Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Good for tickets and metrics
What do you like best about the product?
What I like the most is how easy it is for me to measure KPI's and assign tickets to every member of the team. These tool is being used by many departments within the company due to the good results we have seen.
What do you dislike about the product?
the interface is not as friendly as others I have tried. I wish there was a way to integrate different emails in 1 account and for the emails to be automatically separated into the different business units
What problems is the product solving and how is that benefiting you?
I was not able to measure how much my team was doing and now, by assigning tickets, I can measure their work more efficiently and take the necessary steps to improve our KPI's.
Getting the hang of this, thanks to some human support for the tool!
What do you like best about the product?
I'm new to the platform and so inevitably there are settings and functions that I couldn't find alone, so turning to the chat bot has been helpful "occasionally" - but when that fails due to my questions being off - I appreciate the live chat support with real people.
What do you dislike about the product?
I had a singular problem with changing the spam settings for support tickets, one support article told me to go to "guide" then "moderate content" but that setting wasn't under my account and it was actually under "user" settings. It seemed the support article was for another version or level of the support platform that we aren't subscribed to.
What problems is the product solving and how is that benefiting you?
Helping manage all of our tickets in one place, overseeing agents performance and customer satisfaction. Its a satisfactory platform, although I'm only beginning to fully understand it.
Fast and trusted to give your customer the best experience
What do you like best about the product?
The integration. Is very important to my business can connect all our systems to see all of the customer interaction
What do you dislike about the product?
The delay to upgrade features and to realease new important features
What problems is the product solving and how is that benefiting you?
I can talk to my customer using Whatsapp, email or chat and see their history. This helps me to track the customer experience beyond the journey
Super speedy service!
What do you like best about the product?
Ease of use with integrating new channels which are out of the box.
What do you dislike about the product?
Reporting can be a bit of a minefield and requires alot of attention. I also would like a inbuilt WFM tool rather than having to tack on different applications!
What problems is the product solving and how is that benefiting you?
The ability to have all social channels integrated into one ticketing system to allow for agent tracking.
Robust Support System for Enterprises
What do you like best about the product?
Zendesk provides many tools to support organizations to provide support to customers. It also allows for users to be able to obtain support via various channels (email/knowledgebase/chat/etc).
What do you dislike about the product?
Some third-party integrations are still quite buggy and lack features (Slack/JIRA). Zendesk's reporting system also needs a lot of work and should be easier to use.
What problems is the product solving and how is that benefiting you?
They provide an all in one tool for support organizations. It lessens the burden on support organizations in that they don't require 3 or 4 different systems to provide support.
A quick satisfactory experience
What do you like best about the product?
The ease of customization and creation of fields, as well as the integration of Explore, make Zendesk a powerful tool, both for customer support and for data measurement, and how to get there, through the analytics that the tool provides.
What do you dislike about the product?
There could very well be a native integration of Zendesk with Tableau, or a consumable API directly with the main tools in the market. Explore is suitable for when there is a community at work that uses Zendesk, but when there is a need to integrate the data with other areas of the company, this is problematic.
What problems is the product solving and how is that benefiting you?
Zendesk today enables the direct integration of regulatory and consumer channels, allowing responses to both the regulatory entity, regardless of the channel, and the end customer.
Zendesk support
What do you like best about the product?
Adds easy to use chat widget with answer bot and personal help.
Bot can add additional information over FAQ.
Personal is competent and friendly
Summary gets send to your email for reference
Bot can add additional information over FAQ.
Personal is competent and friendly
Summary gets send to your email for reference
What do you dislike about the product?
Previous support tickets are still accessable after they have been resolved. This leads to a bit of a mess in the chat field.
Wait time for getting a support agent
Wait time for getting a support agent
What problems is the product solving and how is that benefiting you?
I used it to solve a specific sync error between HubSpot and Zendesk and got a competent agent who helped me quickly.
The bot can also add information that is not in the FAQ
The bot can also add information that is not in the FAQ
Regular Product Improvements, Listens to Feedback
What do you like best about the product?
There is a vast variety of features and customization options, and I have seen lots of feedback from clients applied in the software updates that are released regularly. Lots of events are available for free through the web to connect with the company, and support has been relatively quick to respond to any issue I've raised with them.
What do you dislike about the product?
There are still some features that have been widely requested or are considered base in other suites that have not yet been implemented by Zendesk. Because the server is hosted by zendesk, reporting is obtuse even when using their tool and direct database calls cannot be made through explore, making the report building process much more complex than if the data was stored by the company itself. The self service training seems to be undergoing more improvements than the original iteration, but still lacks a lot of content that would be nice to see. Most of the information needs to be found through the support center and forums, and there can be some circular searching to find which article has exactly what you need.
What problems is the product solving and how is that benefiting you?
We are using Zendesk Support Suite to run the entire Customer Experience department of our E-commerce business, for tickets, sales, and our customer help center. We are hoping to continue to utilize it more to automate some of our issues, but navigating the transition from chat to messaging and chatbot is tricky due to limited options for educating our customers
ZenDesk is a great solution for my needs
What do you like best about the product?
ZenDesk has a good mix of support-related solutions including Chat, Knowledge Base, and Phone support. I appreciate the simple interface that is available in conjunction with a very flexible and configurable system.
What do you dislike about the product?
It can be a little confusing at times trying to access the specific section of ZenDesk that I want to access. This might be due to the fact that I am used to a different support software solution, but it would be nice if their were a more intuitive main dashboard view.
What problems is the product solving and how is that benefiting you?
I am using the Knowledge Base and the Chat. I am benefitting from ZenDesk's startup promo that gives startups an extended free trial on ZenDesk. I appreciate that and plan to stick with ZenDesk after the promotional period ends.
Very quick response time. Helped answered all the questions I had.
What do you like best about the product?
It's nice having someone respond promptly.
What do you dislike about the product?
There really isn't much to dislike, the initial wait time was a bit long but very responsive afterwards.
What problems is the product solving and how is that benefiting you?
It's helping me answer very specific questions you can't just find in forums. It helps me and my team come up with solutions a lot faster.
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