Zendesk Suite
ZendeskExternal reviews
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Good user experience.
What do you like best about the product?
Ease of service. Various features in one place.
What do you dislike about the product?
There is nothing useless, I really like the package.
What problems is the product solving and how is that benefiting you?
Customer service in general.
Support was very helpful and quick
What do you like best about the product?
It is very easy to create triggers and automation to route our tickets. It is also very easy to keep things organized.
What do you dislike about the product?
It isn't very easy to submit a support request. When I know that I can't find an answer in their help articles, I would like to be able to speak to a real human without having to go through the answer bot.
What problems is the product solving and how is that benefiting you?
We are able to quickly assist our customers when they write in. We are also able to track the types of requests that come in so we can improve our documentation and help center.
Overall a great experience.
What do you like best about the product?
Zendesk is great with multiple features that help you keep track of ticket performances, how many tickets are solved, SLA and agent performances as well. This compares way better to competitors.
What do you dislike about the product?
Sometimes Zendesk would freeze and not allow you to click on certain things, other than that it's great, I'm not sure how it can be improved as it might be a technical issue but it's great.
What problems is the product solving and how is that benefiting you?
Zendesk has given us options to expand our queues. There are several benefits, efficiency, productivity, etc. Yes, it has improved work performance by a lot and has helped overall.
Love Zendesk. I really do!
What do you like best about the product?
The fact that it works with so many other 3rd party apps. All guides are accessible and the support team is wonderful! I can find out so many new options every day!
What do you dislike about the product?
Well, to me it seems as if they're not really there for startups and small companies. I would love to see some more professional escort to them as Google offers.
What problems is the product solving and how is that benefiting you?
They offer a one-stop solution for CX-All channels integrated into one place-social, in-game, emails and guides. The early access chatbot is still in need of some work, but they are off to a great start
An excellent tool to track tickets
What do you like best about the product?
It allows you to create multiple brands which can be used to track different products, departments or vendors/campaigns. It is extremely easy to configure, and the support forum is rich with loads of information, so you always can explore features and the best ways to use them.
Support tickets can be easily tracked, and it does not require too many clicks for a CSR to drive the tickets. Also, the reporting is great and allows data to be scheduled in different formats like charts etc.
Support tickets can be easily tracked, and it does not require too many clicks for a CSR to drive the tickets. Also, the reporting is great and allows data to be scheduled in different formats like charts etc.
What do you dislike about the product?
The data export is not very flexible. You can extract data in a JASON format or a CSV format. However, you do not have the option to pull data for a specific date range when using the CSV export.
What problems is the product solving and how is that benefiting you?
We white label our product and sell it in partnership with different payroll vendors. Zendesk and its branding allow us to have unique email addresses that can be shared with our partners, and the overall support experience can remain the same for the end user without them knowing that the payroll vendor and HCM service provider are two different entities.
Recommendations to others considering the product:
Ensure you are clear on the business goal you are trying to achieve. If you are looking for a ticketing system, Zendesk is the answer. If you are looking for a CRM tool, Salesforce would be the right fit.
Overall Experience With Zendesk
What do you like best about the product?
Zendesk support suite has a remarkable interface
What do you dislike about the product?
None so far. everything is good. It is easy to use as well
What problems is the product solving and how is that benefiting you?
Zendesk is easy to use and so far, i did not encounter any issues using it.
Service was prompt and excellent!
What do you like best about the product?
Zendesk support suite helps my team and I keep our tickets organized, and customers happy! It also allows me to pull data for intraday, leading to more efficient scheduling and an overall great customer and agent experience!
What do you dislike about the product?
Building recipes can sometimes prove to be difficult, however I am getting used to it, and the Zendesk training has been a big help! I do not have much negative feedback! Maybe just keep the articles updated.
What problems is the product solving and how is that benefiting you?
Zendesk support helps me analyze intraday data and helps me solve staffing gaps. It also helps us communicate with our customers in a timely manner.
Recommendations to others considering the product:
It's a great tool if you know how to use it. Don't be afraid to ask questions... support is very helpful!
Zendesk Suite Has Been Perfect For Scaling Our Support Needs
What do you like best about the product?
Zendesk Suite has many tools that can help my team as we continue to scale our operations. Prior to Zendesk, our team did not have any customer service software in place and Zendesk provides even small teams the resources that can help them with automation and growth. Over time we have utilized more and more of the tools that Zendesk uses and have continue to integrate these tools to create a more sophisticated support environment for our customers.
What do you dislike about the product?
I think that there are very few downsides, and the software platform is pretty straightforward. I do think that for the standard user, the integrations and setup of some of the more sophisticated automation tools can prove a bit challenging. There is certainly a learning curve for setting up things like bots, macros and flows. There is also a payoff. Stoll sometimes I think the user interface on the backend admin could use a little more work to make connections a bit more intuitive.
What problems is the product solving and how is that benefiting you?
We launched several new products in the last couple of years. Zendesk has helped us with all the heavy lifting and integrations needed to bring quality customer support to our audience. We are often limited on the development side and so Zendesk's self-build features and easy to use integrations are great for my team to avoid using resources from other teams. The help center we have been able to create has been game-changing and our interface with our audience has never been better at this stage.
Recommendations to others considering the product:
This product is great and in my opinion one of the best on the market. They have tools for all stages of your business as you scale and the product is affordable. It can be a time investment to build out the infrastructure, but the rewards that you receive as a part of that down the line is definitely worth it.
Great Support, Documentation, Product
What do you like best about the product?
Easy to use, easy to find information when needed, the support team is responsive and so helpful! Guide is a great product to create a customer facing help center on your own.
What do you dislike about the product?
Set up was on our own, could have offered an optional onboarding call to assist.
What problems is the product solving and how is that benefiting you?
Easy multi-channel way for customers to contact us and us to easily tag, track, respond using queues and rules. This helps us be more automated and productive helping us meet our customers needs easier.
Recommendations to others considering the product:
Proven solution with self-serve documentation and support team to back it. Easy to setup, configure, use, train others.
Great mix of features, customizable
What do you like best about the product?
I like that I can create many triggers and workflows to meet our business needs. I can be alerted to problem tickets and help keep my agents on top of their tickets.
What do you dislike about the product?
I dislike not being able to make changes to my field values without destroying my existing data. I also do not like that the built in csat surey is not customizable.
What problems is the product solving and how is that benefiting you?
We used to work out of a shared mailbox and employed a team member or temp to help organize the emails. Zendesk does that natively and automatically. Its been a huge time saver.
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