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Data Driven Decisions
What do you like best about the product?
We are finally able to automate routine tasks for agents. Our biggest win is now having actionable data to drive real time business decisions. This has improved our customer experience with support dramatically.
What do you dislike about the product?
We would greatly appreciate the ability to edit Internal Notes!!
What problems is the product solving and how is that benefiting you?
Agent time tracking.
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Good base software but not flexible enough
What do you like best about the product?
* Specialist support software
* Good UI
* Good support portal
* Nice workflows and automations
* Good UI
* Good support portal
* Nice workflows and automations
What do you dislike about the product?
* Not very flexible on lower plans
* Can be difficult to mask it's ZenDesk
* Can be difficult to mask it's ZenDesk
What problems is the product solving and how is that benefiting you?
* Providing self service support to customers
* Providing ticket management internally
* Providing ticket management internally
Excellent tool to streamline support management queues and ticket handling.
What do you like best about the product?
The most helpful feature of Zendesk Support Suite is the possibility to automate tasks via macros. Macros allow for quick ticket routing to different departments, and standardized formatting for specific workflows. Upsides of Zendesk Support Suite are its user-friendly interface, event tracking within the ticket, integration with 3rd party tools, customization of views to extract personalized reports.
What do you dislike about the product?
Native markdown formatting is great, but there is no feature to turn it off for some integrations that instead require to keep markdown intanct and format after submission. This creates a much more time consuming workflow to revert formatted text to markdown.
What problems is the product solving and how is that benefiting you?
Zendesk allows to easily and efficiently route support tickets to specialized departments. Tickets can be managed by multiple advisors keeping the conversation in the same thread. Internal notes ensure critical information is shared among advisors for optimal ticket resolution. Tags and macros streamline workflows to track and manage conversation and escalations to tier 2 of support.
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
Tool for quick and efficient work.
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 it might be due to 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?
the agents love it! As an admin it is great to set up and doesn't require technical support. Our Customer serice team use it every day. Including voice, whatsapp, social and third party integerations from market place and non-native.
What do you dislike about the product?
Further AI tooling so we do not have to go to market for WFM, sentiment analysis etc. Though there is continous effort to include these.
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.
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