Zendesk Suite
ZendeskExternal reviews
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Zendesk is your feature rich Customer service solution.
What do you like best about the product?
Zendesk system is the best solution to manage and serve your customers effectively. It's a feature-rich solution where all the functionalities are unified and easier to maneuver quickly to be more productive and efficient in serving customers.
What do you dislike about the product?
Actually there is nothing in Zendesk that i didn't like, all the features in there were as expected, however the only thing about Zendesk was that it does not have our local PNG telecos integration capability which means that we couldnt use the international numbers provided, so we had to upgrade our current PABX to enable compatability.
What problems is the product solving and how is that benefiting you?
We used to have two separate systems where calls were taken differently from the tickets. The previous system could only integrate with emails and nothing else, which means that all our customer queries were received only through phone calls and emails. Usually, calls are dropped; with Zendesk now, we have opened up different channels where customers can raise their queries. The most notable and more accessible tracks are Facebook and WhatsApp, making it easier for customers to register their questions.
It has all that you need
What do you like best about the product?
All things you can set to support our customers experiences.
What do you dislike about the product?
For someone not very techy, some features can be very hard to understand or apply.
Also, some apps are not enough support, for example Asana.
Also, some apps are not enough support, for example Asana.
What problems is the product solving and how is that benefiting you?
The triggers, the multiple brands, the fact that my team can create/edit user profiles or organizations profile.
A workspace with many tools
What do you like best about the product?
I like that this tool is easily used by most & helpful for many tasks.
What do you dislike about the product?
Many times emails may not arrive to the receiver, be placed in spam, or not be delivered to us. This causes trouble when communicating
What problems is the product solving and how is that benefiting you?
Zendesk Support suite solves the problem of communicating with your audience via email.
Its quite good, there is some things to improve but overall it is good.
What do you like best about the product?
Plenty of channels: phone, live chat and e-mail in one place.
What do you dislike about the product?
Sometimes the UI shows old data like the end user's old name, etc., and you have to refresh the page to see the current data.
What problems is the product solving and how is that benefiting you?
We need to get all customer requests and questions in one place.
Good experience but can be improved
What do you like best about the product?
- The admin center and the agent platform are handy and easy to operate
What do you dislike about the product?
The functionality of KB and content adding or modification, including the help desk portal
What problems is the product solving and how is that benefiting you?
Accessible communication with customers and case management
Zendesk is a game changer for customer service teams of all sizes!
What do you like best about the product?
Ease of use, improvements that have been made (like new agent workspace) are helpful and built with both customers and agents in mind. Much easier to follow things up than a regular outlook inbox.
What do you dislike about the product?
Would really love an accessible reporting feature that concisely shows agents average time spent on an individual reply to a ticket (i.e not the ticket as a whole)
What problems is the product solving and how is that benefiting you?
I wouldn't say there have been large problems but they have made changes that streamline the use of Zendesk by agents and made it better. i.e small things like clicking an email address in ticket view to copy it for pasting, over time saves a lot of time
Support is very slow to respond
What do you like best about the product?
Ticket automation for our customers is well-done
What do you dislike about the product?
Support requests to Zendesk take too long to get responses and resolutions.
What problems is the product solving and how is that benefiting you?
We need to turn off mapping domains to organizations. It's causing major issues with our franchise customers that use the same email domain, but have their own organizations.
They take a long time to respond
What do you like best about the product?
The truth is that it is disappointing me in every way.
What do you dislike about the product?
They take a long time to respond and if you're not attentive, they close the ticket and you have to create a new one. Additionally, the knowledge base is quite limited and the tutorials even more so when you are a developer.
What problems is the product solving and how is that benefiting you?
Better attention. Better development in automation.
Awesome support tool
What do you like best about the product?
I can reach out to the support team at any time and get an answer right away. Plus, the support team is knowledgeable and efficient - can easily respond to your questions! The platform is easy to use and understand. I think the changes to the platform is moving in the right direction.
What do you dislike about the product?
Product feedback seems a little backward and some issues bugs on the platform are deprioritized and can take months to be fixed. Issues and bugs that are not in priority will just be closed and you won't hear back from them. You would have to insist to keep your tickets open and even then, you won't hear back until it's resolved and lost forever.
What problems is the product solving and how is that benefiting you?
Customer interactions are becoming much easier. You can reach out to your customers wherever they are.
Thrilled with the support received
What do you like best about the product?
The way, agent handled the situation and tried understanding the concern
What do you dislike about the product?
Nothing much! Really nothing that i didn't like.
What problems is the product solving and how is that benefiting you?
We couldn't view few tickets.. it was well explained that they never generated in the system
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