Zendesk Suite
ZendeskExternal reviews
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Overall great software, but it took a fair amount of tinkering to figure out the admin.
What do you like best about the product?
Can map the support center to be a subdomain of my main website & redirects work well
What do you dislike about the product?
The admin panel isn't all that intuitive & it took me a fair amount of tinkering to figure everything out.
What problems is the product solving and how is that benefiting you?
I had login issues when I moved from one domain to another, and the support team was quite helpful in getting me taken care of.
Zendesk Suite User
What do you like best about the product?
Overall organization and capabilities to track history.
What do you dislike about the product?
Inconsistent functionality release, upgrades resulting in taking a step back
What problems is the product solving and how is that benefiting you?
General history of relationship and organization
Overall, Zendesk works fairly well for us. However, there are a few features missing.
What do you like best about the product?
The ticketing system works well for our needs. We find that we can organize tickets by client and keep information easily in a single thread. The ability to set up quick responses and automations is also helpful to us.
What do you dislike about the product?
Reporting has some flaws that are hard to work around, such as the inability for Admins to access all dashboards and some query parameters are very hard to discern when you are putting reports together. We'd also really like the ability to add people in our organization (especially contributors) as auto cc'd for organizations when they submit tickets.
What problems is the product solving and how is that benefiting you?
We have over 100 clients, all of whom have their own unique issues. Zendesk keeps our conversation with each client organized and makes it easy to reference previous tickets for information as well. Additionally, we are able to pull a lot of metrics out of Zendesk to share in terms of our team productivity.
Good software, slowly getting better with age
What do you like best about the product?
ZenDesk has plenty of addons, fairly good reporting and is easy for people to pick up and use. Whatever can't be done, can mostly be navigated around using triggers, automation or the API.
What do you dislike about the product?
ZenDesk is slow to integrate features which is seen in other CRM platforms. Solutions such as Kustomer are starting to be trailblazers, and for the cost of ZenDesk, I wish it would be more of a leader in it's field.
What problems is the product solving and how is that benefiting you?
ZenDesk helps us integrate all channels (Instagram, Facebook, WhatsApp, email etc) into one omnichannel approach, allowing us to answer across many different channels with ease.
Good customer support system for our small business
What do you like best about the product?
Easy and simple to use for agents while giving admins a great amount of overall information.
What do you dislike about the product?
Some features would be great to have in the "Support" view, like adding macros.
What problems is the product solving and how is that benefiting you?
We are in constant communication with our customers, and the open tickets view is particularly helpful for all agents to be on the same page.
Great, all in one tool
What do you like best about the product?
Easy way to communicate with customers across all channels.
What do you dislike about the product?
Some critical details that would streamline service are missed and the support team don't always know the best workaround.
What problems is the product solving and how is that benefiting you?
Allowing us to effectively communicate with customers in one place regardless of the method of contact they choose.
Well designed, clean and understandable support platform.
What do you like best about the product?
The possibility to connect externally made plugins and integrations.
Clean and easy interface.
Clean and easy interface.
What do you dislike about the product?
Lack of sorting of attachments in tickets.
Limited functionality of spam prevention and incoming tickets filtering.
Limited functionality of spam prevention and incoming tickets filtering.
What problems is the product solving and how is that benefiting you?
Routing of tickets and trigger functionality improves the reply time on issues.
Extremely robust = learning curve to implement
What do you like best about the product?
Zendesk allows a large team to work together to respond to thousands of customers. It holds so much data and can produce robust reports used by our department and the whole company. It's relatively user-friendly to allow agents to work efficiently.
What do you dislike about the product?
There's just a lot to learn; after about two years of using it, I know we're still underutilizing it. Sometimes, you don't even know what you don't know. It also might not have all the functionalities necessary, which leads to paying for more third-party apps or integrations.
What problems is the product solving and how is that benefiting you?
I think they're working through tying customer data together, which provides more insight and context for the agent. It is a lot of data to consolidate and keep organized, so the efforts towards this customization are helpful.
The UI is really friendly and helps me to complete my day to day task in a very organized way
What do you like best about the product?
The live chat feature and the option to organise my emails in order.
What do you dislike about the product?
It would be more convienant if all the add ons's where free and inclusive of the current package.
What problems is the product solving and how is that benefiting you?
The issue is i wanted to integrate my twitter account and the support has provided the necessary steps to do so
Zendesk offers a variety of tools and ressources to optimize customers' interactions and experience
What do you like best about the product?
After some initial training an admin is able to configure Zendesk to a company's needs. It only requires programming skills for complex set-ups. Lots of apps are available in the marketplace to customize it to your needs.
What do you dislike about the product?
We wanted to integrate several customer service teams in one Zendesk instance. The usage of Zendesk brands helped us to distinguish the workload for each team but we cannot separate requests by brand so that they are invisible to the other teams. We are expecting a more advanced role model for access rights.
What problems is the product solving and how is that benefiting you?
- providing a history of all customer interactions
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
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