Zendesk Suite
ZendeskExternal reviews
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Still exploring
What do you like best about the product?
Everything is gathered in the same interface, its easy to understand once you've gotten into it.
What do you dislike about the product?
The learning curve, it takes a while to get into it
What problems is the product solving and how is that benefiting you?
We can gather all types of customer interactions in the same interface despite which department we are in.
Good Support Ticket Management Tool
What do you like best about the product?
Ease of use for navigating Tickets and managing the Tickets. Good Automation and Trigger tools are available that allow less agent interaction and manual management of the Tickets and States.
What do you dislike about the product?
Sometimes the Spam Filters can not work well, and a lot of Spam Tickets can get past the filters an get Tickets Created in the System. This then requires manual deletion of the tickets and manually creating Triggers and Automations to manage and remove the Spam.
What problems is the product solving and how is that benefiting you?
Being able to Manage and Keep Track of Customer issues with our Product without letting any requests or emails through the cracks. It helps keep our responses to the Customers quick.
Very quick response time!
What do you like best about the product?
The fact that the team member (Gabbie) was able to figure out a solution to my issue in a matter of minutes is enough for me to recommend Zendesk Support Suite to just about anyone.
What do you dislike about the product?
The biggest downside to Zendesk as a whole, is the learning curve. It definitely takes a good amount of time for new users to get comfortable using the platform.
What problems is the product solving and how is that benefiting you?
While my company does in fact have it's own internal support team. Zendesk's Support Suite gives me direct access to a team that are experts on nothing but Zendesk!
Overall great with a few bumps in the road
What do you like best about the product?
The system is really great and has a lot of good functionality for supporting our customers and reporting on their experiences.
What do you dislike about the product?
The level of support you receive when you've run into issues. A lot of times your requests are met with a link to the Help Center.
What problems is the product solving and how is that benefiting you?
It's allowing customers to connect with us on chat and email.
Great tool to manage your supporttickets with a few shortcomings
What do you like best about the product?
Zendesk is a great tool to manage and control the Support tickets of our business.
There are a lot of tooling to suit our needs.
Also, the portal access for customers is very user-friendly.
Up-time is also very good. In 5 years, we only experienced a minor downtime of a few hours.
Last but not least, the Support from Zendesk is excellent. I always get an answer to the question within a day.
There are a lot of tooling to suit our needs.
Also, the portal access for customers is very user-friendly.
Up-time is also very good. In 5 years, we only experienced a minor downtime of a few hours.
Last but not least, the Support from Zendesk is excellent. I always get an answer to the question within a day.
What do you dislike about the product?
Since Zendesk has forcefully upgraded us to the 'Zendesk Agent Workspace', the layout is not optimized for e-mail-based support.
The newest ticket comments will be shown at the bottom of the screen.
There is (still) no option for changing the layout to put the latest comment on top.
When using triggers or automation, there is no option to comment on a ticket. Hope this feature will be added soon.
The newest ticket comments will be shown at the bottom of the screen.
There is (still) no option for changing the layout to put the latest comment on top.
When using triggers or automation, there is no option to comment on a ticket. Hope this feature will be added soon.
What problems is the product solving and how is that benefiting you?
We lacked a support tooling to effectively manage our support tickets.
Using Zendesk solved this issue. It is also great for creating knowledgebase content for customers.
Using Zendesk solved this issue. It is also great for creating knowledgebase content for customers.
ZD is not stuck 1875, they define CSCX trends
What do you like best about the product?
The constant upgrades and improvements help my agents do their job better. While it is challenging to keep up with the changes, it gives me tons of headaches; it does keep me engaged and provides me an avenue to optimize my workflows. One major launch which I particularly liked was Agent Workspace. It was not perfect, but way better than the OG.
TLDR: It stimulates my brain. Also, happy agents = happy customers.
TLDR: It stimulates my brain. Also, happy agents = happy customers.
What do you dislike about the product?
I have been using ZD since vanilla; I noticed that recent product launches do not necessarily come with the relevant support and tools to make them efficient and effective. For example, Answer for Flow Buider was launched without a reporting tool. How do you expect me to justify and promote ZD to my Boss? I can't keep explaining that it is on the roadmap with no defined timeline.
While Messaging has been a significant game changer, many elements were not ready during launch. I can understand why many clients are hesitant to migrate from Chat to Messaging. I would have halted the migration, too, knowing the significant after-effects.
Sadly, ZD Support staff were unprepared and struggled to understand the difference between MSG and Chat. Honestly, seeking help for Messaging was not a pleasant experience.
TDLR: Messaging felt like a half-baked cake with flashy decorations.
While Messaging has been a significant game changer, many elements were not ready during launch. I can understand why many clients are hesitant to migrate from Chat to Messaging. I would have halted the migration, too, knowing the significant after-effects.
Sadly, ZD Support staff were unprepared and struggled to understand the difference between MSG and Chat. Honestly, seeking help for Messaging was not a pleasant experience.
TDLR: Messaging felt like a half-baked cake with flashy decorations.
What problems is the product solving and how is that benefiting you?
With the onset of Flow Builder for Answer Bot, it manages to help deflect away a significant number of Tier 1 queries by allowing customers to self-help. Additionally, the launch of the Answer for Flow Builder made it even better. We were not only limited to relying on option flows, but we were also able to provide intent and train the Bot to be a better Bot!
Quick and efficient resolution time
What do you like best about the product?
I didint realise the first request I made would get an answer so quickly because it said up to three days. So I started an another request. Overall very satisfied
What do you dislike about the product?
There was nothing that I disliked. I do wish that the system had given me the same type of warning I received after trying troubleshooting steps in another section of the admin center
What problems is the product solving and how is that benefiting you?
I was unable to add an external email address in to the email section of Zendesk, and I was not getting an error message. The rep asked me to throw it in another field so I could see the error message. Figured out in the end that the email was being used by an end user.
Good Support and tool for your business
What do you like best about the product?
We can get help support when we find a bug that may slow the services down. I like the internal note within the tickets as well.
What do you dislike about the product?
Sometimes it takes more time than I would like to solve a bug, or to receive an answer from support, they analyze the problems and not always it is accurate.
What problems is the product solving and how is that benefiting you?
Calls not ringing to the agents, phone icon not appearing to all agents, delay in sending emails.
Thorough Service
What do you like best about the product?
Prompt response time. Thorough research. Well tested and provided helpful and relateable articles to help troubleshoot.
What do you dislike about the product?
Lacked updates, sometimes 6-8 minutes without an update from the team. I had to engage to ensure the team was still there.
What problems is the product solving and how is that benefiting you?
Quick response time, no need to engage account manager. Offers more specialized support.
The most powerful support platform that I've ever used
What do you like best about the product?
The Zendesk platform is feature rich and has all the tools necessary to support our products across all channels. It simplifies our workflow to ensure that all support inquiries are resolved efficiently and to our customer's satisfaction.
What do you dislike about the product?
When an issue or question arises regarding the operation or configuration of the Zendesk platform, I feel that Zendesk support is lacking. The only mechanism for support is Messaging (really just creating a ticket), and most questions an not answered for a day or longer. Zendesk used to have phone and chat support, which was very helpful because you could get an answer to your question on the fly. But for some reason, these support channels are no longer available.
What problems is the product solving and how is that benefiting you?
Zendesk support ensures that all support inquiries are resolved in a reasonable timeframe and delivers knowledge to the agents as they help resolve each ticket.
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