Zendesk Suite
ZendeskExternal reviews
6,764 reviews
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Efficient Automation, Needs Better Telephony
What do you like best about the product?
I appreciate how Zendesk for Customer Service helps in managing transactions and assists with payment confirmations effectively. I also find it useful for closing up any ongoing transactions. The triggers and automations are particularly valuable as they allow us to regularly keep our customers updated while we handle background tasks during transactions.
What do you dislike about the product?
I would say that our phone system that we currently use through Zendesk could be improved. It took us about two hundred and eighty hours to set up everything when we initially did.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to manage quote forms, phone calls, and text messages to move material. Triggers and automations help keep customers updated during transactions, enhancing communication and efficiency.
Works Great for Our Company
What do you like best about the product?
The time and efforts it has to help us. The upsides include it's reliability and timing.
What do you dislike about the product?
I don't have anything about it being less helpful. There are no downsides
What problems is the product solving and how is that benefiting you?
The analytics for my team and the recent upgrades to the service.
Seamless Integration That Just Works
What do you like best about the product?
Integration with our other systems. AI capability for end users and the ability to review what type of issues are being received.
What do you dislike about the product?
The clear understanding of what changes effect the downstream.
What problems is the product solving and how is that benefiting you?
The reason our customers are contacting us and enabling us to better serve them.
Powerful, Flexible Reporting—With a Bit of a Learning Curve
What do you like best about the product?
The flexibility and the information I can find in reporting. There is so much potential.
What do you dislike about the product?
It is so flexible that it can be a little confusing or understanding the impact of the changes can make.
What problems is the product solving and how is that benefiting you?
We are very new to the system, less than 3 month. Right now the goal was to get us all in one platform at a time and start working in the same way. We are still trying to get to that point.
Automates Customer Service, Needs Better Setup Support
What do you like best about the product?
I like the ability of Zendesk for Customer Service to offset interactions with our human staff by automating many tasks, which helps us resolve issues more promptly.
What do you dislike about the product?
I found the setup of Zendesk for Customer Service a little complex for the team initially doing this. Also, having more support from their staff would help us set up properly and ensure we're using it to its fullest potential.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to resolve issues with agents seeking support, tools, or handling disputes. It automates many interactions, allowing us to resolve issues more quickly.
Everything in One Ticket—A Great Zendesk Experience
What do you like best about the product?
I love a number of things about Zendesk as I have used it in my career. I love how everything is in one ticket.
What do you dislike about the product?
I did not like working with some of the service partners because they were not as knowledgeable as I would have expected from Zendesk "experts."
What problems is the product solving and how is that benefiting you?
Everything is one place
Easy to Use and Highly Scalable
What do you like best about the product?
Ease of use and scalability. It makes it easier for agents and customers to interact, which helps conversations feel smoother and more straightforward.
What do you dislike about the product?
The analytics aren’t that great, and they’re difficult to customize.
What problems is the product solving and how is that benefiting you?
Analytics have continued to be a pain, but they’re working with additional copilots to improve things.
Tracking Agent Replies: Helpful, but Could Be Improved
What do you like best about the product?
Tracking agent replies in the day to day.
What do you dislike about the product?
Tracking agent replies using past months knowledge
What problems is the product solving and how is that benefiting you?
It is solving for volume which is helpful for our influxes
If you want some Zen in your life...use ZENDESK
What do you like best about the product?
We love using Zendesk for our staff and student support. The ease of use is wonderful and our agents and end-users have no trouble navigating the UI.
What do you dislike about the product?
Nothing! We love our Zendesk platform! I only wish we had the money to upgrade to the Enterprise level!! :)
What problems is the product solving and how is that benefiting you?
It enables our staff and students to get the help they need ASAP!
Invaluable Daily Workflow Tool with an Intuitive, Thoughtfully Designed Interface
What do you like best about the product?
Zendesk has become invaluable to my day-to-day workflow. The interface feels thoughtfully designed, and its features are fairly easy to understand, even for users who are new to the platform.
What do you dislike about the product?
I’d have to say my main issue is that I can’t merge tickets without manually clicking the option about whether the requester is notified. I never want the requester to be notified when a ticket is merged. That option should be unchecked by default, and only checked if you actually want to notify the user.
What problems is the product solving and how is that benefiting you?
It helps me efficiently manage our inbound ticket requests.
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