Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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Good software, but many glitches
What do you like best about the product?
I love that it creates a call center solution without the hardware and overhead. Theis is taking Voip and creating a scalable solution for any size business.
What do you dislike about the product?
The system still has issues. Calls don't always pop up on screen correctly. Sometimes if they do, the answer button will not work. It now interfaces with Google notifications in a way that create extra work. Instead of just the ZD answer call button, a Google notification pops up. I have to click answer call there first, and then again on the ZD one half the time.
What problems is the product solving and how is that benefiting you?
We are able to create a call center type solution with a team located all over the world.
Zendesk has a chill vibe, would recommend
What do you like best about the product?
You have a set of acceptance criteria that only you are in a position to judge. As an active customer, I can tell you that Zendesk helps me manage 12 agents, support 1,200 users, and provides workflows and metrics that drive improvement of my customer service. The feature set was the primary way I judged success when I evaluated their product.
Just like the appropriateness of the feature set, you're the only one able to decide how heavily (your perception of) the company culture should weigh in your considerations. If an employee brought me a product that checked all our boxes but flagged it as inappropriate because one of their videos humorously acknowledged the existence of marijuana, I would doubt his ability to define the right success criteria. But then I'm not in your company, so I can't say how important this is to you.
In the bigger picture, you seem to be requiring a California company follow your state laws, which defeats the purpose of state laws. To imply that simply using the word marijuana in your state opens you up to some sort of liability is, frankly, silly. If that interpretation of Wisconsin law is true, I don't know how you have a TV or radio.
Just like the appropriateness of the feature set, you're the only one able to decide how heavily (your perception of) the company culture should weigh in your considerations. If an employee brought me a product that checked all our boxes but flagged it as inappropriate because one of their videos humorously acknowledged the existence of marijuana, I would doubt his ability to define the right success criteria. But then I'm not in your company, so I can't say how important this is to you.
In the bigger picture, you seem to be requiring a California company follow your state laws, which defeats the purpose of state laws. To imply that simply using the word marijuana in your state opens you up to some sort of liability is, frankly, silly. If that interpretation of Wisconsin law is true, I don't know how you have a TV or radio.
What do you dislike about the product?
Get passed the "cool" aspect and it encompasses everything a moderate to large service org wants, and needs. CS, analytics, the god awful buzzword synergy... everything.
In addition, its easy from an implementation stand, and easy for end users.
In addition, its easy from an implementation stand, and easy for end users.
What problems is the product solving and how is that benefiting you?
It will resonate with a certain type of client, and if you aren't it, then so be it. There's a cost associated to being a stiff corporate company as well; makes it difficult to stand apart.
The quality of the product and service should be the measure of it, not some off-hand reference in a marketing video.
The quality of the product and service should be the measure of it, not some off-hand reference in a marketing video.
It could be improved but I love the apps.
What do you like best about the product?
The variety of metrics available, and the customization.
What do you dislike about the product?
Phone feature is unreliable at times. it allows agents to cheat the system with the away feature.
What problems is the product solving and how is that benefiting you?
It allows for you to be able to track all interactions with customers.
Recommendations to others considering the product:
Maybe use a different service if your support needs rely on phone calls.
Good program for customer support
What do you like best about the product?
The organization that zen desk provides for different types of tickets
What do you dislike about the product?
It glitches a lot and the apps on the side sometimes don’t show up and cause further connectivity issues.
What problems is the product solving and how is that benefiting you?
It is an effective way to reach out to customers and solve customers issues. It is good for communicating about a specific order.
Awesome but needs some Improvement
What do you like best about the product?
I like it that the whole team can work together in one ticket and there will be an eyeball showing on the ticket if someone is in there. That helps us a lot not to duplicate things and we're able to communicate together.
What do you dislike about the product?
I hate the emails we are receiving in Gen and it looks completely awful.
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
What problems is the product solving and how is that benefiting you?
Email communication and order processing
Recommendations to others considering the product:
If you consider formatting in your emails, well Zendesk may not be for you but if you would like a team integration, file compilation and other things for customer help desk, Zendesk is perfect!
Zendesk is a great product but does have some complications
What do you like best about the product?
The intuition of information from our Support program that shares the customers information is nice that it shares. And, most steps are easy to learn.
What do you dislike about the product?
New tickets are generated for even associated accounts, this is very confusing as there could be two associated customers in our case (rider and driver) and those would be easier to track if they were one ticket under one subject. Also, it is very busy and has a lot of too many options that we don't use and adding categories is not easy to figure out without a manual of the program.
What problems is the product solving and how is that benefiting you?
Customer documentation, specifically rider accounts and driver accounts. Zendesk is our main program used to document all internal conversation and information for those customers and business partners.
Okay
What do you like best about the product?
Its user friendly and pretty straightforward
What do you dislike about the product?
It’s hard to get tech support to help you
What problems is the product solving and how is that benefiting you?
It’s helped keep all of my issues in one place
No compl
What do you like best about the product?
Like the ease of use and that everyone can use it no matter the skill level.
What do you dislike about the product?
Sometimes it takes awhile to get assistance, but most of the time works smoothly.
What problems is the product solving and how is that benefiting you?
System issues and resolved quickly.
Recommendations to others considering the product:
N/a
Effective and Intuitive, Yet Frustratingly Limited
What do you like best about the product?
Best features include an intuitive macro and CMS system, simple ticketing and shareable user states and exportable report data.
What do you dislike about the product?
I disliked having to convince my CEO to pay for the second highest product tier just so that we could export our comment data and run analysis on it. I disliked the forced organization of their FAQ component- topics have to be housed within articles which have to be housed within sections. This discouraged users from browsing otherwise easily accessible topics.
What problems is the product solving and how is that benefiting you?
Zendesk is effective for answering email volumes of 1000 or more tickets a day in a scalable way that allows work to be assigned to various sub teams and department levels.
Recommendations to others considering the product:
Consider using an external service for your user support section, FAQs etc. Also, their answer bot is a time sink.
It does the job
What do you like best about the product?
I have used Zendesk over two of my different roles in customer support.
As I have managed a team who all used it was helpful to be able to see statistics on their ticket volume but also manage their reply time etc.
Another thing I like is that you can categorise tickets so only a specific type of team with a particular focus.
You can ask for feedback which is great PR.
As I have managed a team who all used it was helpful to be able to see statistics on their ticket volume but also manage their reply time etc.
Another thing I like is that you can categorise tickets so only a specific type of team with a particular focus.
You can ask for feedback which is great PR.
What do you dislike about the product?
To someone who has not used the system before - it is not the most user friendly.
I also find there there is a delay of the information at times
I also think it is very easy to overcomplicate it as it is SO customisable.
We often get compliants about all the emails that each ticket generates.
I also find there there is a delay of the information at times
I also think it is very easy to overcomplicate it as it is SO customisable.
We often get compliants about all the emails that each ticket generates.
What problems is the product solving and how is that benefiting you?
We have several clients and a large team working on each - it provides a live support to each of the clients.
Recommendations to others considering the product:
Simply have it to your needs without all the add ons.
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