Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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More on offer than Freshdesk
What do you like best about the product?
The system is capable and more sophisticated than other help center tools. I love the automation and level of detail you can track your support center tickets and requests.
What do you dislike about the product?
The admin area of Zendesk is very white. They underuse color. Using more color throughout the admin area to distinguish customer and staff replies would make the admin area easier to use.
What problems is the product solving and how is that benefiting you?
It allows use to track granular ticket data to ascertain exactly what is demanding our support team's time. Zendesk has a conditional form that I can force my staff to update for higher data accuracy.
All the power at your service, all you need to learn is available in the Community
What do you like best about the product?
Once you install it you have a guide to help you get started and using Zendesk. You can go deeper and deeper in the configuration to adapt the Suite to your needs and provide an excellent customer experience. And if you need help, everyone is around, just search or ask the Community.
What do you dislike about the product?
Zendesk customer support has incorporated the flowbot, which is a great product solution. However, I feel talking to a bot is not ideal and you end up requesting a solution to a blocking issue.
What problems is the product solving and how is that benefiting you?
It was easy to get started. The best came when we could integrate all other channels (social, voice and chat) and started leveraging our excellent customer service!
We have found using Zendesk very helpful.
What do you like best about the product?
Zendesk is very easy to use, and easy to expand to be used for various things, such as Support Portal, replying to SoMe comments and moderating.
What do you dislike about the product?
Connecting Talk phone number takes weeks.
What problems is the product solving and how is that benefiting you?
Before Zendesk, it was easy to forget to reply to customer as we used Outlook before. With Zendesk, it is easy to follow tickets.
My issue of accessing Zendesk tickets was resolved at the quickest time.
What do you like best about the product?
The go to resolve the issue and constanly keeping in touch to check if the issue got resolved or not. Checking if the solution provided worked or not.
What do you dislike about the product?
I am not an app developer. So the suggestion to perform troubleshooting with codes, that I did not understand where to enter, i did not like.
What problems is the product solving and how is that benefiting you?
ZDSS solves almost all the issues with the application. It benefits me to deliver client related issues in a convenient and speedy way.
Zendesk and Guide feedback
What do you like best about the product?
Very easy to use. Communicate and collaborate easily.
What do you dislike about the product?
The administration center is hard to navigate and the Guide center lacks advanced editing tools.
Slow at zendesk support agent reply time.
Slow at zendesk support agent reply time.
What problems is the product solving and how is that benefiting you?
The Zendesk support suite allows us to provide quick and easy ways to support our customers. It is easy to manage and check all the support metrics.
A straightforward ticketing system with extensive customization possibility
What do you like best about the product?
Most of the configuration is easy to start using out of the box.
What do you dislike about the product?
The different product offerings can be a bit confusing to navigate.
What problems is the product solving and how is that benefiting you?
Zendesk has the distinct ability to be extended and customized very well. As long as you are willing to learn how Zendesk works, they provide the tools you need to develop the product.
Long Time User
What do you like best about the product?
There are many customization options for the tickets/users/organizations, as well as macros that can be created and used to save a lot of time. The Problem/Incident linking is super helpful too.
What do you dislike about the product?
Exporting data about Organizations alone isn't possible at this point. I mean apart from ticket / user data. There are also search results that can't be sorted over the various columns and that seems like basic functionality that is missing.
What problems is the product solving and how is that benefiting you?
For my role, keeping the Organization records up-to-date so that our customer service reps (who are contracted out and have no access to our CSM) are aware of who to contact with Account (Organization) questions, whether a customer's access to their software was deactivated, etc, is super helpful.
When I was in Customer Service we'd only just started the chat and I didn't get much experience with that.
When I was in Customer Service we'd only just started the chat and I didn't get much experience with that.
Great Customer Service
What do you like best about the product?
There are different features you can use with ZenDesk. This is great for reaching your clients and having a phone and chat system in place.
What do you dislike about the product?
Sometimes searching for the features are not the easiest.
What problems is the product solving and how is that benefiting you?
When I was unabe to be on ZenDesk and had issues connecting, they were great about getting back to me within 15 minutes.
Zendesk support Suite is good with various cool features albeit a bit expensive
What do you like best about the product?
Integrated Email support, Voice support and Live Chat support and ease of integration with various CRM systems.
What do you dislike about the product?
Cost is on the higher side. Tech Support is not quick and responsive, Tech Support can definitely be improved.
What problems is the product solving and how is that benefiting you?
We needed a easy to use Livechat solution as well a Help Guide (customer help desk portal) and Zendesk support Suite has a Live Chat as well a Help Desk guide that is easy to use.
ZenDesk gets the work done
What do you like best about the product?
overview of tasks, ease of assigning a task to a supporter etc.
What do you dislike about the product?
Looks a bit 80-ish. hard to customize and support from ZenDesk is far too slow. Example: I realized that all mails to customers start with "Hi [agentname]" and it really should have been "hi [customer name]" but I couldn't find out where to change it and now, 48 our after submitting a ticket, I haven't received an answer.
What problems is the product solving and how is that benefiting you?
It handles my case load and task aasignito
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