Zendesk Suite
ZendeskExternal reviews
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Zendesk gives you everything you need, and more, to deliver a great customer support experience
What do you like best about the product?
Having everything available in a single, integrated package.
What do you dislike about the product?
There are times when you would like to pick and choose what you want to add for your account/certain agents. But the way it's structured it's all or nothing.
What problems is the product solving and how is that benefiting you?
We use Zendesk to communicate with customers and internal over a long and complicated customer journey. Being able to do that easily and consistently is really helpful.
Very User Intuitive
What do you like best about the product?
Very easy to use. I picked up using this application quickly. I have used this as an admin and as an end user in my role.
What do you dislike about the product?
It would be ideal if the SFDC integration was a bit more robust. My prior company used SFDC for support cases, and it was nice to have all of the account information and cases in one place. Having to toggle back and forth between the two is not ideal.
What problems is the product solving and how is that benefiting you?
Viewing customer support cases and working with our support engineering team.
Make supporting your customers easy!
What do you like best about the product?
Zendesk provides all the tools you need and it's easy to understand how to integrate them.
What do you dislike about the product?
For now, you can only start a live chat when you set your profile to English (US) if you need assistance to set up your account.
What problems is the product solving and how is that benefiting you?
Tickets / questions of customers all in 1 place.
We have been using for a few years now. Usually it is easy to get help from Zendesk Support
What do you like best about the product?
User interface is easy to use, and there is good instructions on the web
What do you dislike about the product?
Sometimes when asking for help from Support, I get copy pasted replies and it seems the support agent has not read my question well
What problems is the product solving and how is that benefiting you?
Ticket handling with many agents. Handling this many tickets with Outlook would not be simple possible.
Strong customer support team with enthusiastic, empathetic and solution driven CS team members
What do you like best about the product?
Easy to get in touch and get recommendations/troubleshoot with zendesk experts
What do you dislike about the product?
One of my issues I thought was simple but is really complex and taking a long time to resolve
What problems is the product solving and how is that benefiting you?
I have received support for reporting analytics as well as technical issues
Standard Ticketing system
What do you like best about the product?
Been using it for 2 years and it's has all you need
What do you dislike about the product?
The website could be updated a bit or have the ability to have dark mode instead of using a Google extension
What problems is the product solving and how is that benefiting you?
IT based inquiries
Zendesk support review
What do you like best about the product?
It has a live chat support which is really helpful. Also we can make alot of config changes
What do you dislike about the product?
May be sometimes the chat widget integration is lil bit cubersome
What problems is the product solving and how is that benefiting you?
Just customer support through live chat. It is super fast and very user friendly.
Reliable
What do you like best about the product?
Easy to use, configurable, get assistance when needed
What do you dislike about the product?
Nothing I particularly dislike about Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
Replying to customers with agreed SLAs. The team can easily collaborate to respond to a customer and onboarding of new members is also possible
Recommendations to others considering the product:
It's an excellent tool for customer support service and for integrating with other tools.
It is pretty easy to use and to collaborate within a team and with different teams in the same organization and also with another organization.
You can set up triggers and automations, integrate your SLAs set up for different customer service levels
It is pretty easy to use and to collaborate within a team and with different teams in the same organization and also with another organization.
You can set up triggers and automations, integrate your SLAs set up for different customer service levels
CRM Efficiency
What do you like best about the product?
What I liked the most is the possibility that you can have the contacts synchronized in Zendesk and the ease of placing macros and give a quick response. It is advantageous when classifying the type of e-mail, such as open, pending, and resolved, can provide a prompt reply and return to edit. It is essential to highlight the connection that it allows between applications and integrations of our own company.
What do you dislike about the product?
I don't like the fact that the e-mail tickets are difficult to find, you have to enter the user which makes it a bit difficult to go to some specific cases, you have to open too many sections instead of it appearing at once in the search bar, I think it is a glitch that has the Zendesk application. It is also uncomfortable the fact of having to search among the "pending" is not easy to search, because you have to place too many filters instead of in the same folder of pending there is a search bar.
What problems is the product solving and how is that benefiting you?
The problem that we solve is the visualization of the e-mails, where we can compose the e-mails to the customers so that we connect them with a CRM of our own integration.
Recommendations to others considering the product:
It is essential to know that Zendesk will help us to simplify many tasks related to Chats and E-mails in everything related to CEX, it is important to use the macros that zendesk allows us to use, since it is a spectacular tool.
A crucial part of our customer success efforts
What do you like best about the product?
We started using Zendesk Support in our early days as a startup, when the support questions coming in started to become a bit harder to manage. Today, I can't imagine how we'll survive without it. We appreciate how we can centralize all queries on Zendesk - from Facebook, Instagram, Email, Contact forms, etc. Integrating Zendesk Support into our tool stack has helped us deliver adequate customer support and customer success initiatives.
What do you dislike about the product?
There is quite a learning curve. In my everyday work, I do get by with average technical skills + a lot of detailed resources on Zendesk's Help Center. Still, there are times when I've had to ask for support from engineers or other more tech-savvy people in the company to implement certain things.
What problems is the product solving and how is that benefiting you?
Zendesk Support helps us solve our customers' problems along the way and makes sure we can deliver a great experience. Zendesk Support enables us to be easily reachable as a company.
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