Zendesk Suite
ZendeskExternal reviews
6,650 reviews
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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
User friendly portal
What do you like best about the product?
Gives us the convenience to follow the progress on each case. This is definitely something I as a user would recommend.
What do you dislike about the product?
There is nothing I don't like at the moment.
What problems is the product solving and how is that benefiting you?
This is helping me track the progress of tickets that are raised by our customers. As this is visible to both us and the customer simultaneously, it is very transparent in managing.
Simple to use, powerful integrations
What do you like best about the product?
Great workflow for managing tickets. It's easy to categorise and respond.
What do you dislike about the product?
The lack of automatic refreshing of some views is unhelpful.
What problems is the product solving and how is that benefiting you?
Being able to track outstanding tasks and tickets in a simple view, allowing users to respond and updated with what they need help with.
Awesome ,user friendly application
What do you like best about the product?
A quick and user friendly application. Resolves issues.
What do you dislike about the product?
If can add or share photos as well as videos
What problems is the product solving and how is that benefiting you?
I am working as a technical support specialist receiving Complaints from customers, globally. Zendesk helps me to support them quickly.
Would help to understand the support software requirements and tarined in it.
What do you like best about the product?
Unique learning and understanding factor
What do you dislike about the product?
There is nothing as such which i don't like
What problems is the product solving and how is that benefiting you?
It rolls out the solutions, team members. Organised them into group, assign admin user roles, creates any custome user profiles that users need.
Quick turn around and helpful staff
What do you like best about the product?
The way that the bot is not obstructive.
What do you dislike about the product?
the wait to get through to agents which can sometimes take up to about 30 minutes. However the email function once someone gets your ticket is good
What problems is the product solving and how is that benefiting you?
whenever i need help i am able to click the button for online agents
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