Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Well organized, insightful, and knowledgeable about the issue at hand.
What do you like best about the product?
Having a real person to be able to interact with to help identify or solve the issue that is occurring.
What do you dislike about the product?
Potential waiting times between opening the message and being matched with a live support agent, occasional long wait times between messages sent (varies depending on demand at the time the chat was created).
What problems is the product solving and how is that benefiting you?
Emails being sent to our support address do not always create a Zendesk ticket, sometimes we'll only find out about an email that was sent to us because a customer will call and ask for an update on their support request and why we never responded to them (because the Zendesk ticket was not created).
Great Product with an Easy Entry for point Administration
What do you like best about the product?
Zendesk is one of the easiest tools to administer at our company and has proven to be one of the most powerful tools for our operations.
We have been able to automate tasks with/without our internal tech resources and made our customer experience all the better.
We have been able to automate tasks with/without our internal tech resources and made our customer experience all the better.
What do you dislike about the product?
Zendesk can be slow to resolve issues and has a relatively slow response to issues. Many times when reaching out to support I've been shared FAQs that do or do not address the issues at hand. But generally, it's an easy system to troubleshoot.
What problems is the product solving and how is that benefiting you?
Zendesk solves the task of tracking our customer journey from beginning to end and has given our product team direction to plan, and attack customer pain points.
Quick & Easy Support
What do you like best about the product?
Time of response, ease of use and agent knowledge.
What do you dislike about the product?
The fact that I had to contact Support in the first place.
What problems is the product solving and how is that benefiting you?
I was able to access the mobile app which allows me to do work remotely more efficiently.
Good support - could benefit from some more product knowledge
What do you like best about the product?
Very quick responses from the members of staff.
What do you dislike about the product?
Long wait times and it seemed like the staff didn't necessarily know what they were talking about
What problems is the product solving and how is that benefiting you?
They can selve communication problems and also problems about how to best use the platform
Great support!
What do you like best about the product?
I like the messaging part of it. You can leave Zendesk and do other important things and will get notified once support comes in. I understand why the filter of messaging is there, but I feel like every query is essential to be resolved immediately.
What do you dislike about the product?
I understand the filter of query, so Zendesk can provide immediate assistance to issues that impact customers and resolve the other problems that do not require immediate assistance. But I feel like every query should be answered promptly or within an hour.
What problems is the product solving and how is that benefiting you?
When I need support, Zendesk is available to answer my questions. Having someone to guide you on why things work and do not work in some Zendesk functions is really great!
Review for Support Suite
What do you like best about the product?
The platform is fairly easy to use and intuitive.
What do you dislike about the product?
I'm not a huge fan of how often I have issues with my typinators and saving tickets.
What problems is the product solving and how is that benefiting you?
I wouldn't say anything is solving anything for me. I use it as an employee rather than for my business
Amazing customer support tool. Suitable to build integrations and automations.
What do you like best about the product?
Building automation and integrations with other tools are super helpful for teams that aim to scale customer support operations.
What do you dislike about the product?
The SLA policies applied to tickets could cause inconsistencies in SLA reporting. However, this depends more on how the users use Zendesk than on Zendesk itself.
What problems is the product solving and how is that benefiting you?
Handling customer queries, alerting about SLA to fulfill when handling those queries, reporting to monitor the performance of the support agents and integrating with other tools and systems.
The support is great. But the approach could be improved.
What do you like best about the product?
More accurate and specific solutions to the issues we might face.
What do you dislike about the product?
The time to reach out to us was more than expected
What problems is the product solving and how is that benefiting you?
Automation ideas and helps us to number down the emails we send to the customers
Requires a tech-savvy mind to configure the platform in a way that is effective.
What do you like best about the product?
I like the ease of use and how customizable the platform is
What do you dislike about the product?
I was required to ask for help or refer to articles for a lot of the setup. Additionally, can't use email groups for forwarding, which is a setback
What problems is the product solving and how is that benefiting you?
The integration with our payment processor, JIRA and the seamless help center to support process is really impactful
Well balanced support ticket system
What do you like best about the product?
Zendesk makes it easy to see the chronological updates to any support interaction with advanced filtering features and the ability to integrate apps and custom workflows.
it's powerful to be able to see all tickets raised by a particular customer very easily and quickly
support is quick and easy as well.
it's powerful to be able to see all tickets raised by a particular customer very easily and quickly
support is quick and easy as well.
What do you dislike about the product?
some of the conditions and operators can be limiting when creating personalised views as a lead to oversee the interactions of the wider team.
it would also be nice to be able to customise the "views" page
it would also be nice to be able to customise the "views" page
What problems is the product solving and how is that benefiting you?
Managing a team that handles a high volume of interactions every day and being able to cross-reference any tickets that have come up in the past with similar issues.
being able to identify any coaching opportunities within interactions is beneficial to making sure the team is providing excellent customer service every time
being able to identify any coaching opportunities within interactions is beneficial to making sure the team is providing excellent customer service every time
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