Zendesk Suite
ZendeskExternal reviews
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Great usability but limitations
What do you like best about the product?
Agents like the usability of agent workspace and some of the functionality is great allowing it to be uncomplicated.
What do you dislike about the product?
Limitations on customization. Layout builder EAP is limiting by its a one size fit all rather than customizable by group, views are still limited to 12 global, it would also be great to be able have a view as/assumption mode to see how the view looks for advisors etc. we also experience a number of issues with explore accuracy in that metrics aren't industry standard and work differently meaning we've spent countless hours creating our own.
What problems is the product solving and how is that benefiting you?
There is a number of changes coming with features we've been requesting around agent availability. We've created some great workflows using a combination of triggers and automations which have also made our teams lives easier and streamlined processes.
Excellent tool for customer and internal communication
What do you like best about the product?
Ease of access and comprehensive segregation of multiple queues
What do you dislike about the product?
The tool can be more user-friendly. Complex controls makes the tool difficult to use at administrator level
What problems is the product solving and how is that benefiting you?
Zendesk helps provide a platform for efficient and smooth communication with customers and internal teams
Work Related Experience
What do you like best about the product?
I like how everything is connected within Zendesk which makes for easy navigation and ability to service customers on different platforms.
What do you dislike about the product?
Receiving messages without email connected to the messages for follow-up. The new update has taken a bit to get used to but I am fine navigating now.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is serving as a one stop platform to be able to effectively communicate with their customers
Great support suite
What do you like best about the product?
One of the best features is the zendesk explore tool. It allows me as a manager to get insights regarding what types of issues or coming in and how my team is doing
What do you dislike about the product?
There are some small quality of life improvements that could be made.
Being able to pause sla without responding the the client and to be able to see all views without going to the admin page would be great
Being able to pause sla without responding the the client and to be able to see all views without going to the admin page would be great
What problems is the product solving and how is that benefiting you?
It allows me and my team to be able to efficiently and effectively solve customer issues.
With zendesk we are able to triage with ease and direct our resources and attention to customers who need it
With zendesk we are able to triage with ease and direct our resources and attention to customers who need it
pros overweight contras
What do you like best about the product?
-increases customer satisfaction, customers get first reply very fast.
-reduces the processing time of a request.
- helps the agent to get all the necessary information from the customer very quickly.
- support from the team even after setup. There is always someone to whom you can bring ideas, and in the end, solutions can be found for almost everything.
- Setup takes a lot of time but only only at the beginning
-reduces the processing time of a request.
- helps the agent to get all the necessary information from the customer very quickly.
- support from the team even after setup. There is always someone to whom you can bring ideas, and in the end, solutions can be found for almost everything.
- Setup takes a lot of time but only only at the beginning
What do you dislike about the product?
- Due to the fact that several departments are involved, problem solving sometimes takes longer
-Setup process can be simplified
- but pros overweight contras
-Setup process can be simplified
- but pros overweight contras
What problems is the product solving and how is that benefiting you?
- customer satisfaction increases
- we avoid bad reviews
- some problems can be solved in the first reply and the customer won't come back
- reduce first reply time
-there is not so much pressure due to many inquiries, which also has a positive impact on the agents.
- we avoid bad reviews
- some problems can be solved in the first reply and the customer won't come back
- reduce first reply time
-there is not so much pressure due to many inquiries, which also has a positive impact on the agents.
Market leaders for a Reason
What do you like best about the product?
If it was only for the tech, we would still have an amazing product empowering the ecosystem of buyers and sellers that interact with us. However zendesks commitment to community, being invert quick to adapt to market information and hosting (actually informative) events are what draw me to the whole solution.
What do you dislike about the product?
Not much to say here. Whoever has used it, found value with it has been able to successfully raise tickets and get those developments under way.
What problems is the product solving and how is that benefiting you?
Automations, workflows and task management for my CS team. Makes most of our work task based and trackable.
Zendesk - leaders in CX
What do you like best about the product?
True omnichannel experience with the best agent workspace I have seen in the industry so far.
What do you dislike about the product?
The pricing can be a little high compared to competition. But then you always need to pay a premium for the best.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me make my agents more productive and my customer experience more immersive
Friendly ticket platform for Contact Center in the front line
What do you like best about the product?
The intuative functions for all agents working in the platform together with a fantastic knowledge base. Getting started with the product is very simple.
What do you dislike about the product?
When you need to build more complex triggers as an administrator you are some times not able to continue due to some vital attributes/settings missing
What problems is the product solving and how is that benefiting you?
Due to its intuitive way of working it is very easy for agents to get a grasp about what the case is about.
Zendesk Help company Change
What do you like best about the product?
Can help me handling customer support operation easily with minimun cost. Get data analysis easily.
What do you dislike about the product?
Sometime it cannot read what I need. Minimun selection go to my question
What problems is the product solving and how is that benefiting you?
I am still new to zendesk support and still not yet receive any problem on it. In terms of benefit, it can minimize cost in some supporting department.
Smooth and streamlined email process usage
What do you like best about the product?
It has everything I need, including the translate option with the recent update! The macro is also useful; everything you need to respond to the customer is already available per ticket.
What do you dislike about the product?
I don't like that some tickets cant be merged to others.
What problems is the product solving and how is that benefiting you?
It helps in ticket management for me. I can easily see which tickets needs tobe responded and which do not. I enjoyed using Zendesk more than the other software we used before.
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