Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Easy to use
What do you like best about the product?
It's easy to use and fix old information.
What do you dislike about the product?
many different intens that need to be upgraded
What problems is the product solving and how is that benefiting you?
Reduces customer service contacts
Zendesk is a well organized and complete tool for any support team
What do you like best about the product?
Suite is a really complete of tools that covers almost all needs
What do you dislike about the product?
You need to upgrade your license if you need only one more tool than previous package, no way to only acquire it for 1 user as an example
What problems is the product solving and how is that benefiting you?
Customer support communication is fluent an organized
Robust Software but not as customizable as they make it seem
What do you like best about the product?
Very robust offering and can easily scale with a growing company
What do you dislike about the product?
I was told that I could fully customize the tickets, which was partially true at best
What problems is the product solving and how is that benefiting you?
I needed a ticketing solution to keep my inbox clean from clients and back and forth emails with VA solving tickets
It is comprehensive and provides complete service solution.
What do you like best about the product?
It is easy to use, clean UI and all-rounder.
What do you dislike about the product?
I didn't find any problem during the usage.
What problems is the product solving and how is that benefiting you?
Excellent customer satisfaction and easy to use.
Recommendations to others considering the product:
Excellent product for all-round customer satisfaction.
Zendesk Support Suite is a must for your team!
What do you like best about the product?
It integrates very well with your organization's knowledge base articles or internal release notes. It also gets linked easily to other third-party ticketing tools like Jira.
What do you dislike about the product?
Personally, I have never had any bad experience with Zendesk.
What problems is the product solving and how is that benefiting you?
It provides complete omnichannel support solution which benefits our organization tremendously.
Need improvements
What do you like best about the product?
The range of support Zendesk provides is very good. Zendesk ticket tool is very good.
What do you dislike about the product?
Zendesk's support team is something that needs a lot of improvement. They generally are unable to understand the problem statement. Integration between ticketing and Zendesk chat could've been better. Explore needs better UI and a lot of improvements in terms of being user-friendly.
What problems is the product solving and how is that benefiting you?
It is ticketing tool, which helps in calling and chats and analysing data.
Awesome for any small to med business
What do you like best about the product?
Reporting gives great insight, it can take some getting used to however once you got it you're flying.
What do you dislike about the product?
The fact that if you are a B2B business. Many of your other teams are on other CRMs and integration can be clunky. 1 customer journey isn't nessicerily seamless
What problems is the product solving and how is that benefiting you?
Collecting CSAT from end-users has been extremely valuable and simple to set up
It is a very good platform.
What do you like best about the product?
Updates, solutions to problems, and their integrations
What do you dislike about the product?
Messaging, especially through WhatsApp, which does not allow integration with an API and requires us to contract CRM tools separately.
What problems is the product solving and how is that benefiting you?
The unification of the work board, the automation of some tasks, and the time and cost that benefits us.
Recommendations to others considering the product:
It is a platform that allows you to organize, manage, and excellently handle the customer base you have for your company, providing the possibility to find better quality solutions for those who trust us.
Product Review
What do you like best about the product?
Full ability to customize for your business needs
What do you dislike about the product?
Note easy contacting Support for assistance. Dump the AI and return to a more social holistic chat approach. Legacy AI
What problems is the product solving and how is that benefiting you?
They have a fantastic Guide Community, and how the Live Chat and tickets are integrated into one workspace, as well as social apps(FB, IntstaGram, Tiktok)
Recommendations to others considering the product:
None at this time
Many operativities presented for self help with the assistance of KBAs
What do you like best about the product?
The friendliness and speed. 48 hours max
What do you dislike about the product?
inability to get a rep on the line in realtime
What problems is the product solving and how is that benefiting you?
Tracking of customer support requests and agent productivity
Recommendations to others considering the product:
Make sure to have your data clean prior and your SLAs established
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