Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Solid product with great support
What do you like best about the product?
There is a good deal of ways to achieve your goals without making things over complicated.
What do you dislike about the product?
With most applications, there are limitations that sometimes require creative solutions.
What problems is the product solving and how is that benefiting you?
We utilize the Support suite for a wide variety of client support needs. It's quick and easy to configure for new clients and keeps things simple for our employees providing the support.
Support Manager
What do you like best about the product?
The best ticketing system we ever have. One thing I like about the automation, triggers, and macros which make our agents' life easy.
What do you dislike about the product?
Unable to merge organizations, many duplicate organizations are created in error, and there is no way we can merge them.
What problems is the product solving and how is that benefiting you?
There are a lot of benefits to using Zendesk. If you have a global issue then you can create a problem ticket and link other incidences to the problem ticket. Once the issue is resolved you just need to solve the problem ticket and other linked incidences will close automatically.
Recommendations to others considering the product:
I love Zendek and encourage others to go for it.
Support made easy
What do you like best about the product?
unified workspace providing easy use for agents
What do you dislike about the product?
complicated set up with many options to manage
What problems is the product solving and how is that benefiting you?
removing dependence on shared inbox and adding accountability for customer service
My experience with Zendesk has been a pleasant one, but there are some things that could be improved
What do you like best about the product?
Zendesk's flexibility and range of different solutions and the fact that we can trust it wouldn't crash/block if we 'overuse' it.
What do you dislike about the product?
Getting in touch with the support team..
What problems is the product solving and how is that benefiting you?
We are keeping everything in one place and we don't have to worry about multiple tabs being open at the same time.
Great tool for customer facing, not fully ITIL
What do you like best about the product?
The ease of use, the easy interface, the easy on boarding of users, and the vast amount of reporting features to name a few.
What do you dislike about the product?
Not fully ITIL, does not have essential ITIL tools.
What problems is the product solving and how is that benefiting you?
Great customer facing tool.
Excellent all-rounded for customer support
What do you like best about the product?
The number of features available for collaboration and customer service. Improved efficiency, productivty and quality with tools such as macros, triggers and automations. Automatic collection of CSAT. Answerbot and live chat.
What do you dislike about the product?
Sometimes support can be a bit slower to access, and there seems to be regular bugs/downtime on certain parts of the product. Some of the product can be a bit 'rigid' rather than customisable.
What problems is the product solving and how is that benefiting you?
Email and live chat customer support, help centre articles and analytics.
Even better than expected!
What do you like best about the product?
The guided onboarding and ongoing, quick support after the official training appointments via Slack.
What do you dislike about the product?
Some functions are not yet fully developed and therefore take more time to build dialogs, e.g. you can't put different buttons on one level.
Furthermore, some error messages are only visible in the live chat and not directly in the tool, which is why you don't notice them directly.
Furthermore, some error messages are only visible in the live chat and not directly in the tool, which is why you don't notice them directly.
What problems is the product solving and how is that benefiting you?
The chatbot performed very well for us right from the start. After a short time, it was already able to cover more than 50% of the requests.
Zendesk is vast tool, and you need to learn lot on the way to set it up according to requirements.
What do you like best about the product?
It works 99% of the time perfectly with no outages, downtime
Less buggy
Less buggy
What do you dislike about the product?
The long waiting queue for chats
Agents not really fully aware of their own FAQ's and product, and how it works
They take longer for technical issues to be resolved.
Chat doesn't support Macros from Zendesk support, need to add manually
Reporting isn't that easy
Email delivery issues sometimes, but its painful
Agents not really fully aware of their own FAQ's and product, and how it works
They take longer for technical issues to be resolved.
Chat doesn't support Macros from Zendesk support, need to add manually
Reporting isn't that easy
Email delivery issues sometimes, but its painful
What problems is the product solving and how is that benefiting you?
Most useful feature/product line:
1) Child ticket and side conversations - Different departments are able to collaborate easily without actually paying for license count
2) Integration with Slack, Integration with Trustpilot - helps us to be on top of every feedback from the user, can easily update comments in Zendesk via slack
3) Different apps are available in the marketplace for support, talk & chat
4) Zendesk messaging - Integration to most of social media platforms are available
1) Child ticket and side conversations - Different departments are able to collaborate easily without actually paying for license count
2) Integration with Slack, Integration with Trustpilot - helps us to be on top of every feedback from the user, can easily update comments in Zendesk via slack
3) Different apps are available in the marketplace for support, talk & chat
4) Zendesk messaging - Integration to most of social media platforms are available
Recommendations to others considering the product:
NA
Great CRM
What do you like best about the product?
Well organized and comfortable.
The graphics are superb.
The graphics are superb.
What do you dislike about the product?
High price and many actions and changes are too restricted.
What problems is the product solving and how is that benefiting you?
Customer service, delayed shipping, cancellations, etc...
Many feature but simple to use Help Desk solution
What do you like best about the product?
Zendesk is very customizable to exactly what you need as a solution for your customer support department. The dashboard is very easy to navigate. It is reasonably priced. The AI-based chatbot for responding to questions for customer support is fast, smart and efficient. The internal and external support articles are easy to build and findable.
What do you dislike about the product?
It takes resources and time to be able to get Zendesk set up. Training is expensive and additional features can be pricey.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to scale our customer support department effectively, at a reasonable cost for our basic setup. Zendesk has a very good chat feature and a unified communication system. Zendesk provides a central hub for all our customer support roles and responsibilities.
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