowing what information is tied to which ticket.
What do you dislike about the product?
Not the biggest fan of the user interface, as it can sometimes become overly crowded.
What problems is the product solving and how is that benefiting you?
Collaborating as a team (solving support issues together) is much easier when everyone is utilizing Zendesk support together. The ability to quickly link an issue to another team member (and see that they're currently looking at it) allows for much faster resolutions. The score predictor is also a useful feature that helps us understand where we should be prioritizing efforts. Finally, the integration with our product allows our customers to seamlessly open a support ticket directly from their own application, which creates an extremely low-friction support experience and leads to much higher CSAT scores. Since utilizing Zendesk support, our CSAT scores have never been higher (often over 95% approval!).
Zendesk
What do you like best about the product?
Some of the better aspects of Zendesk were the integrations with other platforms (Slack, JIRA, etc) and the ability to create Help Desk centers.
What do you dislike about the product?
While the integrations with other platforms is great, when they do not work or fail to connect it can take time to fix or figure out another work around. Additionally, I would have liked a way to "hide" conversations (internal or external) in a particular thread. With too many "light agents" it could get really confusing.
What problems is the product solving and how is that benefiting you?
We were using Zendesk as our main customer service platform. The benefit we were able to see was the ability to hand off tickets to other "groups" in the organization.
Great system to manage custom support
What do you like best about the product?
Ability to manage internal and external communication
Ability to review tickets for other team members in the team
Integration with other platforms such as Harvest to monitor time spent per ticket
Ability to review tickets for other team members in the team
Integration with other platforms such as Harvest to monitor time spent per ticket
What do you dislike about the product?
Reports don't always show all data so you have to export to review
What problems is the product solving and how is that benefiting you?
We use it as internal as well as external communication with clients.
Review Of Zendesk for Sales
What do you like best about the product?
I like the fact that I can easily manage hundreds of tickets from multiple client bases. I can email them, see required info, and determine the best course of action all from a single platform. It makes it very easy to do my job that otherwise would take lots of time and effort.
What do you dislike about the product?
I don't like the fact that the platform can sometimes be a little difficult to understand, and, for how we use it, it can have some limited options regarding functionality. For example, when assigning categories, sometimes I need to best guess. Also, their support pages aren't exactly the best.
What problems is the product solving and how is that benefiting you?
I help manage hundreds of tickets across all categories, from account creations and deletions to changes and lots of requests for information. Ultimately, Zendesk makes handling these tasks easier, as it streamlines the process.
An efficient working space
What do you like best about the product?
I love that you are able to simply and effectively organize what you are working on
What do you dislike about the product?
I wish there was a better value for CSAT
What problems is the product solving and how is that benefiting you?
Workflow, and time management. This makes it easier to track productivity and the working functions for the day
Recommendations to others considering the product:
You’re able to accommodate your needs and build in what you may need
All Around, Solid Ticketing Solution
What do you like best about the product?
Zendesk does at least at least a little bit of pretty much everything, that you would need from a support ticketing platform.
In some areas they really excel (ticket management, automation flows).
They're also very easy to implement and get setup, with decent support.
In some areas they really excel (ticket management, automation flows).
They're also very easy to implement and get setup, with decent support.
What do you dislike about the product?
I'm sure every ticketing platform has similar pricing constraints, but there are some product add-ons that are ridiculously priced for small businesses. Meaning, they don't have a per/user price (Productivity Add-On for example). Instead, they have a base price for a feature set that really doesn't do all that much, but it adds $250/month to your bill, even if you have a single user using it.
What problems is the product solving and how is that benefiting you?
We have a standard tech support team that we're supporting both email and chat using Zendesk.
If you're looking for an all around, solid platform, Zendesk is a good place to start. Easy to implement and get started, with plenty of room to advance your setup if you have the need.
If you're looking for an all around, solid platform, Zendesk is a good place to start. Easy to implement and get started, with plenty of room to advance your setup if you have the need.
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