Zendesk Suite
ZendeskExternal reviews
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Stellar Experience for a Technical Support Request
What do you like best about the product?
For me the best part of using Zendesk Support Suite is the extensive list of integrations and truly amazing customer support. I had a pretty unique request not covered in existing support documents and the agent assigned took the time to research and provided a technically sound, nail-on-the-head solution for exactly what I wanted to do. I didn't have to be passed on to anyone else, and the follow-up was superb.
What do you dislike about the product?
The Admin portal isn't as intuitive as I would like. For example, when adding a new Issue Type, it takes you back to the main panel after each one making it tedious for adding multiple Issue Types at once.
What problems is the product solving and how is that benefiting you?
We're a startup so resource constraints are very real and we do our best to provide the best support even with our small team. With Zendesk's automated replies we can set service level expectations with our customers instead of having them wait until someone is available. Possibly I like the macros feature the best as it allows us to have a unified voice when communicating with customers which is important.
Excellent and fast support
What do you like best about the product?
I find that it is really easy to get my query started and then followed up on. I appreciate that every time I have a query, the agents take the time to explain everything thoroughly (issue and solution) and leave the door open should I need further assistance.
What do you dislike about the product?
I do find that the organization of the Support suite can be a bit confusing at times.
What problems is the product solving and how is that benefiting you?
Anything to do with my team being able to log in or use Zendesk properly. I've reached out mainly for product technical support or troubleshooting. I've benefitted from this service by getting clear answers or a promise to have these issues looked into further.
Amazing product!
What do you like best about the product?
I am loving the Zendesk App Builder to create tools that have enabled our CS team to work more efficiently. This was a very easy and intuitive tool to use that has boosted our ticket handling time from average 5 min to around 3 min. I love that Zendesk is allowing AI to be accessible to CS folks that are not too technical.
What do you dislike about the product?
I would love to see better reporting data such as leveraging AI to "chat with your data" because today data is very black and white. There is not a lot of data that one can gather in regards to customer intent or feelings unless tagged, but this can't be fully automated today while there are other tools in the market that can already accomplish this.
What problems is the product solving and how is that benefiting you?
Communication is key at the company. It offers the ability to communicate via many different channels with our customers and offer more self serve options via help center.
Their support was fast and helpful
What do you like best about the product?
They were fast in solving my issue and helped me in everything I needed.
What do you dislike about the product?
Had to wait for 10 minutes but it's okay. They solved my issue quickly after the wait.
What problems is the product solving and how is that benefiting you?
They provide offline chat messaging for us. Nothing gets lost!
Recommendations to others considering the product:
They are willing to collaborate with you when you have an issue. They are fast and reliable.
best in class
What do you like best about the product?
how modern the user interface looks like. how helpful our account manager is. i can really feel that our account manager wants us to be successful in using zendesk.
What do you dislike about the product?
first time using zendesk, i had a bit of a learning curve. this is me with zero knowledge of zendesk. after a few calls and emails with our account manager, we learned a great deal how to use zendesk.
What problems is the product solving and how is that benefiting you?
siloed ticketing tools. every group has their own ticketing system. with zendesk, we can all go to one tool and see all tickets. there are also macros and automations that are really helpful.
A fast, efficient, and intuitive support system
What do you like best about the product?
The UI for customization is intuitive and straightforward, but allows a great deal of customization. Accessing tickets is quick and they are presented in an easily readable, uncluttered manner.
What do you dislike about the product?
The system does lack a way to split a specific message on a ticket off into a new ticket, as seen in some systems like Zoho. Automatically sending the currently input message when a ticket's status is changed can lead to some accidental responses being sent if one is not cautious.
What problems is the product solving and how is that benefiting you?
My company currently utilizes this for software support. It was generally an improvement over Zoho (which was acceptable enough, but less streamlined). Response times have benefited greatly.
Great Support
What do you like best about the product?
Agent was able to help me resolve my issue in a quick and polite manner
What do you dislike about the product?
Wish I didn't have to wait as long for the agent to join, but I know that's out of their control
What problems is the product solving and how is that benefiting you?
Being able to get help from an expert on a system that I'm learning the functionality of
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.
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.
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