Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Powerful but User Friendly
What do you like best about the product?
Very customizable! Easy to set up and implement however your business needs. Appreciate the ease of setting up canned responses and the UI is by far the best around.
What do you dislike about the product?
There's a LOT to learn in the explore reports and it can sometimes be difficult to nail down the right conditions for an automation. Would love to see more built in reports for some of the more basic things like agent by agent solve rates or week over week volume.
What problems is the product solving and how is that benefiting you?
Makes it easy to set up an all in one support queue with email forwarding, automatic responses, etc. Our team also uses the sales feature to bring in new business.
Zendesk - Customer Experience, Customized!
What do you like best about the product?
I use Zendesk Support daily and I like how I can customize the features. It lets me automate my work and inbound ticket volume, which reduces errors. I like how I can also get detailed reporting on interactions with customers and agents. Keeping your inbound concerns sorted can be difficult, but through the use of Groups and specialized Views, Zendesk makes it easy. I can assign my teams to specific groups, and hide any irrelevant tickets. This allows the team to focus on the most appropriate task and not get distracted with secondary items. External users and organizations can also be customized, this allows me to further automate my processes and make sure that tickets get where they need to go as soon as they are created. Zendesk also has a great product support team available via chat, they provide prompt responses and pictures also.
What do you dislike about the product?
Zendesk does have a learning curve and requires input from the users to fully utilize its benefits. The amount of customization, while beneficial, can be intimidating for some. Zendesk makes training courses available, some are free while others have a cost associated. There are times when Zendesk releases a new feature, and although there is a great community for support it can be hard to find details on the release. I would like to see more availability for these updates, keeping them more frequent.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me track who is contacting the team and why. I can easily track tickets using tags, types and dropdowns. Using the SLA feature has also allowed me to focus on hitting "targets" and tracking our success. I can also reward the team here for consistently achieving results. I really like that I can save time, improve accuracy and reward my team all within a single app. The Knowledge Base allows us to maintain our information in one place.
Recommendations to others considering the product:
Let Zendesk work for you! Take advantage of the automations and features.
They got back to me quickly and with great detail on how to fix my login issue
What do you like best about the product?
The chat support. I had it up while I was completing other tasks. This was perfect for what I was needing because I had to jump on a staff meeting and was unable to talk on the phone so having the option for chat support was fantastic!
What do you dislike about the product?
There was nothing to dislike as I was able to complete what I needed help with. As of right now I can't think of a single thing that is prohibiting me from completing tasks and keeping me organized.
What problems is the product solving and how is that benefiting you?
I was having troubles with logging in outside of just "resetting my password." Without having access right away I was not able to do any business which would have had a massive impact in a negative way if this was not taken care of.
A very good place with lovely environment
What do you like best about the product?
A very good learning.
Super Support
Supportive management.
Super Support
Supportive management.
What do you dislike about the product?
Nothing as of now all good
Will definitely let you know if any
Will definitely let you know if any
What problems is the product solving and how is that benefiting you?
A platform for handling customer support operations
Recommendations to others considering the product:
It's the best and flexible support for everyone
I love the functionality of Zendesk
What do you like best about the product?
Overall, I love the functionality of Zendesk. However, there are some changes made with the last update that I've not too happy about.
What do you dislike about the product?
However, there are some changes made with the last update that I've not too happy about.
What problems is the product solving and how is that benefiting you?
It's helping me as a queue coordinator to run reports to get the data that I need for my Team
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.
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