Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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WOW. This support team is incredible
What do you like best about the product?
Sean was INCREDIBLE in fixing my issue in a very fast turnaround time. Thank you so much for all the help!
What do you dislike about the product?
Honestly I want native dark mode and new alerts for tickets added to views. I have to use browser extensions for this and prefer native functionality.
What problems is the product solving and how is that benefiting you?
I actually have none. The nature of the beast is that we all get busy and can't sit in a support chat all day. I was able to check in with Sean as I had time and bandwidth, and it felt seamless and awesome. Thank you
Recommendations to others considering the product:
Super easy to use and helps manage tickets so well!
Zendesk Chat Support
What do you like best about the product?
Once I found the chat feature that took me to a live agent it was great. The agent was very helpful and resolved my issue.
What do you dislike about the product?
It took me a while after going through the bot to get to a live agent. The bot was challenging.
What problems is the product solving and how is that benefiting you?
Zendesk has moved some of its features. Therefore, I have had to search to locate where I need to go. It is getting easier to use the longer I use it.
Recommendations to others considering the product:
It took a while to find the help feature to chat with an agent. Also, alot of areas have been moved. I don't recall receiving any information showing all these changes. I feel I waste alot of time trying to read articles to resolve my issue.
Zendesk has postive impact on customer service
What do you like best about the product?
Zendesk chat is simple to use. Makes answering customer queries quick and efficient. Going between chats and our epos system is straightforward and our team enjoying using it.
What do you dislike about the product?
We haven't really discovered any negatives about using it. In the one time, we needed support, our issue was dealt with quickly and efficiently.
What problems is the product solving and how is that benefiting you?
Offering the chat feature as a way of communicating with customers are sped up more basic questions such as order progress and stock levels.
Zendesk
What do you like best about the product?
The technology itself and the new products that are being rolled out to improve customer experience
What do you dislike about the product?
That the analytics /reporting data is very limited if you are not in the higher plans. We were part of the original users of Zendesk and the reporting suite offered before was very good but when we were offered to upgrade our plan to the current plans, we lost our reporting suite.
What problems is the product solving and how is that benefiting you?
Zendesk is our main customer service tool and all the customer communication data are located in a central tool.
Been running our business since 8 years
What do you like best about the product?
The most useful feature is email piping. Every ticket can be responded to through email. One doesn't need to log in to the support portal. It makes it super easy for our customers.
What do you dislike about the product?
It's so far one of the best products. There's only a small thing that could have been better which is more number of lists visible in a single view. We have more than 25 lists and only 10 show up at once at most.
What problems is the product solving and how is that benefiting you?
We use email threads for all our ongoing orders. Zendesk makes it easy to add teams in Cc and brings all communication to one place.
Support Suite is Convenient and Super Helpful
What do you like best about the product?
I like how easy it is to chat with a real person in real time while still using the Zendesk interface.
What do you dislike about the product?
Easier customization of the agent signature.
What problems is the product solving and how is that benefiting you?
We are able to track the response time being spent on customer inquiries. Also able to track all inquiries per customer account at a glance.
Recommendations to others considering the product:
The setup was extremely easy, but I recommend the assisted configuration package.
Very helpful!
What do you like best about the product?
Zendesk is always there to help us with any issues we may have. We recently upgraded to Enterprise, and are still figuring out all of the extra features we can use.
What do you dislike about the product?
When making reports in Explore, it would be nice if there can be a little tooltip next to the word to explain what it is. EX: D count vs Count.
It would be awesome if we can assign live chats by timeslots certain agents take over the live chat.
It would be awesome if we can assign live chats by timeslots certain agents take over the live chat.
What problems is the product solving and how is that benefiting you?
Solving the issue of why calls were missed, and making reports to see our business trends. This helps us to dig deeper to see why calls were missed and how to improve on training.
Recommendations to others considering the product:
Zendesk is always there to help us with any issues we may have.
Zendesk is my favourite tool for customer support teams!
What do you like best about the product?
I have not found other products that have a similar experience/workflow as Zendesk. I could be biased because Zendesk was the first tool of its kind I used, but whenever our organizations explored other options they were always limited or lacking and I still don't believe there is an equal competitor that does it the same way as Zendesk support.
What do you dislike about the product?
I am not a fan of the delay in fixing issues that clients have been reporting for years such as the CSAT rating issue where negative ratings can occur automatically. I have not submitted a feature enhancement or bug before but from what I have seen on forums, zendesk tends to take some time to actually implement/update clients on the feedback they submit.
What problems is the product solving and how is that benefiting you?
We use zendesk as our main ticketing software so we are the primary point of contact for our clients needing support, we are solving more than a problem with this product, it is our foundation. Realized lots of benefits such as integrations with other apps, helpdesk platform, and the messaging platform.
Intuitive while beeing able to customize
What do you like best about the product?
While having used many different ticketing systems I have found Zendesk support to be very user friendly and tought trough. I get the feeling that Zendesk is built with user experience in mind, both for end users, agents and admins. Documentation is easy to find on the web.
What do you dislike about the product?
From my business perspective, I miss the focus on supporting multiple customers and sharing the agent views with customers. Like beeing able to work with customers within Zendesk while selecting what to share.
What problems is the product solving and how is that benefiting you?
Ticketing database, FAQ, self-service with zendesk guide. Chat with customers through Zendesk Chat inside Guide. Automations with triggers, integrations with opsGenie for a seamless monitoring/alert handling.
Zendesk has been a valuable tool to me and my organization
What do you like best about the product?
What I like most about Zendesk is the organization of the system itself. The ticketing system via Support in particular has streamlined our resolution process when it comes to managing user inquiries.
What do you dislike about the product?
A downside of the suite is that sometimes an email that has been authenticated and allowed to message our team still gets marked as spam and we have to manually recover it. The issue with this is that we are not expecting it to go spam, so time is lost in the resolution of the issue because the messages are lost.
What problems is the product solving and how is that benefiting you?
Problems that we are solving with Zendeks Support Suite are related to issues and errors that occur within the software that we use at our organization. We are the hub for these issues.
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