Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Always succeeds expectations
What do you like best about the product?
Quick response via chat for any kind of questions or issues.
What do you dislike about the product?
no way to pin important notes to the top of a ticket. Email threads- when a long email thread comes through, it can make for a VERY long ticket. It would be nice to be able to minimize a comment in a Zendesk ticket.
I see there is an email thread feature but I don't understand how it works.
I see there is an email thread feature but I don't understand how it works.
What problems is the product solving and how is that benefiting you?
We use it for tracking Enterprise conversations and also troubleshooting tickets for our software. It helps to keep everything a lot more organized. We also have JIRA integrated so we can keep track of Development trouble tickets.
Recommendations to others considering the product:
Best decision to go with!
Great Support Experience!
What do you like best about the product?
The support team is extremely responsive! They responded in the chat box within a couple of minutes and set up a zoom call with me to answer my questions in further depth.
What do you dislike about the product?
Nothing, currently everything is being solved for me
What problems is the product solving and how is that benefiting you?
Helping me solve for issues I've been having with the CRM.
Needed Assistance Setting Up a User
What do you like best about the product?
The turnaround time for a resolution. Once they got my question, the answer came in a few minutes.
What do you dislike about the product?
The fact that I had to wait a couple of minutes while chatting with the bot.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite to offer Product Support to our customers. Being able to use the customizable Support Help Desk, build our bot conversation and intents and a straight phone line where our customers can connect with us is awesome. It makes Product Support easy.
Recommendations to others considering the product:
Definitely invest in this Support Suite. The flexibility and customizability of the platform are great and easy to manage.
Their Support Team is A+++
What do you like best about the product?
Zendesk has been fairly easy to pick up and do basic things with. Their usability is better than most other ticket systems I have used. Their support during difficulties has been superb and responsive, no matter how complicated or in depth the issue might prove to be. They also have responded far faster than their chat bot suggests they will. My last experience with Fritz went beautifully and I had my issue resolved within 15 minutes.
What do you dislike about the product?
I find the support / help center to be a little cumbersome, and it is not as intuitive to find the 'contact' methods.
This hasn't changed in over six months.
This hasn't changed in over six months.
What problems is the product solving and how is that benefiting you?
We use Zendesk as the Support Ticket center for all of the facilities we serve. We have integrated it into their web portal and this has allowed us to quickly respond to - and keep track of - all issues the facilities report to us.
Recommendations to others considering the product:
Make use of the support staff, because they definitely know what they're doing and are very good at making information and tasks easy to understand.
Review of Zendesk Support Suite - From a multi product user of the Zendesk portfolio
What do you like best about the product?
The support provided has always been on point and fairly quick. They usually offer more than one solution when possible, and whenever the outcome is the desired one, they informed that the request will be passed on to the best element for future consideration. They have launched a new Zendesk Training platform that I'm looking forward to testing, but from what I've seen so far, it's very complete.
What do you dislike about the product?
Nothing to report really. Keep up the great work.
What problems is the product solving and how is that benefiting you?
Various operational and admin settings (management of triggers, API token integrations, etc).
I've raise some questions on design, where no solution was provided, but I was offered a workaround, which displays genuine care from the support team.
I've raise some questions on design, where no solution was provided, but I was offered a workaround, which displays genuine care from the support team.
Help with Zendesk Spam
What do you like best about the product?
We applied our problem about spam emails to Zendesk Support chat. The operator Celyne answered after 4 minutes. She requested additional information about our issue and said that the ticket will be pending until we provide full info. We sent the requested information and immediately got the solution to our problem.
What do you dislike about the product?
Everything was fine, there is nothing to dislike.
What problems is the product solving and how is that benefiting you?
We are a support centre for mobile games. Players apply to us with their issues or questions about the game. They can write to us via email, from the game or on Facebook and all their messages will appear in Zendesk. It is very helpful to have them all in one place!
The best all-in-one ticketing Support software available
What do you like best about the product?
I've used Zendesk for 5+ years as an agent, admin, and manager and have never had a significant complaint. The UI is easy to onboard new agents to, the workflows are easy to build and manage, and Zendesk truly is a one-stop-shop that can integrate with any support channel you need - email support, phone support, SMS, live chat, FAQ pages, and can integrate with social media or custom integrations. Also has a robust app store for any other functionality you might need. Zendesk's own help center and support team are great as well, never had any trouble getting support if I had a question or issue I was running into
What do you dislike about the product?
Not too many honestly. The software is easy to use as both an agent and an admin. some minor things that have annoyed me over the years - limits on the number of views, the auto-closing of tickets after a certain amount of time making them unable to be edited, and the archiving of old tickets making them difficult to find in a search come to mind. However, all of these issues I've found can be worked around easily with a bit of research and refactoring of workflows or help from the Zendesk Support team
What problems is the product solving and how is that benefiting you?
As an agent, Zendesk makes it very easy to keep track of tickets over multiple channels. Building a help center/FAQ page through Zendesk is also fairly simple and provides a good way to deflect new tickets. Comparing Zendesk to other tools I've used, I specifically love the fact that a single ticket can easily be handled over any channel and that the UI was quick to learn.
As an admin/manager, Zendesk makes it very easy to adapt to changes in our business quickly. If we want to add a new support channel, such as a web widget, it's very easy and simple to add to a website, for example. My current company builds phone apps, each of which may need separate support channels, and Zendesk is great at allowing us to create separate "environments" for each app, each with its own specific emails, phone numbers, web widgets, chat, etc. that are fully separate from any other app's channels.
Overall it makes scaling up our Support offering simple
As an admin/manager, Zendesk makes it very easy to adapt to changes in our business quickly. If we want to add a new support channel, such as a web widget, it's very easy and simple to add to a website, for example. My current company builds phone apps, each of which may need separate support channels, and Zendesk is great at allowing us to create separate "environments" for each app, each with its own specific emails, phone numbers, web widgets, chat, etc. that are fully separate from any other app's channels.
Overall it makes scaling up our Support offering simple
Emails Not Received
What do you like best about the product?
I liked how the help desk agent responded promptly, detected the issue and found a resolution.
What do you dislike about the product?
I have no issues with the Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
How to restore suspended emails.
Great product that helps us help our customers
What do you like best about the product?
I like the ease of use of Zendesk. The layout is easy to pick up.
What do you dislike about the product?
Some of the more advanced options take some time to understand how to implement.
What problems is the product solving and how is that benefiting you?
Customer issue tracking and follow ups, as well as tracking response and resolution times.
Zendesk Rocks
What do you like best about the product?
Easy to use and navigate. Ease of the search feature to find tickets. Bringing on new agents is very simple and showing them how to use the software is a breeze.
When I switched jobs, I specifically searched for companies using Zendesk so I wouldn't have to switch! Also, the customer support for Zendesk is beyond amazing and they always go above and beyond to assist!
When I switched jobs, I specifically searched for companies using Zendesk so I wouldn't have to switch! Also, the customer support for Zendesk is beyond amazing and they always go above and beyond to assist!
What do you dislike about the product?
No way to pin important notes to the top of the ticket.
What problems is the product solving and how is that benefiting you?
We are a company that works with hearing impaired so written communication is key. We use Zendesk to track all questions and troubleshooting rather than emails. Much easier to find and track issues!
Recommendations to others considering the product:
Make the switch! You won't regret it!
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