Zendesk Suite
ZendeskExternal reviews
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excellent product feature, but their won customer support is lacking
What do you like best about the product?
App integrations and product suite features
What do you dislike about the product?
Difficulty contacting account team and discussing plans and pricing, also lack of follow up and communications
What problems is the product solving and how is that benefiting you?
Direct client contact, help desk, widget. Love utilising side conversations and collab add on to help distribute work between teams
Zendesk did not live up to expectations
What do you like best about the product?
I like the Asana and Slack integrations and ability to add multiple ticket field to the left-hand rail of browser (our agents use this feature for issue reporting). We also have our ops team included as agents but with completed different views as our support team which gives the illusion of having two inboxes in one.
What do you dislike about the product?
The onboarding experience was challenging. So many essential and elementary functions like sending or forwarding an email are hidden behind obscure settings or require an app integration - elementary functions that are available on smaller and less expensive platforms. For a company that markets as the best platform for ticket resolution, I continue to be disappointed in the lack of innovation. For example, when exploring the Zendesk help center, you see comments from users asking for simple updates for years ago that that yet to be addressed. I also find the customer support team to be inadequate or unfamiliar with the platform they are troubleshooting. I often have to speak with multiple reps to receive an answer to an issue. I also don't love views. It is hard to see your entire inbox and there is not an option to create folders, only different views. The suspended email function is frustrating, too, as we have many workflows tied to our email address that constantly get blocked.
What problems is the product solving and how is that benefiting you?
The asana integration lets our support team create tasks for the operations team without switching browsers and keeps the task tied to a specific ticket - This has helped with organization. The slack integration works similarly.
Recommendations to others considering the product:
Explore other options before committing and spend the time identifying your needs. Then, ask more than 1 ZD rep if the platform will meet those needs. We were told specific needs would be met but quickly learned that was not the case once we were in the thick of it.
Complicated, inaccessible, lacks UX designer.
What do you like best about the product?
ZD talk: easy to use, better than google voice. Love that the phonecall is automatically recorded and ticket is automatically generated.
What do you dislike about the product?
It is an incredibly inaccessible tool. The language is geared towards those in the tech space, and not customer service reps. I find that a majority of the tool is self-serve and self customizable. Which does not really matter if it is difficult and time-consuming to create customizations. ZD needs better UX - please hire a UX designer that focuses on accessibility. This goes beyond the inaccessible light gray text, low contrast, or confusing terms. Do research that involves actual customer support representatives to make the tool more useful to those who use it. Make the 'articles' you provide easier to follow along with and more readable. If not, put more tech-savvy individuals on the support team.
What problems is the product solving and how is that benefiting you?
- Lack of attention to UX is a huge issue with this tool
- Needs more clear language
- Support team lacks technical experience: I often solve my own issues in the time that it takes for ZD to even understand my question. If this was a free service, that would be acceptable. It is not acceptable for a paid service.
- Articles are difficult to follow along with
- It is incredibly difficult to create automation, triggers, and views.
- It is difficult to sort through your own emails and prioritize effectively
Benefits:
- Fonts are clear and easy to read
- ZD talk is easy to use and has improved our overall customer experience.
- Chat integration (while difficult to set up) has been useful and improved our customer experience.
- Putting tickets into new, open, pending, and solved has helped me prioritize better than traditional Gmail.
- Needs more clear language
- Support team lacks technical experience: I often solve my own issues in the time that it takes for ZD to even understand my question. If this was a free service, that would be acceptable. It is not acceptable for a paid service.
- Articles are difficult to follow along with
- It is incredibly difficult to create automation, triggers, and views.
- It is difficult to sort through your own emails and prioritize effectively
Benefits:
- Fonts are clear and easy to read
- ZD talk is easy to use and has improved our overall customer experience.
- Chat integration (while difficult to set up) has been useful and improved our customer experience.
- Putting tickets into new, open, pending, and solved has helped me prioritize better than traditional Gmail.
Recommendations to others considering the product:
Look at other options if you do not have a great deal of time to set up and use this tool, much less train, other representatives, to use it. We have continued to use it because it feels like somewhat of both a sunk cost and what is the industry standard, and we will switch if we continue to not receive what we pay for. Our experience has gotten better as we have used the tool, but I would not recommend ZD.
Wonderful help from Aubree... she guided me on ticket closure
What do you like best about the product?
That the agent took the effort to provide remote assistance
What do you dislike about the product?
To do live chat all the time. The conversation iIrequest to email does not contain pictures shared during discussion.
What problems is the product solving and how is that benefiting you?
Ticket closure
Deleted Organization Support Ticket
What do you like best about the product?
Jhan was helpful during the chat and responded quickly.
What do you dislike about the product?
Zendesk was unable to find the cause of the issue. Data was able to be deleted/changed withhout there being Tracking of it.
What problems is the product solving and how is that benefiting you?
This ticket was the first Ticket. We had had an Organization Deleted either by a user or an external Okta system. No Benefits as there is not sufficient Tracking to tell how or who deleted it
Not a bad service
What do you like best about the product?
I can personalize it to my needs. Like personal views, graphs in Explore, etc...
What do you dislike about the product?
The end clients experience issues signing in to Zendesk. They have to clear cookies or try a different browser to proceed with "Contacted us? Get a password." There are some small UI issues that need to be fixed.
What problems is the product solving and how is that benefiting you?
hmm, I work with it.
Good when it works, but expensive and poor support
What do you like best about the product?
Once it's setup, Zendesk is a great way to manage support with our users. It provides a good range of options and is reliable. Users don't seem to daunted by it!
However, I recently upgraded to one of their 'Suite' plans and so far this has been a disaster. New features are broken, missing or impossible to setup. Users are trying to chat with us when no-one is available because the widget keeps them waiting even though we're offline.
However, I recently upgraded to one of their 'Suite' plans and so far this has been a disaster. New features are broken, missing or impossible to setup. Users are trying to chat with us when no-one is available because the widget keeps them waiting even though we're offline.
What do you dislike about the product?
It's a bit expensive! This time, support has been pretty dire and right now I have zero confidence that ZenDesk will be able to fix the issues.
What problems is the product solving and how is that benefiting you?
Offering support to our users. Zendesk seems to be the best tool to do this. It's made supporting our users much easier, which is beneficial to our business.
Recommendations to others considering the product:
At the moment, no.
Solid Application with Poor Execution
What do you like best about the product?
Zendesk is an excellent tool for responding to customers quickly and automating certain aspects of the communication process. The reporting on items is really solid, and there is a lot you can do with this tool. The Talk and Guide feature also provide an excellent service for most service-oriented companies.
What do you dislike about the product?
The problem I have with Zendesk is that a lot of features that you expect to be there aren't there. Many of these features are spelled out in the community from 3-5 years ago and it looks like they are all but ignored. That brings me to their training and community. The training is limited. It shows you how to do things but doesn't give any indication of why to do something. Having your support be a community forum makes it hard to find how to do certain things. Personally, I think they should make a more robust training guide rather than having a spatter of articles from all over that may or may not address your questions.
What problems is the product solving and how is that benefiting you?
The biggest problem we are solving with Zendesk is having all communication with customers flow through Zendesk so that we can document all conversations, whether it is by phone or by email. This way we can keep a record of every interaction with a client. We are also able to direct customers to the correct department without having to waste their time or transfer them to multiple people.
not friendly to a long-term user.
What do you like best about the product?
the support products like workspace, live chat.
What do you dislike about the product?
the support on users, especially the WhatsApp integration.
What problems is the product solving and how is that benefiting you?
some questions on the settings, the easy issue was resolved quickly by chat.
It's very hard to set up. The live chat CS is very unhelpful.
What do you like best about the product?
I like how custom you can make everything.
What do you dislike about the product?
The UI/UX for the agent is pretty bad. The Zendesk CS team via their live chat is very unhelpful.
What problems is the product solving and how is that benefiting you?
Having one program to respond to sales and support inquiries. Being able to hook in all of our support systems in one place.
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