Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Most Straightforward Platform!
What do you like best about the product?
It is very user friendly. Even when you don't know the answer to something, resources are unlimited and the support team are very efficient.
What do you dislike about the product?
The default features aren't always optimal and integrations can be costly. Don't think that's Zendesk's fault though.
What problems is the product solving and how is that benefiting you?
Allows us to communicate with customers across multiple channels which we weren't able to do previously.
Professional Support for Business
What do you like best about the product?
Most helpful is the acknowledgement and advice on time to respond. This helps manage expectations.
What do you dislike about the product?
There is nothing I dislike about Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
Immediate review of our issue and helpful articles and hints to ensure the same problem does not reoccur.
Zendesk Helps Increase CSat & Agent Productivity!
What do you like best about the product?
We enjoy having multichannel support options and the ease of reviewing part customer ticket history. Zendesk is easy to set up as an Admin and also easy for Agents to use. We have it integrated with Shopify which allows the agents to be able to review an order and do refunds without the need for a Shopify license.
What do you dislike about the product?
The reporting is good, but it takes a while to understand how to set up reports and dashboard reporting to meet our company's needs. We wish they had more examples to show during the training; however, now that training is offered for free, we can review different courses as needed.
What problems is the product solving and how is that benefiting you?
Reasonable cost, Suite pricing is a good discount, multichannel support offering, ease of use for Agents/Leads/Managers. We have seen CSat scores remain in the mid 90% and have been able to reduce expense by creating several Triggers and Automations to handle easy to answer questions.
High quality, flexible and data-driven solution
What do you like best about the product?
The reporting is very robust.
The automation and trigger capability is a powerful way to reduce repetitive work and create a better customer and employee experience.
The ability to integrate with Salesforce is great.
The automation and trigger capability is a powerful way to reduce repetitive work and create a better customer and employee experience.
The ability to integrate with Salesforce is great.
What do you dislike about the product?
I don't have any complaints at this time
What problems is the product solving and how is that benefiting you?
We use it for all customer support. The ability to create forms so that customers have to provide the minimum necessary info prevents unnecessary back and forth.
Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is an effective interface for Agents and Admins alike. It can be configured in simple and complex ways for all-size organizations. As an agent, you can see the tickets you need to see with views and information about the customer through custom fields. You can operationalize your internal policies using the SLA feature as an admin and use triggers to route tickets to the agent group that is right for the task in realtime.
What do you dislike about the product?
I don't like that we can't customize much of the layout for agents. Fields are always on the left and apps always on the right. Even though we can collapse the apps on the right, that real estate could be used for other important customer information, for example.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us provide top-of-class support for our customers in an effective way. Customers know how to contact us and Zendesk helps us get the ticket to the agent that is best suited to solve their problem.
Quick and helpful
What do you like best about the product?
Easy to use and easy to get a quick response. I like that it's directly accessible wherever I'm navigating on Zendesk
What do you dislike about the product?
Honestly, there's nothing that immediately jumps out that I dislike or that is difficult to use
What problems is the product solving and how is that benefiting you?
It lets me quickly learn what I need to manage and assist my team. I'm new to a recent position and learning on the fly, but Zendesk Support Suite makes it easy to figure things out
Very straightforward, friendly, good support provided
What do you like best about the product?
Different options and setups to use to suit your business and a great support network when unsure about things.
What do you dislike about the product?
Some things can be a little techy to use
What problems is the product solving and how is that benefiting you?
How to make changes and set ups which are hard to understand
Easy to use and great for reporting
What do you like best about the product?
I love how easy everything is to set up, making a busy day that much better. The reporting tools are so in-depth and provide my department and the company I work for with great detail.
What do you dislike about the product?
There isn't really much I dislike other than sometimes when needing advice from the agents- Most of the time, a query isn't urgent, but when it is, I find although the response time is short (mainly a couple of hours), I do often want a quicker response time.
What problems is the product solving and how is that benefiting you?
Our company used a different CRM system, and the reporting function was never great. However, Zendesk's reporting system provides the company with all the detail they need for customer queries and issues. It helps us improve our customer service and gain more knowledge on the common problems we are having, whether it be shipping or product issues, etc.
Intuitive, simple, easy to use
What do you like best about the product?
How easy it is to navigate the platform in a hurry, the macros and shortcuts make my life 100 times more accessible, and I can settle into a steady rhythm when working on issues.
What do you dislike about the product?
Specific options are baked in, and some are missing altogether. For example, a dark theme that would make it easier on the eyes and the ability to unmerge a ticket would also be widely appreciated.
What problems is the product solving and how is that benefiting you?
Expanding the ways our customers can get in touch with us (phone, email etc..), the integrations with other platforms allow us to work seamlessly with other teams.
The tool is fast, high available and trustfull
What do you like best about the product?
The tool is really easy to use and manage. I appreciate the performance and the high availability. The best thing on this is that we can trust and it is realiable
What do you dislike about the product?
The licensing management is a little bit confusing, different roles can consume the same license, I had a hard time understanding that, but the support team from zendesk was helpful and gave me a fast response
What problems is the product solving and how is that benefiting you?
It is helping my company share product documentation and updates to our customers, it easy to manage and integrate via API, at the moment our inside product help depends totally on zendesk
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