Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Great tool with multiple integration points and collaboration
What do you like best about the product?
My favorite feature of Zendesk is the ability merge and direct tickets with other companies using Zendesk. As an example, we are working with a third party vender who is helping us with development on systems integrations. They use Zendesk as well and we were able to incorporate both parties together. When something needs to be assigned nd reviewed by a different team, all you have to do is select the team member and the ticket goes to the corresponding Zendesk.
What do you dislike about the product?
Running reports can sometimes be complicated and confusing. It would be nice if dashboards could be more descriptive.
What problems is the product solving and how is that benefiting you?
Help Desk support ticket management, Change management tracking and service level agreement metric keeping.
A very good support suite even for SMEs
What do you like best about the product?
The ticketing system is way too good. You get to use a lag free ticketing support system, where you get updates on every ticket raised by a customer. Be it a chat or an email.
In fact the free version, though having limitations works pretty well.
In fact the free version, though having limitations works pretty well.
What do you dislike about the product?
For free users the login ids could be more. Also, there can be better formatting. Let's say an user provides his details before accessing the support, the user sometimes can provide , fake random numbers, that can be reduced.
What problems is the product solving and how is that benefiting you?
Multiple chat sessions can be added with ease.
Automated messages can be saved and shared with customers online.
Solving/ solved the problem of Through customer support solutions within the given SLA.
Automated messages can be saved and shared with customers online.
Solving/ solved the problem of Through customer support solutions within the given SLA.
Recommendations to others considering the product:
Would tell them to go for the paid version.
The best Support Suite for excellent business conversations
What do you like best about the product?
The like the cloud based help desk service it is excellent and makes work life easier. They are also very good and pioneers of solving technical tickets and providing on time solutions. The integrated chat system is fantastic which makes easy to communicate with customers. One can make call recordings, customize the communication system to make emails as per business campaigns. We have also used it for inbound marketing
What do you dislike about the product?
I dislike the routing functions, sometimes it is very slow and completely automatable.
What problems is the product solving and how is that benefiting you?
I am not facing any such issue which Zendesk team is resolving, the only issue i have with them is with their routing functions as it is slow and is not automatable. The benefits I have realized I that my company is now able to use it do inbound marketing, use the phone input. We are also able to track the complete details from start to end of each customer messages. We were also able to prioritize incoming important emails efficiently. We have a 7 member team and all of us can monitor our work efficiently
Very good platform to support
What do you like best about the product?
The best thing about this platform is how easy it is to use and customize based on business needs. It also gives the possibility of having several channels through which an external or internal client can request support.
What do you dislike about the product?
You don't have the option of building a good knowledge base with the problems and solutions in place. This is an important improvement opportunity that you can incorporate.
What problems is the product solving and how is that benefiting you?
With Zendesk we were able to solve the inconvenience of opening tickets by our clients. We can now follow up on them and also prioritize them based on the criticality of the problem. We improve response times and our relationship with our clients.
Live chat with customers.
What do you like best about the product?
Zendesk Support to support ticket, I can be confident knowing the order of requests that exist. It has many plans that adapt to each customer's need. It works very well, it integrates with common operating systems.
What do you dislike about the product?
Zendesk Support Suite must improve its servers, I have had unexpected crashes in the middle of conversations and case resolutions.
What problems is the product solving and how is that benefiting you?
It has been implemented as an external support tool in the organization. Through the ticket system we can know who sent the help support, at what time and the content of the request, all very specific and detailed. I have been able to help many of my most important clients live via chat.
Recommendations to others considering the product:
This software has been special because I have been able to understand how important it is to give good online support. Not all organizations give good customer service but we can do it thanks to this fabulous tool. It is ideal for any type of company, whether it is small, medium or large.
Zendesk major cloud-based help desk software
What do you like best about the product?
Very easy to use tool. Comfortable viewing of incident management
What do you dislike about the product?
The software is quite friendly, nothing negative to say, it adapts to my requirements
What problems is the product solving and how is that benefiting you?
It has helped me to have control of my tickets and to solve everything in a more organized way
Zendesk Customer Support is Great
What do you like best about the product?
Zendesk saves a lot of time responding to customer issues across many platforms, including social media.
What do you dislike about the product?
The platform does not easily share data with other analytics tools.
What problems is the product solving and how is that benefiting you?
Responding to customer issues quickly on many different platforms.
Easy to use
What do you like best about the product?
Pretty simple and easy to organise. Clear categories
What do you dislike about the product?
Sometimes it drops calls or ‘glitches’. I’m sure every program does that though
What problems is the product solving and how is that benefiting you?
It really helps with organisation of calls, emails and social media
A very good solution to bring a good help experience!
What do you like best about the product?
I think it’s chat online widget and help support website pre-created.
What do you dislike about the product?
Honestly, I find that all is helpful and good for help out customers.
What problems is the product solving and how is that benefiting you?
I was able to manage my customer support in an organized way. And I was able to create a customer support site easily! Adding help items is so simple and ergonomic
Recommendations to others considering the product:
Make sure that Zendesk fits all your needs, don’t hesitate to look at all the features offered.
Zendesk is a great way to stay on top of support issues and support customers.
What do you like best about the product?
Zendesk allows users to easily prioritize and organize support tickets.
What do you dislike about the product?
The Zendesk chat feature could be improved.
What problems is the product solving and how is that benefiting you?
We have been able to track and improve our support response time. We also have been able to build out processes for responding to support tickets because of Zendesk Support Suite.
Recommendations to others considering the product:
I highly recommend Zendesk Support Suite, especially for small companies or companies with small support teams. It allows everyone to stay on top of support tickets and to track metrics. It is easy to assign and escalate support tickets.
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