Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Best support product we used
What do you like best about the product?
We use Zendesk for more than a year now, and we are very satisfied. We have a Zendesk Suite Professional plan, which has exactly what we need to integrate Zendesk with other services we use or create ourselves, and to be able to extend our business to almost full automation when it comes to technical parts.
What do you dislike about the product?
We like almost every aspect of Zendesk Suite. The only thing we discuss at times is the price, as we pay per agent and at times we do not even utilize all the seats. It would be good to have some admin seats that are not used for chat/support, and that are not paid for, it will be easier for us to automate even more.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves most of our problems when it comes to the communication with our customers and helps us automate receipt emails, trigger specific webhooks, and track sales properly.
Great functionalities
What do you like best about the product?
I appreciate the possibility of searching for macros and info centre content while working on the ticket and the opportunity to watch the history of the client both for tickets and for articles read
What do you dislike about the product?
I don't appreciate the repetition of the messages sent in every reply of the user, it makes it quite difficult to navigate the conversation
What problems is the product solving and how is that benefiting you?
zendesk is definitely solving our multi-brand necessity and improving our customer care assistance
Quite Ok ok experience
What do you like best about the product?
Zendesk support is quite agile , but response from dev team need to bit quick , need to wait a long to get those response , related to sdk issues , need more follow up for the same but yes it quite interseting to got those answer in a time frame .
Please do provide ETA for any issues
Please do provide ETA for any issues
What do you dislike about the product?
No timeline for the issue resolution , which need to change,
Dev team need to more agile and need faster resolution because this is customer facing sdk
Need more followup for the issues
Dev team need to more agile and need faster resolution because this is customer facing sdk
Need more followup for the issues
What problems is the product solving and how is that benefiting you?
Android 11 issue, where messages are jumping around in UI
Notification services are too need help which i get a support
JWt token issues for a user to logged in
Notification services are too need help which i get a support
JWt token issues for a user to logged in
the support was fast and very helpful.It was amazing.
What do you like best about the product?
it is very efficient and helpful and the assist is amazing
What do you dislike about the product?
there is nothing that i dislike about it
What problems is the product solving and how is that benefiting you?
it solves everything and it helps me do my job better as well as assist my customers better
Zendesk Suite is a very helpful and useful CRM tool.
What do you like best about the product?
All the data reporting and different channels of support that is able to offer.
What do you dislike about the product?
The thing I dislike most about Zendesk is it daily bugs it has. The reporting isnt always accurate and we cant make many changes to interface.
What problems is the product solving and how is that benefiting you?
Zendesk helps with determining the total volume and it benefits our team when forecasting for the future.
Quick Support and Kind People
What do you like best about the product?
It's a streamlined approach to managing people, customers, and their request. Keeping track of which people are on which task and delegating to the correct partners is something that is essential to keep a business efficient, and Zendesk does just that.
What do you dislike about the product?
It could be more helpful to have more easily available custom support functions and administrative roles, although overall, there is a wide range of possibilities and macros/triggers are simple enough. If something is confusing, help is just a click away.
What problems is the product solving and how is that benefiting you?
Zendesk is solving issues related to organization of our customers and their needs, and connects those needs to the people who are best empowered to fulfill them.
Great all in one solution
What do you like best about the product?
Having all of our agents and tools in one place.
What do you dislike about the product?
If you are trying to set this up from scratch it can be a steep learning curve
What problems is the product solving and how is that benefiting you?
Zendesk allowed us to combine our existing tools into a singular solution giving us a greater view of the customer journey.
i find the system easy to use and very straight forward
What do you like best about the product?
The multiple avenues for ticket creation. i am especially impressed with its Microsoft Teams intergration.
What do you dislike about the product?
the default setting of all goups receiving every unassigned ticket. It makes sense, and i know it can be changes in admin access
What problems is the product solving and how is that benefiting you?
Tickets within Zendesk manage almost all of our processes and communication for Support staff. I have never seen a company as integrated with a ticketing system outside of an IT ecosystem as ours. I am surprised at how well it works.
Customer support review
What do you like best about the product?
I think the customer support team seem extremely well trained, they are helpful and answered all of my questions even when I had more. They also knew exactly what info I needed and directed me to where I could quickly resolve my issue.
What do you dislike about the product?
I honestly cant say that I particularly disliked anything about the experience I had today, perhaps just that the answerbot didnt really answer my question however sometimes I know answerbot is not going to be able to provide the tailored answers needed.
What problems is the product solving and how is that benefiting you?
It allows us to communicate with all of our customers efficiently, smoothly, without interruption. The reporting function is brilliant in terms of seeing what tickets are coming up for us.
Seamless functionality
What do you like best about the product?
Zendesk has an integration option to your company's CRM, meaning all of your tickets will be automatically logged into customer profiles rather than manually inputting them in the system.
The construction of the dashboard is neatly organized and easy to explore, even by newcomers. Great feature of dividing client inquiries by language groups makes task distribution between support agents easy to handle. Tickets have the option of both internal and public messages all on the same page so that you can review cases within teams first before providing a final response which is great as you don't have to involve external inboxes.
If your organization has multi brands, Zendesk has this covered, and each ticket can be responded to by a designated email address for each brand with a simple click. The footer of your responses can be different for all of your brands. Zendesk has a great search option that has all the filters you would need to cut down your results to exact.
If you have daily KPI reporting procedures, you have the option to extract your inbox as an excel file sent to your email.
Another great feature (one of my favorites) is that Zendesk provides you with a guide center that you can customize with themes and implement your FAQ page on it. If you are looking to receive community responses on your page articles, this is also possible (toggle on and off option).
Each agent has a page (under their name) with tickets assigned to them as well as tickets they have responded to, so from a management perspective this is very useful. Zendesk does have a support chatbot, but you can easily connect to an actual support agent if needed, and this is great as nowadays in many companies, this is very rare to find as most of them avoid it.
Let's not forget you can combine it with your external chat service providers so that whilst your team is offline, tickets are automatically created by customer inquiries submitted through chat.
The construction of the dashboard is neatly organized and easy to explore, even by newcomers. Great feature of dividing client inquiries by language groups makes task distribution between support agents easy to handle. Tickets have the option of both internal and public messages all on the same page so that you can review cases within teams first before providing a final response which is great as you don't have to involve external inboxes.
If your organization has multi brands, Zendesk has this covered, and each ticket can be responded to by a designated email address for each brand with a simple click. The footer of your responses can be different for all of your brands. Zendesk has a great search option that has all the filters you would need to cut down your results to exact.
If you have daily KPI reporting procedures, you have the option to extract your inbox as an excel file sent to your email.
Another great feature (one of my favorites) is that Zendesk provides you with a guide center that you can customize with themes and implement your FAQ page on it. If you are looking to receive community responses on your page articles, this is also possible (toggle on and off option).
Each agent has a page (under their name) with tickets assigned to them as well as tickets they have responded to, so from a management perspective this is very useful. Zendesk does have a support chatbot, but you can easily connect to an actual support agent if needed, and this is great as nowadays in many companies, this is very rare to find as most of them avoid it.
Let's not forget you can combine it with your external chat service providers so that whilst your team is offline, tickets are automatically created by customer inquiries submitted through chat.
What do you dislike about the product?
As a user of 5+ years, I have not encountered minuses yet.
What problems is the product solving and how is that benefiting you?
Managing all customer inquiries as well as internal team communication within one place saves a lot of time and effort. Having your Zendesk integrated to your CRM allows you to just respond to the customer and not worry about recording the communication each time in the customer profile yourself. Although not personally used by our company as not required, Zendesk also provides you with a Whatsapp API allowing you to use services you need with an already trusted provider, and of course this means better in terms of costs as it would be a part of your package.
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