Zendesk Suite
ZendeskExternal reviews
6,642 reviews
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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.
Zendesk Experience
What do you like best about the product?
The overall presentation was informative and helpful in identifying opportunities to improve business with new products.
There appear to be more options available in comparison to competitors.
There appear to be more options available in comparison to competitors.
What do you dislike about the product?
Nothing at this time. Looking forward to hearing about new product opportunities.
There does not appear to be a comparable product for comparison of overall performance.
There does not appear to be a comparable product for comparison of overall performance.
What problems is the product solving and how is that benefiting you?
It is helping with ticket management and analytics.
The cost of the product is reasonable compared to other offerings in the market.
There have been some improvements.
The cost of the product is reasonable compared to other offerings in the market.
There have been some improvements.
Recommendations to others considering the product:
Support is good but sometimes questions are not directly answered. Questions are directed more to the answer bots than to support agents.
A great tool
What do you like best about the product?
What I like most about the platform is the amount of information available about the customers, in addition to being a great place for customer service, help center, and customer support. The integration with Playvox is great too. Perfect tool for customer support.
What do you dislike about the product?
What I like the least is the layout, it could be more intuitive.
What problems is the product solving and how is that benefiting you?
Zendesk has greatly contributed to customer support, as our email is our main source of communication with the customer. With speed and the information that the platform provides us, we are able to give the necessary support. We can also check reports of tickets, reasons for entry, and problem resolution.
Recommendations to others considering the product:
The organization and collection of important information is incredible.
Easy and simple UI, customisation helps you learn things around it.
What do you like best about the product?
Ticket creation and progess status with with not hard UI to be confused.
What do you dislike about the product?
None, nothing as per my requirement. I was able to utilise it as much as my requirement.
What problems is the product solving and how is that benefiting you?
Work tickets, support tickets, sharing link for manage access. Customers view.
Recommendations to others considering the product:
Nothing
Zendesk helped to reply to merchants
What do you like best about the product?
Writing emails in Zendesk makes it easy because it gives you good options to edit the mail as it shows your mistakes and small errors which helps us to get more knowledge about our writing
What do you dislike about the product?
Zendesk gives is good enough to write the email so couldn't find any mistake in this as they are doing well and making it easy for us to write and understand our writing.
What problems is the product solving and how is that benefiting you?
Every time I ask any query they solve it by taking immediate action and providing the solutions for that. Previously my zendesk was not working I asked for help and they informed me to clear cookies & caches and then the problem was solved.
I'm all in for Zendesk's Support solutions!
What do you like best about the product?
I appreciate how much control I have over our account settings. I find the settings very easy to use and adjust, and user-friendly for someone who is not a developer. I rarely need to recruit help on our development team to make changes to our system, etc. I also appreciate how helpful Zendesk's support team is when I need it - I never have to wait more than a few minutes for a chat reply.
What do you dislike about the product?
My only complaint is the inability to merge or delete tags. We've got quite a few in there that were created long ago, so our tag cloud is very large at this point!
What problems is the product solving and how is that benefiting you?
We do 100% of our customer support with Zendesk Support Suite! It's been a lifesaver for our team to manage a very high volume of support requests.
They have been so excellent is resolving every problem, large or small
What do you like best about the product?
I love and easy everything is and if I can't figure something out, their support team is amazing.
What do you dislike about the product?
I can't think of anything I dislike, everything is so intuitive
What problems is the product solving and how is that benefiting you?
My phone number was say I was calling from some city 2-hours away and people thought it was spam, they were able to release that number and I chose a better one
Recommendations to others considering the product:
I have no note, you all are perfect
Great omni-channel platform to help deliver excellent Customer Service
What do you like best about the product?
Omni-channel support, ease of use, Reporting features and flexibility as well as the integration with other tools like shopify, tymeshift.
What do you dislike about the product?
Certain features that are available in other platforms come at a cost
What problems is the product solving and how is that benefiting you?
Multi-channel customer care and support
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