Zendesk Suite
ZendeskExternal reviews
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Zendesk is the best kind of dream
What do you like best about the product?
I love the integrations Zendesk has! Our team uses quite a few and they're all handy. I also love how easy it is to organize and view old/new tickets. Their support team is incredibly fast and helpful too!
What do you dislike about the product?
The only thing I think is lacking (and maybe I am just missing it!) is there is no way to track how long an agent is idle in a ticket; however, we can integrate TymeShift into ZD and they track that :)
What problems is the product solving and how is that benefiting you?
We have a very busy Helpdesk so we are constantly solving a number of issues ranging from technology issues, software support, basic facilities issues etc. Having everything in ONE area is a major benefit - being able to go back and look at reoccurring issues and how they are solved is awesome.
Recommendations to others considering the product:
Just go for it! Play around with the features :)
Easy to understand and build by your own
What do you like best about the product?
I've never worked before with a customer
What do you dislike about the product?
service platform, now I even setup one by myself. Its intuitive and easy for dummies
What problems is the product solving and how is that benefiting you?
Customer Service department building and growing
Recommendations to others considering the product:
Easy to setup
Zendesk Quality Service
What do you like best about the product?
I like the professional Support we receive from Zendesk. Anytime we have a question or an issue arises Zendesk Support is always available to assist. Great Service!!
What do you dislike about the product?
There is nothing to dislike at this time.
What problems is the product solving and how is that benefiting you?
Customer Support Agents' efficiency to support our customers and provide detailed information on the resolution and outcome of the ticket. As always GREAT Service!!
Recommendations to others considering the product:
Great Product, would recommend it to anyone.
The value that Zendesk provides to our customers
What do you like best about the product?
How practical things are even to beginners who never worked with the platform before. I started without the knowledge of triggers, automations, etc, and I could learn them within a week.
What do you dislike about the product?
Sometimes we need third party apps to fill out some spaces that Zendesk doesn't fill, like a better way to reassign tickets based on schedules (like Round Robin).
What problems is the product solving and how is that benefiting you?
I build automations and triggers for my company. My job is to make our agents' job easier.
I also gather data from Zendesk Explore to help other fields of the company, like sales and marketing.
I also gather data from Zendesk Explore to help other fields of the company, like sales and marketing.
good experience
What do you like best about the product?
good support system, approachable, understandable,
What do you dislike about the product?
complicated settings, a lot of work if you don't know IT
What problems is the product solving and how is that benefiting you?
fast to respond, aproachable
Great support app!
What do you like best about the product?
I love that it is very easy to use. Even if you're not so techy, you can explore or follow along with guides on how to do something. There are a few times I encounter some difficulty, but the community discussion help a lot.
What do you dislike about the product?
formatting---adding emojis, it causes line break. It doesn't look good. And support said there's only some emojis but i tried almost all and they all cause line breaks
What problems is the product solving and how is that benefiting you?
We were having issues with consolidating customer concerns, while pulling up their customer information, and saving templates. We used to have different platforms for chat, email and phone. So with zendesk, we were able to get all three in one app. plus other platforms such as whatsapp, facebook messaging, etc
Recommendations to others considering the product:
best omnichannel support
Hard to compare!
What do you like best about the product?
Expectation setting is always appreciated. Somehow, the automated bot that Zendesk always gives updated waiting times (as if this was a theme park) so I know when to come back.
What do you dislike about the product?
I wish that the Zendesk messaging feature had sounds to let me know when the agent responds to me.
What problems is the product solving and how is that benefiting you?
The questions I come in with are always far between each other, it's not all relative to each other. The coverage that the team provides is extremely strong and they're able to provide extra reading material, when applicable.
Recommendations to others considering the product:
Zendesk offers round the clock support for all questions surrounding their suite of applications and there is never a dip in quality of that service!
Everything in one place.
What do you like best about the product?
I love that I can see most of what I need from one workspace. We can service our customers with ease.
What do you dislike about the product?
I would love to see a more robust CRM platform within Zendesk support.
What problems is the product solving and how is that benefiting you?
We manage multiple websites and Zendesk makes it easy to identify the correct site's support tickets.
Best support suite I found, but nothing is perfect in this world.
What do you like best about the product?
There is right mixture of simple and complex. We are beginning small, but I see Zendesk can scale a lot. When I was choosing ticketing/support system for us I reviewed my support experience with other companies - all that was not using something homebrew was on Zendesk.
What do you dislike about the product?
Information about licenses could be more clear - the first license is for admin only, so If you want 2 users - 1 admin not doing tickets and 1 agent, you need 2 licenses. Not a big deal. Also kind of mixed feeling - my ticket to Zendesk went unanswered, but when I asked the guy from sales he promptly solved it for me.
What problems is the product solving and how is that benefiting you?
We are AV integrator, we need system to track RMAs and SLAs of serviced projects. Zendesk seem to fulfill this, but we are just going to run it in production, so there is no benefit yet (but I can see it in opposite of group email and google app spreadsheet).
Recommendations to others considering the product:
Remember when you get good support from others. What were they using?
Easy, quick, and with the right info
What do you like best about the product?
the speed of the reply.and also that they were no stupid questions. Only relevant questions. I used it for purchasing a new number in Zendesk Sell for one of our employees
What do you dislike about the product?
I don't really disliked anything today. Usually, the supporters are engaging slower then today, but today it was on time and it worked pretty good. There were some issues with the bot to be honest, but it's fine. :)
What problems is the product solving and how is that benefiting you?
Usually just changing numbers for some of my colleagues. But mostly, if there are issues with Zendesk for our company, I would be the one contacting you guys :)
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