Zendesk Suite
ZendeskExternal reviews
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EASY TO LEARN
What do you like best about the product?
easy to search associated tickets. call capabilities such as NICE/Max Agent are integrated into ZD so you can make o/b calls via ZD.
What do you dislike about the product?
The way notes are arranged. In order to get the full story of the issue, you have to scroll all the way to the bottom.
What problems is the product solving and how is that benefiting you?
One stop shop. EG, if I'm looking for an article, ZD already has an area in it to do like an internal Google search.
We love Zendesk
What do you like best about the product?
Zendesk is a great tcicketing system for any software or ecommerce business. I have used zendesk at carious organozations and loved the overall UI. Best feature is ability to escalate issues smoothly.
What do you dislike about the product?
I think there are couple of alternatives in the market that have a reall Good UI and much more supported featurs. Customer service can get better. It used to be very good before but overtime it's gone down.
What problems is the product solving and how is that benefiting you?
We have integated Zendesk with other solutions to cater to other parts of our business and it seems to work perfectly fine. It's helping my team solve the support tocket much efficiently.
Fairly quick and enlightning
What do you like best about the product?
The explanation provided by the agent was good enough for me to understand the issue and possibly correct it
What do you dislike about the product?
the fact that we can only get one issue solved at at time is a bit limiting, as multiple conversations have to be opened
What problems is the product solving and how is that benefiting you?
Mainly configuration of triggers/automations, that let's the tam have a better workflow
One of the best choices for support software
What do you like best about the product?
The program is easy to learn for new agents and flexible enough for different types of support operations. Onboarding new agents takes less time and the automations are able to increase efficiency and reduce
What do you dislike about the product?
The reporting is robust but can be complicated, as well as setting up the automations and triggers. The initial setup can be overwhelming but once it is complete, it is worth the extra time put in to get it right.
What problems is the product solving and how is that benefiting you?
Zendesk provides all of our communication tools with customers and keeps all of our communications in one place that is easily searchable to review for past cases with that customer or helping other customers with similar problems.
Zendesk Support Suite Review
What do you like best about the product?
It is an easier tool for the chat channel
What do you dislike about the product?
It does not have an SMS channel and can easily be manipulated
What problems is the product solving and how is that benefiting you?
They don't have the SMS feature yet and for the reps, it benefits that we can focus on 3 channels only
Customer service in tricky
What do you like best about the product?
Some of the agents will give you a very good answer, detailed and thorough while others would just brush off the request by sending you screenshots and not explaining how to get there
What do you dislike about the product?
If you have a non-urgent issue then they will take their time to get back to you also their hours seem to be off when requesting support from Canada. They always seem to reply after hours so if you have a follow up question you have to wait for 24 hours to get a response.
What problems is the product solving and how is that benefiting you?
Zendesk support is a very effective and efficient software if you can learn and understand how to use it as it is a " do it yourself" kind of idea. You will have to invest time in learning.
Amazing Tool for Small Teams with Large Customer Bases
What do you like best about the product?
The ticketing format and overall cohesiveness of the platform are bar none of the best out there. Our team went from working out of a single sales email address to this glorious multifaceted workspace that can be customized to each agent's needs and preferences (for the most part) and the integration it has with our storefront provider, Shopify, is phenomenal.
But my absolute favorite part of it all is the ability to create a truly robust Help Center. We just recently updated ours to be available in Japanese which is our fourth largest customer base other than the UK and Canada. English to Japanese is a huge leap, but being able to use dynamic content to contextually provide translation has been fantastic.
Zendesk has been a dream to learn and implement and the ease of doing so cannot be understated.
But my absolute favorite part of it all is the ability to create a truly robust Help Center. We just recently updated ours to be available in Japanese which is our fourth largest customer base other than the UK and Canada. English to Japanese is a huge leap, but being able to use dynamic content to contextually provide translation has been fantastic.
Zendesk has been a dream to learn and implement and the ease of doing so cannot be understated.
What do you dislike about the product?
The inability to cycle through ticket tabs with a keyboard shortcut and the inability to rearrange those tabs by clicking and dragging is frustrating for all members of our team. Also, not having a built dark mode is annoying. There are paid extensions to work specifically with Zendesk, but in this day and age, you would hope for the option to be included for free by default. You can use browser extensions and Opera offers the option to force dark mode on webpages, but I'd rather it just be offered through Zendesk to begin with.
What problems is the product solving and how is that benefiting you?
We used to work out of a single email account and one of the biggest issues was customers sending multiple emails, or responding to their first one which would push their email thread to the top of the inbox, which we worked backward through. Switching to the ticketing format has enabled us to track everything and keep everything to a much, much higher degree. We are also able to see and understand the context of every interaction much more easily.
The Flagship. Reliable, Smart, and Flexible
What do you like best about the product?
Massive and stable features
Agents Interface
Truly an omnichannel
Integrations. Integrations. Integrations
Flexibility and Dynamic tool
Relative Ease in Setup
Superior Whatsapp Integration
Agents Interface
Truly an omnichannel
Integrations. Integrations. Integrations
Flexibility and Dynamic tool
Relative Ease in Setup
Superior Whatsapp Integration
What do you dislike about the product?
Sometimes Support takes longer times to respond to issues that might be a showstopper for business
Very Expensive Plans
Brands management (If not on Enterprise)
Chatbot is very limited
Very Expensive Plans
Brands management (If not on Enterprise)
Chatbot is very limited
What problems is the product solving and how is that benefiting you?
I am using Zendesk across 3 literal brands under the same company. Over 250 live agents.
Zendesk covers all needs from Customer Complains, Inquiry, Sales, Aftersales, Tech Support, and much more
Zendesk covers all needs from Customer Complains, Inquiry, Sales, Aftersales, Tech Support, and much more
Recent Case
What do you like best about the product?
Ease of setup and use, Initial workflows are easy
What do you dislike about the product?
Lack of customizations without support assitance
What problems is the product solving and how is that benefiting you?
Knowledgebase article questions
Courteous and patient, stuck with me to resolution.
What do you like best about the product?
Reps are very knowledgeable and courteous, they were patient with me and stuck with me until resolution.
What do you dislike about the product?
It took awhile to get them to understand the issue and at times took a long time to get a reply.
What problems is the product solving and how is that benefiting you?
Keeping track of issues, zendesk does great with auto replies, organizing my work and keeping me on my toes.
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