Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Great platform to ensure customer success
What do you like best about the product?
Ticket customization along with the ability to share tickets with partner organizatoins.
What do you dislike about the product?
Not great for use as an employee time tracker when in the system.
What problems is the product solving and how is that benefiting you?
Ability to link directly to our clients Zendesk instance and become an extension of their team without impacting their processes.
Zendesk is easy to use and learn
What do you like best about the product?
Tickets we really are glad that we can have all the tickets in the same place. Having multiple views is wonderful and we can easily watch our tickets coming in and going out.
What do you dislike about the product?
Chat we have a lot of problems with chat and disconnecting, it has been tricky to get it to do what we need and we are always unsure if it is set up correctly.
What problems is the product solving and how is that benefiting you?
Helping our customers use different channels
I’m able to get support I need quickly and professionally
What do you like best about the product?
The customer service officer is professional
What do you dislike about the product?
The wait time for a agent to respond can be faster
What problems is the product solving and how is that benefiting you?
It helps me to generate reports for the types of tickets we receive.
easy to use platform
What do you like best about the product?
like the fact that the platform is easy to use and understand and learn
What do you dislike about the product?
i hate it when there is bugs make our work difficult
What problems is the product solving and how is that benefiting you?
customer related issues , easy communications with customers and partners
Great support!
What do you like best about the product?
Zendesk makes it easy for us to provide excellent support to our customers. The macros, triggers and automations are a real time-saver and easy to use.
What do you dislike about the product?
It would be nice to be able to submit a ticket for Zendesk Support without having to go through the chatbot. Also, we could use the ability to revise closed tickets.
What problems is the product solving and how is that benefiting you?
We are cutting down on our time to acknowledge and average time to close tickets thanks to the SLA reporting functions. Setting up Slack webhooks and triggers to alert agents of unacknowledged tickets was easy and has also been very helpful on this front!
Professional Experience
What do you like best about the product?
the chats are fast , the service is professional , easy to learn and adapt to the platform
What do you dislike about the product?
sometimes we face many bugs that makes it hard for us to work
What problems is the product solving and how is that benefiting you?
as a company that faces many challenges, zendesk makes it easy for us to treat many issues in a small amount of time.
Great support platform
What do you like best about the product?
the system is very flexible and customizable - using triggers/webhooks and so on there is a lot of customization possible.
What do you dislike about the product?
only some minor specific things that are not possible (e.g. linking incidents to problem tickets via a trigger)
What problems is the product solving and how is that benefiting you?
it is our support system dealing with everything from support tickets, chats, social media support etc etc
and with zendesk explore we get great data on all of that
and with zendesk explore we get great data on all of that
Review
What do you like best about the product?
public vs internal note allows for better flow
What do you dislike about the product?
having to submit to save changes to fields
What problems is the product solving and how is that benefiting you?
resolution of customer issues
Best in class
What do you like best about the product?
Zendesk is the best in class helpdesk software. It's intergrations are easy to setup, its billing is clear, and it's support is quick to respond.
What do you dislike about the product?
It's difficult to have certain specific feature sets unless you want to pay for the entire platform. Some features we'd use, others we don't and we still have to pay for that which we do not use.
What problems is the product solving and how is that benefiting you?
Zendesk helps us support customers, answer questions, and build self-help documents. We're able to track all this data, Zendesk works in multiple channels like facebook chat, email, phone calls, etc.
Flexible & customizable platform with great customer service
What do you like best about the product?
Zendesk Support is the tool I most use daily and it "just works". It helps us answer our clients while maintaining full context into currently faced difficulties and helping us ensure we don't miss anything. It's reliable, robust, and customizable. Customer service is helpful and always there when we've needed it.
What do you dislike about the product?
Zendesk has multiple tools and even some dedicated to reporting (Zendesk Explore). Explore includes features such as dashboard creation for reporting purposes. It is newer and definitely in need of some bug fixing. Issues include a lack of ability to revert changes to dashboards, with users having to manually undo them instead. It is rich in terms of features but needs some attention to ensure it's ready for production usage.
Additionally, Zendesk makes some decisions in terms of UI changes that can impact teams (namely, over their Agent Workspaces feature). Unfortunately, they don't allow such changes to be customizable and I can envision that, when the rollout is mandatory and does happen, it will bring different issues to us. There are public forums where you can voice your opinion, but judging by the lack of results from past interactions (when it comes to having concrete info on product improvements over Explore), I don't expect any changes from Zendesk.
Overall, a lot of major positives with some negatives which need to be considered.
Additionally, Zendesk makes some decisions in terms of UI changes that can impact teams (namely, over their Agent Workspaces feature). Unfortunately, they don't allow such changes to be customizable and I can envision that, when the rollout is mandatory and does happen, it will bring different issues to us. There are public forums where you can voice your opinion, but judging by the lack of results from past interactions (when it comes to having concrete info on product improvements over Explore), I don't expect any changes from Zendesk.
Overall, a lot of major positives with some negatives which need to be considered.
What problems is the product solving and how is that benefiting you?
Zendesk offers several tools to bootstrap your CX needs, one of these being Zendesk Support. This service has enabled us to reply to our clients with the quality and efficiency we need. It's an interesting and customizable platform and offers exciting features (customizable triggers for system/user actions, establishing SLAs, marketplace for plugins, etc).
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