Zendesk Suite
ZendeskExternal reviews
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Zendesk is a comprehensive solution for support solutions
What do you like best about the product?
Zendesk has been instrumental in bringing support for our organization into the modern era. Compared to our previous solution, Zendesk provides the visibility, ease of use, and appropriate metric monitoring for our needs. We have been able to increase our technical support knowledge through the use of searching, tags, and knowledge base integration as well as provide our customers with a platform to find answers to their own issues.
What do you dislike about the product?
At times it has been difficult to get ahold of Zendesk support, but this has become less of an issue recently. Sometimes the the abundance of features that we don't use can overwhelm us while trying to find spefic configurations.
What problems is the product solving and how is that benefiting you?
Zendesk has been instrumental in providing a centralized knowledge base for our solutions that our customers (and potential customers) can look through for information and answers. This has increased our support team's overall knowledge of our own platform and new ways to troubleshoot as well. We have also been able to use Explore to create iso reports for our KPIs as well as highlight our support team's work.
Simply the most powerful and easiest to manage support suite out there.
What do you like best about the product?
It offers a complete solution starting from end-user self service to agent automation and management insights.
What do you dislike about the product?
It does a lot and might be a bit overwhelming when you first get started
What problems is the product solving and how is that benefiting you?
It allows my to offer support and allow for self service across dozens of channels while giving agents single inbox to handle the complex inquiries
Best CRM Customer Service
What do you like best about the product?
We using zendesk greater than 5 Years for Customer Service,
I have implemented greater than 10 developments on Zendesk,
Zendesk is very simple for development & all feature all ready in use
I have implemented greater than 10 developments on Zendesk,
Zendesk is very simple for development & all feature all ready in use
What do you dislike about the product?
Pricing Expensive,
Cannot Custom Plan License, only using package plan (Team/Growth/Professional/Enterprise)
Cannot Custom Plan License, only using package plan (Team/Growth/Professional/Enterprise)
What problems is the product solving and how is that benefiting you?
Digital Customer Service, we using all channel in zendesk (Include : Social Media/Social Messaging) for connect to customer and we develop BOT & AI for Customer Self Service.
and we using zendesk for Internal Helpdesk
and we using zendesk for Internal Helpdesk
Fast and efficient work tool.
What do you like best about the product?
It is practical, good problem-solving response.
What do you dislike about the product?
Sometimes it freezes a little, but maybe it's the internet connection.
What problems is the product solving and how is that benefiting you?
It has facilitated communication with the client.
Easy to set up, does what it says on the tin!
What do you like best about the product?
Very user friendly with the marketplace and native apps. Rolling out a lot of new features to do with AI, automation and UI.
What do you dislike about the product?
More proactive account management to ensure best utilisation of the tool
What problems is the product solving and how is that benefiting you?
It allows all our channels to be housed under one platform from chat, email, web form, voice, social, whatsapp within one interface which is easy for the agent to use. As a business with talk being only 5% of contact, this works for us however as a larger business I don't believe this will scale up with IVR as required.
Disastrous UI Update: Efficiency Plummets, hope we can find an alternative product
What do you like best about the product?
It was a good tool until they forced a new UI on all users on March 2024.
What do you dislike about the product?
The recent update to the user interface has proven to be highly disruptive and problematic for our team. Two primary issues have emerged as significant pain points:
Lack of Dynamic Reply Textarea: One glaring issue is the lack of automatic resizing of the reply textarea, particularly noticeable on Chrome (although functioning as expected in ARC). This oversight necessitates constant manual resizing, significantly impeding workflow efficiency. It appears that the design team may have overlooked the diverse range of devices and resolutions used by users, as this flaw becomes particularly apparent on MacBook or laptop retina screens.
Absence of Requester Email in Top Bar: Another perplexing alteration is the removal of the requester's email from the top bar. This omission necessitates additional clicks to access crucial information, needlessly complicating the user experience.
The decision to impose these changes without providing users with the option to customize or revert to the previous UI is perplexing and frustrating. It seems evident that the prior interface was superior in functionality and usability.
Internally, I'm proposing to explore alternative platforms to Zendesk, as the current UI changes have had a tangible negative impact on our productivity and satisfaction for the team.
In summary, the recent UI update has regrettably resulted in a diminished user experience, characterized by inefficiencies and frustrations. Urgent attention is required to address these issues and restore functionality and usability to our workflow.
Lack of Dynamic Reply Textarea: One glaring issue is the lack of automatic resizing of the reply textarea, particularly noticeable on Chrome (although functioning as expected in ARC). This oversight necessitates constant manual resizing, significantly impeding workflow efficiency. It appears that the design team may have overlooked the diverse range of devices and resolutions used by users, as this flaw becomes particularly apparent on MacBook or laptop retina screens.
Absence of Requester Email in Top Bar: Another perplexing alteration is the removal of the requester's email from the top bar. This omission necessitates additional clicks to access crucial information, needlessly complicating the user experience.
The decision to impose these changes without providing users with the option to customize or revert to the previous UI is perplexing and frustrating. It seems evident that the prior interface was superior in functionality and usability.
Internally, I'm proposing to explore alternative platforms to Zendesk, as the current UI changes have had a tangible negative impact on our productivity and satisfaction for the team.
In summary, the recent UI update has regrettably resulted in a diminished user experience, characterized by inefficiencies and frustrations. Urgent attention is required to address these issues and restore functionality and usability to our workflow.
What problems is the product solving and how is that benefiting you?
The recent UI changes are causing trouble in our team
Overpriced for what you get
What do you like best about the product?
The UX is well-designed and intuitive to use. It syncs well with your calendar and emails in a basic way (no AI-boosted features). I liked the feature that allows you to populate the record fields using information pulled from LinkedIn. Saves time.
What do you dislike about the product?
It's difficult to cancel your contract. It's difficult to get through to a human in their Support team. A lot of the reporting features are only available for 'Elite users'. Doesn't automatically reconcile duplicates. The Reach feature is not GDPR compliant and therefore has no use in Europe. Many of the reporting features are available only for 'Elite users' only. It would be nice to have more automated features and prompts.
What problems is the product solving and how is that benefiting you?
It aggregates my data and organises it well. It computes the sales figures.
Easy fit and easy to connect
What do you like best about the product?
You can easily customize trigger and automations. Customization is no longer a thing of power users or even IT professionals. That is really a benefit. Furthermore the zendeskians are always on track and implementing things the customer service needs and which are assisting agents in a great way.
What do you dislike about the product?
Acceptance of old fashioned Users is complicated. Personally I do not think we are using the plattform totally. There is lot more potential.
What problems is the product solving and how is that benefiting you?
Conversational workload is reduced by routing topics directly in the correct channel. The conversation with customers can start in the preferred channel, but the agents are in the position to switch to the best without any disturbancies.
Better Customer Services, Zendesk provides good products to their customers
What do you like best about the product?
New things of Zendesk are AI Powered Ticket Summarization. It helps agents very fast to understand the conversation without reading the entire thread. And also, Intelligent Triage, which categorises and prioritizes tickets so the right team (for particular tickets) can respond faster.
What do you dislike about the product?
There is nothing for the dislike in Zendesk.
What problems is the product solving and how is that benefiting you?
Of course, Zendesk is a service-first CRM company that provides software solutions to help businesses improve customer service and sales teams but if you noticed that Zendesk has a knowledgebase, you can create your Halp Center related to your products, you can create custom webpages, you can promote this as a Website so people will know about your products, they will reach to your products or business. You can enable chatbot whenever people stuck anywhere they can reach to your website or your help centre to get help via chatbot, you can enable talk so people can call you if they urgently have need. Also, Zendesk provide call center solution to enhance your CX.
Ease in changes
What do you like best about the product?
Because when I needed to modify the route, it worked. It is extremely versatile.
What do you dislike about the product?
Trainings and very few immersions mainly in Latin America. Community is a bit weak.
What problems is the product solving and how is that benefiting you?
Faster contact return. Centralize contact and measure.
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