Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Functional and easy to use
What do you like best about the product?
It's great that apps are integrated into the ticket view, so I can easily access the customer's account information. The views are well structured and easy to navigate.
What do you dislike about the product?
Sometimes you don't see that someone else is also working on the ticket until they submit the update/ response to the customer.
What problems is the product solving and how is that benefiting you?
It's a great way to communicate with our customers. I can see almost everything I need to solve the issue, eg.: the customer's profile, the email thread, their previous tickets with us, etc.
Our chat and phone apps are also built-in, so we can support them on all channels.
Our chat and phone apps are also built-in, so we can support them on all channels.
A well thought out and helpful piece of software
What do you like best about the product?
The layout is very user friendly and easy to learn. I've also found that the learning paths provided by Zendesk are more than useful in learning the software.
What do you dislike about the product?
Some of the terminology is confusing, and it can be a little backwards to get things set up exactly the way you want it.
What problems is the product solving and how is that benefiting you?
Ticket tracking and customer information.
Great Support Suite
What do you like best about the product?
Zendesk is easy for my agents to use and running reports is simple.
What do you dislike about the product?
I don't like that I have to make agents 'administrators' in order for them to create new organizations in the system. Would like to see real-time data in reporting.
What problems is the product solving and how is that benefiting you?
All of our customers come in through Zendesk and create tickets for each interaction. This helps us as agents to help our customers more efficiently.
Zendesk Review
What do you like best about the product?
The chat function is great. The flow builder is easy to use
What do you dislike about the product?
When you open a new product, it opens up in a brand new tab. I cannot do everything from one window
What problems is the product solving and how is that benefiting you?
The messaging reporting and live data. I cannot see effectively how many 'chats' I have received through the reporting. Also, the reporting functionality feels quite limited, and the formulas are tricky.
Good solution for support platforms
What do you like best about the product?
It has the features needed, it is not overly complicated for those, and it even allows customizations.
What do you dislike about the product?
Some features have a different support level or even the same structure as other similar features, so you must read the fine print for each of them. The admin panel can be hard to use as the options don't seem to be organized appropriately.
What problems is the product solving and how is that benefiting you?
Customer support, KB storage. We have realized such.
Recommendations to others considering the product:
It should be able to solve all your problems if essential use. It only gets slightly more difficult if you try to do automation with systems outside zendesk.
Excellent host for in depth Customer Service needs
What do you like best about the product?
Automation and workflows, tickets separation and groups get the best out of your team's time
What do you dislike about the product?
Some features are not available in all plans, even if those ones are pretty useful for every company, no matter the size or requests volume
What problems is the product solving and how is that benefiting you?
Zendesk had helped us to reduce the reply time from minutes to seconds (in some cases). Also, having a knowledge base is a good heads up for the new employees.
Great tool to keep a team with many people in different departments organized & on the same page.
What do you like best about the product?
The visibility of everything for agents. It makes everything simpler when any agent can initiate a search to see if an email was sent to us.
What do you dislike about the product?
Sometimes our customers see internal communication. This happens because the requestor initiates the ticket, and it's difficult to keep them out of the loop at all times.
What problems is the product solving and how is that benefiting you?
We used it to assist in the equal and fair distribution of work across multiple departments. It makes it easier to manage our people when the work is being handed out automatically as it comes in.
Review of chat support help
What do you like best about the product?
The online chat function is super helpful and the speed of responses is always great!
What do you dislike about the product?
would be useful to be able to screen share via the chat function
What problems is the product solving and how is that benefiting you?
issues with linking tickets.
speedy responses from the help team
speedy responses from the help team
Zendesk overall review
What do you like best about the product?
I do appreciate how you can use the Zendesk API for bulk updating users and other things. The User Interface for admins and others that deal with tickets is pretty good and easy to navigate through the system.
What do you dislike about the product?
Learning where everything is located can be a learning curve, so I wish there were a way to have a custom quick link home menu where you could quickly jump into your favorite tab/section. Some features are missing that would make my life and others on my team so much easier, but Zendesk doesn't seem to have it.
What problems is the product solving and how is that benefiting you?
Handling customer support tickets is much easier with the tagging system in place. The tickets can be organized and grouped by the type of ticket it is. This helps keep things focused for multiple teams to see who should handle what. It's been beneficial.
I works, it has its flwas, but in general it works
What do you like best about the product?
Centrallized CRM, tagging, SLA and Zendesk Explore
What do you dislike about the product?
Email address selection can be troublesome when there are many addresses, filtering out in different folders isn´t powerful enough so they end up mixed.
What problems is the product solving and how is that benefiting you?
Stats are awesome, we can keep track of general issues, but also of individual problems
Recommendations to others considering the product:
For basic use its very useful, if you need advanced stuff, you will need to get IT to look at it
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