Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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It is a very good platform.
What do you like best about the product?
Updates, solutions to problems, and their integrations
What do you dislike about the product?
Messaging, especially through WhatsApp, which does not allow integration with an API and requires us to contract CRM tools separately.
What problems is the product solving and how is that benefiting you?
The unification of the work board, the automation of some tasks, and the time and cost that benefits us.
Recommendations to others considering the product:
It is a platform that allows you to organize, manage, and excellently handle the customer base you have for your company, providing the possibility to find better quality solutions for those who trust us.
Product Review
What do you like best about the product?
Full ability to customize for your business needs
What do you dislike about the product?
Note easy contacting Support for assistance. Dump the AI and return to a more social holistic chat approach. Legacy AI
What problems is the product solving and how is that benefiting you?
They have a fantastic Guide Community, and how the Live Chat and tickets are integrated into one workspace, as well as social apps(FB, IntstaGram, Tiktok)
Recommendations to others considering the product:
None at this time
Many operativities presented for self help with the assistance of KBAs
What do you like best about the product?
The friendliness and speed. 48 hours max
What do you dislike about the product?
inability to get a rep on the line in realtime
What problems is the product solving and how is that benefiting you?
Tracking of customer support requests and agent productivity
Recommendations to others considering the product:
Make sure to have your data clean prior and your SLAs established
User friendly portal
What do you like best about the product?
Gives us the convenience to follow the progress on each case. This is definitely something I as a user would recommend.
What do you dislike about the product?
There is nothing I don't like at the moment.
What problems is the product solving and how is that benefiting you?
This is helping me track the progress of tickets that are raised by our customers. As this is visible to both us and the customer simultaneously, it is very transparent in managing.
Simple to use, powerful integrations
What do you like best about the product?
Great workflow for managing tickets. It's easy to categorise and respond.
What do you dislike about the product?
The lack of automatic refreshing of some views is unhelpful.
What problems is the product solving and how is that benefiting you?
Being able to track outstanding tasks and tickets in a simple view, allowing users to respond and updated with what they need help with.
Would help to understand the support software requirements and tarined in it.
What do you like best about the product?
Unique learning and understanding factor
What do you dislike about the product?
There is nothing as such which i don't like
What problems is the product solving and how is that benefiting you?
It rolls out the solutions, team members. Organised them into group, assign admin user roles, creates any custome user profiles that users need.
Quick turn around and helpful staff
What do you like best about the product?
The way that the bot is not obstructive.
What do you dislike about the product?
the wait to get through to agents which can sometimes take up to about 30 minutes. However the email function once someone gets your ticket is good
What problems is the product solving and how is that benefiting you?
whenever i need help i am able to click the button for online agents
An easy ticketing system, and their Support team has always been helpful whenever I need help
What do you like best about the product?
Moving to Zendesk Messaging allowed us to leverage more on the automated functions on Zendesk and reduce our agents' workloads while still ensuring that customers are served
What do you dislike about the product?
Reporting is sometimes very difficult, with a lot of specificity and customization that needs to be manually done whenever we need to pull a custom report for our own purpose
What problems is the product solving and how is that benefiting you?
Zendesk Messaging's Answer bot and Flow Builder has helped us to automate help to customers amidst our manpower challenges
Good so far, but lacking some wanted features.
What do you like best about the product?
The simplicity of it Very easy to config
What do you dislike about the product?
Lack of features 2 Especially with Talk.
What problems is the product solving and how is that benefiting you?
Replacing our old ticketing and phone system!
Recommendations to others considering the product:
Assess what your companies' needs are first and foremost.
Zendesk Support Suite is the Best CRM tool I have experienced!
What do you like best about the product?
Things I like about the Zendesk Support tool are:
1. It has better integration with other apps such as Google, Discord, Shopify. Slack, Lark, etc., and many more.
2. You can connect to colleagues within the app, doesn't require any need for other communication services within the team.
3. You can create Knowledge articles yourself and see others' knowledge articles to better understand how they have resolved the queries with the same type of problem.
4. It has a dialer option within the dashboard, which doesn't require calling the customer using a hard call.
5. Has great UI design, email templates are great and there are a lot of options.
1. It has better integration with other apps such as Google, Discord, Shopify. Slack, Lark, etc., and many more.
2. You can connect to colleagues within the app, doesn't require any need for other communication services within the team.
3. You can create Knowledge articles yourself and see others' knowledge articles to better understand how they have resolved the queries with the same type of problem.
4. It has a dialer option within the dashboard, which doesn't require calling the customer using a hard call.
5. Has great UI design, email templates are great and there are a lot of options.
What do you dislike about the product?
Things I like to improve on the Zendesk Support tool are:
1. I wish for the Dark UI option so that it would be less strain on the eyes.
2. Knowledge articles sometimes take a while for loading a whole page.
3. If Zendesk can provide to have a custom template shortcut within the dashboard to the agent level would be great because it will reduce the time and SLA.
1. I wish for the Dark UI option so that it would be less strain on the eyes.
2. Knowledge articles sometimes take a while for loading a whole page.
3. If Zendesk can provide to have a custom template shortcut within the dashboard to the agent level would be great because it will reduce the time and SLA.
What problems is the product solving and how is that benefiting you?
My firm uses the Zendesk Support Suite, for our email and chat support including calls. We receive customer queries by chat and email. Using the suite helps us each job request by a customer in one place so that we can audit previous cases. It is very easy to find a case from the past as we can see our support history and customer support history to better help them with their queries and doubts. It is easier to connect with other colleagues working on another team to see if the case is solved from their end and if not get a follow up is quite easy.
Recommendations to others considering the product:
If your organisation receives a lot of requests from your customers about the customer support and updates regarding products, and conversation are quite long then you should use Zendesk Support tools as it helps you organize all the tools required to help customers and keep their retention.
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