Zendesk Suite
ZendeskExternal reviews
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Zendesk is great for Support with our team members!
What do you like best about the product?
I loved the fact that when problems or support issues arose I was able to use the zendesk tools to help accomplish the needed goal.
What do you dislike about the product?
I didn't like the interface at the time but it eventually grew on me.
What problems is the product solving and how is that benefiting you?
I used it to solve the business problem of support and help desk
Gets the job done
What do you like best about the product?
Easily searchable, which is a huge benefit over employees using their own individual inboxes for client communication. Customizable to a point. The macros (templates) are very easy to add and edit.
What do you dislike about the product?
Very basic functionality. The reporting is mediocre.
What problems is the product solving and how is that benefiting you?
Tracking response and resolution time is important for a customer success role, which Zendesk can easily provide.
Zendesk is somewhat Zenful
What do you like best about the product?
I like the ability for app integration and the help center that you can create for your end-users.
What do you dislike about the product?
There are a few things about Zendesk that I would like to see improve:
1) the functions for Zendesk are limited. For instance, when you create new categories or sub-categories you are not able to move the items and place them to your own sort. The ability to sort is there, but if I have a list of Customers and I wanted All Company to be at the top of the list but I can't because I have another Company named ABC Company which will show before All Company when you sort it.
2) Help Center does need better capabilities that are more user friendly, as it is pretty much like a wiki or a webpage so if we can edit the page like you could if you were creating a website that would be awesome. Ability to add a side menu for external links or something would be helpful so you can use Help Center for everything. Instead limiting it to those that know how to code.
1) the functions for Zendesk are limited. For instance, when you create new categories or sub-categories you are not able to move the items and place them to your own sort. The ability to sort is there, but if I have a list of Customers and I wanted All Company to be at the top of the list but I can't because I have another Company named ABC Company which will show before All Company when you sort it.
2) Help Center does need better capabilities that are more user friendly, as it is pretty much like a wiki or a webpage so if we can edit the page like you could if you were creating a website that would be awesome. Ability to add a side menu for external links or something would be helpful so you can use Help Center for everything. Instead limiting it to those that know how to code.
What problems is the product solving and how is that benefiting you?
We use Zendesk for Help Desk and Application Support so it is a good tool to track tickets for issues from end-users. It helps me solve peoples issues and questions in regards to our application. I realized that having a tool like Zendesk is a need in any type of business.
Great usability; not yet an Enterprise product
What do you like best about the product?
Zendesk is very agent/end user friendly. The UI is clean, modern, well-designed and very easy to learn. We barely need to train people on Zendesk since it's so easy to pick up from an agent perspective.
A lot of the features are very well thought out, particularly the triggers and automations functionality. As a technical user, I also love how well the APIs and features are documented in general. Unfortunately still some limitations to the majority of features, though, that limit the potential business value.
A lot of the features are very well thought out, particularly the triggers and automations functionality. As a technical user, I also love how well the APIs and features are documented in general. Unfortunately still some limitations to the majority of features, though, that limit the potential business value.
What do you dislike about the product?
I've been using Zendesk for three years now, both as a user and an admin. In that time, we've steadily been going upmarket and, as we've done so, I've noticed more limitations with Zendesk. I should stress that the majority of these are as an operations professional/administrator, not a user. Users have remained happy with the tool throughout.
In summary, my key issues with the tool are as follows:
User permissions are too broad:
It generally feels like you have to give someone all permissions or nothing. You'll end up making someone an administrator just to give them access to one particular feature that customising other profiles won't allow. It's also very difficult to set the access levels to tickets correctly. For example, if a customer says they only want Agent A to handle their tickets or wants to sign an NDA, I can't realistically prevent Agent B from seeing those tickets if they create a custom view or search for said tickets.
Difficulty integration with other key systems:
Zendesk offers an out-of-the-box Salesforce integration, which is no use at all if you want to sync objects other than accounts and contacts. We had to write a very expensive integration to get the data into Zendesk the way we want it.
No robust sandbox/testing environment:
If you have a "sandbox" account in Zendesk, it's basically its own separate entity. There's no way to push changes from one sandbox to another unless you want to go to the effort of writing your own script. So, you can test a new set of triggers or automations in sandbox, but you have to rebuild them by hand again in product, which increases the level of effort and the likelihood of making errors.
Support tends towards non-technical:
Support has been better lately and I have no complaints about their friendliness/tone. However, I'll often reach out about something technical and will have to go through a few levels of support before I get to someone who can help me out. That can be frustrating.
Basically, Zendesk was absolutely wonderful when the business was younger and less complex and remains great in many ways and definitely better than the majority of platform out there, but as we're gone upmarket, the gaps have really started to show.
In summary, my key issues with the tool are as follows:
User permissions are too broad:
It generally feels like you have to give someone all permissions or nothing. You'll end up making someone an administrator just to give them access to one particular feature that customising other profiles won't allow. It's also very difficult to set the access levels to tickets correctly. For example, if a customer says they only want Agent A to handle their tickets or wants to sign an NDA, I can't realistically prevent Agent B from seeing those tickets if they create a custom view or search for said tickets.
Difficulty integration with other key systems:
Zendesk offers an out-of-the-box Salesforce integration, which is no use at all if you want to sync objects other than accounts and contacts. We had to write a very expensive integration to get the data into Zendesk the way we want it.
No robust sandbox/testing environment:
If you have a "sandbox" account in Zendesk, it's basically its own separate entity. There's no way to push changes from one sandbox to another unless you want to go to the effort of writing your own script. So, you can test a new set of triggers or automations in sandbox, but you have to rebuild them by hand again in product, which increases the level of effort and the likelihood of making errors.
Support tends towards non-technical:
Support has been better lately and I have no complaints about their friendliness/tone. However, I'll often reach out about something technical and will have to go through a few levels of support before I get to someone who can help me out. That can be frustrating.
Basically, Zendesk was absolutely wonderful when the business was younger and less complex and remains great in many ways and definitely better than the majority of platform out there, but as we're gone upmarket, the gaps have really started to show.
What problems is the product solving and how is that benefiting you?
We use Zendesk to answer technical and billing questions from our users. Great tool, has really helped us streamline our case routes and provide us with data showing that we are hitting our contractual SLAs. Also very handy to produce data that indicates we need to hire more support staff in specific locations.
Recommendations to others considering the product:
If you want a true Enterprise level product, consider other options. If you're just starting out, Zendesk is fantastic.
Works well
What do you like best about the product?
Works very well to track support issues
What do you dislike about the product?
I don't know of anything we dont like today
What problems is the product solving and how is that benefiting you?
customer issue and support tracking
It's a good product small product line
What do you like best about the product?
Its easy to get started with it. There are good things you can do put of the box you can go really basic and build up slowly.
What do you dislike about the product?
It's very limited. Deep reporting isn't there. Lots of things are add on apps. Some are free, the better ones are pay and by third parties.
What problems is the product solving and how is that benefiting you?
Easy customer support for the customer and the agent.
Recommendations to others considering the product:
Its a great product for any starting company. The software can grow with you the fewer products in your catalog the better.
Zendesk
What do you like best about the product?
Ability to search support history to research common problems or issues that we face.
What do you dislike about the product?
You need to know how to use the search feature to find what you are looking for.
What problems is the product solving and how is that benefiting you?
One common place for work tickets.
Great customer support platform!
What do you like best about the product?
Possibility to export chat transcripts to email; invite other members to chat; accurate reports.
What do you dislike about the product?
It would be great if Zendesk chat could provide remote sessions with users, as well as video/audio calls support. Sometimes the Zendesk chat window annoys our web site visitors, and there is no way to shut down the chat window (however you can hide the chat window - which is good).
What problems is the product solving and how is that benefiting you?
The software is a very useful tool to negotiate with customers and provide the 1st level of technical support. This is basically the business problem I'm solving. There are many visitors on our web site who do not speak English well, so a web chat conversation allows them to write their questions and shortly get responses regarding products and services our company provides.
Recommendations to others considering the product:
Even though I do not have a lot of experience in using similar customer support/chats programs, I really enjoy Zendesk Chat. We've been using it for 3+ years and very happy with this software. It provides all necessary features to easily negotiate with customers, such as visitors info (active, idle visitors, currently server, user's location, OS and browser), history, analytics, shortcut messages.
Reliable System, mediocre support
What do you like best about the product?
Zendesk is incredibly reliable when it comes to managing our customer's feedback and support related questions/issues. Our customers find it easy to use from right within our app, and the auto-prompted feedback surveys give us real-time feedback as it's received for each rep.
What do you dislike about the product?
If the system is down or you encounter a bug, be prepared to wait for a while for their support team. The interface for updating settings within your account are not incredibly user-friendly, but you can usually get a rep on the phone when need be. Overall, the functionality offers everything we need and there aren't enough times where we need support to make it a big enough drawback to switch.
What problems is the product solving and how is that benefiting you?
Technical support. We've realized improvements in our agent response time, feedback and areas for improvement on our product.
Zendesk review for Wisembly
What do you like best about the product?
Te best point: very complete and well integrated solution.
I kinda like Zendesk FAQ which is highly customizable through some templates and code. It is possible to have a well designed look & feel that integrates into our chart. Having tested other solutions (like Readme.io), the tool learning curve could be a bit long but possibilities are really appreciable.
Tickets support is ok.
Integration is great; lot of tools integrate with Zendesk (Wordpress plugings, Algolia search, Talkus, Zapier..). We leveraged that to include Algolia powerful search on Zendesk FAQ content directly inside our solution, in a very few code lines.
Stats are OK
Phone recording and handling is good.
I kinda like Zendesk FAQ which is highly customizable through some templates and code. It is possible to have a well designed look & feel that integrates into our chart. Having tested other solutions (like Readme.io), the tool learning curve could be a bit long but possibilities are really appreciable.
Tickets support is ok.
Integration is great; lot of tools integrate with Zendesk (Wordpress plugings, Algolia search, Talkus, Zapier..). We leveraged that to include Algolia powerful search on Zendesk FAQ content directly inside our solution, in a very few code lines.
Stats are OK
Phone recording and handling is good.
What do you dislike about the product?
UI/UX is simple but a bit stark. Quite a few pages changes, would be great to have more single page application to switch less between pages and calls.
What problems is the product solving and how is that benefiting you?
We solve with Zendesk users/clients autonomy with well designed FAQ and self-confidence in the product with good help quality. Users that read our FAQ or contact us on Zendesk are more likely well on-boarded and more loyal over the time.
Recommendations to others considering the product:
I think Zendesk is a major help desk, maybe along Desk. It could be a bit costly but worth it for a well integrated and complete solution. One shop stop for all your support/faq/live help.
Could be a bit more friendly (for example, we use Talkus.io to live tchat inside our Slack account and then send that data to Zendesk)
Could be a bit more friendly (for example, we use Talkus.io to live tchat inside our Slack account and then send that data to Zendesk)
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