Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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How Zendesk becomes your startup's Support engine
What do you like best about the product?
- Support agents can be onboarded within minutes of signing up to the platform.
- Startup of any size can use Zendesk as their support software
- Reporting and analytics that directly contributes to the retention rate.
- Startup of any size can use Zendesk as their support software
- Reporting and analytics that directly contributes to the retention rate.
What do you dislike about the product?
- Pricing, it's expensive for smaller startups with no revenue to use the startups from day one.
- Other competitors like Freshworks, and Salesforce comes with a suite of products to stay in the ecosystem, and Zendesk was late to that adoption.
- Other competitors like Freshworks, and Salesforce comes with a suite of products to stay in the ecosystem, and Zendesk was late to that adoption.
What problems is the product solving and how is that benefiting you?
-Scaling customer support team, and have multi-channel access to customer enquires in one platform.
- Multi-Language support is crucial for global companies is managed seamlessly.
- Multi-Language support is crucial for global companies is managed seamlessly.
Easy to use
What do you like best about the product?
ZenDesk is very easy to use in regards to assisting customers. It's also simple to add additional required fields to tickets,if you want to track things like reason for contacting.
What do you dislike about the product?
The reporting can be confusing. Also the default CSAT ratings are unhelpful as they are only based on responses to the survey, not compared to how many tickets were actually solved. So, if you only receive 2 CSAT responses and one is bad, you get a 50% even if you actually handled 300 tickets.
What problems is the product solving and how is that benefiting you?
It is allowing us to interact with and support our customers in an easy, consolidated manner. It's much more convenient having all of the support channels funneling to one place.
Customizable to your business
What do you like best about the product?
I do like that they have so many features t
What do you dislike about the product?
I like that they have so many features that you customize to help with your ticket flow. You can also choose what you want enabled and build triggers to help automate different processes.
What problems is the product solving and how is that benefiting you?
They have been helping me lately with getting out CSAT reporting up. Although I was having major issues with digging throughout their help center to find the answers.
Very configurable product, able to build up on processes, change and adapt
What do you like best about the product?
views and dashboards are very useful and easy to use
What do you dislike about the product?
nothing showstopping, some of the screen require ability to alphabetically sort
What problems is the product solving and how is that benefiting you?
tracking tickets, assigning to groups and showing ownership
Quick, kind and clear support
What do you like best about the product?
Service is useful and quick. Answer arrives after a couple of minutes
What do you dislike about the product?
Direct link to articles without have the response in the chat
What problems is the product solving and how is that benefiting you?
implementation of new channel, setup and clarifications
Gained a warm and useful support from Junilyn Legario
What do you like best about the product?
It seems like I can ask any questions relating to Zendesk.
What do you dislike about the product?
I don't know exactly what is Zendesk's working hours. Sometimes, I got slow responses, and at that time I haven't been at my PC already.
What problems is the product solving and how is that benefiting you?
Making a report
Flexible, mature, customer-success focused tool that is central to our Customer Success and growth
What do you like best about the product?
Built-in functionality to both implement and operate our support processes and manage customer satisfaction for our growing product
What do you dislike about the product?
Minor issue but sometimes the product has grown so rapidly that some features and terminology has changed
What problems is the product solving and how is that benefiting you?
Customer Support for a growing product and team that is flexible enough to allow us to avoid hardening too many processes, allowing us flexibility
Zendesk Support Suite - excellent for businesses looking to streamline customer support.
What do you like best about the product?
Very easy to manage from an administrative standpoint - very easy to organize workflows from a user perspective.
What do you dislike about the product?
Needing to have separate applications open to view history of chats when an end-user creates an email ticket.
What problems is the product solving and how is that benefiting you?
Made it easy to service customer's questions and issues in a VERY timely manner. We've been able to service all member requests within minutes instead of days compared to other companies that we've dealt with.
Recommendations to others considering the product:
Zendesk Support Suite is an incredible tool if you're looking to streamline your customer support processes.
A great suite product to configure and start with.
What do you like best about the product?
The detailed help center articles.
Easy to use admin center.
Events section on all the tickets.
Easy to use admin center.
Events section on all the tickets.
What do you dislike about the product?
Not easy to do basic stuff like child ticketing etc.
The help center is a bit difficult to configure.
The help center is a bit difficult to configure.
What problems is the product solving and how is that benefiting you?
We are trying to scale up our support tickets and Zendesk being our channel partner is helping us solve this, with a data-oriented approach.
Recommendations to others considering the product:
Always review the Zendesk suite plans while you are looking at different CRMs in the market. It's a must-have CRM for every organization.
Great support
What do you like best about the product?
There are a lot of technical settings, you don't understand at first. And if I do not come right with the support suite the customer support in the chat function answered quickly and was very patient with my questions.
What do you dislike about the product?
It may seem confusing at first to go through all the small settings. I have to read sometimes through it 2-3 times to understand what i being said and what needs to be changed in order to fix the issue.
What problems is the product solving and how is that benefiting you?
Emails did not send out, so although we answered all emails the customer did not receive the mails, which can cause bad reviews in our business. Now all settings are correct and we hope we don't have the problem in the future.
Recommendations to others considering the product:
Zendesk is pretty simple to use. You may need some setup guide when programming it for more advanced settings but their support is great.
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