Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Great experience
What do you like best about the product?
Easy customization and flexibility when building out your system
What do you dislike about the product?
You really need to read the manual to understand the best structure
What problems is the product solving and how is that benefiting you?
We centralized our support channels for greater visibility. We also realized how blind we were with metrics
Zendesk
What do you like best about the product?
Super useful to organize tickets. Many uses include creating articles for clients.!
What do you dislike about the product?
You can’t go back to a close ticket to categorize it. Also, it has its own limits about what you can do.
What problems is the product solving and how is that benefiting you?
We use zendesk for multiple different tasks. It is helpful to keep track of help desk tickets.
Helpful, wish there was more!
What do you like best about the product?
This program is great for lead management
What do you dislike about the product?
The formatting should have a rich text editor
What problems is the product solving and how is that benefiting you?
We are bringing in new people at a rapid rate, and can easily manage leads and emails between staff members to avoid missing anything or being redundant
Excellent streamlined customer service platform
What do you like best about the product?
I love how things can be tagged by category (financial request, operations support request, procurement, HR/compliance issue, facility issue
What do you dislike about the product?
Really nothing I dislike - I think its a little annoying to get a post survey for each request you submitted/gets resolved, but then its really important on the back end to track response time.
What problems is the product solving and how is that benefiting you?
It's really difficult for our Ops team to wear 1,000 steps simultaneously, and have issues being reported to them through so many means - with Zendesk, they can remind whomever comes to them to "Zendesk it", which relieves them of having to remember it in the moment - by having it all in one place, it makes things a lot more streamlined/data-driven.
Recommendations to others considering the product:
Keep up the great work!
Amazing Way Chat With Support Team
What do you like best about the product?
I like that you can add attachments from the chat window right away so the support agent is able to have photo/documents to help resolve your problem. I also like the entire chat can be emailed to you at the end of the session. You can also open the ticket from the email you receive to add more information to the claim.
What do you dislike about the product?
I sometimes have problems getting the chat window to load. Although it seldom happens, it has happened at crucial moments where I needed to contact support right away. I checked the internet connection and it was fine. I just couldn't connect to Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to get support, even though my support team is in the Philippines and I'm in the US. They are able to offer me support, no matter what. It has made managing tickets so much easier. I love it.
Recommendations to others considering the product:
Make sure users know how to log in to view/manage their tickets. It's extremely helpful if they log in to add info instead of contacting support again and opening a new ticket.
Holistic
What do you like best about the product?
I love the intuitive UI and the overall user experience. Also, the product is robust so we don't have a lot of downtime.
What do you dislike about the product?
I think Zendesk could be more customizable, especially for our CSM team who also use it.
What problems is the product solving and how is that benefiting you?
Customer engagement and issues. Mostly tickets for IT issues but also for account management functions.
Excellent product for multiple offices
What do you like best about the product?
Ability to share emails across offices/personnel
What do you dislike about the product?
Emails are forced into software and will lose some formatting
What problems is the product solving and how is that benefiting you?
Ability to share emails across multiple users across multiple cities
Never forget to answer a ticket with Zendesk
What do you like best about the product?
I like that you can customize pretty much everything so it will meet your needs. Automations, triggers, groups, brands, etc.
What do you dislike about the product?
The search engine would need a little more love. Difficult sometimes to find a specific ticket without its #
What problems is the product solving and how is that benefiting you?
We use it for all outbound communication at work with customers.
Excellent tool for managing client requests
What do you like best about the product?
Ease of use for replying to clients in a timely manner
What do you dislike about the product?
I often have trouble filtering the views and keeping track of what is the most recent entries
What problems is the product solving and how is that benefiting you?
Collaborating on tickets is so easy, you can even see when there is a coworker on the same ticket as you to avoid replying to the same client twice. You can even leave internal notes for coworkers
Recommendations to others considering the product:
Great tool for collaborating on client tickets to give them quick support
Easy to use
What do you like best about the product?
Easy to use the software as end user. Interface and response time good.
What do you dislike about the product?
None as much as I know. All looks good.
What problems is the product solving and how is that benefiting you?
General support
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