Zendesk Suite
ZendeskExternal reviews
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Everything In One Place
What do you like best about the product?
Zendesk Support Suite provides everything you could need for customer support, including ticket management, multiple support avenues (email, chat, messaging, phone), app integrations, admin tools, and metrics and reporting.
What do you dislike about the product?
This is not a true "dislike". There are SO many options for customization that it takes a while to learn everything that the application can do. Also, while all of my Zendesk support interactions have been positive and helpful, it takes days to resolve a single question.
What problems is the product solving and how is that benefiting you?
Zendesk is absolutely meeting all of our needs for managing customer support requests in our company. We have integrations with Salesforce and Jira, which bring a lot of value and visibility. The metrics and reporting help us to continue to improve our process and better meet the needs of our customers as well as our company.
Supportive and well educated
What do you like best about the product?
The level of support offered is great. When an answer is not readily available, there are many articles in the help section to discover and I can contact our rep to chase up unanswered questions with developers in a timely manner.
What do you dislike about the product?
nothing so far, getting used to the multiple different tools and services offered. Zendesk Explore is a highlight and great tool to visualise metrics and provide accurate reports.
What problems is the product solving and how is that benefiting you?
Customer service in one centralised environment. we currently use 3 different tools for chat, email and phone. With Zendesk all agents get one shared environment to work collaboratively on and gives us a great overview of customer care traffic.
Recommendations to others considering the product:
Try it out! It's easily tweakable to meet your organisations needs and the reporting is thorough.
Industry Leader in Support Ticketing Software
What do you like best about the product?
Zendesk is extremely well-rounded. It works great for all levels of team or company size. If your Support needs are minimal, it is a great tool. If your Support needs are complicated, it is a fantastic tool. Zendesk works for everyone.
What do you dislike about the product?
Like many things in life, the speed could be increased. Ticket loading time, save time, etc. It is a browser-based interface so the trade-off vs having an installed software is often speed and it isn't a problem. More of a "would be nice".
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is our hub for all Support related communication. One of the major benefits is the organization of data. Companies and Users are unique and tickets are grouped under them. It's very easy to look up past history, even going back many years.
All was solved within 20 mins
What do you like best about the product?
After asking a bot to speak with an agent, there was no run-around. It was straight to the point of my issue.
The wait time was less than expected - that's always a plus!
The wait time was less than expected - that's always a plus!
What do you dislike about the product?
It was a tricky issue, but the solution was simple and easy to do. Hopefully solved for the future.
Wish I had spoken to an agent earlier to be completely honest!
Wish I had spoken to an agent earlier to be completely honest!
What problems is the product solving and how is that benefiting you?
The auto-idle that is not mentioned on the website...should be mentioned on the website.
The benefit of Zendesk is the ease of speaking with someone. The plus is having the solution
The benefit of Zendesk is the ease of speaking with someone. The plus is having the solution
Recommendations to others considering the product:
I do not have any recommendations at this time.
Quick Assistance for Immediate Business Impact
What do you like best about the product?
Chatbox help was perfect for getting to my exact problem and resolving it quickly and easily, as I needed to meet a deadline on a promised deliverable as the onsite Zendesk expert. You made it possible to come through and make my colleague happy.
What do you dislike about the product?
Well, it's difficult to wade through so much online knowledge in bits and pieces to get to your answer when you're in a hurry, so that's why this online chat option is so perfect!
What problems is the product solving and how is that benefiting you?
Getting new brands and groups set up within our organization, allows each team to access and use Zendesk to meet their own needs successfully. It keeps us all so much more productive and our clients happier when we can provide great customer service enabled by the Zendesk suite.
Recommendations to others considering the product:
It's an invaluable tool should you be the one needing to administer the application and help others in your organization get set up with it and understand how to use it.
Great way to manage, prioritize, automate and analyze all Customer Support processes
What do you like best about the product?
The ability for our agents to provide support to our customers from various channels, all in one place. Powerful tools to automate processes
What do you dislike about the product?
Takes time to get a feature request incorporated in the system
What problems is the product solving and how is that benefiting you?
We have multiple support teams operating out of different places in the world and the fact that all the work is managed in one place: Zendesk
Simple and accurate
What do you like best about the product?
I think the app is well categorised and you can find things easily.
What do you dislike about the product?
Sometimes I have problems when I wait to receive documents.
What problems is the product solving and how is that benefiting you?
Customer related: Calls, Enquiries, Emails.
Recommendations to others considering the product:
I would recommend this product to other companies, one argument could be the ease of usage.
Easy Site Support
What do you like best about the product?
It was very simple to start the chat and have the issue resolved
What do you dislike about the product?
It took more than 15 minutes for someone to get someone into the chat, so I kept popping back in to check the chat. But they did send an email to let me know when someone was available.
What problems is the product solving and how is that benefiting you?
It was a technical issue. I was unable to sign in and it was not recognizing my email address as an associated one. It's happened before and I have to access the program via a different domaine. So it was easy to just let them know what the issue was and they were able to advise me immediately.
very quick and reactive support team
What do you like best about the product?
I like the chat function, it's always nice to be able to have a conversation with an agent in such short notice.
I like the professionalism of the support team and their communication skills.
I like the professionalism of the support team and their communication skills.
What do you dislike about the product?
I would like to jump on a screen sharing session, we have to exchange screenshots instead some times.
The size of the chat widget can't be expanded and this sometimes is a problem.
The size of the chat widget can't be expanded and this sometimes is a problem.
What problems is the product solving and how is that benefiting you?
Providing technical support to the customers and partners of my company.
Multiple benefits, from SLAs monitoring to customised ticket creation paths and escalation processes.
Multiple benefits, from SLAs monitoring to customised ticket creation paths and escalation processes.
Continuous improvement
What do you like best about the product?
It'll grow with your team and can support you from a small business into a huge one without having to change platforms.
What do you dislike about the product?
Sometimes it feels like we're promised things and then they actually take away functionality.
What problems is the product solving and how is that benefiting you?
I need a platform that can do it all without having to have agents split across multiple websites and sheets. It helps us remain organised and then optimise on that.
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