Zendesk Suite
ZendeskExternal reviews
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Has almost everything you need..
What do you like best about the product?
It's simple for the customer support agents to use. They can do almost everything from one screen rather than going into various applications. The calls with my new CSM have been helpful and productive!
What do you dislike about the product?
It's a bit restrictive. if you want other elements you need to intergrate thrid party software (or it just doesn't exist). When I try to get help for some things (my CSAT scores just disappear for no reason..) no one seems to be able to figure it out. Also, reviews with account managers are just "do you want any more logins?".
What problems is the product solving and how is that benefiting you?
Answering our clients queries quickly.
Generally good support with quick turn around times
What do you like best about the product?
It's useful to have the chatbot come back to you so you don't have to sit waiting for an agent (generally I have non-urgent queries so can wait).
What do you dislike about the product?
Sometimes you get redirected towards Zendesk help articles which aren't very useful - not a fault of the support suite but you need to go back to the chat bot afterwards.
What problems is the product solving and how is that benefiting you?
It's helping us to accelerate our growth and what we get out of Zendesk without having to use third parties or spend more!
i have been working as a zendesk support admin and the tool is pretty easy to use.
What do you like best about the product?
there are a lot of things we can customise according to our requirements and this tool is pretty easy to use and the support is also very effiecient.
What do you dislike about the product?
there are a few limitations for which we have posted in community and hoping they new features get added soon.
What problems is the product solving and how is that benefiting you?
we use Zendesk as our primary tool for support and it helps us with a lot of automation and triggers and this makes the life of our agents very easy.
Zendesk usage review
What do you like best about the product?
It is easy to use.
It is highly customizable as per requirement.
Ticket management is very efficiently handled.
It is highly customizable as per requirement.
Ticket management is very efficiently handled.
What do you dislike about the product?
There is nothing in the application that I disliked.
What problems is the product solving and how is that benefiting you?
It is helping us in managing the user queries and efficiently handling them.
The systematic arrangement of the mails/tickets is really helpful in finding and working with them.
The systematic arrangement of the mails/tickets is really helpful in finding and working with them.
Recommendations to others considering the product:
Zendesk is a very handy and useful tool. It simplifies the ticket and mail management to next level.
Lots of good features but you need time to find up to date documentation
What do you like best about the product?
Tried and true ticketing system. Messaging, the newest channel for communicating with customers, integrates well with ticketing system.
What do you dislike about the product?
Documentation is not up to date. Searching for "how to" is difficult. I'm supposed to have an Account Manager but as you can tell I've never connected with them. Customer service is helpful but they tell me my Account Manager will only correspond through email. What use is an Account Manager that won't talk to customers?
What problems is the product solving and how is that benefiting you?
Trying to get Live Data. Turns out that this is Beta and currently not available. Later find out that the documentation was wrong in saying that is available for Professional Plan. This is only available for Enterprise Plan.
Recommendations to others considering the product:
Zendesk is not cheap. Make sure you need all the bells and whistles.
Use Zendesk Everyday - good for collecting a lot of information
What do you like best about the product?
Zendesk is good to keep all of your customer information in one place/software - you can keep new, old, priority, etc customer tickets. It can hold a ton of customer information.
What do you dislike about the product?
I wish there was a little more organization of how the information was kept - right now, searching for something can be hard.
What problems is the product solving and how is that benefiting you?
Answering customers very easily. Can route tickets to different departments so they can take a look, very easily.
Recommendations to others considering the product:
Great for large teams
Issue logging in with a new account
What do you like best about the product?
Response was prompt, CSR quickly analyzed issue and provided options
What do you dislike about the product?
I ended up having to have our local admin add me to the account. CSR nor Sales was able to do so. At least, I was able to do it quicker internally.
What problems is the product solving and how is that benefiting you?
We are rapidly growing and need a built out solution for handling more tickets without hiring more help desk techs. Guide and self serve Help is how we are solving.
Awesome Product
What do you like best about the product?
Features and ease of usage, User friendly.
What do you dislike about the product?
None as of now, everything is working fine.
What problems is the product solving and how is that benefiting you?
Tracking the client requests, follow up and status of any query
Zendesk Suite is simply the best given it's a one payment for almost all of the ZD Product
What do you like best about the product?
You can do pretty much everything custom fields, macro, trigger, automation and many more.
What do you dislike about the product?
When you are on lower plan like Professional it does not have Sandbox
What problems is the product solving and how is that benefiting you?
Simplified ticketing system specially if you have multiple brand. You can use 1 single suite plan/instance in multiple brands
An easy to use customer suite with essential functionalities
What do you like best about the product?
Easy to use templates for emails is a great feature. Campaign and bulk email functionalities works easily
What do you dislike about the product?
Custmer service could have been better with respect to issue handling quality and pace. There is alot of pending issues yet to be addressed
What problems is the product solving and how is that benefiting you?
Data accumulation is one of the biggest problem that ZenDesk has solved easily, especially the self-service resource center is a bonus!
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