Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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On point and professional service
What do you like best about the product?
Very professional and although at times they are not able to provide a solution, they do their best to research and find alternatives.
What do you dislike about the product?
System knowledge limitation at times when needing help
What problems is the product solving and how is that benefiting you?
Trying to find best way to do routing for agents via messaging
Support, Data and Flexibility
What do you like best about the product?
Flexibility is key for us. We successfully twist and bend our Zendesk tool in a variety of ways to accommodate our needs
What do you dislike about the product?
The Zendesk internal support articles are very "wordy". More visual media would be welcomed
What problems is the product solving and how is that benefiting you?
Have Data to back up requests and needs for overall improvements in our procedures and our app development. Being able to query the needle in the haystack and find it quickly and then all the related needles as well depending on your needs is very easy to do
Recommendations to others considering the product:
Think ahead of how you want to evaluate your tickets. Setting up your forms and tags beforehand is much more efficient than going back and trying to radically change the tags, forms and macros.
THE Help desk software you need for your support team!
What do you like best about the product?
Loving the instant support I can now receive using the new chat option! Today I reached out for support and within minutes they had helped resolve my issue.
What do you dislike about the product?
Nothing! I always assume that if something is not working, it's user error and they are always available to help with issues big & small!
What problems is the product solving and how is that benefiting you?
Today I reached out because I was not sure how all of our available seats were used already and my ZD support agent quickly answer this for me!
Recommendations to others considering the product:
Zendesk has made our lives so much easier! Great product, support, and informational webinars!
Dedicated and thorough support
What do you like best about the product?
The agent I spoke to was very thorough and wanted to examine every detail to make sure we were both on the same page! The presented me with screenshots and links to help me.
What do you dislike about the product?
The ability to pop the chat out of the window. Also, unsure if there is the ability already tio get alert and/or notifications when a message is waiting to be seen.
What problems is the product solving and how is that benefiting you?
I'm using Zendesk support suite to provide support to my customers.
Easy to use and comprehensive!
What do you like best about the product?
A lot of customization opportunities that allow us to make the best use of the software. Internal reporting capabilities are also really helpful.
What do you dislike about the product?
Some of the menus/admin center options are confusing and not intuitive - i.e. having to go back and forth from the "Fields" and "Forms" menus to make changes to a Ticket Form.
What problems is the product solving and how is that benefiting you?
We are able to better track interactions with participants and know which staff member spoke to whom, and the result of the interaction. Enables better continuity across teams.
On balance the better platform for support
What do you like best about the product?
Easy to navigate and good UI. You always feel in control.
What do you dislike about the product?
Would like to receive App notifications for web form submissions via API. Missing at the moment.
What problems is the product solving and how is that benefiting you?
Quicker turnaround and client satisfaction
Recommendations to others considering the product:
Give it a try!
Zendesk has been my choice for suport CRM for years now
What do you like best about the product?
I know there are knowlegable support staff as well as a great community for getting help and ideas about how best to use this stofware
What do you dislike about the product?
I don't llke how email fowarding into ZD works. wish it were more robust
What problems is the product solving and how is that benefiting you?
Respoinding to user issues, and the ease of creating an online kb
Great product and great support!
What do you like best about the product?
Zendesk may be a little more expensive than some of the other options, but lots of integrations and the interface is clean and intuitive. I've done test trials with many of the other support ticket systems, but sticking with Zendesk.
What do you dislike about the product?
The cost is a little higher than some other options, but you get what you pay. Some setting options are not as flexible or configurable as we think we may like, but it makes sense to use them as they were intended.
What problems is the product solving and how is that benefiting you?
We are able to service our customers better and more timely using Zendesk. Some things get lost in email, so it's definitely easier to have one place to keep track of and manage customer issues. It's also great to be able to easily assign tickets to the necessary person or party.
Account owner change- Quick and prompt reply
What do you like best about the product?
So quick action and resolved sooner. Replying via email for the ticket. Metrics.Hiring platform questions and issues.
What do you dislike about the product?
Suspensions tickets: The regular ticket email has an automatic reply then it goes to suspensions.
What problems is the product solving and how is that benefiting you?
Hiring platform questions and issues.Easy way of resolving end-user problems.yes.yes.
Zendesk has helped streamline our Support
What do you like best about the product?
I like that all of the tickets are in one easy to manage place, and that I can review past tickets from a customer easily.
What do you dislike about the product?
I wish that it had a better customer management system or database.
What problems is the product solving and how is that benefiting you?
We have implemeted the bot and adding articles to our knowledge base customers can get an answer without having to reach out to an agent. Macros save agents time when replying to common questions.
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