Zendesk Suite
ZendeskExternal reviews
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Zendesk Great Beginner Helpdesk Software
What do you like best about the product?
The ease of use is very helpful, especially in training new users to use it and support clients.
What do you dislike about the product?
I wish it has some more features available to help with SLAs with clients. I also want their reporting functionality built out more.
What problems is the product solving and how is that benefiting you?
They helped me understand how their SLAs work in their system.
A useful rabbit hole
What do you like best about the product?
Knowledge base centres to help users find helpful information. The possibility of creating multiple brands to tailor information and support for end users and, of course, the ticketing system.
What do you dislike about the product?
The limitation that lite agents have to manage and work on tickets, the impossibility to (easily) create multiple SSOs for the (multiple) created brands, and the amount of available information to learn and troubleshoot yourself about the platform. Also, the fact that you cannot set up only a request page (ticket form).
What problems is the product solving and how is that benefiting you?
Internal support for multiple employee requests, knowledge base sharing and ticketing support for multiple customers. It allows to provide better support to different end users and a more efficient onboarding experience.
Support Center
What do you like best about the product?
I like being able to add different drop-down menus for the support team to fill out.
What do you dislike about the product?
Unfortunately, I cannot run reports on the drop-downs because I do not have the next level of ZD Support.
What problems is the product solving and how is that benefiting you?
I can assign tickets/incidents to members of my team, that way I know who is answering these emails.
Overall great software, but it took a fair amount of tinkering to figure out the admin.
What do you like best about the product?
Can map the support center to be a subdomain of my main website & redirects work well
What do you dislike about the product?
The admin panel isn't all that intuitive & it took me a fair amount of tinkering to figure everything out.
What problems is the product solving and how is that benefiting you?
I had login issues when I moved from one domain to another, and the support team was quite helpful in getting me taken care of.
Zendesk Suite User
What do you like best about the product?
Overall organization and capabilities to track history.
What do you dislike about the product?
Inconsistent functionality release, upgrades resulting in taking a step back
What problems is the product solving and how is that benefiting you?
General history of relationship and organization
Overall, Zendesk works fairly well for us. However, there are a few features missing.
What do you like best about the product?
The ticketing system works well for our needs. We find that we can organize tickets by client and keep information easily in a single thread. The ability to set up quick responses and automations is also helpful to us.
What do you dislike about the product?
Reporting has some flaws that are hard to work around, such as the inability for Admins to access all dashboards and some query parameters are very hard to discern when you are putting reports together. We'd also really like the ability to add people in our organization (especially contributors) as auto cc'd for organizations when they submit tickets.
What problems is the product solving and how is that benefiting you?
We have over 100 clients, all of whom have their own unique issues. Zendesk keeps our conversation with each client organized and makes it easy to reference previous tickets for information as well. Additionally, we are able to pull a lot of metrics out of Zendesk to share in terms of our team productivity.
Good software, slowly getting better with age
What do you like best about the product?
ZenDesk has plenty of addons, fairly good reporting and is easy for people to pick up and use. Whatever can't be done, can mostly be navigated around using triggers, automation or the API.
What do you dislike about the product?
ZenDesk is slow to integrate features which is seen in other CRM platforms. Solutions such as Kustomer are starting to be trailblazers, and for the cost of ZenDesk, I wish it would be more of a leader in it's field.
What problems is the product solving and how is that benefiting you?
ZenDesk helps us integrate all channels (Instagram, Facebook, WhatsApp, email etc) into one omnichannel approach, allowing us to answer across many different channels with ease.
Good customer support system for our small business
What do you like best about the product?
Easy and simple to use for agents while giving admins a great amount of overall information.
What do you dislike about the product?
Some features would be great to have in the "Support" view, like adding macros.
What problems is the product solving and how is that benefiting you?
We are in constant communication with our customers, and the open tickets view is particularly helpful for all agents to be on the same page.
Great, all in one tool
What do you like best about the product?
Easy way to communicate with customers across all channels.
What do you dislike about the product?
Some critical details that would streamline service are missed and the support team don't always know the best workaround.
What problems is the product solving and how is that benefiting you?
Allowing us to effectively communicate with customers in one place regardless of the method of contact they choose.
Extremely robust = learning curve to implement
What do you like best about the product?
Zendesk allows a large team to work together to respond to thousands of customers. It holds so much data and can produce robust reports used by our department and the whole company. It's relatively user-friendly to allow agents to work efficiently.
What do you dislike about the product?
There's just a lot to learn; after about two years of using it, I know we're still underutilizing it. Sometimes, you don't even know what you don't know. It also might not have all the functionalities necessary, which leads to paying for more third-party apps or integrations.
What problems is the product solving and how is that benefiting you?
I think they're working through tying customer data together, which provides more insight and context for the agent. It is a lot of data to consolidate and keep organized, so the efforts towards this customization are helpful.
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