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A bit complex to set up at times, but once you do, it can be super powerful.
What do you like best about the product?
Zendesk is highly configurable and allows you to create very specific processes, automations, tools, and more. For the most part, it seems like almost anyone should be able to make it work for their process.
What do you dislike about the product?
Some basic functionality is missing such as the ability to export tickets and their data. Also, even though there is often a way to do what you want or configure some automation or filter, it can be super non-intuitive and difficult to figure out. That being said, the support they provide usually helps get the job done.
What problems is the product solving and how is that benefiting you?
Zendesk gives us a system to organize customer requests and keep track of responses. This helps us keep our standards high!
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Zendesk support is very effective, but has its limitations
What do you like best about the product?
I like that zendesk support has the option of creating triggers, automation, and macros, which makes the agent's life easier, as well as a faster response to our customers. I really like that we can integrate zendesk support with third-party apps and improve the experience, as well as the other platforms linked to the zendesk support as the zendesk explore, chat, guide and talk. Recently we started to use the zendesk sell and its amazing to see the benefits of the integration with zendesk support. One other thing that makes the integrations work even better is the agent workspace, I like that zendesk wants us to offer the best experience to our customers and at the same time to our employees.
What do you dislike about the product?
Zendesk support has a lot of features and some of them are not yet complete, or working perfectly. We would like to do have more conditions for the triggers and automation that would run in less than 1 hour. Not sure if the chat and messaging is something that is inside the zendesk support suite, but we are facing some challenges in that part, especially with the triggers and integrations with zendesk sell.
What problems is the product solving and how is that benefiting you?
Splitspot is a coliving company, and we are trying to use zendesk as our main point of communication with potential leads, landlords, and customers. Zendesk helps us better address their concerns and solve this questions, as well as deal with any kind of emergency.
Has been a very helpful tool. Missing a few features.
What do you like best about the product?
I like the EVENTS feature of Zendesk. It allows me to see the steps taken during the ticket and helps troubleshoot any issues with the triggers. Customer Service loves this tool. It keeps them on their toes and proactive in serving the customer.
What do you dislike about the product?
I'm not too fond of the lack of features in the basic plan. Zendesk wants you to upgrade. I also don't like that you can't upgrade accounts for individual agents. For example, the reporting that an admin would only use. To get better reporting, you have to upgrade your entire account.
What problems is the product solving and how is that benefiting you?
It's solving the lack of data we have within our customer service team. It exposes the areas we need to improve throughout the company by allowing us to see valuable feedback from our customers.
Great, robust, well-supported, versatile
What do you like best about the product?
Everything we need, all in one place. The Zendesk team has been fantastic. Whether providing technical support, helping to workshop ideas, connecting us with partners, no complaints!
What do you dislike about the product?
Zendesk is an incredibly complex tool. Despite the excellent documentation, support and constant improvement, it is still difficult for the uninitiated to grasp all that it can do. This can make it difficult to sell new functionality to business leaders.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to consolidate information and tools in one place. The interface is intuitive and the tools are powerful. We have seen a tremendous improvement in efficiency and effectiveness of our staff, which can be directly attributed to Zendesk.
Some of The Best Support You'll Find
What do you like best about the product?
The support team went above and beyond to help us get our account working. Even with few details on the information needed to access the account and despite the fact that it had been lying dormant the team helped get the account up and running. Kudos guys!
What do you dislike about the product?
- Built for larger enterprises
- There are cheaper options out there
- More complicated to set up and manage than a lot of the fresher suites in the market
- A little expensive compared to competitors
- There are cheaper options out there
- More complicated to set up and manage than a lot of the fresher suites in the market
- A little expensive compared to competitors
What problems is the product solving and how is that benefiting you?
We needed a platform to solve user queries in an agent-assisted + self-help medium, and Zendesk Support Suite allows us to do both on one platform. Still need to check whether Zendesk has a chat option for clients.
Easy CX Tool to Manage and Setup
What do you like best about the product?
ZenDesk's strong points are that it's easy to setup without requiring detailed technical knowledge or IT support to configure. If you're a manager for a team that requires Support Suite, you'll be able to set it up on your own by going through the documentation.
What do you dislike about the product?
Because of ZenDesk's low-code approach to setting up the tool, there can be times where you can't configure ZenDesk exactly as how you want. But that is a small thing compared to the pros of this software.
What problems is the product solving and how is that benefiting you?
Support Suite is helping us to better manage our variety of customer requests in a streamlined and automated way. This has allowed better tracking of our staff's performance and staffing needs as our business scales.
Complete support management tool
What do you like best about the product?
I like managing multiple channels from the same interface: Chat, call, and email.
The UI is user-friendly, with many functionalities allowing the opportunity to learn quickly and increase skills step by step.
The UI is user-friendly, with many functionalities allowing the opportunity to learn quickly and increase skills step by step.
What do you dislike about the product?
It's challenging to manage reports and dashboards on our own.
What problems is the product solving and how is that benefiting you?
It helped me centralize communication channels in one tool and have better visibility of our support team activity.
Great platform for support needs
What do you like best about the product?
I've used Zendesk for quite some time, and one of the things I like the most is how versatile it is. It can be used by various teams, each with its own set of SLAs, schedules, and forms. The system can easily be configured to meet your requirements and updated as those requirements change to meet any new needs. They provide full reporting functionality right out of the box, with the ability to create customized reporting with an easy-to-use interface. You can also configure a fully functional help center with support articles that can be segmented based on user and agent attributes.
What do you dislike about the product?
There are a few quirks, like moving an agent from one group to another, that will cause all tickets assigned to that agent to be reassigned back to the original group, along with some features like round-robin ticket assignments that you have to find 3rd party apps from the market place to support.
What problems is the product solving and how is that benefiting you?
We use Zendesk to help track support request trends and future staffing needs basing on previous years. We can automate round-robin ticket routing with a third-party app to our various support teams and monitor our interactions.
Great All-in-one CRM Solution
What do you like best about the product?
Zendesk allows companies to support customers on multiple fronts, including email, phone, and even chatbot. Given the nature of B2C businesses, supporting customers through various channels is critical. Zendesk's customer support experience is where they shine brightest, where the team is timely, supportive, and detailed with any small or large support request.
What do you dislike about the product?
There aren't any significant issues, but I would like to see a built-in ticket-routing solution with Zendesk. Currently we are using are third-party marketplace app and are seeing some problems.
What problems is the product solving and how is that benefiting you?
Zendesk solves our biggest problem of servicing our clients to the best of our ability. It integrates various customer support channels into one and allows for the seamless management of each channel in a unified platform.
Zendesk is the King of Customer Support Platforms
What do you like best about the product?
Zendesk Support Suite makes it easy to communicate with customers efficiently and professionally. It also allows us to report on much-needed data from our tickets. The triggers and automation capabilities save us hours of work everyday.
What do you dislike about the product?
A downside would be a lack of planning when implementing new features. The new features are excellent, but sometimes gaps in the new features can cause setbacks.
What problems is the product solving and how is that benefiting you?
Zendesk just implemented a new custom statuses feature which has simplified our workflows immensely! Now they are working on implementing custom statuses based on groups which will further streamline our agent experience.
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