Zendesk Suite
ZendeskExternal reviews
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Zendesk - Simple Way to Get it Done
What do you like best about the product?
The user interface is simple and clean. The suite is somewhat ubiquitous so our users have seen it before and are familiar.
What do you dislike about the product?
Single sign on to our web app is not possible. So users have to create a support login that is different from our platform login. Confusing situation.
What problems is the product solving and how is that benefiting you?
We use the Guide as our knowledgebase, we use the ticketing for our support including chat and phone calls. Having all support resources in one place is beneficial.
Strong tool with some frustrating limitations
What do you like best about the product?
Simple UI- IT'S EASY TO USE AND RELATIVELY intuitive.
What do you dislike about the product?
Tickets get lost, go missing, because of their inflexible suspended ticket function
What problems is the product solving and how is that benefiting you?
SLA tracking is improved. Less time administrating workflow and more time actually working for the agents. We are objectively more productive
Best tool for support teams!
What do you like best about the product?
My favorite thing about Zendesk is how easy it is to get new agents started and learn the basics.
What do you dislike about the product?
The reporting functionality isn't as user-friendly as I would like. It would be great if we could use other tools in our tech stack to build out custom reports.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to create efficient workflows for our teams, manage our help center, and provide more timely responses to our customers.
The best ticketing solution on the market
What do you like best about the product?
The suite is complete: the ticketing part with Zendesk Support allows for organizing the workflow very simply to coordinate all the members of the customer service team. The reporting part with Zendesk Explore is very powerful for always keeping an eye on and improving our activity.
What do you dislike about the product?
The Zendesk help center for finding information is very rich, but it is sometimes very complicated to find the right article, which can sometimes make searches tedious when you need help.
What problems is the product solving and how is that benefiting you?
Any type of problem encountered by a client who submits a file online regarding our activity: from business issues to technical problems. We now have the possibility to better learn from our clients.
Recommendations to others considering the product:
Zendesk is a very good solution to help improve the quality of support!
Very helpful. The agent made sure all of my needs were met .
What do you like best about the product?
Maybe some visuals for better assistance
What do you dislike about the product?
I dislike the documentation aspect. Please provide videos
What problems is the product solving and how is that benefiting you?
I need help with the queries and reports on tickets
Overall a good platform with some challenges
What do you like best about the product?
For customers and end users the experience is awesome. They get a professional experience
What do you dislike about the product?
For admins of Zendesk, it can be clunky at times to do large volume of work setting up Zendesk
What problems is the product solving and how is that benefiting you?
Client self onboarding with our product which means more time for support staff to do other tasks
zendesk operations perspective review
What do you like best about the product?
Zendesk has been an industry-standard solution to customer support teams I have been involved in for over 15+ years. I currently use it in three of our departments and we have the ability to configure almost anything to our needs. Including routing, triggers, bots, and knowledge base. Which are critical utilities we implement in our service department.
What do you dislike about the product?
We have needed faster support and a rep who is more willing to help when we have issues. It seems like the rep is simply trying to answer our questions but not go above and beyond and FULLY answering our inquiry on next steps to take. Additionally, some easier connectivity to social channels, like tiktok and youtube would be nice.
What problems is the product solving and how is that benefiting you?
We needed one hub for customer service and technical support. We are able to have better internal communication and organization using Zendesk. Additional being able to share knowledge that is stored within Zendesk and utilize it as a library to answer customer inquiries is a benefit rather than our old methods of using Google drive documents.
Very good, but can be even better
What do you like best about the product?
very fast service, very direct and really solves the problems, without having to read a lot of tutorials (or repeat them extensively), really very good, indescribably better than the other supports, by the previous points
What do you dislike about the product?
my only problems were that it was not available in my primary language (Brazilian Portuguese) and that it could be more personalized and warming, because of the first problem, possibly, I felt a difficulty in understanding in the chat we had
What problems is the product solving and how is that benefiting you?
doubts about zendesk's satisfaction request, it was passed on to me that I would need to sign a higher level package (professional), I also took the opportunity to ask some questions about the available function called explore
Really, really good!
What do you like best about the product?
Zendesk is definitely a leader if it comes to ticketing systems for support teams.
Setup may be challenging, but once it's done, it's highly beneficial.
You can configure pretty much everything.
Setup may be challenging, but once it's done, it's highly beneficial.
You can configure pretty much everything.
What do you dislike about the product?
Sometimes, Zendesk misses some native functions and requires you to find a workaround like Triggers, or Automation to achieve the expected result.
This may be time-consuming, however, I always got what I wanted.
This may be time-consuming, however, I always got what I wanted.
What problems is the product solving and how is that benefiting you?
Using Zendesk to organise Support teams.
Benefits are extended analytics, Macros, and add-ons and plugins from marketplace, who allow you to extend the functionalities.
Benefits are extended analytics, Macros, and add-ons and plugins from marketplace, who allow you to extend the functionalities.
A Great Client Support Tool
What do you like best about the product?
I really like how organized and clear all the tools are on the main support tool. Our client tickets are now very organized and easy to manage, giving us more time to give meaningful answers to our clients.
What do you dislike about the product?
There are some features that I wish existed but don't exist. One of them being a search and filter option for sorting through all client email addresses. It took me a few hours to go through all of them for a project on our team. In addition, I wish there was customizable html for the survey we give to clients, a way to automatically delete or organize some suspended tickets with triggers/macros, etc.
What problems is the product solving and how is that benefiting you?
The problems we are solving are mainly having clear and usable statistics about our client's questions. We also can organize the tickets based on their progress in our support team, so we don't lose any tickets we normally would in a normal email inbox. I also like taking advantage of the added features to help improve the team's workflows.
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