Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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Easy to use and great support!
What do you like best about the product?
Simple search functionality and easy to maintain Knowledge Base / Help Center
What do you dislike about the product?
No dislikes. It's working well for us. Thank you!
What problems is the product solving and how is that benefiting you?
Search function wasn't ranking results properly. It has been resolved and is working properly now.
One of the best CRM software for customer support.
What do you like best about the product?
Zendesk is a one-stop solution to all my CRM needs, including email customer support and calling support; they have it all. The best part I love the most is having the option to customize according to my needs and views.
What do you dislike about the product?
Zendesk doesn't have direct integrations with other enterprise software, which makes me rely on other third-party API integrators. But otherwise, its the best CRM system.
What problems is the product solving and how is that benefiting you?
Zendesk helps me support all my customers with a highly appreciatable TAT score. Their software keeps records of the customer information and the raised tickets, which allows me better service them.
Zendesk helps us keep ticketing in check
What do you like best about the product?
I enjoy how simple and easy it is to use Zendesk, its really easy to train someone around how to use Zendesk support and get our team up and running.
What do you dislike about the product?
As someone who previously used Servicenow as their ticketing system, I wish more customization was possible for Ticket requests and a mobile catalog for users. Filling out forms is outdated; users want to be able to type in keywords to request things and or use Slack to request. However, Zendesk does have a Slack integration, but its capabilities are not very robust and limited. There is also no built-in hardware management within Zendesk. We have to use a third-party tool called Asset Sonar to integrate into Zendesk, which is enormous for Help desks.
What problems is the product solving and how is that benefiting you?
Helps create organized ticket views so we can effectively solve our end user's tickets. Helps me prioritize which keys need support first rather than figuring out which tickets should be actioned on so we can remain with high CSAT scores.
It's great but it needs more tools for admins
What do you like best about the product?
Ease of use and seeing as how it is the top most used tool for tickets
What do you dislike about the product?
There's some tools that would make it easier to manage, like being able to see who made which changes and when and also a better way to sort the views.
What problems is the product solving and how is that benefiting you?
It's a nice way to keep track of all tickets and whether they've been solved or not
Zendesk support rocks!
What do you like best about the product?
On-call support, like support's chat feature is personally my favorite. Being able to quickly get help without having to leave the platform or switch to email is amazing.
What do you dislike about the product?
There's nothing at the moment that I dislike. If I had to choose something, I would prefer there be more hands-on support actions, rather than a push to have clients solve issues themselves using the Help Articles.
What problems is the product solving and how is that benefiting you?
The Zendesk support suite solves real time platform issues like problems with triggers, suspended tickets, sorting issues, etc. General maintenance and platform usage
Overall Nice All-in-one Support Platform
What do you like best about the product?
AI agent and Agent Copilot have been useful tools for our team as well. There has also been more and more apps available which has been really helpful.
What do you dislike about the product?
The Help Center tools have been buggy. Sometimes I'm unable to update articles or create new ones.
What problems is the product solving and how is that benefiting you?
Zendesk is helping my team and I solve users' issues faster. We can access all the information we need within the Zendesk ecosystem, which is very helpful. The new update also has nice features, such as automatic ticket translation.
Zendesk as your company's 5 stared CRM
What do you like best about the product?
Wide opportunities of automation, very smart and solid solution. Special programs for startups and trial period to test-drive the solution without any commitments.
What do you dislike about the product?
The solution is very well developed and that's why it requires some time to learn about all the features, triggers, automation etc.
What problems is the product solving and how is that benefiting you?
Zendesk is your company's enterprise-class CRM system!
Does the job pretty well. Cust support is hit/miss and their acquisition will likely make it worse
What do you like best about the product?
The system works great and does what is says. It is a mature platform with a fully-featured API
What do you dislike about the product?
Customer support is not very good. Many hoops are required just to even interact with an agent and almost all customer support must be done in a tiny chat window that only shows up on some pages of their website. They were recently purchased by private equity, so expect the service to begin a downward spiral.
What problems is the product solving and how is that benefiting you?
The provide a platform for customer support and it works as advertised. It's fine
The most powerful and feature rich support solution on a similar level to Freshdesk.
What do you like best about the product?
A lot of possibilities for supporting customers. Also automating things to prevent manual support.
What do you dislike about the product?
A huge amount of easy and small feature request are waiting since years in the community. Easy to fix but Zendesk is only focussing on new products they charge again for. Basically giving the look of Zendesk being greedy while already having huge prices while especially the more expensive plans additional functions do not really justify the often doubled prices.
What problems is the product solving and how is that benefiting you?
Providing a solution for customer support that can help fixing customers problems while also being able to save time because of automations.
Outstanding application, easy to configure and even easier to use!!! 5 Stars!!!!
What do you like best about the product?
Ease of use, Zendesk does more for me automatically than I could have ever imagined and the configuration was sooooooo simple and easy.
What do you dislike about the product?
Light agent roles only allow for internal comments. If they submit request via email as an end user it does not append the comments or email as a public reply.
What problems is the product solving and how is that benefiting you?
Zendesk is providing me reporting and the ability to escallate while keeping the same ticket and form available. It allows multiple different departments to input and track tickets worked by the support staff.
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