Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Zendesk is good, but there is a lot of missing/incomplete features
What do you like best about the product?
Zendesk Support, handling tickets, designing workflows using triggers and automations. Simple interface for both the end-user and the agents.
What do you dislike about the product?
Many features are missing from child tickets alerts, the main ticket can be closed without notifying the child tickets, not able to edit closed tickets metadata, Federated search is not supported in search bar, ticket forms subject, nor chat. No shift scheduling solution. There is no problem solution framework that can be enforced. Guide is not fully following the KCS guidelines.
What problems is the product solving and how is that benefiting you?
Ticket submission and resolution. Knowledge-base is good.
Recommendations to others considering the product:
Zendesk is suitable to small and mid-sized support teams, simple to setup and use, yet powerful.
Zendesk tool review
What do you like best about the product?
I can see most of the options as very relevant to the work
Its user friendly
navigation is very easy
non tech person can also easily understand the Zendesk tool and he/she can perform their tasks
very handy tool
Its user friendly
navigation is very easy
non tech person can also easily understand the Zendesk tool and he/she can perform their tasks
very handy tool
What do you dislike about the product?
graphics view
need some more automation or AI integration to this
rest all is fine as per my understanding
need some more automation or AI integration to this
rest all is fine as per my understanding
What problems is the product solving and how is that benefiting you?
Users/ customer issues supports
Recommendations to others considering the product:
Its Good ticketing tool to support users/customers
It was fast and succinct
What do you like best about the product?
Ease of tracking prior mail communications
What do you dislike about the product?
Lack of ticket sub-groups to enable faster tracing
What problems is the product solving and how is that benefiting you?
Tracking and accessing external communications
Easy to use
What do you like best about the product?
It's easy to use and fix old information.
What do you dislike about the product?
many different intens that need to be upgraded
What problems is the product solving and how is that benefiting you?
Reduces customer service contacts
Zendesk is a well organized and complete tool for any support team
What do you like best about the product?
Suite is a really complete of tools that covers almost all needs
What do you dislike about the product?
You need to upgrade your license if you need only one more tool than previous package, no way to only acquire it for 1 user as an example
What problems is the product solving and how is that benefiting you?
Customer support communication is fluent an organized
Robust Software but not as customizable as they make it seem
What do you like best about the product?
Very robust offering and can easily scale with a growing company
What do you dislike about the product?
I was told that I could fully customize the tickets, which was partially true at best
What problems is the product solving and how is that benefiting you?
I needed a ticketing solution to keep my inbox clean from clients and back and forth emails with VA solving tickets
It is comprehensive and provides complete service solution.
What do you like best about the product?
It is easy to use, clean UI and all-rounder.
What do you dislike about the product?
I didn't find any problem during the usage.
What problems is the product solving and how is that benefiting you?
Excellent customer satisfaction and easy to use.
Recommendations to others considering the product:
Excellent product for all-round customer satisfaction.
Zendesk Support Suite is a must for your team!
What do you like best about the product?
It integrates very well with your organization's knowledge base articles or internal release notes. It also gets linked easily to other third-party ticketing tools like Jira.
What do you dislike about the product?
Personally, I have never had any bad experience with Zendesk.
What problems is the product solving and how is that benefiting you?
It provides complete omnichannel support solution which benefits our organization tremendously.
Need improvements
What do you like best about the product?
The range of support Zendesk provides is very good. Zendesk ticket tool is very good.
What do you dislike about the product?
Zendesk's support team is something that needs a lot of improvement. They generally are unable to understand the problem statement. Integration between ticketing and Zendesk chat could've been better. Explore needs better UI and a lot of improvements in terms of being user-friendly.
What problems is the product solving and how is that benefiting you?
It is ticketing tool, which helps in calling and chats and analysing data.
Awesome for any small to med business
What do you like best about the product?
Reporting gives great insight, it can take some getting used to however once you got it you're flying.
What do you dislike about the product?
The fact that if you are a B2B business. Many of your other teams are on other CRMs and integration can be clunky. 1 customer journey isn't nessicerily seamless
What problems is the product solving and how is that benefiting you?
Collecting CSAT from end-users has been extremely valuable and simple to set up
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