Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Dedicated Zendesk User
What do you like best about the product?
I have worked in call centers for 20+ years. Zendesk desk is easy to learn how to use and easy to adapt to my changing business needs. The reports are easy to create and customise. If you are sure how to do something, the resources that you have available are easy to use and find the answer to your situation.
What do you dislike about the product?
I wish that more agent statuses were available for use and the data could be reported in real-time.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed us to store agent/customer interactions in one place. It enables us to keep all the data in one place.
Zendesk is an important tool for our company
What do you like best about the product?
I like many things in this app. First of all, I would mark the possibility to leave an internal note. This way I can discuss some complicated situations of our users within my teams. Secondly, I also like the ability to tag tickets. Thus, for example, we can separate customer requests from ordinary questions. And of course, there are several statuses for tickets, which streamline the workflow.
What do you dislike about the product?
I have not identified any shortcomings of the system at the moment
What problems is the product solving and how is that benefiting you?
Thanks to the ability to create macros, we have reduced the time to write the same type of responses for each similar case.
Perfect ticketing solution
What do you like best about the product?
Very easy to use, fast and highly customizable.
What do you dislike about the product?
Too many features are add-ons and it's very difficult to get a hold of your account manager.
What problems is the product solving and how is that benefiting you?
Managing all our customer support contacts in one place.
Easy Solution
What do you like best about the product?
Reliability is very important. Easy to get it going
What do you dislike about the product?
The SMS solution is NOT good at all. It is hard to believe.
What problems is the product solving and how is that benefiting you?
Consumers inquiries. All concentrated in a simple place.
Recommendations to others considering the product:
Easy choice.
Great Support from Zendesk
What do you like best about the product?
Normally I wouldn't recommend a live chat sessions for support, because the other end of the chat is often a more junior support staff, or the queue is very long (that eventually drops you out). But Zendesk support was anything but that. The live chat was easy to access, without disrupting my work in the sasme browser tab, the queue was short and the agent Brian was responsive to me questions. As a side bonus the bell chime is quite unique, so I was able to multitask and head back to the chat browser tab as soon as Brian responded without missing a beat. The chat window isn't "in your face" as to disrupt your desktop experience either.
Although he was not able to resolve my issue on the spot, he took away the question to his technical team and within the hour was able to provide a clear and concise solution to my problem. 12/10 for Zendesk Support team!
Although he was not able to resolve my issue on the spot, he took away the question to his technical team and within the hour was able to provide a clear and concise solution to my problem. 12/10 for Zendesk Support team!
What do you dislike about the product?
Nothing during my experience, it was great!
What problems is the product solving and how is that benefiting you?
Technicaly issue related to Zendesk Email configuration.
Great Support - Worth the extra cost
What do you like best about the product?
The chat support is prompt and the rep are very knowledgeable.
What do you dislike about the product?
There is nothing negative to say about this service.
What problems is the product solving and how is that benefiting you?
The support is excellent. The representatives are quick and knowledgeable and have helped refine our Zendesk environment for our organization. We've reached out to chat representatives many times, and each interaction has been met with an expert that has helped solve our problems in fine-tuning our workflows, views, and chat support environment.
Recommendations to others considering the product:
Get this add-on service. This will help you tremendously and quickly if you do not have someone on staff who is an expert with implementing Zendesk. The service also enables you to gain more knowledge as well.
One of the best comprehensive and complete support suite solutions out there!
What do you like best about the product?
The easy REST API integration and feature set that Zendesk offers which enables me to easily deploy custom solutions I am building as well as easily integrate with other software solutions I am using!
What do you dislike about the product?
Reporting platform still needs some work.
What problems is the product solving and how is that benefiting you?
All kinds of technical issues as we use the Support suite to both support company employees and customers.
Recommendations to others considering the product:
The ease of use of the Zendesk Support Suite is much higher than that of competitors like SalesForce, which I also have experience with. It's worth giving a try.
Great Chat support
What do you like best about the product?
Fast response, and an answer that solved my problem on the first try. And even offered additional options to look into.
What do you dislike about the product?
A fairly steep learning curve up front, but pretty intuitive after you get the hang of it.
What problems is the product solving and how is that benefiting you?
Support tickets for our customers in a timely manner and ensure that all of their needs are being met and resources are easily available.
Rep was very knowledeable
What do you like best about the product?
Not a long wait time to chat with someone.
What do you dislike about the product?
It was not easy to find the "chat" option.
What problems is the product solving and how is that benefiting you?
We are trying to solve the time tickets are open.
Recommendations to others considering the product:
Easy to learn, they are knowledgeable
Very quick assistance and resolution
What do you like best about the product?
Instant support - the person talking to me solved my query quickly.
What do you dislike about the product?
I haven't got a negative comment so far.
What problems is the product solving and how is that benefiting you?
One agent view had changed and we were not able to see the tickets. THis was resolved quickly
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