Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Fast, efficient and graceful
What do you like best about the product?
The clarified way that the articles are done, as well as the simple and friendly manner the agents communicate and put effort into resolving the problem.
What do you dislike about the product?
There are some behaviors needed, for example, creating follow-up tickets without all information from past tickets or the possibility of updating information on closed tickets.
What problems is the product solving and how is that benefiting you?
It is accelerating our client communication and helping us keep the workflows organized, for customers and employees.
Easy, professional and helpful.
What do you like best about the product?
Easily understandable, fast, able to track tickets with precision.
What do you dislike about the product?
The email responses sometimes end up in SPAM folders, meaning customers dont always get our reply.
What problems is the product solving and how is that benefiting you?
How to handle customer service in general, but mostly its about following up and helping our customers. Making us a friendlier company :)
Solved my issue quickly
What do you like best about the product?
The easy web wedgit function is great while I'm working and have other tabs open
What do you dislike about the product?
Would be good if it had a notification sound
What problems is the product solving and how is that benefiting you?
Agent/account access
Stable framework with sufficient options to customize
What do you like best about the product?
- allows for a quick start without development effort
- can be enhanced by setting up advanced trigger logic and connecting external systems. That requires quite some effort, but is worth it!
- easy to understand trigger logic
- easy to understand help center structure
- option to connect muliple communication channels
- can be enhanced by setting up advanced trigger logic and connecting external systems. That requires quite some effort, but is worth it!
- easy to understand trigger logic
- easy to understand help center structure
- option to connect muliple communication channels
What do you dislike about the product?
- the single sign on feature applies to the entire help center. If you use multiple Help Center for different customer groups you need to build a workaround.
- nested trigger conditions can only be applied with a work around
- nested trigger conditions can only be applied with a work around
What problems is the product solving and how is that benefiting you?
We classify incoming customer support requests from various channels, route them to the right support team, enrich tickets with external information, prioritize tickets within a team and automate the resolution to a great extent. This framework allows us to scale customer support.
User friendly
What do you like best about the product?
The way it was constructed is awesome to use. The issues which the customers were raising, this platform makes it easy to describe their needs.
What do you dislike about the product?
Sometimes the chats it would disappear and we don't have the option to save the chats
What problems is the product solving and how is that benefiting you?
The cost its bit higher, if the cost its bit less then lots people can use of it
Very professional and integral tool
What do you like best about the product?
It may sound basic, but being able to collect customer information, ticket history, and even get meaningful data from the tool makes a very powerful helper for any Customer Success, Customer Support and Product team.
What do you dislike about the product?
I haven't had anything I didn't like so far. I've been using it for over a month now and it does what it tells you that it should do. One thing I remember, though is that their help center replies not so often. Maybe because we're a newer account, but it's something that we've noticed already.
What problems is the product solving and how is that benefiting you?
As I mentioned before, the ability to collect information not only from this ticket, but collect all tickets from the same account on a specific ticket history, makes it super easy to detect major issues in one account, create reports for EBRs, etc. We used another tool that was crazy when trying to collect info.
Simple & Powerful Support Suite.
What do you like best about the product?
Very simple to use i.e user-friendliness.
What do you dislike about the product?
No downsides noticed yet. I dislike some custom plugins that mess up the support suite.
What problems is the product solving and how is that benefiting you?
Zendesk makes the Customer Support & Success workflow very easy. It is also highly customizable.
Zendesk is easy to implement and maintain
What do you like best about the product?
It is very easy to create triggers/workflow rules.
What do you dislike about the product?
Ticket sharing and analytics could use some work.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to manage support requests.
Zendesk Review
What do you like best about the product?
Zendesk is pretty easy to navigate and keeps our tickets well-organized.
What do you dislike about the product?
There are times I need immediate assistance and had to submit a ticket instead of using an instant chat window. That being said they responded to my ticket very quickly and got my issue resolved.
What problems is the product solving and how is that benefiting you?
The Zendesk support agent was very helpful with my trigger (view) issue. They responded right away and provided helpful screenshots and an explanation.
Super useful for automating customer support features
What do you like best about the product?
Triggers and Automations help manage our customer interactions and allow us to prioritise issues in real time
What do you dislike about the product?
Customer support can take some time to reply, but they are very helpful and can usually fix my issue very quickly when they get in touch
What problems is the product solving and how is that benefiting you?
Automating the categorisation of our customer contacts has removed the need for a supervisor to sit and assign work
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