Zendesk Suite
ZendeskExternal reviews
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Decent, but lacking in chat options.
What do you like best about the product?
It is a very robust system with multiple options to tailor your support to your clientele.
What do you dislike about the product?
There are only 3 aux codes for chat availability: Online, Offline, and Away. For such a robust system, this is disappointing. The system is not user-friendly., so it can be difficult to find the correct setting you want to adjust. The Help Center articles do not appear properly to user segments.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed us to set up a Live Chat option on our website. which increases customer satisfaction.
Recommendations to others considering the product:
Determine exactly what you need and how those features would look on Zendesk before enrolling in the system.
We are using zendesk in combination with CXone, and it's complicated and doesn't work correctly.
What do you like best about the product?
It's easy to see/understand your tickets and what needs to be done.
What do you dislike about the product?
Support is hard to get to. And (I think) becuase I use a combination of zendesk/CXone/Frontline I can't find a subject matter expert who can help me fix what's broken. (by the way, what's broken is that the tickets route to the wrong agents and duplicate, wasting time.)
What problems is the product solving and how is that benefiting you?
I need to be able to keep our calls/chats/email replies completed as efficiently (and fairly) among the team. We have "work items" that can't ben interrupted by a call and I don't know how to get rid of them, switch them to emails, I get instruction that's over my head.
Recommendations to others considering the product:
GO back to having live support and an easy way to reach folks. Your own chatbot isn't very helpful.
Powerful tool but too big that is not user friendly
What do you like best about the product?
I like that if you are a business with many different channels it can all be managed with one tool. We use email, chat, and chatbot. Also, like the multibranding capability.
What do you dislike about the product?
It has so many settings that are hard to nail the configuration to your needs. It's necessary to have a Zendesk Expert to get to the point that everything suits your business needs. Explorer is difficult to put together. Not very user-friendly. Learning curves take time.
What problems is the product solving and how is that benefiting you?
We use it to give support to our end-user, but also as we were able to structure the support service in tiers we can also give internal support to our teams. Makes communications easier.
Recommendations to others considering the product:
Is not a plug and play kind of tool needs the expertise to set it up.
Zendesk is a useful tool to help companies manage their helpdesk.
What do you like best about the product?
Zendesk is very reliable. We did not have any outages during our year subscription period. If you need API access, Zendesk supports it and many other integrations.
What do you dislike about the product?
Out of the box, Zendesk does not have many customizable features. You have to know how the API, or pay for the most expensive subscription model to harness all of the features.
What problems is the product solving and how is that benefiting you?
We went from email based support requests to Zendesk. By switching to Zendesk we were able to reduce the overall email volume and prevent double duty on tickets that had already been replied to or solved.
Recommendations to others considering the product:
Consider other options that might be fit for your organizational needs.
Powerful CRM, complicated reporting
What do you like best about the product?
Full package of communication channels -- ability to create omnichannel Support.
What do you dislike about the product?
Our team finds the reporting capabilities to be complex and even inaccurate at times. Can be glitchy.
What problems is the product solving and how is that benefiting you?
- Getting to customers faster as we scale
- Achieving SLA goals
- Achieving SLA goals
Good for managing and creating tickets
What do you like best about the product?
What I like about it is that we are able to open different tickets at the same time, use different plugin with it (Talkdesk Callbar), increasing the workflow and productivity.
What do you dislike about the product?
Sometimes the colour theme can be very boring and it gets the eye a bit tired after working long hours with tickets in Zendesk. To mitigate that I use an extension for Google Chrome.
What problems is the product solving and how is that benefiting you?
We solve all sorts of customer issues every day using Zendesk. Such as account questions, change in account information, general questions, incidents. Basically, all operations when we need to use email is made through Zendesk.
Great product, service ruins the entire experience
What do you like best about the product?
The system itself has many great features. Being able to manage all emails boxes, social media pages, and more on one platform makes it so much easier to manage and track. The customization options to build ticket forms that suit your business needs is awesome. It's a reasonably easy system to learn too - so much that I was able to build our ticket form and account all on my own. So easy to learn and manage. Reporting has no limits. I've been able to report on any piece of data I want to and with so many options of what type of graph or table I want to use, to the colors used, and so much more.
What do you dislike about the product?
The service of the support team and account managers has been negative. I've had to drop an account manager as we were getting nowhere, no follow up, no support in making adjustments to our account, missed meetings, and ignoring emails and phone calls completely. They even made an internal adjustment on their end which affected our contract. They never commnicated this until I reached out to inquire during renewal time. Our account manager had also offered us a monthly contract renewal in our renewal meeting. this was offered by both account managers on 3 separate occasions. When we went to switch to this option, i was told by the contract renewal manager that they would not honor this as their company does not offer it any longer. I was surprised and sent him the presentation where it clearly outlines the price of the monthly contract. I even provided the recorded zoom meeting date and times for their review in which they still refused. I was in shock they did this.
All in all, I find it very surprising that a platform intended for the use of customer service can provide such subpar customer service to it's own customers. I do not feel as though we are a valued client. Since all this renewal stuff, our account manager has not reached out once for our monthly meetings or to provide any support. Very disappointing service. The lack of service is so bad that it is not worth the system, which is too bad as the system is amazing.
All in all, I find it very surprising that a platform intended for the use of customer service can provide such subpar customer service to it's own customers. I do not feel as though we are a valued client. Since all this renewal stuff, our account manager has not reached out once for our monthly meetings or to provide any support. Very disappointing service. The lack of service is so bad that it is not worth the system, which is too bad as the system is amazing.
What problems is the product solving and how is that benefiting you?
We continuously face the issue of receiving any type of support from the account managers.
Adequate but also quite complicated to use for a growing start-up business
What do you like best about the product?
The design interface is clean and easy to use. The helpdesk functions look great and are superior in their design and ability to customize. The products are innovative and market-leading, and built for companies looking to scale along with their CX requirements.
What do you dislike about the product?
The integration between different Zendesk products is clunky at best. I always found it very difficult to find the location of settings for each product, as some settings are global, some are specific. The cost of the products also far exceeds the time spent trying to configure and work with the varying tools provided.
What problems is the product solving and how is that benefiting you?
Being able to respond to customers quickly and easily, either via desktop tools, email, or phone apps. Integration with our website was important in terms of chat functionality.
Effective but not very user friendly
What do you like best about the product?
I like that the whole team has access to e-mails, so if you are out of office they can view them without having to access your personal e-mail.
What do you dislike about the product?
I don't like the merging of tickets, it can be confusing. And I don't like the navigation within the site and the look is a bit dated.
What problems is the product solving and how is that benefiting you?
Mostly client facing problems.
Recommendations to others considering the product:
It meets the goal of transparency with tickets, but could show improvement in other areas
Zendesk Support Suite
What do you like best about the product?
I like that compared to email, I only see what is essential and requires and action from me.
What do you dislike about the product?
There is a lot of limitation when it comes to customizing emails.
What problems is the product solving and how is that benefiting you?
I can respond to my customers faster and keep it all in one place.
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