Zendesk Suite
ZendeskExternal reviews
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Strong product, excellent service.
What do you like best about the product?
Support is there for you at any time. Different types of professionals guide you along the way of implementation and make sure all the I's are dot. At any stage you feel secured of success and get to work with an outsanding product, tailored to your needs.
What do you dislike about the product?
When starting, it can come across as slightly overwhelming. Making sure you cover the needs can be challenging, as professionals could tend towards making things slightly to complicated.
What problems is the product solving and how is that benefiting you?
It provides a strong structure of knowledge which could be easily spread out over different places. This knowledge can now be easily collected, shared and transferred.
Zendesk Suite Solution
What do you like best about the product?
Easy to implement, flexible in configuring workflows. The reporting capabilities within Explore have significantly improved. Improved article management in Guide, but still lacks in certain areas.
What do you dislike about the product?
Talk essential is limited as far as flows setup and routing a call. Datetime fields are limited in using them in trigger/automation conditions. The views are limited in displaying the information needed. No option to differentiate light agent roles, or segregate better these internal users. The articles cannot be replicated to the other languages if needed to; it requires a manual copy-paste.
Zendesk support change that now requires you to go via a bot and is hard to get to a person to talk to, is a negative chagne. We need immediate answers, so we are agile - it takes to long to get an answer.
Zendesk support change that now requires you to go via a bot and is hard to get to a person to talk to, is a negative chagne. We need immediate answers, so we are agile - it takes to long to get an answer.
What problems is the product solving and how is that benefiting you?
Faster contact with customers increased visibility of how we perform.
Great case management tool for operations who want to focus on an awesome AX and CX!
What do you like best about the product?
Quick package of all basic solutions for a great ticket management system.
What do you dislike about the product?
Guided mode and real-time monitoring should be included below Suite Enterprise.
What problems is the product solving and how is that benefiting you?
Centralizing all customer interactions and valuable customer data. Operations can quickly be on-boarded for an easy-to-use ticket platform.
Good communication
What do you like best about the product?
I like that the support team answer by asking me questions to make sure they have understood my query, so they give me the right answer
What do you dislike about the product?
The time and also not always good step by step instructions on how to resolve certain issues when being linked an article etc.
What problems is the product solving and how is that benefiting you?
How to improve my metrics dashboard
Great tool for a support team!
What do you like best about the product?
Zendesk has many great features, from macros to reporting and particular triggers. If leveraged correctly, Zendesk will make your support team as efficient as it can be. There is a lot to explore from within the suite, so I recommend taking that extra time to get familiar with most of its features. We are still discovering features daily!
What do you dislike about the product?
My only comment here is that some of the features are not as intuitive as you would think, in addition to some basic customization you would think is possible, but either requires coding or is just not possible to do.
What problems is the product solving and how is that benefiting you?
Zendesk is giving our team the chance to provide a fantastic support experience to our clients by centralizing tickets, creating workflows and enabling us to get reports to keep track of all interaction, CSAT scores, SLAs and so much more.
Easy and useful
What do you like best about the product?
Easy setup and layout. All functions are comfortable to use.
What do you dislike about the product?
Nothing to add here, we have not used It very long.
What problems is the product solving and how is that benefiting you?
We collect all customer problems now into one place and hope to get good overview on where we can develope our product
Balanced helpdesk platform with full of integration opportunities
What do you like best about the product?
Integration opportunities with JIRA, Exalate, webhooks, API and IAM roles/restrictions.
What do you dislike about the product?
There are some non-native features/limitations like JIRA-Zendesk integration (sync). There is an available add-on/plug-in but it is handled by a third party.
What problems is the product solving and how is that benefiting you?
Central communication between internal and external stakeholders and content management. Due to Zendesk, it's easier to curate content and respond to customers from all fronts.
Must have for startups
What do you like best about the product?
Zendesk was the only tool of it's kind that offered a generous six month trial to all of their products through their Startups program. I found Zendesk was an extensive and fully customisable customer support software, who offer a lot of support, training and offers to other useful programs - perfect for new businesses in the early stages of developing their customer service ability. I integrated Facebook, Instagram and Whatsapp with Zendesk and was able to offer an omni-channel support system with custom workflows, customer self-serve options and paths.
What do you dislike about the product?
The software can be difficult to navigate and customise, so it can take a while to familiarise yourself once up and running. The live chat widget has bot functionality, and it'd be amazing if there were preset template workflows to get started, as it takes a while to set your own up from scratch.
What problems is the product solving and how is that benefiting you?
I needed to be able to provide a support function to customers through a web chat, social media, emails & ticketing system which I was able to funnel seamlessly into one central hub.
Works well and has a lot of configurable features. There are a lot to discover in the product.
What do you like best about the product?
To quickly get an overview of tickets and to quickly delegate.
What do you dislike about the product?
It is easy to get lost for some things in the admin management part.
What problems is the product solving and how is that benefiting you?
Having a knowledgebase and to easly create new articles.
Zendesk is built with the agent experience in mind
What do you like best about the product?
I like that the features and UI are intuitive and easy for our agents. Training them on how to respond to and update tickets is simple.
What do you dislike about the product?
The reporting capabilities are lacking. It is difficult to report on Guide metrics for seemingly simple/common reporting questions we would like answered. Many features that we would expect to be out-of-the-box end up requiring an add-on. Their support team is often not very responsive.
What problems is the product solving and how is that benefiting you?
Zendesk serves as our ticketing platform and our Knowledge Base platform through the use of Guide. It has been easy to grow with the features that have been provided though we have had to upgrade our plan to access certain features.
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