Zendesk Suite
ZendeskExternal reviews
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Not a fit for me
What do you like best about the product?
Honestly, I don't like Zendesk. Beside my preferences, Zendesk was a tool that I had to use daily since we had to interact with the customers daily.
In our case we had two kinds of tickets, we handled emails and live chat, both options worked but not in the way that I was used with other tools.
I can highlight that we had an IKB to check and verify the procedures, in order to provide solutions to our customers.
I didn't like my experience with Zendesk but it is a tool that is functional.
In our case we had two kinds of tickets, we handled emails and live chat, both options worked but not in the way that I was used with other tools.
I can highlight that we had an IKB to check and verify the procedures, in order to provide solutions to our customers.
I didn't like my experience with Zendesk but it is a tool that is functional.
What do you dislike about the product?
The thing that I always dislike about Zendesk was the notification sound in the moment when a chat was assigned to you. It was a loud and long bell sound, even if I tried to modified, I never found the option to change the notification sound.
Also, there was not a dark mode. This was a very important thing for me because I worked during the night and a lot of hours. The dark mode helped to avoid my eyes getting even more tired.
Also, there was not a dark mode. This was a very important thing for me because I worked during the night and a lot of hours. The dark mode helped to avoid my eyes getting even more tired.
What problems is the product solving and how is that benefiting you?
Zendesk assigned tickets to agents in order to provide answer to the customer's inquiries through email and chats. Also, it integrated
calls, so the managers were able to solve specific issues directly with customers.
Zendesk helped to assigned the workflow of tickets evenly depending on the number of agents available, provided the necessary tools to complete our daily tasks.
calls, so the managers were able to solve specific issues directly with customers.
Zendesk helped to assigned the workflow of tickets evenly depending on the number of agents available, provided the necessary tools to complete our daily tasks.
Zendesk Support
What do you like best about the product?
Robust omnichannel platform, intuitive, comprehensive platform between channels
What do you dislike about the product?
Lack of quality tech support or takes a while to resolve issues. Tech support doesn't understand specific Zendesk instance (specific business needs)
What problems is the product solving and how is that benefiting you?
Agent workspace is new and we are excited to see how that will help us. We hope to see AI improve. We piloted ChatBot and it was not successful for our needs.
Zendesk is a good tool for customer tickets
What do you like best about the product?
I love that I can integate Zendesk with Apptentive's Message Center and have a two way conversation with my users. This has helped keep bad reveiws off of the app store and increased user retention by being able to solve their problems so they don't churn.
What do you dislike about the product?
Zendesk is not super easy to set up. To set up a new customer you no longer can use the wizzy wig tools to create your themes but have to use HTML to customize which I am not good at using.
What problems is the product solving and how is that benefiting you?
Through Zendesk we are able to have direct conversations with our users to fully understand their issues and walk them through it. Having this personal knowledge about their issues helps us prioritize bugs and help out other users who may not be submitting tickets too.
Zendesk is an Amazing All in on ticketing solution
What do you like best about the product?
Zendesk is an Amazing All in on ticketing solution with chat! We use it on several of our customer facing web based applications and it works very well! support from Zendesk is also amazing next to none!
What do you dislike about the product?
The managment of users could be a little better, They could make it all in one instead of having to go to several differant pages to manage one user.
What problems is the product solving and how is that benefiting you?
Mailbox sharing, Live chat is with customers, ticket creation
Zendesk is user friendly with good integrated apps to help with custom features.
What do you like best about the product?
Zendesk’s efficiency brings to my work by streamlining otherwise tedious individual updates. The platform’s ticket filtering system is a standout feature, allowing for easy and accurate delegation and organization of ticket work. The ability to create custom queues, macros, and automated triggers further enhances the platform’s functionality, making it efficient.
What do you dislike about the product?
Zendesk is quite expensive over its competitors with similar capabilities and features. Having issues with the customer survey providing false negatives. Reporting is not as user friendly as other ticket management tools.
What problems is the product solving and how is that benefiting you?
We support multiple clients that requires a few user groups and roles which requires security between some of the users per brand, which works well.
A solid foundation for a platform, but a long way to go
What do you like best about the product?
Zendesk has a number of features that are intuitive and easy to learn. While batch update features can still be improved, I appreciate how they can streamline my work and save me time on what would be more tedious individual updates. The ability to easily filter tickets into different queues makes delegating and organizing ticket work easy, accurate, and efficient.
What do you dislike about the product?
While the program works fine most of the time, there are a number of bugs that can throw a wrench in my workflow (being forced out of tickets right after opening them, saving notes sometimes shows errors when they were posted fine, etc.). I feel like there are a number of missing features as well such as the ability to add or remove cc's when batch updating tickets, and a "library" of sorts where files can be uploaded and automatically assigned to tickets based on conditions such as coding, assignee, etc.
What problems is the product solving and how is that benefiting you?
Provides an effective platform to connect and chat with both customers and service partners, offering a common area for myself and colleagues to share and view information that is crucial to collaboration and quality control. A variety of coding fields and filters for views provides accurate reporting & work delegation amongst my team while ensuring no ticket is left behind or lost.
My favorite System
What do you like best about the product?
I've been in the Support world for a long time, and because of this have had to use a plethora of different ticketing system. Zendesk has always been my favorite. When I had to help start up a new support team we tried a few other systems but they were all lackluster at best. Zendesk has amazing features. The ability to create specific queues, set up macros, automated triggers to help with some of the items that we get which don't need response. None of the other ticketing systems I had to use came close to being as helpful and efficient as Zendesk.
We also had to move our community and guides from where they had been. We looked into Zendesk and discovered it would be a perfect fit. The styling of the site was extremely easy to setup thanks to the different options offered. It's easy to search and use from not only a Support perspective but from our Customers as well.
The few times we've had to reach out to Zendesks own Support team they were incredibly friendly, helpful and quick to get the issue identified and provide any workarounds as necessary.
We also had to move our community and guides from where they had been. We looked into Zendesk and discovered it would be a perfect fit. The styling of the site was extremely easy to setup thanks to the different options offered. It's easy to search and use from not only a Support perspective but from our Customers as well.
The few times we've had to reach out to Zendesks own Support team they were incredibly friendly, helpful and quick to get the issue identified and provide any workarounds as necessary.
What do you dislike about the product?
The only issues my team has ever had with Zendesk is the call system. There are times where it's difficult to understand users. This could be due a number of factors but is our only real complaint. Beyond clarity there are times when it seems like the calls didn't want to come through properly or didn't alert the support agent to the fact they had a call coming in.
What problems is the product solving and how is that benefiting you?
Zendesk helps us with our customers first and foremost. When they have issues they send us a ticket which we handle using Zendesk. It houses our guides and community so that our users can get how-to help and discuss different things with each other.
Zendesk User
What do you like best about the product?
Being able to quickly respond to customer needs and requests
What do you dislike about the product?
Help articles continually open up new browser windows
What problems is the product solving and how is that benefiting you?
Helping our customers answer their questions
Amazing Product
What do you like best about the product?
Zendesk has revolutionized the way our company supports our customers. We previously used a very antiquated version of CRM solutions. Zendesk Suites tools, such as customer profiles, knowledge, and agent response macros has made our customer support a streamlined expereience for both our agents and customers.
What do you dislike about the product?
The set up of the system can be difficult if you do not have much expereince setting up systems and working with the back-end of email platforms. The customer is expected to do the majority of the on-boarding themselves using Guides online.
What problems is the product solving and how is that benefiting you?
Zendesk Suite has given us one platform to house all of our customer interactions. Previously we used complicated methods of trying to track all of our customer service.
Easy to use, Easy to set up
What do you like best about the product?
The UI for Zendesk is simple and straightforward.
It's easy to set up automation and triggers to improve efficiencies.
The out-of-the-box reporting makes it easy to start gaining insights right away, while you start to build our your own reporting.
It's easy to set up automation and triggers to improve efficiencies.
The out-of-the-box reporting makes it easy to start gaining insights right away, while you start to build our your own reporting.
What do you dislike about the product?
Managing Team members is a bit clunky. Too many spots to have to go to make changes to individual user access especially if you're removing user accounts.
The bot feature is good, but the billing cycle for Monthly Active users needs to be reviewed. 1000 MAUS for an enterprise customer does not fit the average use for anyone paying for enterprise.
The bot feature is good, but the billing cycle for Monthly Active users needs to be reviewed. 1000 MAUS for an enterprise customer does not fit the average use for anyone paying for enterprise.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have all of our support teams in one spot without having to build a lot of extra things. It's easy to separate out different kinds of contacts and drive actions around them.
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