Zendesk Suite
ZendeskExternal reviews
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Great resource for setting up and maintaining online help center for customers
What do you like best about the product?
We use Zendesk for Customer Service in a different way than the most typical usage -- to create, organize, and publish tutorials/guides for customers and internal users to easily find to optimize the value they get out of our client technology platform. We are very responsive to customer needs and questions, and also don't have "agents" standing by, so enabling customers and employees to easily access this as an online help center is valuable. I can easily create more content, organize and tag content, and show users how easy it is to access answers to their questions.
And it's also easy for users to submit a request if they do need personal assistance.
And it's also easy for users to submit a request if they do need personal assistance.
What do you dislike about the product?
It is designed more around agent functionality than a help center, so it took some time to have Zendesk folks understand our use case and help us accordingly, which was very frustrating. Also, being able to create anchor links within articles is not at all intuitive and your own help center didn't explain it adequately.
What problems is the product solving and how is that benefiting you?
Getting users easy access to guides/tutorials/FAQs without the need to talk to a person for every questions, while still enabling users to easily submit a help request to get live assistance.
Knowledgeable, Straight-to-the-Point Help That Resolves Issues Fast
What do you like best about the product?
Very knowledgeable and straight to the point on how to resolve my issues
What do you dislike about the product?
I am not sure if this is an option, but could there be a booking link for direct connects with an expert for specific use cases
What problems is the product solving and how is that benefiting you?
The new employee service AI copilot, agents and analytics.
Streamlined Our Call Center and Boosted Daily Customer Engagement
What do you like best about the product?
The way we use it, it has streamlined our call center, created more efficiencies and allowed me to have associates that are more engaged with our customers on a daily basis,
What do you dislike about the product?
It seems like we are always needing to add new feature or tool to the platform to continue improving with added costs each time. Sometimes we invest in an app and then a year later ZD acquires that company and incorporates it into the system, Can be frustrating at times.
What problems is the product solving and how is that benefiting you?
Streamlined customer experience is a positive feature, allowing just to provide higher levels of service while creating efficincies.
All Tickets in One Place with Complete Customer History
What do you like best about the product?
One place for all tickets to be and be able to see an entire history for a customer.
What do you dislike about the product?
Sometimes the reporting doesn't always pull exactly what I am looking for.
What problems is the product solving and how is that benefiting you?
When customers have basic issues, they are able to resolve easily without needing to chat with an agent or call in.
Riding the wave and keeping AI as a tool and not replacement for humans
What do you like best about the product?
Multi channel support
Clean, user friendly UI, compared to others
AI and automation tools
Good after sales support
Clean, user friendly UI, compared to others
AI and automation tools
Good after sales support
What do you dislike about the product?
Complicated pricing structure
Learning curve and configuration requirements
Potentially over reliance on AI, making customer experience feel artificial and may feel impersonal, this is important especially in entertainment
Learning curve and configuration requirements
Potentially over reliance on AI, making customer experience feel artificial and may feel impersonal, this is important especially in entertainment
What problems is the product solving and how is that benefiting you?
A 24/7, easy-to-use, multichannel way to get connected and resolve time-sensitive issues.
Intuitive, Streamlined UI That Makes Support Easy
What do you like best about the product?
Zendesk has a very good UI that’s easy to use and intuitive for agents. It feels streamlined, especially compared to Salesforce, which can be overwhelming with its many features and multiple layers of administration and permissions.
Zendesk also has a great team of experts and is very helpful with their own customers in helping deliver solutions.
From a troubleshooting perspective it is also helpful to see the event logs in tickets, and is so simple and clear to follow that even non-admins can do their own initial review of what's happening on the backend of the ticket.
Zendesk also has a great team of experts and is very helpful with their own customers in helping deliver solutions.
From a troubleshooting perspective it is also helpful to see the event logs in tickets, and is so simple and clear to follow that even non-admins can do their own initial review of what's happening on the backend of the ticket.
What do you dislike about the product?
Zendesk sometimes pushes forward with products and features that feel half-baked. That said, they do continue to improve over time, and with a bit of patience those gaps generally work themselves out.
What problems is the product solving and how is that benefiting you?
Zendesk provides knowledge for our end users, which we pull into our chatbots. It also helps route tickets to the right place in a flexible way using Zendesk Skills.
Flexible, Tailored Solutions with Powerful Webhooks and 3rd-Party Integrations
What do you like best about the product?
The flexibility to built tailored solutions within business rules and webhooks plus the ability to integrate into other 3rd party tools
What do you dislike about the product?
Zendesk releases a lot of new products that feel half baked meaning the functionality has a lot of limitations upon the ga release
What problems is the product solving and how is that benefiting you?
providing a scalable help desk for our member base that priorities speed and fast resolutions
Great Platform Support, Reporting can be more straightforward
What do you like best about the product?
Easy to have everything routed into it. We can manage multiple phone numbers and accounts, and can easily see when customers reach our from a variety of platforms.
What do you dislike about the product?
Analytics are still pretty clunky. Hard to get valuable reporting. We use tags and skills to document our data and it can be hard to find accurate information for time frames as it typically uses when the ticket was updated or created. We are looking primarily for when the tag was added not when the ticket was made or adjusted.
What problems is the product solving and how is that benefiting you?
We are able to have a wide range of human agents have visibility on all tickets and provide their input and feedback.
A Great Way to Support and Work with Customers
What do you like best about the product?
Great way to support and work with customers
What do you dislike about the product?
does not sync with our products well - would like more integration
What problems is the product solving and how is that benefiting you?
It is a way for our customers to communicate with us
Highly Customizable Forms, Automations, and Integrations in Zendesk
What do you like best about the product?
I love the way that Zendesk allow the admins to customize the forms, automations, and leverage with existing integrations as live agents in ultimate.
What do you dislike about the product?
Sometimes the articles are not up of date.
What problems is the product solving and how is that benefiting you?
Solve repetitive tasks in just few minutes with the procedures and live agents
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