Zendesk Suite
ZendeskExternal reviews
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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.
Support Suite Review
What do you like best about the product?
I like how easy it is to use. It's very intuitive.
What do you dislike about the product?
I dislike that some of the triggers/automations are hardcoded and you can't manipulate as much of it as you want but it does work.
What problems is the product solving and how is that benefiting you?
We're able to give quick responses to our customers and deliver superb customer service. The users get the feeling that their issues are been handled promptly.
Amazing Product
What do you like best about the product?
Truly omnichannel view. Possibility to automate workflows and integrate with other apps both zendesk and 3rd party, connect social channels, keep your knowledgebase in one place, chat, phone.
What do you dislike about the product?
Well, seems that Zendesk is more oriented on organizations setup which is B2B, not B2C. B2C clients need more focus on brands area. There is big room for improvement now.
What problems is the product solving and how is that benefiting you?
Ass much as possible information could be gathered in one ticket view, on one screen. This allows us to have agents working with 1 screen, from everywhere around the globe. It makes us more flexible and concentrated on something important, instead of switching tabs, apps, windows and monitors.
Recommendations to others considering the product:
Explore zendesk knowledgebase and video learning library.
Zendesk Support- Efficient & Effective
What do you like best about the product?
Ease of contact, clear expectations from team with a smart frontline service bot that makes human interaction swift and pain free.
What do you dislike about the product?
Nothing at all. I found the service helpful and I appreciate that there are regular updates on issues that may be impacting my experience
What problems is the product solving and how is that benefiting you?
Data management, performance indicators which are helpful given the remote new world we now work in,
Zendesk Review at WazirX
What do you like best about the product?
Very easy to navigate through the various tickets, creating, merging everything is perfect.
What do you dislike about the product?
There is not much to dislike about Zendesk till now for me. Going great
What problems is the product solving and how is that benefiting you?
Zendesk, we use to send and receive emails to/from Customers, All related to Crypto Queries we use to solve on it, very fast delivery of emails.
Recommendations to others considering the product:
Yes, I will always recommend this Zendesk support to every organization, it is so fantastic and safe as well.
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