Zendesk Suite
ZendeskExternal reviews
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Comprehensive tool to manage your customer experiance
What do you like best about the product?
One place to manage all customer requests
What do you dislike about the product?
Not simple to set up. You need to have both technical expertise and resources.
What problems is the product solving and how is that benefiting you?
It is allowing a smal count of agents to manage a large amount of requests.
Helpful
What do you like best about the product?
I really like that asking for support is as simple as writing a message.
What do you dislike about the product?
To be honest, I think that it takes too long sometimes to get an answer from an expert, sometimes I need almost an answer very quick and I need to search for answers in other channels (YouTube)
What problems is the product solving and how is that benefiting you?
I am not very familiar with what Zendesk can do for my team, and normally I ask for support on how to create, modify or implement certain actions that are beneficial for us, that kind of problems are what Zendesk Support Suite helps me to solve and that benefits me a lot.
Quick and Helpful
What do you like best about the product?
I got a quick and helpful response to my question
What do you dislike about the product?
It's not clear if you will be connected to a person
What problems is the product solving and how is that benefiting you?
I can't always find articles with answers to my questions. Being able to ask a question and get the answer I need is the biggest benefit
Stable, useable, expensive
What do you like best about the product?
Brands is great option that gives us support different products by same agents team.
What do you dislike about the product?
Chat functionality is poor.. We don't need some features but still have to pay for them in Suite
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows you to solve multi-brand product support. Implement convenient integration with external services.
Excellent tooling to build a support system
What do you like best about the product?
Ticket management, and the ability to integrate a support widget very easily into your web app.
What do you dislike about the product?
I think there are too many "editions" of Zendesk, making it a bit confusing as to what pricing model you need based on the features you use.
What problems is the product solving and how is that benefiting you?
Centralizing the support ticketing
Quick and helpful!
What do you like best about the product?
The agent I spoke with was kind and efficiently pointed me to the resources I needed
What do you dislike about the product?
I had to wait several hours for a response, but this was not a problem
What problems is the product solving and how is that benefiting you?
They are helping me understand what I cannot do with the widget. They helped me determine my ability to hide and reposition the widget. This saved me time searching for solutions on my own.
Simple to start
What do you like best about the product?
Fairly easy to get started and implement Zendesk. Easy to onboard agents.
What do you dislike about the product?
It was a challenge to further configure/optimize Zendesk. Their KB articles were not always the best, and our implementation consultant experience was underwhelming.
What problems is the product solving and how is that benefiting you?
A unified support solution that integrates easily with other tools our org uses.
Zendesk to Gladly experience
What do you like best about the product?
The part where you can put the ticket on hold or pending or you can filter out.
What do you dislike about the product?
The identification of the aging tickets.
What problems is the product solving and how is that benefiting you?
better queueing process in terms of finding the tickets and assigning them to a rep.
Everything you need from a customer service ticketing solution
What do you like best about the product?
It's easy enough for anyone to jump into but is also full of powerful features to customize it to your needs, there are also new features every month so always have new things to try.
What do you dislike about the product?
The explore tool to create your own dashboards of charts and tables to analyze your ticket and call data is significantly more complicated than the rest of the suite, also it seems to be able to monitor chat statistics, known as messaging, we need to upgrade to the enterprise version of zendesk which is a bit more expensive, but since we only have 4 chat agents, it doesn't make sense to upgrade all 20 something agents to it, would be nice to only upgrade it for the ones that are using it
What problems is the product solving and how is that benefiting you?
Zendesk helps our customers reach out to us through calls, emails and chat, and helps us internally organize those tickets, manage them and distribute them to the right agents, and lets us work though all escalations from within zendesk reducing the need for additional tools and helping keep all of the information in one place
Simple to use, effective delivery of solution
What do you like best about the product?
It was easy to find, and the agent came to the message request quickly, so I didn't have to wait long. The bot had some simple ideas, and the links to community discussions were helpful.
What do you dislike about the product?
Unfortunately, the links to the community discussions didn't help solve the issue. There could be a way to automatically provide a solution to the problem on the community board after the issue has been resolved.
What problems is the product solving and how is that benefiting you?
It has quick and easy access to help, which fortunately it was the first time we've had to contact someone about a problem. It helped to solve an issue that was slowing down our ticket solving.
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