Zendesk Suite reviews

Het is een platform waarop alle tickets gelijk te zien zien, wat het overzichtelijk maakt. Verder kunnen andere collega's tickets van je inzien, dus bij afwezigheid kunnen deze alsnog tijdig worden opgepakt

Voor nieuwe gebruikers is het moeilijk om gelijk hun weg te vinden. Verder is het een vrij duur programma.

Op dit platform kan je eenvoudig zien wanneer, waarom en hoe een klant contact met je opneemt. Verder is de geschiedenis van chats eenvoudig terug te vinden.

Voor beginnende mensen op het platform is het moeilijk te navigeren.

Een overzichtelijk programma waar alle klantcontact op binnenkomt. Dit maakt het makkelijk om snel te reageren op vragen van klanten.

Het gebruiksgemak had in mijn beleving nog wat beter gekund. Nu zijn er nog verschillende routes nodig/mogelijk om op de juiste plek te komen.

Voorheen gebruikten wij MessageBird en dat was een lastiger programma om mee te werken. Nu we Zedesk hebben kunnen we de klanten beter van dienst zijn. Het mooie aan Zendesk vind ik de gebruiksvriendelijkheid.

Er worden kleine 'stickers' gebruikt achter de naam van de klant. Daarmee wordt aangeduid of de case open, geparkeerd of closed is. Dit kan duidelijker.

I like the way Zendesk is handling the Support tickets, Live chats, and messages & providing a lot of options to analyze the data on their end or extract the data via API & analyze on our end

Lack of Option for extracting some of the data via API which is available in their website Dashboard

I like that it combines multiple channels like email, chat, phone, and social media- also works with 3rd party tools like Salesforce. It is scalable which is great for our growing company

It can be expensive for smaller companies, it is also hard to set up (per our IT dept)

Ease of set up was good. Customer support is good.

I thought the user interface was rather confusing, and the lack of multiple templates on the cheapest tier wasn't great. The default template was ugly.

I use it mainly for the FAQ feature, it saves me quite a lot of time for customer support.

I had an issue with the helpdesk chat pop-up on my shopify website, support were quick to help me and resolve the situation.

Ease of use and collective data when you need it

There is nothing that I didn’t like in this program

Qhat i like most about zendesk it that ability to interact with co-workers, amagers and even school.

What i like least about zendesk suite is that i just wish it qould turn off somethimes in just needa brake feom work. Lol.

All the features are very customizable and user friendly for both agents and end users.

Harder to integrate with source control systems than other alternatives.

It is very easy to organize your works and track your assigned tasks and activities

I would say it is a bit on the high side for me though.

Easiness of integration and support of multiple chat options

I think pricing should be improved and made more accessible.

Achieving automations in workflows saves time and energy. It also relieves the organization the cost of hiring more personnels for the job. I have experienced a quantified benefits ranging from speed, smartness in the outcome and cost effectiveness. I highly treasure Zendesk Suite. Customers are appreciating what they get from us. Join the ride for greater achievements.

Very clean. I find no cons for Zendesk Suite. Everything is sorted by the ease of navigation and smart results.

Zendesk offers a easy-to-use and complete feature set for customer support and external documentation. All of which is maintainable by non-technical people.

The set-up and fine-tuning to your specific process might require some time to figure. While their rule engine is super flexible, it requires some getting used to.

Sub-products are useful and integrated to each other. Ai has been been recently introduced as well which brings a ton of features such as ticket summarization, intent, and sentiments.

The analytics is also good but lack a few things.

Real-time dashboard - existing but cannot be customized.
Tiered level of support - if you’re not a Premier Support customer then wait for a few days for a reply from their supprot team.
Pricing - lots of contenders out there stepping up there games but a lot cheaper.

It is a very important tool at work when communicating with customer and clients

Sometimes we experience some outage but not frequently

As an administrator, Zendesk offers a comprehensive set of tools for managing customer support operations. The ticketing system is robust and customizable, allowing us to tailor workflows to our specific needs. The reporting and analytics features provide valuable insights into support performance metrics, enabling us to identify trends and areas for improvement.

Zendesk's customer service is generally responsive, occasional delays in resolving technical issues can disrupt operations.

Highly performant ticket tool with complete options.
Easy login through SSO and reliable tool.
Can easily configure profile , signature and automated replies in tickets.

On mobile and personal hotspot internet it works little slow.

It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.

It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.