Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Great experience, he truly took the time to investigate the issue and provide solutions.
What do you like best about the product?
The live chat feature was the most helpful. Being able to send a screenshot or give access to my account for assumption was very helpful and took the work away from me as an agent.
What do you dislike about the product?
I didn't find a feature of zendesk support suite that I didn't find helpful. My problem was solved in 2 minutes. My guy iliam helped me from the start and gave me a great solution.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving the rare yet frustrating technical support issues that may arise in zendesk. Their customer service representatives are very attentive and quick.
Fast resolution and great support!
What do you like best about the product?
I entered a support ticket and had a first response within minutes! I love great support! Zendesk is also easy to use and their help and training files are well written and easy to understand. We recently purchased dedicated support for reviewing our account and making changes to improve how we use it and we learned so much! Everything was great!
What do you dislike about the product?
I honestly don't have any dislikes - anytime we have any issues we report them and they are resolved quickly and efficiently. I appreciate good service and response for any issues or bugs!
What problems is the product solving and how is that benefiting you?
We couldn't log in (temporary bug) and we reported it and received a speedy response and the issue was resolved within the hour. We were able to log in again and resume work quickly.
Great & super fast help
What do you like best about the product?
I like most the fast response time and the point that I got a solution within a day. The response time is excellent for a company that is that large.
I requested help through chat, and I would recommend everybody to do so since this is the fastest way of getting feedback.
If we talk about functions, the best feature is the integration of everything in one place. Our agents are a lot faster compared to our legacy system since we have all information at the same place.
The best feature is chatting. This feature enables us to support our customers in different languages wordwide.
As an admin, the easy setup of roles and groups is a big plus + the transfer of the "roles" and users into chat (if you integrate it)..
The integration of SFDC is straightforward and allows you to transfer most of the account data (like organizations) into our Zendesk.
If you understand the logic of the APIs, you can almost integrate everything into the product.
Last thing is the "explore" feature. "Explore" is a tool to measure almost everything regarding your support team.
With "explore," we can get more detailed reports to see what we should "attack" next to get better customer feedback.
I requested help through chat, and I would recommend everybody to do so since this is the fastest way of getting feedback.
If we talk about functions, the best feature is the integration of everything in one place. Our agents are a lot faster compared to our legacy system since we have all information at the same place.
The best feature is chatting. This feature enables us to support our customers in different languages wordwide.
As an admin, the easy setup of roles and groups is a big plus + the transfer of the "roles" and users into chat (if you integrate it)..
The integration of SFDC is straightforward and allows you to transfer most of the account data (like organizations) into our Zendesk.
If you understand the logic of the APIs, you can almost integrate everything into the product.
Last thing is the "explore" feature. "Explore" is a tool to measure almost everything regarding your support team.
With "explore," we can get more detailed reports to see what we should "attack" next to get better customer feedback.
What do you dislike about the product?
We are often facing issues with the pod where our Zendesk placed. Mainly in the evening hours (central Europe time), we have a lot of downtimes.
The integrations of apps in chat while working with the integrated agent interface are complex since you have only access to apps in the product "chat" if you are using it as a stand-alone solution.
The integrations of apps in chat while working with the integrated agent interface are complex since you have only access to apps in the product "chat" if you are using it as a stand-alone solution.
What problems is the product solving and how is that benefiting you?
The most significant advantage is "chat" and "guide". This product enables our customer's online help anytime.
Also, our agents can solve more tickets at the same time by using articles to send to the customer.
Also, our agents can solve more tickets at the same time by using articles to send to the customer.
Recommendations to others considering the product:
Have a look at other companies in your sector to get some references and to see use cases.
Compare to other products.
Be demanding in price considerations.
Compare to other products.
Be demanding in price considerations.
Zendesk support suite for PJ Lhuillier
What do you like best about the product?
A myriad of integrations is available in the marketplace and the option to develop custom integrations. It is very customizable to fit the business demands. However, I have not tried other competitors aside from previous in-house developments.
What do you dislike about the product?
Due to its customizability, it can become overwhelming for first-time users. We could not identify how the SLA triggers were working or how it was being applied.
What problems is the product solving and how is that benefiting you?
Ticket tracking, it helps us in identifying unusual events and spikes in the volume for our customer support channels. Provides data for process improvement opportunities.
Quick service, valuable details always provided
What do you like best about the product?
I appreciate being able to access a full library of documentation for independent learning, as well as getting quick help from a live technical agent.
What do you dislike about the product?
I really like zendesk. I don't dislike anything.
What problems is the product solving and how is that benefiting you?
We are able to manage several different team channels specific to incoming requests and reporting. It's awesome.
SPAM ISSUE RESOLVED
What do you like best about the product?
THE FAST RESPONSE TO MY ISSUE. EASY MESSAGING THROUGH THE APP. THEY EMAILED ME A CONFIRMATION AND THEN A CONFIRMATION AGAIN WHEN IT WAS COMPLETE. VERY EFFICIENT
What do you dislike about the product?
THERE WASN'T ANY THING I DISLIKED ABOUT THE SUPPORT. HE WAS FAST, ANSWERED MY QUESTIONS, AND FOUND A SOLUTION VERY QUICKLY. IT'S ALL DONE WITH MESSAGING. THERE IS NO STILLING ON HOLD. YOU CAN CONTINUE TO WORK NO DISLIKES AT ALL.
What problems is the product solving and how is that benefiting you?
WE HAD A SPAM EMAIL ISSUE. IT WAS OVERWHELMING OUR OPEN TICKETS OVER THE WEEKEND. BY NOT GETTING 100'S OF SPAM EMAILS WE CAN ADDRESS OUR TICKETS MORE EFFICIENTLY.
Recommendations to others considering the product:
IT IS A FAST AND EASY WAY TO TRACK TICKETS/REQUESTS FROM YOUR CLIENTS/CUSTOMERS. EVERYTHING IS LOGGED AND YOU CAN GO BACK AND SEE CLOSED TICKETS FOR REFERENCE ALSO REOPEN OR MERGE THEM
Great Support Management Capability
What do you like best about the product?
The thing I like best about Zendesk is the various integrations it has with other software. This makes ticket management and customer support activities much easier when working remotely across many different teams.
What do you dislike about the product?
The software has a bit of a learning curve and the web interface is not very intuitive or user friendly. We use this across our company for both IT and clinical customer support tickets. It took a little longer than I would have liked for the clinical team to learn how to use this tool efficiently. I also don't like that you need to have a different level of access to a different web application to pull reports.
What problems is the product solving and how is that benefiting you?
Allows us to effectively and efficiently manage IT tickets across multiple teams and escalate tickets to different departments when necessary. It also allow us to have access to VOIP capabilities for our teams providing customer service/support from home.
Fast and efficient!
What do you like best about the product?
The agent was fast and managed to assist me and knew exactly what the issue was!
What do you dislike about the product?
That my cell provider won't send me MFA text codes (not Zendesks fault)
What problems is the product solving and how is that benefiting you?
The ones mentioned above.
Well designed UI and workflows
What do you like best about the product?
Simple UI and basic elements of managing tickets without a huge learning curve. Starting to work with Help Center and hope to increase self-service options for customers.
What do you dislike about the product?
Not much. Getting helpdesk support can sometimes be slow, but responses are usually helpful. In customizing the UI (say, for Guide/Help Center), if I make changes to code, it's hard to track what was changed and thus revert to a prior state.
What problems is the product solving and how is that benefiting you?
Customer Success! A must-have tool for managing customer interactions. Planning now for our next stage of growth where we'll need to plan for sub-linear growth in support costs, via greater automation.
Love ZD, and have used it for years.
What do you like best about the product?
ZD is easy and flexible. It makes adjusting processes or tracking data very simple.
What do you dislike about the product?
At times, their updates can come as a surprise or too frequently.
What problems is the product solving and how is that benefiting you?
It helps us track and gain insights into our support tickets.
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