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.

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.

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.

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.

We have used Zendesk for about 3 months. We really enjoy how easy it is to customize branding, add or remove agents, and setup specific policies. We enjoy how we are able to do everything with an easy to use dashboard which has everything all in one place. We also utilize Zendesk on our other platforms, such as our websites, merch store, etc. It's very easy to integrate and our customers enjoy it!

Zendesk is very costly, but we were able to get a discount as we are a startup company. I would like if Zendesk had a free plan to begin with. Obviously there would be some limited features unless you upgraded, but it would allow things like web chat or a certain number of agents.

Zendesk makes it easy for us to communicate with customers.

The program we use only allows for one person to be logged in at a time to it - possibly because it is the free trial version

Easy to use and navigate. It is pretty self-explanatory with great features.

There is a lot of room for user error (like any other ticketing system)

It's clear and simple to use interface and it's a clearly developed product with a good set of core features, which actually work unlike other platforms.

The extra cost for additional features, would prefer a more feature reach lower tiered pricing level

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.

Its complexity. It allows a wide variety of integration options to suit your business needs.

Our business model doesn't seem to fit all that well to the features it's offering making our agents' tasks more complicated and time consuming.

Its a flexible software which is very easy to introduce.Brings collaboration between me and my team.It has helped me achieve alot and created a good relationship with my clients and my sales have doubled.Its easy to answer queries and solve any arising issues together Very easy to adopt no training required.This is the chief ingredient in building yourself.

Absolutely satisfying performance,I a proud user.

It's easy to use and have everything you need for your Customer Service

Nothing really bad about it, maybe the UI could be better sometimes.

It makes our aupport operations fast and smooth

I like that it is all in one solution
Guests can easily and quickly navigate it

This is the platform of the year no regrets at all

I believe Zendesk and products were built and designed for finance/banking industry, as the usage and features are exactly matching the team's needs.

There is just not a basic version of Zendesk that you can use, it always comes or needs additions, which means extra setup, cost, time, and training.

It offers a lot of features such as SLAs, automations and triggers so you can customize it to your needs. It's great for a medium to large support team handling numerous tickets. Set up correctly, it's rare for tickets to fall through the cracks.

The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more.

You can add apps as well that extend Zendesk's functionality such as read receipts and more.

The email feature is somewhat lacking. It isn't possible to send test emails to yourself to check how emails look, so you have to create test tickets that trigger certain emails you've added to automations or triggers. Though they support multiple brands, you can't use a different email template for each brand.

For testing automations, it would be helpful if you can select test tickets to quickly run through all of the automation conditions. Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a test ticket that match the conditions, which isn't ideal.

It’s a centralized communication and ticketing system. It allows us to keep track of customer comms and link them to specific items within our systems.

It had quite the learning curve. It’s a sometimes complicated tool and new agents often need hand-holding when onboarding.