Zendesk Suite
ZendeskExternal reviews
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Zendesk is for those who likes Lego
What do you like best about the product?
Zendesk provides everything in one place, which is very useful. It helps organizations to bring up all channels quick: Knowledge Base, Community, Support Email, Web, Chat, and phone. It supports a lot of integrations and customizations.
Extensive documentation is a good example for organizations on "how to do it" right.
API is powerful, well documented, working reliably, and is a good addition to the UI.
Extensive documentation is a good example for organizations on "how to do it" right.
API is powerful, well documented, working reliably, and is a good addition to the UI.
What do you dislike about the product?
However, the implementation is minimalistic and often insufficient, like Community, for instance. New features and improvements are coming to Zendesk too slowly. Visual component, though very distinguishable, is lacking behind the competition. UI/UX workflows haven't changed in years.
Yes, Zendesk has extensive, and probably one of the best documentation repositories, however, zendesk doesn't share its best practices with its customers, not only in the documentation world but in the support world as well.
Interestingly enough, that company whose entire business is helping others build support organizations doesn't have good support. Support managers do not open tickets with Zendesk support motivating it that it won't be answered anyway. Essentially, if you can't do something with zendesk - you are on your own.
Yes, Zendesk has extensive, and probably one of the best documentation repositories, however, zendesk doesn't share its best practices with its customers, not only in the documentation world but in the support world as well.
Interestingly enough, that company whose entire business is helping others build support organizations doesn't have good support. Support managers do not open tickets with Zendesk support motivating it that it won't be answered anyway. Essentially, if you can't do something with zendesk - you are on your own.
What problems is the product solving and how is that benefiting you?
Zendesk provides Support, Knowledge Base, Customer Self service, all in one place with one tool:
- Self Service
- Knowledge Base
- Commiunity
- All Support Channels
- integrations.
- Self Service
- Knowledge Base
- Commiunity
- All Support Channels
- integrations.
Terrible until I was able to speak directly to someone
What do you like best about the product?
I am not impressed by Zendesk. It's not intuitive or easy to use.
What do you dislike about the product?
The length of time and quality of support is unbelievable given its business case. Several issues including multiple business days inbetween messages.
What problems is the product solving and how is that benefiting you?
A central place for interacting with customer issues.
The best support software that revolutionized our company
What do you like best about the product?
We have found many benefits thanks to the Zendesk Support platform; it has a wide variety of tools that end up providing an excellent experience and harmony in the workplace of each person within the company. But one of the things we like the most is that they have a simple interface at the time of use and they have a support team of category where they are always present and available for any inconvenience that may arise, every request we made was answered very quickly and with different possible solutions. Another thing we love is that we can have and manage multiple projects in the same place; this has been a great help in facilitating the centralization of information.
What do you dislike about the product?
We have not had any relevant dislikes, in the beginning, we had some problems, but all have been solved as they have released updates to improve the platform. However, it is essential to consider the annual cost of the license since it will become a little challenging to get it if you are a small-medium company that is starting. However, once you get tools like the ones the Zendesk platform offers, you will have a much simpler and harmonious working life.
What problems is the product solving and how is that benefiting you?
Without a doubt, we have obtained great benefits since working with the Zendesk Support platform, among which we can mention a better relationship, communication and interaction with our customers ensuring their quality and professional support within the experience they may be having based on our service. In short, we can say that the Zendesk platform has a customer support function through web chat, social networks, email, and a ticketing system that can be channeled from a central point.
Experience and journey with zendesk
What do you like best about the product?
key advantage of Zendesk is its ability to integrate with a wide range of third-party tools and applications.
By integrating Zendesk with other systems, businesses can streamline workflows, automate processes, and improve efficiency. For example, integrating Zendesk with a CRM system can help agents access customer information and history in real-time, while integrating with a marketing automation platform can help businesses send targeted messages and promotions to customers based on their behavior and preferences.
By integrating Zendesk with other systems, businesses can streamline workflows, automate processes, and improve efficiency. For example, integrating Zendesk with a CRM system can help agents access customer information and history in real-time, while integrating with a marketing automation platform can help businesses send targeted messages and promotions to customers based on their behavior and preferences.
What do you dislike about the product?
t makes it all so hard. Getting reports is freaking difficult, and often it doesn't even show accurate reliable data.
You can't integrate it with Slack directly (which it should now) to get notifications of important stuff. Even if I use Zapier, I can't get information in Slack of internal comments in Zendesk.
You can't integrate it with Slack directly (which it should now) to get notifications of important stuff. Even if I use Zapier, I can't get information in Slack of internal comments in Zendesk.
What problems is the product solving and how is that benefiting you?
It provides a centralized platform that allows businesses to track and resolve customer inquiries, issues, and complaints efficiently. Some of the critical problems that Zendesk Integration aims to solve include
Streamlining customer support: With Zendesk Integration, businesses can consolidate customer support requests from various channels into a single platform, making it easier for agents to manage and respond promptly.
Improving response time: Zendesk Integration helps businesses respond to customer inquiries quickly and efficiently, reducing response time and enhancing customer satisfaction.
Streamlining customer support: With Zendesk Integration, businesses can consolidate customer support requests from various channels into a single platform, making it easier for agents to manage and respond promptly.
Improving response time: Zendesk Integration helps businesses respond to customer inquiries quickly and efficiently, reducing response time and enhancing customer satisfaction.
You get what you pay for, but sometimes it's more than you need.
What do you like best about the product?
The user interface is very polished, clean, and intuitive. Best in class. Easy to learn for end users. Plenty of documentation and support.Quick and responsive functioning. In general it was the most polished and mature help desk system.
What do you dislike about the product?
For us, the lack of an integrated asset management system and integration with Google Admon and Jamf Pro at an extra expense was beyond our budgetary restraints.
What problems is the product solving and how is that benefiting you?
It was excellent to use for a ticketing system, with very well-integrated search functionality and easy-to-use and professional-looking knowledge base section that was easy to add on to.
Zendesk provides a comprehensive way to communicate with customers.
What do you like best about the product?
I like that it allows us to facilitate an easy communication channel with our customers, but it also integrates with other communication channels.
What do you dislike about the product?
The interface is not very pleasant to look at. It seems somewhat outdated and not intuitive. Reporting also has the same issue.
What problems is the product solving and how is that benefiting you?
It is another channel of communication with our customers, specifically those that prefer not to interact telephonically.
Best software to use
What do you like best about the product?
Zen desk suite has quicker response times, better analytics and over all better customer service
What do you dislike about the product?
It needs to improve in few areas and needs to be more interactive
What problems is the product solving and how is that benefiting you?
It's useful for conversation about customer enquires
Good software, crap service
What do you like best about the product?
The software works well, is fully featured and meets all of our needs.
What do you dislike about the product?
If you need any customer service they try to blame everything on the user and seem incapable of taking suggestions for how to improve.
What problems is the product solving and how is that benefiting you?
Allows us to share client communications with multiple staff and teams.
Not a complete tool but its what we have in the market
What do you like best about the product?
The basic tools are perfect for Support/CS workspaces that don't need a high level of complexity.
Zendesk Guide is fire tho.
Zendesk Guide is fire tho.
What do you dislike about the product?
Every time you want to customize something Zendesk won't let you.
You want to insert HTML through a macro? Nope
You want to insert a HTML through a markdown in a Macro? No
You want to send manually customer surveys to guarantee that the client answers at the same time he sees the final answer? Nope
The examples i gave above are the last issues I had while trying to implement change in our support workflow, but this applies to every other tool. Your development culture is based on not letting your customer customize tools to their own needs.
And the thing is there is no real competitor, only micro services between each country.
You want to insert HTML through a macro? Nope
You want to insert a HTML through a markdown in a Macro? No
You want to send manually customer surveys to guarantee that the client answers at the same time he sees the final answer? Nope
The examples i gave above are the last issues I had while trying to implement change in our support workflow, but this applies to every other tool. Your development culture is based on not letting your customer customize tools to their own needs.
And the thing is there is no real competitor, only micro services between each country.
What problems is the product solving and how is that benefiting you?
Customization is impossible
Zendesk Review
What do you like best about the product?
Systematic Approach to the ticketing solution.
What do you dislike about the product?
Light Agents currently don't have tagging option.
What problems is the product solving and how is that benefiting you?
Proper management of queries category wise and detailed reports.
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