Zendesk Suite
ZendeskExternal reviews
6,627 reviews
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Helpful for scaling, but makes most things more complex than they need to be
What do you like best about the product?
I like that we can use integrations like FactBranch to pull up relevant customer info and make it faster & easier to respond to customer inquiries. Also, it's good to have everything in one place (talk and support)
What do you dislike about the product?
We switched over to Zendesk from HelpScout, and found that Zendesk was for more complicated to use. Tagging and pulling reports is not as simple and easy to use as HelpScout, though Zendesk does offer more complex reporting.
What problems is the product solving and how is that benefiting you?
We use Zendesk to provide customer support. We also use Zendesk Explore to get insights into our customers and see trends in the data through tagging. We use these insights to drive our product development
Recommendations to others considering the product:
HelpScout
Best Customers Support
What do you like best about the product?
Being marketer with small business I have to manage customer support myself where Zendesk helps me to to this. Quite easy to handle and best thing is the email support.
What do you dislike about the product?
Nothing to dislike in this product, while this app help me to solve customers problem.
What problems is the product solving and how is that benefiting you?
We are running the small business for marketing and advertising where our customer always demand for support portal instead of sending mail. We used it for create ticket, follow up and many more.
Recommendations to others considering the product:
Customers support essential for your business many a tool is there but Zendesk is reliable for business & customers as well.
It needs a lot of work
What do you like best about the product?
I liked that Zendesk usually accomplished what we needed it to, but it constantly crashed or malfunctioned, slowing my team and impeding their stats
What do you dislike about the product?
It constantly crashed or malfunctioned, slowing my team and impeding their stats
What problems is the product solving and how is that benefiting you?
We used zen desk to reply to tickets and to call couriers, customers, merchants, and internal communication about CX/PM/MX related content
Recommendations to others considering the product:
If you do implement zen desk, please ensure that you are communicating with their team about size of company, expected same time usage, etc.
Great product
What do you like best about the product?
Helpful and engaging customer support who goes above and beyond to assist. Easy user layout and answer bot.
What do you dislike about the product?
Scaling prices for larger teams and have ability to add more light agents at a lower price.
What problems is the product solving and how is that benefiting you?
Use for all of our support needs.
Zendesk is just OK
What do you like best about the product?
Zendesk is a rebust helpdesk ticketing system and is pretty easy to use. It doesnt have a great learning curve.
What do you dislike about the product?
It feels a bit sluggish at times and there are times when the service goes down.
What problems is the product solving and how is that benefiting you?
This was the main IT ticketing system in use by my company. It did the job in most areas and even helped to realize IT help desk goals by providing faster service to end users.
Cool way to integrate chat into our e-commerce site
What do you like best about the product?
It pops up instantly to chat when customer is shopping offering a easy-to-use support system for customers as they are navigating our pages.
What do you dislike about the product?
Customer support is quite bad and there tend to be lots of bugs. We had lots of IP whitelisting issues while integrating.
What problems is the product solving and how is that benefiting you?
Provide the ability for customers to always have the ability to get help wherever they are in our web application
Recommendations to others considering the product:
Definitely be aware of the customer support issues when trying to integrate. We ended up pulling it from our system after too many headaches and chose an alternative route.
Works well for communication with Inbound calls
What do you like best about the product?
Makes taking Inbound customer calls easier to take and document.
What do you dislike about the product?
Nothing to dislike, easy to use and be useful for business purposes.
What problems is the product solving and how is that benefiting you?
Customer service and satisfaction documentation best used
The Love of ZD
What do you like best about the product?
I love that the platform allows you to have a one stop shop experience.
What do you dislike about the product?
I dislike that the platform can sometimes be a bit glitchy.
What problems is the product solving and how is that benefiting you?
We are answering email, calls and text messages while using the platform.
Recommendations to others considering the product:
There is nothing that I have to say.
Useful
What do you like best about the product?
Integrates into the ticketing system easy to use
What do you dislike about the product?
I don’t have anything negative to say about the product
What problems is the product solving and how is that benefiting you?
With zen desk talk it’s easy to deal with customers while working on support tickets
Meets Requirement. Has Scope of Improvement
What do you like best about the product?
The support ticket creation feature is easy to use.
What do you dislike about the product?
If there are Multiple Categories, the option to choose options from each subcategory can be made easier.
What problems is the product solving and how is that benefiting you?
Internal IT support
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