Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Once you go Zendesk you won´t come back
What do you like best about the product?
The almost unlimited optimization process´ are awesome. Mostly the trigger and automation parts are very complex and useful. I also appreciate the marketplace expanding on most of the functionalities one seeks in the "vanilla" product. One can create a versatile tool with minimal additional investment.
What do you dislike about the product?
* Limited views available on the ticketing screen
* Missing more options within trigger automation of custom ticketing fields, which are available in the user fields option
* Delay in support replies & mostly generic replies
* On of our account managers hasn´t been able to get in touch in 6-months, and didn´t reply my e-mails
* Missing more options within trigger automation of custom ticketing fields, which are available in the user fields option
* Delay in support replies & mostly generic replies
* On of our account managers hasn´t been able to get in touch in 6-months, and didn´t reply my e-mails
What problems is the product solving and how is that benefiting you?
Fast working environment - After Freshdesk the speed of loading a new ticket is awesome.
Ticket routing is very detailed and effective.
The popularity of the platform invites a lot of third-party app developers, that create functions the core team would never have the production time to do.
Ticket routing is very detailed and effective.
The popularity of the platform invites a lot of third-party app developers, that create functions the core team would never have the production time to do.
Great Tools and Service
What do you like best about the product?
It's a well-laid out, easy-to-use platform that helps you to seamlessly assist with enquiries.
What do you dislike about the product?
Nothing that I can think of at the moment.
What problems is the product solving and how is that benefiting you?
They assisted with the set up of our Flow Builder. The new update which includes Intents and Answers for the Bots was confusing.
Back to ZD
What do you like best about the product?
Easy upgrade from an e-mail-only Support to a more sophisticated solution.
What do you dislike about the product?
Individual Agent seat Licences can be tricky to manage as you grow and initial costs escalate accordingly.
What problems is the product solving and how is that benefiting you?
Deflecting issues from strained Tier III Support and making sure the right issues are being routed to the right person or group.
Easy and helpful
What do you like best about the product?
It was very easy to use the chat option to reach a support agent. Not having to stay on the chat but being able to continue working while the agent worked on my request was great. My issue was clearly resolved and in a very short time.
What do you dislike about the product?
I would have liked to be able to monitor my chat from my Zendesk app. As I was notified via email, I received it on my phone but had to physically log into my computer to respond. Not a big deal but something I would like to see in the future.
What problems is the product solving and how is that benefiting you?
I needed records of my calls and a way to access the log for all agents. The support agent clearly directed me to where I needed to go and provided additional options for utilizing the information I needed.
Well informed
What do you like best about the product?
The triggers and notifications which automate things.
What do you dislike about the product?
setting up codes because they are hard to figure out
What problems is the product solving and how is that benefiting you?
email conversations are much easier to track
Agent was concise, quick and accurate in all questions
What do you like best about the product?
Accurate information was provided quickly and in an efficient format. I was able to follow the script sent by the agent point by point and I was able to resolve my issues quickly.
What do you dislike about the product?
Really not much to dislike, I find the User Interface a little challenging with Zendesk however the agent was able to point me in the right direction to get the issue resolved.
What problems is the product solving and how is that benefiting you?
I was unable to find why I couldn't add a user as we already had the email assigned to an 'end user' rather than an admin. Also needed clarification on the chat vs Support options.
Help support
What do you like best about the product?
Response time and clarity. Knowledge, understanding
What do you dislike about the product?
waiting time and not instant support. Need to log in and chat again and again.
What problems is the product solving and how is that benefiting you?
About clarity on menu items in the Agent workspace
Great platform for tickets, helpcenter and chat.
What do you like best about the product?
I have had a good experience of working with Zendesk on a daily basis. It's great that the support ticket system and chat are all on the same platform. For our agents it's easy to work with.
What do you dislike about the product?
As an administrator it's sometimes hard to find out where the right settings can be found. Also in the new workspace, instead of the subject, the requester name is shown in the tab title of the tickets which is confusing.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to keep track on incoming tickets. It gives us the opportunity to communicate with our customers in different ways and to make sure we can help them in the best way possible.
Positive experience
What do you like best about the product?
Support is very helpful and is available pretty quickly. Creating the organizational structure and building out the routing is made easy by the UI which is very user-friendly and intuitive.
What do you dislike about the product?
At first, I did not like the fact that I would have to open tickets online and didnt have a phone number to call for support. Got over it quickly once I saw that support responds very fast.
What problems is the product solving and how is that benefiting you?
I havent used this product much yet. I plan to build out comprehensively in the coming days. There is alot of wealth in all of the features and modules offered.
Figured out my issue immediately
What do you like best about the product?
Once connection was established, a tech was there to provide a solution/answer
What do you dislike about the product?
it was hard to figure out where to get the support- even an email wasnt available without having to navigate through a bunch of "FAQ's"
What problems is the product solving and how is that benefiting you?
my immediate concern of fraud within our support
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