Zendesk Suite
ZendeskExternal reviews
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Simple platform to create knowledge articles and receive support tickets
What do you like best about the product?
It was effortless for us to set up a beautiful, professional-looking knowledge base using Zendesk. We created our instance seven days before our first event and were very quickly able to write, organize, and publish our self-service knowledge base. The website also looks professionally designed with the upload of just a few assets.
I also love how easy it was to set up the support system. We put ~1 hour into this setup, including connecting an email address and adding categories to the request submission form, and it fulfilled every need we had come event time.
The support staff at Zendesk also lives up to their company's purpose. On the same day I signed up for a free trial, an account manager/support person set up a meeting with me to discuss the problems we were experiencing with the product and connected us with the resources we needed to solve these issues right away.
I also love how easy it was to set up the support system. We put ~1 hour into this setup, including connecting an email address and adding categories to the request submission form, and it fulfilled every need we had come event time.
The support staff at Zendesk also lives up to their company's purpose. On the same day I signed up for a free trial, an account manager/support person set up a meeting with me to discuss the problems we were experiencing with the product and connected us with the resources we needed to solve these issues right away.
What do you dislike about the product?
It is challenging to create dashboards to see certain types of tickets together and get the metrics we need to see how we are doing. Besides this, I love the platform.
What problems is the product solving and how is that benefiting you?
The most significant benefit we have realized from using the Zendesk Support Suite is knowing what problems our customers are experiencing in real-time. Without Zendesk, we couldn't have set up a support system in the time we needed to, meaning we would have lost customers by not hearing what problems they were experiencing, and we would never know what bugs to fix moving into the future.
Recommendations to others considering the product:
If you need to build a public-facing knowledge base/self-service portal, choose Zendesk. If you are a small business looking to support your clients with a knowledge base, choose Zendesk. If you need to set up a knowledge base in record time, choose Zendesk. If you do not have any IT experience or don't know where to start to develop a support infrastructure for your company/product, choose Zendesk. It is the most straightforward platform you could use for all of these purposes.
A smooth and simple live chat agent experience
What do you like best about the product?
The amount of self-serve information available and the speed with which I can connect to a live chat agent. (Yes, an actual human being.) This is a good thing.
What do you dislike about the product?
The challenge to find what I need in a forest of options. Luckily there's the ability to connect with a live agent.
What problems is the product solving and how is that benefiting you?
All technical support matters for internals and customers, from triage to resolution. We have the ability to direct customers to a single point for support and distribute the work amongst any team member. This alleviates the risk of customers reaching out to individuals. We also gain a historical record of past interactions and solutions.
Great customer support experience
What do you like best about the product?
The support agent was efficient, kind and helpfull.
What do you dislike about the product?
Nothing. I went to the chat and few seconds after, someone replied to me.
What problems is the product solving and how is that benefiting you?
Having a all-in-one tool allow us to earn time and being more efficient.
Amazing support
What do you like best about the product?
Chatting in with support has always been a great experience.
What do you dislike about the product?
Nothing. I believe that the support I receive is prompt and accurate.
What problems is the product solving and how is that benefiting you?
Expanding and automating my company.
Recommendations to others considering the product:
Zendesk is amazing and so is their support
Excellent Support Tool
What do you like best about the product?
LOVE the robust features that Zendesk has to offer! Very easy to use and, once setup with triggers and automations, makes managing customer requests or any outside communication effortless.
What do you dislike about the product?
Price is a bit on the hight side compared to other paid solutions or open source ones.
What problems is the product solving and how is that benefiting you?
Customer communications not getting lost in day to day business.
Really easy to customize to meet our business needs!
What do you like best about the product?
The various customization options when creating ticket forms, fields, along with reporting options in Explore.
What do you dislike about the product?
I feel as though some of the basic Explore recipes within the guide online should already be included.
What problems is the product solving and how is that benefiting you?
We are able to better track interactions with our customers. Along with being able to store phone calls for view, we are able to have better documentation regarding customers sending us their equipment to diagnose and/or repair. We are able to better see how employees are spending their time during the workday.
Really good product and support
What do you like best about the product?
How customised Zendesk is and how it performs its triggers triggers automation.
What do you dislike about the product?
Nothing really to dislike about the product.
What problems is the product solving and how is that benefiting you?
Better analysis of issues with Explore and ease of use of Support, Talk and Chat with multi-branding. We use Support mainly for B2C but also internal use
Recommendations to others considering the product:
Zendesk is one of the easiest and complete help desk solutions. Also plenty of training material to help, and excellent trips out to Roadshows etc.
Always friendly and knowledgable
What do you like best about the product?
I love that I can chat in to get my questions answered. There is never a lengthy wait and every rep I've ever interacted with has been very knowledgeable and fast!
What do you dislike about the product?
I actually don't dislike anything. I love being able to chat and that control of my system can be taken if needed.
What problems is the product solving and how is that benefiting you?
I often am solving problems related to set up. Today it was concerning set up of a trigger to automatically tag tickets.
Excellent CRM
What do you like best about the product?
How simple it is to use and organize. Simple to import new contacts and organize lists as needed.
What do you dislike about the product?
I think Zendeks could use more reporting integration and customer data sets.
What problems is the product solving and how is that benefiting you?
Keeping track and organizing customers. Being able to keep track of conversations without having to organize my email inbox.
Awesome Rewivew
What do you like best about the product?
I really like the easy of use of it. Also customer fields
What do you dislike about the product?
No, Hr Function I would like a dedicated onboard function
What problems is the product solving and how is that benefiting you?
Since going with Zendesk our sla's are cut in half.
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