Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Good Suite but could be better
What do you like best about the product?
The views and Notifications are good, support is good
What do you dislike about the product?
The range of developement is not good, reporting options are very less
What problems is the product solving and how is that benefiting you?
It helped my team to provide support to end user based on email, chat and other options
Strong platform to provide support, Getting support from the company needs work
What do you like best about the product?
The modularity and customization of the platform is excellent. Overall, the functionality is integral to our business and the ability to directly integrate into our SAAS platform was key to remaining a customer
What do you dislike about the product?
The overall customer support of this customer support platform leaves room to be desired. There is a lot of documentation but it feels incomplete, scattered or out of date and an over-reliance on community answers.
What problems is the product solving and how is that benefiting you?
As a platform, it allows our customers multiple paths to reach support and the flexibility of Side Conversations and the Slack integration are invaluable to our daily operations
Very user friendly ticketing system
What do you like best about the product?
I like the option to use personalized macros and shortcuts very much. It saves a lot of time while working on tickets.
What do you dislike about the product?
I want to be able to favourite/bookmark my macros, which are not yet available.
What problems is the product solving and how is that benefiting you?
Duplicate tickets are automatically closed out by Zendesk itself, without manual checking which saves more time.
Strong, user-friendly omni-channel customer experience solution
What do you like best about the product?
Zendesk allows requesters to raise a question or concern in a variety of ways (channels), ranging from email to phone to text to chat to messaging and even social. The real power of Zendesk is being able to easily see all of the queries raised by someone in a single place and being able to respond in the most appropriate channel even if that differs from the original method of the inquiry.
What do you dislike about the product?
While Zendesk has improved its product communications, I still "stumble upon" new features that I at least did not see in their announcements. In addition, I have worked with three organizations recently who are leaving Zendesk for another tool due to the lack of native support for ITSM.
What problems is the product solving and how is that benefiting you?
Zendesk is an easy tool for "agents" to learn to use to provide timely responses to clients / customers and provides strong reporting and analytics through the Explore tool for management to keep a pulse on the service to customers.
Streamling CS 85% great, 15% unnecessarily complicated
What do you like best about the product?
The personalized organization I can do for my organization and work tasks. I love being able to create my own tags and fields for different sort of operations.
What do you dislike about the product?
Sometimes the jargon they use is unnecessarily complicated. I often find myself on help articles trying to understand their vocabulary. It can be very time-consuming looking through their articles, some of which are dated, to find what exactly I'm looking for. You will often find many users requesting a simple feature over many years, which never gets implemented or commented on by ZenDesk employees. Perhaps we're using a more limited version, but I think the "word cloud" feature should be greatly improved upon.
What problems is the product solving and how is that benefiting you?
It streamlines customer interactions and stores them for easy recovery/creating insights based off of user behavior with our product. It's improved our ability to quickly respond and help our users.
It was a good experience
What do you like best about the product?
It is fast at the time to organize all the daily tasks
What do you dislike about the product?
Is not much friendly when you want to add externas mails to New areas
What problems is the product solving and how is that benefiting you?
How to configurate SpF emails, cause i Stiller doesnt configurate the externals emails, is benefiting me cause i am adding some new areas
Great tool, lacking in data exploration
What do you like best about the product?
I've been using Zendesk for about 5 years and it has essentially become a business standard. There is a good reason for that -- it's a well-rounded tool that is easy to learn and offers webhooks and custom integrations to link to other SaaS tools.
What do you dislike about the product?
The lack of data and data exporting is extremely challenging. Any data related to queue escalations, timestamps for events added (such as a tag), or keyword tracking is simply not available.
What problems is the product solving and how is that benefiting you?
Ultimately, Zendesk allows us to easily respond to and track user issues.
Pretty Good
What do you like best about the product?
Lots of features, third party integrations
What do you dislike about the product?
Buggy, weird automation/trigger limitations
What problems is the product solving and how is that benefiting you?
Managing ticket flows works well
Zendesk for your support needs
What do you like best about the product?
Zendesk helps to manage customer requests pretty well. Effective management helps to maintain a decent response time thereby making the customers satisfied. The reporting tools in Zendesk also helps a lot.
What do you dislike about the product?
The reporting tool sometimes is a little unclear on what is actually being shown. A little explanation of the attributes can help in better understanding.
What problems is the product solving and how is that benefiting you?
Easy management of support requests. Decreasing the First response time and increasing the CSAT.
Best tool for supporting our clients
What do you like best about the product?
The Macros feature helps in saving time, We can save the common query answers as macros and easily send them to clients.
What do you dislike about the product?
Zen desk struggles to work with low internet speeds.
What problems is the product solving and how is that benefiting you?
I am into customer support and the zen desk helps to organize and resolve the email queries from my customers.
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