Zendesk Suite
ZendeskExternal reviews
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Its was a good system, but something were tooo rudimentary and hard to learn for the new agents
What do you like best about the product?
That a lot of the information was there, you just needed to click on the tabs to find it, also it was more like a emailing system, not too like a facebook chat
What do you dislike about the product?
that sometimes the macros didn't work well or appear cut off, but I guess that was something that our company had to fix at the time, that is why sometimes was slow
What problems is the product solving and how is that benefiting you?
It was solving our research of information about the customers that enter our customer service program, and that way we could reply in a more personal way to make them feel better
Zendesk Support Assistance
What do you like best about the product?
It's easy to monitor client concerns and create SOPs via using the task list at the same time.
What do you dislike about the product?
The rule around suspended tickets which limits some of the things that we want to do.
What problems is the product solving and how is that benefiting you?
Catering to client concerns via email, chat, and call.
Zendesk is the quintessential CRM support application
What do you like best about the product?
Good order and routing of requests for our agents and consumers.
What do you dislike about the product?
We cannot create some automation as required for our existing workflow.
What problems is the product solving and how is that benefiting you?
We cannot create Explore reports for the individual who is presently viewing the report.
This is important for self-reporting which we use daily.
This is important for self-reporting which we use daily.
Issue Solved!
What do you like best about the product?
The person I worked with was able to validate what I expected the solution to be. There are still a few minor issues, but I was able to open a new request easily and hope to hear back soon!
What do you dislike about the product?
I may be a little spoiled with live chat support. I do wish that we were able to get a faster response than 24 hours when contacting via Zendesk's chat widget, but as someone who works in support, I understand. The redeeming factor is that it only took 2-ish days to get the initial issue resolved to satisfaction.
I also struggle with the email notification one receives after an agent responds. I have issues with logging in using my Zendesk credentials, and because I had two separate requests in the widget did not show the more recently submitted one. I haven't gone in to rectify yet, but will soon.
I also struggle with the email notification one receives after an agent responds. I have issues with logging in using my Zendesk credentials, and because I had two separate requests in the widget did not show the more recently submitted one. I haven't gone in to rectify yet, but will soon.
What problems is the product solving and how is that benefiting you?
We have two teams that create outgoing tickets and needed the From email addresses to differ, as these tickets go out to different categories of end users. I found an add-on in the Marketplace that would kind of do what we needed but reached out to confirm if that was the best route to take or see if there was a different way.
ZenDesk helps us achieve organized communication with our customers.
What do you like best about the product?
Integrations such as Slack and Jira. Ability to make private comments/notes on tickets. Tagging.
What do you dislike about the product?
Not being able to re-open the same ticket or lack of historical content on the customer-facing side if we open a follow-up ticket.
What problems is the product solving and how is that benefiting you?
Troubleshooting, customer communication, tracking product feature requests and bugs.
Zendesk Review
What do you like best about the product?
I like that Zendesk continues to improve their product. I have been using Zendesk for three years now and have seen how they are focused on building a system for fluid workflows.
What do you dislike about the product?
The settings page is a bit clunky. System admin settings one place and their isn't a good internal guide while you try to build out the design that works for you. All the settings for their products should live in one place or at least have a way of easily navigating to each product's settings.
What problems is the product solving and how is that benefiting you?
The problem it is solving for us is customer self-serve options. By implementing AnswerBot we have been able to get Guide articles to our customers without ever needing an agent to create a ticket. The flexible options of customer service channels in one product makes this system easier to use.
Once you go Zendesk you won´t come back
What do you like best about the product?
The almost unlimited optimization process´ are awesome. Mostly the trigger and automation parts are very complex and useful. I also appreciate the marketplace expanding on most of the functionalities one seeks in the "vanilla" product. One can create a versatile tool with minimal additional investment.
What do you dislike about the product?
* Limited views available on the ticketing screen
* Missing more options within trigger automation of custom ticketing fields, which are available in the user fields option
* Delay in support replies & mostly generic replies
* On of our account managers hasn´t been able to get in touch in 6-months, and didn´t reply my e-mails
* Missing more options within trigger automation of custom ticketing fields, which are available in the user fields option
* Delay in support replies & mostly generic replies
* On of our account managers hasn´t been able to get in touch in 6-months, and didn´t reply my e-mails
What problems is the product solving and how is that benefiting you?
Fast working environment - After Freshdesk the speed of loading a new ticket is awesome.
Ticket routing is very detailed and effective.
The popularity of the platform invites a lot of third-party app developers, that create functions the core team would never have the production time to do.
Ticket routing is very detailed and effective.
The popularity of the platform invites a lot of third-party app developers, that create functions the core team would never have the production time to do.
Great Tools and Service
What do you like best about the product?
It's a well-laid out, easy-to-use platform that helps you to seamlessly assist with enquiries.
What do you dislike about the product?
Nothing that I can think of at the moment.
What problems is the product solving and how is that benefiting you?
They assisted with the set up of our Flow Builder. The new update which includes Intents and Answers for the Bots was confusing.
Back to ZD
What do you like best about the product?
Easy upgrade from an e-mail-only Support to a more sophisticated solution.
What do you dislike about the product?
Individual Agent seat Licences can be tricky to manage as you grow and initial costs escalate accordingly.
What problems is the product solving and how is that benefiting you?
Deflecting issues from strained Tier III Support and making sure the right issues are being routed to the right person or group.
Easy and helpful
What do you like best about the product?
It was very easy to use the chat option to reach a support agent. Not having to stay on the chat but being able to continue working while the agent worked on my request was great. My issue was clearly resolved and in a very short time.
What do you dislike about the product?
I would have liked to be able to monitor my chat from my Zendesk app. As I was notified via email, I received it on my phone but had to physically log into my computer to respond. Not a big deal but something I would like to see in the future.
What problems is the product solving and how is that benefiting you?
I needed records of my calls and a way to access the log for all agents. The support agent clearly directed me to where I needed to go and provided additional options for utilizing the information I needed.
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