Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Great support
What do you like best about the product?
They are quick to help and try to assist at their best, when they find the situation but is hard for them to follow you until you have show them proof as if they were not understanding you.
What do you dislike about the product?
Sometimes they don't understand what your issue is, and they lack of responses because of that, you need to provide them screenshots so they can understand and its annoying.
What problems is the product solving and how is that benefiting you?
Improving the platform and making it easier for us to use, but sometimes the responses doesn't show at the moment, you have to open twice or 3 times a ticket so it shows, needs to be improved.
Recommendations to others considering the product:
GOOD FOR WORK
Quick and prompt resolution. Thank you Venn!
What do you like best about the product?
Quick resolution / working in tandem was extremely helpful
What do you dislike about the product?
Wish the general support community had more articles on troubleshooting /more training options
What problems is the product solving and how is that benefiting you?
User interface
Best support
What do you like best about the product?
Feature about the chat support i like the most
What do you dislike about the product?
Everything is good so far there is nothing to dislike about zendesk
What problems is the product solving and how is that benefiting you?
It provides consistently support to all user with real time 24*7 which i liked the most
ZenDesk is a very robust scalable solution
What do you like best about the product?
I like the configuration options that ZenDesk offers. It is extremely granular which helps me to support the various teams that use it. The UI is very intuitive as well.
What do you dislike about the product?
ZenDesk has worked well for me overall. I think the cost is slightly prohibitive but it is one of the industry standards for ticket organization. The one downside is the new "team" organization in the admin console.
What problems is the product solving and how is that benefiting you?
ZenDesk helps us to consolidate our support requests that come in. ZenDesk increases productivity insofar as we are able to clearly track ticket metrics and respond efficiently.
Recommendations to others considering the product:
Consider using ZenDesk for your ticketing queue needs! They are a solid organization and their support team is excellent!
Good product.Can do a better job at UI/UX
What do you like best about the product?
Ticket management, Customisable. Apps integration
What do you dislike about the product?
UI/UX needs improvement. A bit of gamification in the UI and fancy dashboards is the way for them to become market leaders.
What problems is the product solving and how is that benefiting you?
Helps me manage clients efficiently.
Great service
What do you like best about the product?
Over the past 3 years, I have found Zendesk to be a very useful system. Its quick and easy functionality makes dealing with customer queries simple and efficient.
What do you dislike about the product?
I would prefer if Zendesk brought back the "sort by subject" functionality as this is something my team used on a daily basis.
What problems is the product solving and how is that benefiting you?
Zendesk support are very helpful. They answer all queries very quickly and prove have extensive knowledge of how to get the best out of zendesk
Great support
What do you like best about the product?
I had an issue that another user had experienced on the community forums, however, there was no resolution identified yet. I contacted ZD support through the chat option and within a short period, I had a representative that was able to check with his team and provide the correct feedback needed to resolve the issue. It was a front-end bug and only affected a single user in my organisation, however they knew how to fix it.
What do you dislike about the product?
In the past, my organisation have had issues that Support couldn't seem to fix or identify properly. Having to go through multiple levels or 'tiers' of support with long wait times in between just to have someone ask you to explain the issue again and be told you need to be sent to the next level of support was frustrating. Since then though the online community forums and resource materials have increased dramatically and finding solutions for yourself is easier than ever.
What problems is the product solving and how is that benefiting you?
We were experiencing a Front-end bug where a rogue i-frame was appearing in the top left corner of the Zendesk page, blocking the ability to click the 'Home' or 'Views' tabs and also preventing the ability to create new tickets. Support was able to recommend a solution that ended up fixing the problem, however, it appears that why the issue itself is occurring needs to be reviewed by the Dev team.
Easy to use!
What do you like best about the product?
Having one platform that we can use to reply to users between all methods of contact is very useful- being able to email a client when they are chatting in and not lose your place is truly life changing for anyone that is in customer service.
What do you dislike about the product?
The only downside I have is that puling reports in the dashboard can be a bit confusing at first- you have to really pay attention to what you are asking for in order to get the results that you need.
What problems is the product solving and how is that benefiting you?
There isn't a specific problem that is being solved, however, in general whenever there is any sort of problem or issue, it is resolved insanely quickly which is very helpful whenever you are dealing with customer service!
Recommendations to others considering the product:
Get it!
The most comprehensive support tool.
What do you like best about the product?
It has everything built into it, in addition, everything is customizable according to the business needs.
Also you can switch between Tickets, chats, calls with one click.
Also you can switch between Tickets, chats, calls with one click.
What do you dislike about the product?
Nothing to dislike, everything is working as intended, it seems that they go through enough testing before releasing any version to the businesses as so far we did not encounter any bugs.
What problems is the product solving and how is that benefiting you?
Customer support channels are directed into one simple interface with the ability to view and analyze as needed, big part of Zendesk is it simplicity in retrieving analytic data.
Recommendations to others considering the product:
Follow the instructions provided with the suite, it is usually more than enough.
My experience was fast service, issue was quickly diagnosed and a solution was offered easily.
What do you like best about the product?
I like being able to use it while I'm still working on other things. It doesn't slow down my productivity.
What do you dislike about the product?
Nothing at all, nothing to dislike, really.
What problems is the product solving and how is that benefiting you?
I needed help getting permission for the Zendesk mic through my browser.
Recommendations to others considering the product:
Be patient and try to be as concise as possible with your issue as well as give plenty of detail so that they can be more efficient in solving your problem.
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