Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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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 we can add or share photos as well as video
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.
Zendex is easy to use and easy to understand.!
What do you like best about the product?
Quick and many solutions. Easy to use. Best chat support.
What do you dislike about the product?
Sometimes it won't allow to call a user.
What problems is the product solving and how is that benefiting you?
Once user wants to clear their stuck queue so I just search for it and Zendex gave me a very easy and effective steps very quickly.
Recommendations to others considering the product:
Zendex is the best ticketing tool according to me.!
Very good!
What do you like best about the product?
It is a very important tool for work.
What do you dislike about the product?
There are no contraindications for Zendesk, it is very good.
What problems is the product solving and how is that benefiting you?
There are numerous options to describe the improvements of Zendesk.
Recommendations to others considering the product:
Feel free to use the Zendesk Support Suite.
Patient & Thorough
What do you like best about the product?
I like that the reps are dedicated to finding solutions and do not give up when initial solutions fail.
What do you dislike about the product?
The only downside is that responses can be pretty slow, approximately one per day was my experience, meaning it can take several days for a solution.
What problems is the product solving and how is that benefiting you?
They solved my password issues which is helpful because it solved interruptions to my workflow.
Recommendations to others considering the product:
Highly recommend
Great tool to manage Customer Service in various channels
What do you like best about the product?
It's mostly easy to use and manage, I li
What do you dislike about the product?
Some improvements fail and some are replaced by new products
What problems is the product solving and how is that benefiting you?
I can integrate multiple channels and allow my team to focus only on Zendesk to manage our customer's contacts in all possible channels, improve the customer experience by making sure the assistance becomes faster each time and that their issue will be solved upon 1st contact, this is achieved by routing clients to the correct person in a quicker manner
usage evaluation
What do you like best about the product?
Usability and ease of handling in it, I can always open my internal company tickets with it, and thus have easy communication with everyone and everything I need.
What do you dislike about the product?
outdated layout, images, and pages, I find the system quite outdated, I think the font type could change a bit, a little outdated and somewhat old-fashioned.
What problems is the product solving and how is that benefiting you?
always updating the system, in search of usability improvements in daily life, I see that they care a lot about this, in not letting the pages and layouts freeze.
Recommendations to others considering the product:
Easy usability of the system, easy communication within the platform, could improve the layout a bit, the fonts are a bit outdated, but in any case, it is easy to understand, and always updating and improving the pages, and the way the system loads. It doesn't crash and saving items is very fast, I like it a lot and have been using it for a long time, so I have no complaints. I have been using the platform for 3 years at my job and it helps in my daily routine and the way I work as well. Some things could improve as mentioned above, but I believe a lot in the platform's potential, and I see that they are willing to change and become very modern, because today what companies seek most is modernity in the layout and handling of platforms, which is why I believe it is a reason we like to use it so much and have been with it from the beginning. We have no thoughts of changing, so I believe it is because it is so good.
Zendesk is a great platform!
What do you like best about the product?
The platform is intuitive and we can integrate it with another system for evaluating the services. Additionally, it usually doesn't crash.
What do you dislike about the product?
It could be more organized in the display of previous messages and interactions.
What problems is the product solving and how is that benefiting you?
Help in optimizing the services.
Recommendations to others considering the product:
Zendesk is the perfect platform for customer service.
It's the bee's knees
What do you like best about the product?
I can't say enough about how valuable it is to treat each interaction as a unique object that can be shared with team members without the need to create copies or duplicates of the information.
What do you dislike about the product?
As hard as it may be to believe, I don't have anything that I think is worth mentioning. Practically any stumbling blocks that we've run into along the way have been, in my opinion, worth it.
What problems is the product solving and how is that benefiting you?
It ensures that there's a single source of information for all interactions we have with third parties. No amount of CCing team members with email will be able to achieve the same effect.
Recommendations to others considering the product:
Build automations and triggers for the long run, don't cobble things together for the short run.
Support Suite lets us effectively manage all of our incoming requests
What do you like best about the product?
The ability to bulk edit tickets, link issues related to a specific problem like an outage to problem tickets to resolve, and to sort out the different issues customers support are very useful.
What do you dislike about the product?
They recently announced a change to pagination that will be rolling out soon, and despite overwhelmingly negative feedback from users on the article announcing it, they will still be removing the ability to jump to page numbers. I understand the reasoning they provided for this change but it does feel like feedback from userbase is not being heard.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is letting our small team effectively handle hundreds of responses each day in the most efficient way possible, and allows us to focus on more complex issues by automating simple responses.
It's reliable, it works, and we've used it for 5+ years.
What do you like best about the product?
Ability to organize tickets in a meaningful way. Ability to analyze the performance of our support agents.
What do you dislike about the product?
Transition to new features is not smooth. My experience is disjointed with some areas in a new UI and some in old UI.
What problems is the product solving and how is that benefiting you?
How to manage all the support tickets our users submit and send them to the right internal team. Then monitor the health of those tickets getting solved.
Recommendations to others considering the product:
Better organization of reports. I'm seeing an old Explore / Overview / Leaderboard / Satisfaction area of reports. But then if I want to create custom reports I have to go to my Admin Center > Account > Tools . Reports to create custom reports. That doesn't make sense.
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