Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Ol' reliable with a few new tricks just can't be beat
What do you like best about the product?
consistency, reliability, and ease of training new team members
What do you dislike about the product?
lack of social integrations, settings in multiple different places for different parts of the platform.
What problems is the product solving and how is that benefiting you?
Keeping track of support tickets, keeping them organized and allowing us to reference the user journey before submitting a ticket.
Limited outages, nice features
What do you like best about the product?
We particularly like the newer agent view and the ability to redact information.
What do you dislike about the product?
Sometimes the # of tickets is inaccurate or we get errors when trying to solve tickets (errors that are inaccurate)
What problems is the product solving and how is that benefiting you?
We use this for all of our communication with our user base.
Great way to communicate with partners
What do you like best about the product?
I really like how user friendly it is for both agents and end users
What do you dislike about the product?
Not as customizable as some other softwares
What problems is the product solving and how is that benefiting you?
It helps us communicate with our partner efficiently in order to resolve the tech issues they are experiencing with our product
Saved my Company Tons of Time!
What do you like best about the product?
ZenDesk allowed us to bring all of our contact methods all into one place, which is a HUGE timesaver for us, and has made us much nroe accurate. We've gone from having hundreds of tickets open at any given time to about 20 per day.
What do you dislike about the product?
Setup can be a little challenging. All of the custmization options can mean that there are too many options, and it can sometimes be difficult to decide the best way to accomplis goals.
What problems is the product solving and how is that benefiting you?
We are able to connect with our customers and solve their questions faster than ever before, witch is great news for everyone. Having chat on our websites has dramatically cut down on our email volume.
Out of the box just fine
What do you like best about the product?
It just works. You don't need an entire dev just to make sure it does what it should.
What do you dislike about the product?
Sometimes the help center can be confusing to find answers.
What problems is the product solving and how is that benefiting you?
It is a very simple and easy to use Help Desk and the knoiwledge center is easily customizable.
Our 29 people Support runs flawlessly using Zendesk
What do you like best about the product?
We use Zendesk not only for ticketing but also for our HelpCenter and LiveChat assistance. So far we are very happy with it, it enable us to offer a great support service.
What do you dislike about the product?
The only improvement I would suggest here (I believe it's been requested by some colleagues already) is to have an easier way to insert links. Instead of the usual "CMD+K" we would like to select the text and paste directly "on top" the link we want to insert. This is how other tools like Slack or Lattice work.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have centralized all the data of the requests of our customers. All this is synced with Salesforce, Census even our own tool (Mixpanel) for extra analytics.
Its a very practical work tool if used correctly
What do you like best about the product?
The ease of use, stability and features make it a tool ideal to deal with a ticketing system. Creating groups, queues, automation, and alerts is very easy and it integrates seamlessly with Slack for alerts
What do you dislike about the product?
The support could be better. It's always too robotic or automated and there seems there is never a sense of urgency. the latest change in layout wasn't good as well.
The reporting pieace and dashboard creation is not intuitive.
The reporting pieace and dashboard creation is not intuitive.
What problems is the product solving and how is that benefiting you?
Currently, i don't have ney open problems with Zendesk support but when I did I found it frustrating to get an actual response that adds value. There seems to be just a standardized approach that does not transpire a sense of urgency
It’s a fast service with less finding
What do you like best about the product?
In it you can search and do things easily asnd very convenient to use, not really messed up all this appropriate. Solutions can be done easily without any hassle as well
What do you dislike about the product?
Sometimes it really buffers which can be improved rest all is good it perfectly fine !!
What problems is the product solving and how is that benefiting you?
It's solves customers queries In one place without any issues
A robust system with lot of options to customize
What do you like best about the product?
Zendesk Support Suite has a ton of features and integrations that ultimately help my support team function more effectively and efficiently.
What do you dislike about the product?
There's a bit of a learning curve for setting up Zendesk correctly especially if you don't already have a clearly defined process and established workflows.
What problems is the product solving and how is that benefiting you?
Zendesk is allowing us to provide a complete customer centric help center package which includes a lot of useful functions and reporting.
Very Good Help Desk Software
What do you like best about the product?
Zendesk has some easy-to-use tools and automation. I like how certain tickets and common questions can be automated.
What do you dislike about the product?
I wish Zendesk tide more into teams and other direct messaging apps. From what I see email is one of the only ways to automatically create a ticket outside of zendesk.
What problems is the product solving and how is that benefiting you?
It is helping us get statistics on the type of issues comming in and it does give us the freedom to change it around.
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