Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Takes time but we got there
What do you like best about the product?
Detailed step by step instructions were given
What do you dislike about the product?
Initally we were told that we couldn't be helped, eventually after pushing and reopening the ticket we found a solution
What problems is the product solving and how is that benefiting you?
Provide up to date information for our end-users and employees. It's nice to keep it all organized; however, there's a lot to set up on my own. I'm a small org, so it's a lot for one person to manage.
A good CRM for mid-size b2b companies
What do you like best about the product?
good interface, really very quick customer support in chat, regularly coming new features, the steadiness of the CRM (never breaks), quick and secure
What do you dislike about the product?
Not flexible enough concerning the interface adjustment - not possible to add an extra tab for leads/contacts page, no integrated tools for duplicates search, not available to subscribe the Reach feature only for one account in the company - you kind of HAVE TO pay it for every colleague, even if s/he doesn´t use it. Also not possible to freeze a note on a lead/contact page to hold it always on top. No possible to add a 2nd category like "Unqualified" with a menu - so you have to build a huge list of all the disqualification reasons which get a mess.
What problems is the product solving and how is that benefiting you?
Managing sales
Recommendations to others considering the product:
Good CRM. Not the cheapest one, but a robust and a solid one.
I really love the automation in Zendesk support!
What do you like best about the product?
What I love the most is automated emails from Zendesk. When our clients reach support team they receive a confirmation email, this makes them feel secure and accompanied. When the tickets are solved, clients receive another automated email to evaluate the service.
That's clever and easy!
That's clever and easy!
What do you dislike about the product?
I'm not too fond of Zendesk email templates.
What problems is the product solving and how is that benefiting you?
We're faster and wiser in attending to our clients. Using macros, automated responses, and tags, we can classify, measure, and solve a lot of tickets in less time than ever.
Recommendations to others considering the product:
Test all the available functions! You can find some surprises about automation and API integrations.
The product is good but the support is sometimes a bit difficult to get things done by email.
What do you like best about the product?
Integration of the product across email, phone and website
What do you dislike about the product?
We had to remove the chat plugin because it is very slow (slows down the website and google page speed). This is very disappointing.
The price is high for a small business like ours
The price is high for a small business like ours
What problems is the product solving and how is that benefiting you?
Customers reaching out for product sales and product support
Easy to use customer support platform
What do you like best about the product?
Has a simple user interface, where everything integrated and customer support is immediate
What do you dislike about the product?
There is nothing for me to dislike, it has a simple user interface that makes it eay to navigate around.
What problems is the product solving and how is that benefiting you?
Customer support and integration Zendesk with whatsapp
Easy to set up, grows with our company. Easy to set up, administrate and develop.
What do you like best about the product?
Easy to customize and adapt to fit most of our needs.
What do you dislike about the product?
Unable to bulk handle fields, e.g., domain on organizations.
What problems is the product solving and how is that benefiting you?
Better track of all cases. No cases are lost or delayed when transferred between departments. Clients always know what's going on and what the status of their ticket is.
Recommendations to others considering the product:
Use an in-house team with assistance from a Zendesk consultant to set it up. It will help you immensely administrating and developing your operations going forward.
It provides all the functionalities a support team needs
What do you like best about the product?
I like the Zendesk Guide the most. It is really helpful to create content for self-serve users to find the information they need.
What do you dislike about the product?
Zendesk Explore is not that intuitive to use as the data isn't complete in some cases and the function is hard to use.
What problems is the product solving and how is that benefiting you?
To reduce the number of tickets by adding KB articles to the support portal.
Quick and painless connection, communication and escalation of my issue.
What do you like best about the product?
I've most enjoyed the ability to have one bundle price for all of our support needs.
What do you dislike about the product?
The people/roles tab within support settings however I understand this is suing changing
What problems is the product solving and how is that benefiting you?
We have expanded into additional contact channels never available to us before and implemented agent workspace
Really helpful and provided some crucial information to getting set up.
What do you like best about the product?
Got my questions answered quickl y *****
What do you dislike about the product?
* more answers in chat not article links
What problems is the product solving and how is that benefiting you?
- Enabling template editing
- finding trigger emails and editing them
- finding trigger emails and editing them
Recommendations to others considering the product:
Works great!
Easy & Integrated
What do you like best about the product?
The platform integrates with all our tools.
What do you dislike about the product?
The default reporting leaves a lot to be desired.
What problems is the product solving and how is that benefiting you?
Having tickets be seamlessly created across all our supporting applications has increased ticket quality and consistency. The ability to integrate the guide portion of the platform into tickets has been a significant value add as well.
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