Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Review as Users
What do you like best about the product?
Feature is user-friendly and it's quite straightforward to use
What do you dislike about the product?
Sometimes it's a bit hard to navigate the functions
What problems is the product solving and how is that benefiting you?
How to assign the ticket to the right team.
New Zendesk User switching from other CRM.
What do you like best about the product?
Combining all our different platforms from text to Social media in one place has been a game-changer, we can now have proper reporting on these type of tickets whereas before we could only report on emails. This has allowed us to do proper QA on every ticket.
What do you dislike about the product?
Quite difficult to set up, thought it would be a bit more out the box style but really I wish I got someone to help me do initial set up, there's quite a few small things like sending out texts etc that arent that easy to work out.
What problems is the product solving and how is that benefiting you?
The main issue is not being able to get back to our customers across different platforms properly, we were missing tickets and not responding to everything efficiently.... the huge benefit of having all tickets being responded to the same as an email ticket means our customers are benefited hugely by getting faster responses, better triggers and automation, easier integrations across all our teams.
Recommendations to others considering the product:
Recommend having someone who is a professional in the set up to help set up the initial stages, it takes a long time to do as someone who doesn't have any skills in it.
Zendesk Review
What do you like best about the product?
I like the ability to customize the main page to your company's needs and wants. I appreciate the level of support provided and how quickly agents reach out to us.
What do you dislike about the product?
We need automatic notifications if there are any issues with work arounds so we're aware. It also helps you in a sense that we don't need to reach out and be assisted
What problems is the product solving and how is that benefiting you?
We solve guest comments and concerns with Zendesk Support Suite. The functions/apps is the greatest benefit of using Zendesk.
Great for customer service team!
What do you like best about the product?
Easy to use and sort through emails. Also easy to search for customers and past tickets (closed and opened ones).
What do you dislike about the product?
Chat system could have had better self-service options. Couldn't integrate with other social media platforms.
What problems is the product solving and how is that benefiting you?
Customer service issues.
Flexible system to complete customer support tasks
What do you like best about the product?
Zendesk allows you to easily automate tasks that can be a drain on any support staff. Routing tickets, integrating support channels, messaging using Answebot helps to cut down on the high volume easy to handle questions.
What do you dislike about the product?
Zendesk gets most everything right, but not being able to have a personal view for followed tickets leads to some extra clicks. I would like to see Answerbot have more blocks to build advances flows, such as a link to an external site.
What problems is the product solving and how is that benefiting you?
Answerbot is a great help in providing responses via the site widget in a quick friendly manner. Pulling tickets in from all of our support channels into one place is a huge time saver.
Very vast and easy platform to use. Lots of great features!
What do you like best about the product?
I like the chatbot creator. The chatbot is very easy to configure and also easy to upload.
What do you dislike about the product?
Sometimes our chats get a slight lag. So our customers doesn't receive chats.
What problems is the product solving and how is that benefiting you?
We have realized meany automations from Zendessk that helps our business
Immense capabilities
What do you like best about the product?
Zendesk support not only allows us to communicate with our customers, it also has immense capabilities to allow for a fully customized experience. Whatever your needs, Zendesk likely has a solution for it.
What do you dislike about the product?
Onboarding is quite intense. If you aren't prepared for it, it can be incredibly be daunting, so it's probably best to get in touch with Zendesk, use their training materials, and make sure you do it right.
What problems is the product solving and how is that benefiting you?
Communicating with customers across multiple channels, reporting on those communications in a way that is easy and informative, and making product changes based on this reporting.
Good and fast support assistance
What do you like best about the product?
The Zendesk support team always replays by email relatively fast and provide assistance with the problem described
What do you dislike about the product?
Before getting a straight answer for your problem, the support team sends you links for online guides to review by yourself that usually do not actually help me with my specific problem. Only after I replay to them that the online guides are not helpful, I get an actual answer.
What problems is the product solving and how is that benefiting you?
I've had some specific problems with our Zendesk Support account, certain information I tried to look for etc., and the support team always tries their best to fully understand my questions in order to provide the best answer.
Fine platform
What do you like best about the product?
I find the open ticket feature very helpful-if a customer responds to one of my tickets, I am able to see it easily on the first page of my view. Makes keeping track of conversations super easy.
What do you dislike about the product?
Phone numbers do not populate under customers or a history of tickets with the same number. Email tickets as well are all kept separate. It makes tracking previous conversations a bit tricky.
What problems is the product solving and how is that benefiting you?
When we used ZenDesk, our team benefitted from its simplicity. All of the functions seemed intuitive and easy for agents to navigate.
Recommendations to others considering the product:
Take the time to get familiar with the Suite and with any other platforms your company uses. ZenDesk can be great and easy to use!
Rapid and competent support team
What do you like best about the product?
Connecting with the support team is simple and the staff is knowledgeable. Answers to important questions arrive quickly allowing you to continue with your workflow uninterrupted.
What do you dislike about the product?
While the email support is effective and helpful, it would be all the more so if live chat were an option. That way we could get instantaneous assistance.
What problems is the product solving and how is that benefiting you?
Zendesk |Support is assisting our team to better align our knowledge base and migrate from another solution quickly and efficiently. Thanks to the Support Team, we have successfully migrated our KB in a matter of days rather than weeks. Thanks!
Recommendations to others considering the product:
Go for it! Also utilize the community forums.
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