Zendesk Suite
ZendeskExternal reviews
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Immense capabilities
What do you like best about the product?
Zendesk support not only allows us to communicate with our customers, it also has immense capabilities to allow for a fully customized experience. Whatever your needs, Zendesk likely has a solution for it.
What do you dislike about the product?
Onboarding is quite intense. If you aren't prepared for it, it can be incredibly be daunting, so it's probably best to get in touch with Zendesk, use their training materials, and make sure you do it right.
What problems is the product solving and how is that benefiting you?
Communicating with customers across multiple channels, reporting on those communications in a way that is easy and informative, and making product changes based on this reporting.
Good and fast support assistance
What do you like best about the product?
The Zendesk support team always replays by email relatively fast and provide assistance with the problem described
What do you dislike about the product?
Before getting a straight answer for your problem, the support team sends you links for online guides to review by yourself that usually do not actually help me with my specific problem. Only after I replay to them that the online guides are not helpful, I get an actual answer.
What problems is the product solving and how is that benefiting you?
I've had some specific problems with our Zendesk Support account, certain information I tried to look for etc., and the support team always tries their best to fully understand my questions in order to provide the best answer.
Fine platform
What do you like best about the product?
I find the open ticket feature very helpful-if a customer responds to one of my tickets, I am able to see it easily on the first page of my view. Makes keeping track of conversations super easy.
What do you dislike about the product?
Phone numbers do not populate under customers or a history of tickets with the same number. Email tickets as well are all kept separate. It makes tracking previous conversations a bit tricky.
What problems is the product solving and how is that benefiting you?
When we used ZenDesk, our team benefitted from its simplicity. All of the functions seemed intuitive and easy for agents to navigate.
Recommendations to others considering the product:
Take the time to get familiar with the Suite and with any other platforms your company uses. ZenDesk can be great and easy to use!
Rapid and competent support team
What do you like best about the product?
Connecting with the support team is simple and the staff is knowledgeable. Answers to important questions arrive quickly allowing you to continue with your workflow uninterrupted.
What do you dislike about the product?
While the email support is effective and helpful, it would be all the more so if live chat were an option. That way we could get instantaneous assistance.
What problems is the product solving and how is that benefiting you?
Zendesk |Support is assisting our team to better align our knowledge base and migrate from another solution quickly and efficiently. Thanks to the Support Team, we have successfully migrated our KB in a matter of days rather than weeks. Thanks!
Recommendations to others considering the product:
Go for it! Also utilize the community forums.
Very Flexible
What do you like best about the product?
Zendesk settings are quite flexible! This allows you to create setups that work for you and your team.
What do you dislike about the product?
It can be tough getting the hang of all the options for settings at first. The help center is great and so are the Zendesk support chat agents.
What problems is the product solving and how is that benefiting you?
We want to support our customers with both support tickets and chat. Zendesk helps us create this set up with a lot of flexibility
Generally is very powerful and useful platform, but need more detailed functions
What do you like best about the product?
The form is the most useful tool to help us categorize tickets and analysis and we can make decisions based on these results. Sorry we have not tried with other platforms so cannot provide more information
What do you dislike about the product?
Explore is completed to use, and I cannot check the related ticket based on the explore interface, the basic function for the query could be too simple and if need some calculation, may need coding knowledge, the plugin could be expensive
What problems is the product solving and how is that benefiting you?
visualize our call data and combine text, call, email together into only one platform, and the bot function is quite useful to help customers before connecting to an agent.
The best chat support
What do you like best about the product?
Zendesk is easy to set up and offers a best-in-class service for real-time chat support.
What do you dislike about the product?
The myriad of options and configurations can be overly complex at times.
What problems is the product solving and how is that benefiting you?
Connecting our end users with customer support. Features like integration with Salesforce increase productivity.
Very helpful in solving my issue in a timely manner
What do you like best about the product?
I liked that the wait time was less than I was told. They were also helpful in showing me what was wrong when I did not understand the issue.
What do you dislike about the product?
I wish the agent could have called me to alleviate some back and forth in the conversation.
What problems is the product solving and how is that benefiting you?
I was solving issues with communicating with customers on certain types of tickets.
Recommendations to others considering the product:
They are helpful but sometimes i just want to talk to an agent over the phone without jumping through hoops.
ZenDesk is great for small to medium companies
What do you like best about the product?
ZenDesk is very customizable.
I love being avble to build custom views.
Would be perfect in a sales enviroment.
I love being avble to build custom views.
Would be perfect in a sales enviroment.
What do you dislike about the product?
Reports could be better.
Filters for rerporting are limited.
inability to actually extract a full year of data into a single csv.
Filters for rerporting are limited.
inability to actually extract a full year of data into a single csv.
What problems is the product solving and how is that benefiting you?
We have limited our apps to only the Support module so far.
Chat and Guide look very promising.
Guide could help us stream line our knowlebge base and provide addition Self-Help oppertunities.
Chat and Guide look very promising.
Guide could help us stream line our knowlebge base and provide addition Self-Help oppertunities.
Quick, efficient, and friendly
What do you like best about the product?
I really enjoyed the knowledge and expertise, but also the friendly tone of the agent. The issue was solved quickly, with lots of options to try to resolve my problem.
What do you dislike about the product?
It's not exactly clear how to begin to get support. I had to use a guide to find the get-help function, once you know where it is this is obvious.
I'd prefer the option for a voice call to communicate orally.
I'd prefer the option for a voice call to communicate orally.
What problems is the product solving and how is that benefiting you?
I have solved a technical issue and realised how quick and effective this was. I received a 15 minute wait time notification from the bot, but it only took around 2.
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