Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Helpful and Follow-up
What do you like best about the product?
I love the chat option. Having worked on a Support Team myself, tickets can get impersonal and long to deal with, whereas the Zendesk chat option has always provided the help I needed. If not directly in the chat, then with a follow-up email and/or planned call.
What do you dislike about the product?
I dislike being provided links to the Help Center to look up my issue as a means to resolve my chat ticket and/or close the chat. The FEW times that it's happened, I found that a little lazy but everyone has their days, I get it!
What problems is the product solving and how is that benefiting you?
I'm a technical content specialist (technical writer), so normally my questions are regarding this that are not working and/or breaking in my article and causing issues for my customers to access important information.
Quick and efficient
What do you like best about the product?
The online assistance is quick and knowledgeable. I always find they have the solution.
What do you dislike about the product?
I prefer the option of phone or chat, as different circumstances call for different assistance.
What problems is the product solving and how is that benefiting you?
how to communicate quickly and efficiently with our customers.
Perfect Support
What do you like best about the product?
The platform is very helpful and their support.
What do you dislike about the product?
At the moment nothing, there is no option to hate.
What problems is the product solving and how is that benefiting you?
They need to enhance the chatbot creation tools.
Complete tool to interact in any contact channel. Talk module could be improved
What do you like best about the product?
Single interface for the entire configuration. Intuitive, easy to customize. Explore reporting very complete.
What do you dislike about the product?
Improvements: users interact through different channels at the same time and Zendesk does not have the ability to identify them automatically. The same for tickets. We do not like abusive telephone traffic rates. You have a lot of room for improvement here.
What problems is the product solving and how is that benefiting you?
Integration of all channels in a single tool. Unify internal processes improving the performance of support teams.
Helpdesk Help
What do you like best about the product?
The initial response time was originally 15 minutes but Earle responded within 3-4 minutes, and the longest wait time between my questions was never longer than 5-6 minutes.
What do you dislike about the product?
I think it was great. There wasn't much I didn't dislike.
What problems is the product solving and how is that benefiting you?
My members can email a simple email and that turns into a Zendesk ticket, but it somehow got unlinked, but Earle was able to troubleshoot and guide me and my IT person to a solution. And now we can get the support members need right away, and also track progress we're making.
very intuitive and user friendly
What do you like best about the product?
being able to drag and drop files and being able to reference a ticket from anywhere in the system by just using numbers. I also like how the Internal Notes are also displayed.
What do you dislike about the product?
The spam filter or suspending emails can be a bit problematic as it has caused me to respond to ticket very late as it was suspened even though the user was already verified.
What problems is the product solving and how is that benefiting you?
For the most part the tickets that do come in is presented in a clear manner and the site is easy to read and respond to and I like the mobile app as well as i can respond when am mobile.
Feedback: Felt Heard
What do you like best about the product?
This platform is very simple and easy to use. It's intuitive.
What do you dislike about the product?
I was almost moved to a different platform without my knowledge. Fortunately, after providing feedback I was able to stay with the platform that I have grown to love. Thank you for listening!
What problems is the product solving and how is that benefiting you?
The company that I work for never has had a work order system to log maintenance requests. This platform has allowed us to start storing data and building data to help get more people on my team to keep up with the requests and all of the tasks.
Powerful platform, specially for API-based deployment - but a few UX quirxs
What do you like best about the product?
Zendesk is definitely a powerful and complete support platform compared to others - especially the ones here in Brazil. Their API documentation is robust and easy to use. The integration with WhatsApp works like a charm.
What do you dislike about the product?
The UX and platform interface are not the most intuitive. I have some cache-related problems and the mobile application needs a thorough review - chats do not update automatically, very difficult to send messages and the sync seems not to be quite automatically.
What problems is the product solving and how is that benefiting you?
Zendesk is a robust and complete platform - I love the cost benefit that it brings us. Having a centralized area for all our support channels is a lifesaver. Their support has always been responsive.
Zendesk Support for Backend Logs
What do you like best about the product?
Zendesk Support is quick in response and has the best understanding of organizations' needs. They try the assist in the best possible way. Compare to other organization the level of support Zendesk provide is exceptional
What do you dislike about the product?
The backlogs that ZD keeps are only for 30 days and sometimes in a big organization, it's difficult to find errors with the logs for 90 days at least. also the account assumption should be easy access for admin
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has been very accommodating in any issues we have faced thru our organization, has guided thru correct articles and if we were not able to help ourselves they have helped us in all the possible way
It's a great resource for support but still continues to not be the most intuitive user experience
What do you like best about the product?
It's a great way to have all of our customer's information/correspondence in one place. I love clicking on the customer email and it automatically copying it. I like Explore, and it's helped us identify trends better. I like the ability to create a macro from a ticket also.
What do you dislike about the product?
Having the public reply box at the bottom of the page doesn't allow movement of windows for any reason. We use text expander for many of our salutations and it doesn't allow the spaces so we have to go back and input spaces, which negates some of the time saved with text expander. I did like having the ability to have the knowledge capture function open on right with customer info on left, now I have to toggle back and forth. I like Explore, but don't feel it's easy to create exactly what I need without doing a lot of digging, wish there was more guidance right there without having to visit resources. The public vs internal note is not as easy to see, and the color changed. The lighter color makes it easier to make a mistake between the two.
What problems is the product solving and how is that benefiting you?
It easily solves the ability for us to split our customers into two brands, allowing the appropriate teammates to respond to the corresponding issues. I think Explore is going to really help us to identify more trends and move us forward once we master it!
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