Zendesk Suite
ZendeskExternal reviews
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Simple to set up but not always intuitive
What do you like best about the product?
Zendesk is generally pretty easy to navigate as an agent, admin, and hopefully customer. The look and feel of the UI is clear and uncluttered, and in the three years we've used them, Zendesk has made significant improvements in the ability to handle multiple languages in our Knowledge Base.
What do you dislike about the product?
There is some inconsistency in how administrators can set up views and triggers (which filter options show up as options), and some seemingly simple options, such as BCCs and the ability to schedule a task for a specific time, have been left out of the product despite years of requests by Zendesk customers.
What problems is the product solving and how is that benefiting you?
We use Zendesk to provide a Knowledge Base and contact interface for our customers, and our agents respond to both direct contacts and customer community posts in Zendesk.
Recommendations to others considering the product:
This is a great, quick-to-implement option for small companies or start-ups. It's "getting there" with providing needed functionality for more complicated business models, but if you're in that bucket make sure you have the resources to provide your own customizations.
A good reliable platform
What do you like best about the product?
Zendesk's simplicity makes it easy to manage a large number of support tickets. The ability to change the status is a plus over other ticketing tools.
What do you dislike about the product?
It feels a little bit dated now. They continue to make changes to the product and the interface, but it seems the support world is moving away from the ticketing system.
What problems is the product solving and how is that benefiting you?
We've been able to manage a large number of support tickets and integrate it with our Facebook page which is great. We've used Zendesk for a number of years now and we've hardly ever experienced an issue.
Recommendations to others considering the product:
If you're looking for a reliable ticketing system then it's worth a look.
Good 3rd party integrations. Average user interface.
What do you like best about the product?
Zendesk's real strength is their integration with 3rd party vendors, like chat and CRM. For example, we use Smooch.io to support our in-app customers and the Zendesk tie-in is flawless.
What do you dislike about the product?
The UI is buggy. If you leave a tab open all day to deal with support requests, it will eventually consume all your RAM with a memory leak. The UI is a not intuitively laid out.
It would be nice to be able to pull in help center articles directly to support tickets.
It would be nice to be able to pull in help center articles directly to support tickets.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to centralize all of our communication with a customer. They can start chatting with us via e-mail, and pick up the conversation (with Smooch) in our apps, and finish on our website chat (also Smooch). And Zendesk sucks all of that into a common history for the customer so we can make the customer feel special...like we know who they are already and they don't have to re-explain. The integrations are what make Zendesk truly powerful.
The help center is easy to use, and provides the bare minimum needed to provide a decent knowledgebase.
The help center is easy to use, and provides the bare minimum needed to provide a decent knowledgebase.
Recommendations to others considering the product:
Evaluate HelpScout before choosing Zendesk. If it has what you need, the UI is more intuitive...and their support is far better.
MANY MANY FEATURES
What do you like best about the product?
There are many ways to use Zendesk for good CRM. Everything is automated and almost never have any tech issues with them.
What do you dislike about the product?
However, sometimes all the options are overwhelming and you get a bit lost. If you have a very comprehensive CRM plan, then Zendesk is perfect. If you are looking for something simple then you may want to choose a different option.
What problems is the product solving and how is that benefiting you?
We didn't want to lose any emails that needed replies, and Zendesk has totally solved that.
Great ticketing system for small company
What do you like best about the product?
Great to keep track of everything you need when you have an IT department of 1!
What do you dislike about the product?
Not incredibly scalable and can add process where we didn't really need it.
What problems is the product solving and how is that benefiting you?
Logging IT related issues in one place.
Recommendations to others considering the product:
Easy tool to use; not a lot of start-up time needed.
help to keep track, needs to improve integration with facebook messaging
What do you like best about the product?
This is a great CRM for the small business I work with that needs to keep global inquires organized with timely responses. We also have been able to weed out daily spam we used to be consumed by and stream our warranty process. As the main person that deals with online customer service, I have found this has really helped answer more customers and more easily assist them from start to finish.
What do you dislike about the product?
It does not integrate with facebook messaging very well. I used to be really good at responding to fb messages right away and we had superb published answer time. We switched FB messages on our FB page to zendesk and stop getting notifications and every time we anwered from Zendesk it made like a new message rather than a response, our response time went up and we were not getting customers as quickly. We ended up turning this notification off. The notifications to personal email need to improve, I don't get all of them since we have a group and as result unless I am constantly in their portal checking, I sometimes unaware a customer responded for a couple days.
What problems is the product solving and how is that benefiting you?
We used to use an email account for customer service and it was a mess. We would have customer calling that we never responded them for a month and then would search to find the email. We also sent a lot of time going through spam every day to get customers emails. Because we use livechat, ecomm site and a variety of CS email addresses, we were getting duplicate questions answered by different people or not answered correctly at all. Zendesk has helped us streamline and organize this for our small but across the world team.
Recommendations to others considering the product:
Definitely consider this for your CRM but be aware you need someone actively monitoring it daily and also maybe not best for some social site CS where they publish response times
Honest Zendesk Review
What do you like best about the product?
I don't really like much about Zendesk except a few i.e It supports a lot of integrations which is why it is the number one choice for anyone looking for a customer service software, It is fairly priced hence the aspect of cost when you are comparing it with other alternatives is not of much imapct and lastly it supports almost all social media channels for you to use as a source for your tickets. However with all this great integrations and chanels available for you to integrate and use on Zendesk, i still do not consider it as the best.
What do you dislike about the product?
I dislike the look of it, Zendesk colors are dull and not cute. The green-ish color is not beautiful and the fact that there is no other color makes it look really dull and boring. Second setting it up - It feels like the settings are all over the place and not easy to get to them. They are poorly categorized one has to search for everything and if you don't know what you are looking for you may not even know if that feature is available or not.
For the features available, some of them don't clearly tell you what they work so for someone with no idea of what some of the features do, won't be able to set it up correctly.
The customer service of Zendesk is really bad, either they are lazy or don't know much about Zendesk itself and the technical part of it.
For the features available, some of them don't clearly tell you what they work so for someone with no idea of what some of the features do, won't be able to set it up correctly.
The customer service of Zendesk is really bad, either they are lazy or don't know much about Zendesk itself and the technical part of it.
What problems is the product solving and how is that benefiting you?
We wanted to use Zendesk to solve customer service problems, we wanted to make sure that customer service is happening at one place. Be a query on email, Facebook comment, a tweet etc... we get all those at one place and a customer service rep will resolve the issues from this one place, in this case, Zendesk.
Recommendations to others considering the product:
It is a powerful software, won't crush on you or anything like that but is extremely COMPLICATED. You need to have a know how of this kind of software to be able to set it up correctly.
Zendesk daily user
What do you like best about the product?
Keeps total history of all tickets/correspondence with customer. Easy to add new users/customers, easy to classify ticket and tag/category type.
What do you dislike about the product?
Reporting is so difficult. Hard to figure out how support teams are doing and how much volume/time/waste is happening is completely manual.
What problems is the product solving and how is that benefiting you?
Incoming customer support help. Benefits realized are being able to have different teams manage inbound support issues and be able to transfer to different teams without people reaching duplicately.
Recommendations to others considering the product:
Figure out beforehand how you measure success with the product and implement tracking/measuring success early before it's hard to build the reports. Also assign different user groups to different levels of access.
Stellar!
What do you like best about the product?
I love that it will add a support ticket as soon as you answer the call. i like that it will give their phone # if you get disconnected somehow.
What do you dislike about the product?
That it doesn't always generate a ticket or that it does not always say how long you were on the call.
What problems is the product solving and how is that benefiting you?
Sizing issues, orders missing, shipping delays, defective items, etc.
Our finalist for web chat services
What do you like best about the product?
It was easy to implement which was key since our web team is not in-house. Lots of features - saved chat & customer history being the key.
What do you dislike about the product?
Nothing really. Every time I think I have an issue I find the solution. As we get higher volume web traffic there is the possibility for new issues, but so far so good.
What problems is the product solving and how is that benefiting you?
Adding a chat option to your website is a must for any company offering a "service". We offer a service where there are a lot of opportunities for questions throughout the process, this gives our customers and potential customers another option to communicate with them. Also real time stats on where people are coming from and where they are visiting our site.
Recommendations to others considering the product:
Great chat widget. Price is right for all the features included and great for small businesses/start-ups.
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