Zendesk Suite
ZendeskExternal reviews
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Overall a quality CRM platform that is simple to use out of the box
What do you like best about the product?
Zendesk is simple to use out of the box. The platform supports talk, chat, and email with minimal tech resources for the smaller organizations to get started.
What do you dislike about the product?
While ZD is easy to use, there is minimal pre-made reporting for the different contact channels. It is designed for each organization to develop their own reporting but SMBs may not have the tech expertise to develop it.
What problems is the product solving and how is that benefiting you?
Zendesk was able to provide my organization with a simple single solution that included common communication channels with consumers along with ticketing in a single package.
Recommendations to others considering the product:
Zendesk is easy to implement and get up and running but will need some expertise to learn to use its full functionality.
Great product but no assistance with setup
What do you like best about the product?
If you have the time and resources, there are infinite ways to customize this platform.
What do you dislike about the product?
Development/customization comes at a high cost. The support options are minimal (no phone number to call) unless you pay additional.
What problems is the product solving and how is that benefiting you?
It allows us to centralize all our communications via email and keep records of our email communications with customers.
Good tool and service, a bit pricy though
What do you like best about the product?
Lots of possibilities to automise and set triggers. The help center is a good feature as well. I like that you can have internal and external content.
What do you dislike about the product?
You can have macros either for a group or for one person. If you want to have a macro for two people you need to set up a group. That is a bit complicated.
What problems is the product solving and how is that benefiting you?
We manage all our written customer communication with zendesk and have all departments involved in zendesk so that they can give their feedback, too.
Recommendations to others considering the product:
It's a pricy solution compared with the competition, but it gives a lot of features others do not offer.
Good experience with minor quirks.
What do you like best about the product?
I love that any time I want to expand ZD capabilities, there are always a ton of different help center articles and comments with agents helping other users who are in a similar predicament as I. So let's say I need to tweak ZD to do X and there's not an official way to do it, I can get pretty darn close to finessing it with a mix of the article and the comments of the article. I also love the ability to really customize how you want the ticketing forms to look.
What do you dislike about the product?
Currently, this Z Bot that pops up after moving to any new part of ZD (whether it's a new ticket, a new view, a new tab in ZD) it follows me around and auto-opens. If you're going to give us new features, give us the ability to turn them off. Now all I heard from my agents is that they hate this. Additionally, different parts of ZD were clearly built by different UX designers. For example, to view/edit my own views, they put it in this weird drop down in the admin center > views section that makes it very difficult to navigate... it's not designed for common sense (respectfully). BUT in another section of Zendesk, like maybe fields or forms or something in Explore, everything is completely easy to grasp. Just the design of ZD is not consistent which makes it difficult.... hence the need for more guidance to help center articles. But sometimes that can be really tricky because I need other departments to do X task for me, but to even navigate to the part of ZD that does that I need to write very clear instructions to my team -- because again, the design is funky, inconsistent across the platform, etc.
What problems is the product solving and how is that benefiting you?
Our main problem was needing more clarity on classifying/collecting data from tickets. A lot of ticketing systems don't let you customize, so I appreciate Zendesk's ability to let me do that.
Recommendations to others considering the product:
It takes at minimum 1 month to get things set up for a support team of less than 5..... definitely takes a lot of work in the beginning but sooooooo worth it once you have everything working and going.
Fast, efficient and graceful
What do you like best about the product?
The clarified way that the articles are done, as well as the simple and friendly manner the agents communicate and put effort into resolving the problem.
What do you dislike about the product?
There are some behaviors needed, for example, creating follow-up tickets without all information from past tickets or the possibility of updating information on closed tickets.
What problems is the product solving and how is that benefiting you?
It is accelerating our client communication and helping us keep the workflows organized, for customers and employees.
Easy, professional and helpful.
What do you like best about the product?
Easily understandable, fast, able to track tickets with precision.
What do you dislike about the product?
The email responses sometimes end up in SPAM folders, meaning customers dont always get our reply.
What problems is the product solving and how is that benefiting you?
How to handle customer service in general, but mostly its about following up and helping our customers. Making us a friendlier company :)
Solved my issue quickly
What do you like best about the product?
The easy web wedgit function is great while I'm working and have other tabs open
What do you dislike about the product?
Would be good if it had a notification sound
What problems is the product solving and how is that benefiting you?
Agent/account access
Stable framework with sufficient options to customize
What do you like best about the product?
- allows for a quick start without development effort
- can be enhanced by setting up advanced trigger logic and connecting external systems. That requires quite some effort, but is worth it!
- easy to understand trigger logic
- easy to understand help center structure
- option to connect muliple communication channels
- can be enhanced by setting up advanced trigger logic and connecting external systems. That requires quite some effort, but is worth it!
- easy to understand trigger logic
- easy to understand help center structure
- option to connect muliple communication channels
What do you dislike about the product?
- the single sign on feature applies to the entire help center. If you use multiple Help Center for different customer groups you need to build a workaround.
- nested trigger conditions can only be applied with a work around
- nested trigger conditions can only be applied with a work around
What problems is the product solving and how is that benefiting you?
We classify incoming customer support requests from various channels, route them to the right support team, enrich tickets with external information, prioritize tickets within a team and automate the resolution to a great extent. This framework allows us to scale customer support.
User friendly
What do you like best about the product?
The way it was constructed is awesome to use. The issues which the customers were raising, this platform makes it easy to describe their needs.
What do you dislike about the product?
Sometimes the chats it would disappear and we don't have the option to save the chats
What problems is the product solving and how is that benefiting you?
The cost its bit higher, if the cost its bit less then lots people can use of it
Very professional and integral tool
What do you like best about the product?
It may sound basic, but being able to collect customer information, ticket history, and even get meaningful data from the tool makes a very powerful helper for any Customer Success, Customer Support and Product team.
What do you dislike about the product?
I haven't had anything I didn't like so far. I've been using it for over a month now and it does what it tells you that it should do. One thing I remember, though is that their help center replies not so often. Maybe because we're a newer account, but it's something that we've noticed already.
What problems is the product solving and how is that benefiting you?
As I mentioned before, the ability to collect information not only from this ticket, but collect all tickets from the same account on a specific ticket history, makes it super easy to detect major issues in one account, create reports for EBRs, etc. We used another tool that was crazy when trying to collect info.
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