Zendesk Suite
ZendeskExternal reviews
6,642 reviews
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Super!
What do you like best about the product?
The support. Respond time is very good!! I had a ticket where i had an issue with several problems. And the support team solved it very well with quick response time. I would definiltly recommend the support and product to friends, family and knowns.The Zendesk support system is very good working in it. The setup is easy, the navigating is easy, and the whole platform is perfect to both users and administartors and customers. we had a customer that said creating a ticket was so easy! They just sended us a email, and the issue was solved withn 10 minutes because of the easy navigation in Zendesk and the easy handling in ticket management, So Zendesk just works.
What do you dislike about the product?
Nothing, there is really nothing i dislike about this.
What problems is the product solving and how is that benefiting you?
That the supporter was very helpful. The issues was some custom fields and checkboxes in tickets. Several supporters were very helpful and helped me fixing the problem very easily. I once 1 month ago had an issue where the slider for checkboxes was not shown. They are still investigating this issue, but so far they are good to respond back to me and keep me updated of how the ticket is going. I belive the name for the supporter was Charles, so this supporter is very effective and good in respond time.
Recommendations to others considering the product:
Zendesk is the best choice
We transition from Zoho Desk to ZenDesk due to the lag in their product. We love it!
What do you like best about the product?
Your vast integration software allows all endpoints into ZenDesk. This creates a single application within my organization for support users.
What do you dislike about the product?
The twilio integration for phone, based on my investigation you have to use Twilio Flex, this is a part that Zoho Desk performs well. They have a basic IVR system built into their software (nothing major), then they allow direct Twilio webhook into the application thus reducing the customers calling cost drastically.
What problems is the product solving and how is that benefiting you?
SMS and Email integration is working seamlessly but it's the speed of the application which we prefer over everything.
Delightful support tool to launch and scale out of the box
What do you like best about the product?
Zendesk is easy to launch and expand. It has robust built-in tools and functionality that allow smaller and mid-size companies to offer an impressive support experience. These built-in tools include but are not limited to API integrations for in-app submissions, automation and triggers to remove repetitive work, an in-house help center to offer your customers, and in-house dashboards and reports that you can customize.
What do you dislike about the product?
They foster a community of feedback but some feedback is years old and has still gone unchanged. For example, the ability to pause SLAs for on-hold tickets has been a multi-year request, yet no changes. Their built-in CSAT functionality is archaic and provides binary, yes or no answers only. Zendesk should listen to their customers and improve both of these features, yet they haven't for years.
What problems is the product solving and how is that benefiting you?
We can provide omnichannel support to all our members and know that the sky is the limit. Although we may not offer chat or utilize the chatbot feature, knowing that we can down the road via the suite offering is nice.
Easy to use, thorough metrics, feels like home.
What do you like best about the product?
Zendesk is unbelievably easy to use. Has a bunch of fantastic add-ons and is so intuitive to use.
What do you dislike about the product?
Sometimes I wish there were more resolution types!
What problems is the product solving and how is that benefiting you?
Equally balancing load on my team is difficult. Zendesk does incredibly at giving us visibility on how everyone is doing and how to best distribute the load.
Most complete support software
What do you like best about the product?
We have plenty of features we can use to optimize customer service, including preformatted answers, answer bots, triggers and automations based on customized criteria.
What do you dislike about the product?
A bit difficult to understand well how everything works. Due to the number of features, Zendesk is highly complex.
What problems is the product solving and how is that benefiting you?
We are answering to leads, user doubts and problems with our product. Less often, we also receive requests for affiliates, partners and guest posting. Major benefits include the possibility of answering fast and creating reports about our communication.
Recommendations to others considering the product:
Define workflows for each ticket (who will answer, how urgent are they, etc.) and explore triggers and automations. That will improve the performance of your customer service.
Good job
What do you like best about the product?
The support. Respond time is very good!! I had a ticket where i had an issue with several problems. And the support team solved it very well with quick response time. I would definiltly recommend the support and product to friends, family and knowns.The Zendesk support system is very good working in it. The setup is easy, the navigating is easy, and the whole platform is perfect to both users and administartors and customers. we had a customer that said creating a ticket was so easy! They just sended us a email, and the issue was solved withn 10 minutes because of the easy navigation in Zendesk and the easy handling in ticket management, So Zendesk just works.
What do you dislike about the product?
Nothing, there is really nothing i dislike about this.
What problems is the product solving and how is that benefiting you?
That the supporter was very helpful. The issues was some custom fields and checkboxes in tickets. Several supporters were very helpful and helped me fixing the problem very easily. I once 1 month ago had an issue where the slider for checkboxes was not shown. They are still investigating this issue, but so far they are good to respond back to me and keep me updated of how the ticket is going. I belive the name for the supporter was Charles, so this supporter is very effective and good in respond time.
Recommendations to others considering the product:
Yes, I will recommend Zendesk. Look for Zendesk
ZenDesk is a great CRM
What do you like best about the product?
I like the cloud base functionality, along with the ease of use across different OS and devices. And the speed of Support.
What do you dislike about the product?
The issues with the SLAs displaying has been a problem, but a work around is nice to have.
What problems is the product solving and how is that benefiting you?
We have all of our communication come into ZenDesk, and it is nice to see and quantify what comes in on a daily basis.
Recommendations to others considering the product:
Definitely read support articles and test everything before rolling anything out
Easy support
What do you like best about the product?
Very fast and easy to understand. Accessible for any help needed
What do you dislike about the product?
I could not think of anything as of the moment
What problems is the product solving and how is that benefiting you?
Anything CS-related. So far, we only have ideas but haven't handled anything yet
Recommendations to others considering the product:
I can efficiently train newbies. Everything is seen on one page, which is very helpful.
Great customer service and product
What do you like best about the product?
The response time from the sales and support team was excellent. I always feel like I have a resource to reach out to with questions, and it will be resolved quickly, allowing me to get back to my customers.
What do you dislike about the product?
The setup is not entirely intuitive for the chat bot logic and flow. It could be more user-friendly.
What problems is the product solving and how is that benefiting you?
We use it for customer support, and we're seeing the benefits of having an all-in-one resource that can answer customer questions with and without actual human interaction.
Very Helpful And Useful
What do you like best about the product?
The ease of the help menus and the live chat feature is very helpful.
What do you dislike about the product?
Just what I don't understand, but the help desk helps cover it.
What problems is the product solving and how is that benefiting you?
They are helping with Triggers and the messaging system. The ease of communication, once things are set correctly to what we need, is a huge time saver.
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