Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Excellent experience
What do you like best about the product?
Real-time statistics, traceability of claims for each customer
What do you dislike about the product?
The triggers, the lack of updates, and most importantly, the unavailability of a support service.
What problems is the product solving and how is that benefiting you?
The tracking of claims and the assignment and allocation of tickets to other services
Industry standard for large teams
What do you like best about the product?
The tool is completely configurable to an organization's needs - if you're looking for a highly scalable industry standard tool with highly trained staff then you should choose Zendesk
What do you dislike about the product?
To correctly implement and benefit from Zendesk you need to have prior knowledge or you need to complete a thorough amount of training. The tool is highly configurable, so the team needs to be trained properly , which becomes time consuming
What problems is the product solving and how is that benefiting you?
Zendesk tool is the best ticket based support tool out there - conventional businesses, having a ticket based approach, can easily build their support stack around Zendesk
Zendesk is a top notch support system
What do you like best about the product?
Extremely configurable, and as you would expect, great support. We only used a small fraction of the capabilities but customized it to make things easier for everyone and retain customers.
What do you dislike about the product?
It's not that I dislike it, but you will need at least two administrators to run Zendesk and maintain the software with internal personnel and external customer requirements. The only reason I didn't rate this a 10 is because you need to be aware of allocating staff to help out. It's really only a burden during setup, but it's nice to have a couple people keep an eye on how things are working.
What problems is the product solving and how is that benefiting you?
I looked at our numbers regarding revenue and client retention, and it was a cost saver to implement Zendesk instead of continuing to use email and phone for 1st tier support.
Lots of Features and also Advanced Reporting Metrics
What do you like best about the product?
Zendesk is a really helpful tool for tracking tickets, agent average handle time, and identifying support roadblocks that drive up support through the use of tags. It's mostly intuitive to use and there are lot of options to customize through macros, a help center, etc.
What do you dislike about the product?
The overall interface looks dated and a bit "clunky." Compared to other products I've used it's one of the lesser "clean-looking" ticket management tools out there. There are some quirky differences as well between emailing customers and using the newer "Messaging" component.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us identify which types of tickets are bringing in the most support. It helps Managers and Leads view average handle time and team occupancy to ensure we're well-staffed.
Zendesk has been very useful when performing my daily tasks,communicating with clients and providers
What do you like best about the product?
It's very organized, you can easily navigate and find tasks whenever you need to, it's also very helpful when communicating with clients and providers. Highly recommend
What do you dislike about the product?
none so far, my experience with Zendesk has been nothing but great
What problems is the product solving and how is that benefiting you?
When it comes to tasks, ZD can organize the tickets according to their urgency, productivity also increases when using ZD.
The Zendesk incident management software could use improvement, but the support is stellar.
What do you like best about the product?
Whenever I have a question or a problem, the support staff are available via chat directly within the app, and respond immediately. In every situation, they were able to resolve my problem, and in a timely fashion.
What do you dislike about the product?
The application itself should have more enterprise-class features. The limitations on the number of shared views, for example, let alone the fact that these should be handled in a different manner.
What problems is the product solving and how is that benefiting you?
It's the support suite used by the company I'm supporting. That's about all I can add here.
Easy to Use and Setup
What do you like best about the product?
Easy set-up. The ease includes the phone setup. You can count on getting up and running in no time.l
What do you dislike about the product?
Other CRMs thread your customer interactions in a much more digestible way. In Zendeesk, if you want to see the history between you and a specific customer, you need to search for your customer's email/phone to see all tickets associated with them. This leaves you opening and closing multiple tickets to find the interaction you are looking for. It's a bit cumbersome and not efficient.
What problems is the product solving and how is that benefiting you?
Easy reporting is the biggest reason we went with ZenDesk. The built-in reports make it easy to gather and understand your data quickly. Your Agents will be able to digest this data with no problem.
I love how helpful the support agents are!
What do you like best about the product?
If you cannot find what you are looking for you can connect with a live agent to assist you! :)
What do you dislike about the product?
I tend to not be able to fin what I am looking for which means I have to talk to a live agent but all the live agents have been wonderful to work with.
What problems is the product solving and how is that benefiting you?
Loading of chat(I pull data to be able to see if my agents are doing what they should be)
Issue contacting our customers via ZD
What do you like best about the product?
Able to get a response within a relatively short window.
What do you dislike about the product?
Sometimes the issues are a little harder to explain in written form. I know this is probably easier for ZD agents to be able to respond, but can lead to a bit of back and forth
What problems is the product solving and how is that benefiting you?
Most of the time, the issues are things we can figure out. However, it's nice to know that we can reach out to support if we have problems. In this case, we addressed an issue that may be more painful in the future.
Well Rounded
What do you like best about the product?
Omnichannel support, well structured and easy Chat Bot builder, well structured and intuitive ticketing system.
What do you dislike about the product?
Support is slow, and response from the support team takes time, between every response many hours or days pass.
What problems is the product solving and how is that benefiting you?
One place to communicate with customers, solve and follow up on their issues, and minimize handling times by filtering unnecessary communications from customers that are answered by a bot.
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