Zendesk Suite
ZendeskExternal reviews
6,478 reviews
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Zendesk is too complicated
What do you like best about the product?
Comprehensive dashboard and easy to read
What do you dislike about the product?
Too complicated to do some configure and not meeting certain requirements, unstable connection in vietnam
What problems is the product solving and how is that benefiting you?
Following tickets
Zendesk is simply the best
What do you like best about the product?
My company had Zoho when I joined 3.5 years ago. I assessed all the competition and selected Zendesk. My department has expanded from 100 tickets a month and 2 reps, to 350 tickets a month and 5 reps and Zendesk has just made it easy. On top of that the customer support, knowledge base, and community support is top notch. I run customer support for a large company and have been consistently impressed with Zendesk.
What do you dislike about the product?
I can't really think of any. Any issues I've had have been resolved quickly. Your solution is the best out there.
What problems is the product solving and how is that benefiting you?
Managing 4 different brands, 5 different people in 4 different locations around the country, hundreds of tickets per month. It allows us to respond to our customers and achieve a 98% customer satisfaction rating.
Easy to use
What do you like best about the product?
It helps to automate manual tasks, routing and quick service to customers. There is a slight learning curve, and with Zendesk providing on-demand training to agents, it saves time to the business.
What do you dislike about the product?
Getting help from their support team can be a wait, especially when you need answers immediately. Help articles can be a bit taxing to navigate as there are articles by the Zendesk team and articles by the community with conflicting information.
What problems is the product solving and how is that benefiting you?
Streamlining the customer support team with processes that help them serve more customers and providing self-service to our customers, deflecting tickets requiring simple answers.
a useful crm program and its supports work
What do you like best about the product?
There are fast and solution-oriented employees. Even when they cannot support our support requests, they convey that they are open to development. This shows how much they care about the customer.
What do you dislike about the product?
I don't like situations where there are no immediate solutions to our support requests for certain issues. They want us to forward it to the development teams via the public forum. When I follow this forum, I see that it has been resolved, but I would like to convey it from a more private area.
What problems is the product solving and how is that benefiting you?
language options and wide range of applications really work for us.
Zendesk Support Suite is very good
What do you like best about the product?
All Zendesk products are linked together and easy to use
What do you dislike about the product?
It's difficult sometimes to check all agent's accesses, because we need to open Guide, Chat and check access there as well as in Support Admin page
What problems is the product solving and how is that benefiting you?
It allows to use all products and make our commumication with customers easier, omnichannel resolve a lot of routing issues
Problem met with understanding
What do you like best about the product?
You meet an agent who will take your issue seriously and will actively look for a solution that fits your need.
What do you dislike about the product?
The confusion of where to initiate the contact with support "get help" and "support help center" are too similar in wording and could be differentiated a bit more clearer
What problems is the product solving and how is that benefiting you?
Zendesk support suite is making sure I can do my job and that I will receive help whenever it is needed, knowing that things will be handled makes my performance go up as I don't need to worry about the technical aspect of the site
Zendesk the only app you need for your team!
What do you like best about the product?
Ive been using zendesk for 8 years now. i love how easy the app is in terms of reporting and as a communication tool.
What do you dislike about the product?
bot needs to be trained more. otherwise the tech support are great!
What problems is the product solving and how is that benefiting you?
they're helpful and educating their user on the same time when we reported any issues encountered. resolution time are excellent!
Zendesk is one of the best suites for your needs
What do you like best about the product?
The ticketing system is one of the most fantastic parts.
What do you dislike about the product?
After two years of using it, I cannot say that I dislike something about it.
What problems is the product solving and how is that benefiting you?
The interface is so familiar and easy to use. Also can make a lot of options on it like automation, categorization, etc.
Enhancing the support services we offer
What do you like best about the product?
Zendesk allows us to streamline the support service we can offer to customers. It allows us to see what tickets are raised by customers and allows the team to work together on solving these quickly and efficiently. The integrations with Microsoft Visual Studio helps us work with other teams in the business. We can also offer omnichannel support services using the guide features. One big advantage is the use of macros to reduce the time it takes to answer most frequently asked questions.
What do you dislike about the product?
There could be more customisable options. We would like to see macros become available when using the chatbot and the new messaging tool could be more customisable. Integrations could also be improved to provide more options, especially with visual studio.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite allows us to set up automation which in turn will enable us to provide out-of-hours support to customers by alerting on-call engineers. The satisfaction functionality allows us to monitor and improve the service we provide to customers.
Best existing CRM in the market
What do you like best about the product?
Integration of triggers, automations, and email responses
What do you dislike about the product?
Explore Insights require a heavy amount of trial and error, no easy integration of tags and insights into agent tickets view
What problems is the product solving and how is that benefiting you?
Customer support via email, we are able to identify issues in our Help Center, bugs in the product, and to a degree measure user sentiment
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