Zendesk Suite
ZendeskExternal reviews
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An evolving company providing great support for mid to big sized business
What do you like best about the product?
Fast reply time when having an issue. Always evolving.
What do you dislike about the product?
Not suitable for small business requiring more help developping.
What problems is the product solving and how is that benefiting you?
Improving stability, being aware of hiccups from our ends and working on solutions, and providing workaround when improvement on their end are not possible.
Steep Learning Curve but once you're set up and have the ropes--it's less bumpy
What do you like best about the product?
Triggers and macros. Automations. Zendesk also works with our 3rd pary QA system Maestro and other apps that we use across the company making it pretty easy to integrate with others.
What do you dislike about the product?
support is sometimes lacking--I often do my own research for articles and reach out to support if it's unhelpful. I feel like they often don't know the answer and offer me articles I already looked at.
Messaging answerbot flow and chat features
Zendesk explore
Messaging answerbot flow and chat features
Zendesk explore
What problems is the product solving and how is that benefiting you?
Answering a large amount of tickets from one support space across all agents. Easy to answer tickets quickly using macros and setting goals through sla's
ZenDesk is the Industry Standard for a Reason
What do you like best about the product?
I love the speed and simplicity of deployment. Implementation does not require any special services and can be stood up very quickly. Using ZenDesk Support has a short learning curve and there are many self guided training sessions to come up to speed very quickly
What do you dislike about the product?
Some of the legacy features are still enabled alongside the new features. It can be confusing for a new implementation as to which version of the feature to deploy as well as some of the documentation on how to accomplish your specific goal.
What problems is the product solving and how is that benefiting you?
Providing rapid customer support the way the customer wishes to receive it. Allowing my organization to provide information to customers to decrease ticket volumes and allow for a higher degree of self service.
Zendesk easy usage
What do you like best about the product?
Very easy to use, has easy API integration, and good documentation.
What do you dislike about the product?
Some basic reporting options are not present, and more documentation around call center standards for metric creation (formulas for AHT, etc)
What problems is the product solving and how is that benefiting you?
Working really good for multi-channel support.
Good product, but could improve
What do you like best about the product?
Mostly easy to use, easy interface. Customizable
What do you dislike about the product?
Explore has room for improvement, the tool to create metrics is not easy to use. Talk features are not intuitive to setup.
What problems is the product solving and how is that benefiting you?
We use zendesk for all our customer interactions, talk, voicemail, chat, emails
Good, But It can be better
What do you like best about the product?
The macros, automation and integrations are pretty useful, and the explore feature gives you a great form to create analytics reports but is kind of difficult to learn how to use it.
What do you dislike about the product?
The main View, is not very customizable you need to create another view, is kind of difficult to, search for a group of tickets. Always need to make a view. And you cant see all the views that you created.
Another point I would like to have like a CSV extract to see all the ticket DATA.
And for the last, It will be great to have an option to split tickets.
Another point I would like to have like a CSV extract to see all the ticket DATA.
And for the last, It will be great to have an option to split tickets.
What problems is the product solving and how is that benefiting you?
The main necessity that zendesk is solving for us is that we could track our tickets in a very good way, to satisfy our customers.
Excellent Helpdesk System
What do you like best about the product?
ZenDesk makes keeping track of customer tickets a dream and its triggers allow us to look up our customer's subscription status using a 3rd party API removing manual time-consuming checks.
What do you dislike about the product?
I'm not a fan of the ticket merge tool. Our old helpdesk allowed you to choose all the tickets then just hit merge rather than all but one to later choose the ticket to marge too. I do see the logic in this however. I also struggle to logout of chat. This is frustrating and I can't really afford the higher tier that allows you to set open/close times. Customers get frustrated that they see the chat online when we have left the office as it seems to log itself back in.
What problems is the product solving and how is that benefiting you?
It allows me to work so well with my customers and track their tickets. This would be impossible with just a basic email account. I have built a custom integration with Stripe API. This triggers an event when the ticket is made to look up the customer's subscription status. I can then check to see if the customer has a paid technical support account as it will add the customer's subscription status as a note.
The system has a lot of capabilities but some of them are not so intuitive to user
What do you like best about the product?
I like the help center and the search articles mechanism
What do you dislike about the product?
The bot is a bit limited with it's capabilities, although it is giving a good first reponse
What problems is the product solving and how is that benefiting you?
It gives me to use the bot for my customers and the help center for both internal and external use
A flexible support solution with solid integrations
What do you like best about the product?
The knowledge base and support systems in place to help us when we need them are one of the best features in Zendesk. Having a team available to chat or via email is a huge relief, especially if things feel uncertain in setting up new systems. The community forums are always quite helpful as well.
What do you dislike about the product?
While it is definitely flexible to an extent, some of the features feel like Zendesk was built for enterprise-level companies first, with SMBs coming in second in terms of functionality. I'd love to see a bit more customizability within the dashboard itself similar to something like Gorgias or Reamaze.
What problems is the product solving and how is that benefiting you?
It's helping us build a shared ticketing system across a few different teams for ecommerce and support. On top of that, it has helped us build a custom knowledge base that fits our branding and our main site (thanks to some additional work from a third party).
Always helpful
What do you like best about the product?
The fast response time is great and make sit better for us that are in a hurry to get a customer help.
What do you dislike about the product?
That sometimes you are unsure what team to ask for help.
What problems is the product solving and how is that benefiting you?
When we have an issue with something being down or not working properly it is usually resolved very quickly so that we can get back to our customers in a timely manner.
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