Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Great tool
What do you like best about the product?
The tool is easy to use and highly configurable for different departments.
What do you dislike about the product?
I would like more distinction in terms of data that can be seen and forms that can be accessed between end-users who are customers and end-users who work at my company.
What problems is the product solving and how is that benefiting you?
Software product support, Internal IT requests
Great Customer Service! Anytime there are any issues they are resolved quickly.
What do you like best about the product?
It integrates all customer interactions into a platform that is easy to navigate. It is also easy to personalize so that it fits your business needs.
What do you dislike about the product?
Sometimes we have to restart to be able to take calls without them dropping.
What problems is the product solving and how is that benefiting you?
We have been able to quickly solve our customer's issues. Combining their email and phone numbers together makes for a seamless way to view all the interactions.
Recommendations to others considering the product:
Use macros and tags as they will help filter the customer interactions to the correct people.
ZenDesk support is great
What do you like best about the product?
The live chat and agents are amazing; I have contacted them a few times and always gotten a resolution.
What do you dislike about the product?
The views are confusing at times and I do not like that I cannot pin certain views in place; I have to go search for the view that was created and then use it.
What problems is the product solving and how is that benefiting you?
We needed an automated ticketing system; so far it has met expectations
Happy customers. Happy agents.
What do you like best about the product?
Overall good experience. Very happy with the the product and the business rule feature (automation/triggers) that help us stay organized with the tickets while never missing our SLAs. The GUI is intuitive and fully customisable.
What do you dislike about the product?
The product and options are pretty pricy. There are cheaper options out there, but maybe not quite so complete. It functions the way it needs to, and you're able to handle customer tickets with ease.
What problems is the product solving and how is that benefiting you?
Requests from different channels.
Tickets can be raised via the usual sources: email, chat, in-app support, phone, and the web. Zendesk also provides outbound messaging for agents, a self-service portal for the general population, and an open application programming interface (API). The various ways tickets can get into Zendesk Support is one of its strengths.
Agents can add internal notes to tickets, which can help when multiple agents are handling tickets during their lifetime.
The Explore module provides analytics plus a query tool to build just about any report you can think of.
Tickets can be raised via the usual sources: email, chat, in-app support, phone, and the web. Zendesk also provides outbound messaging for agents, a self-service portal for the general population, and an open application programming interface (API). The various ways tickets can get into Zendesk Support is one of its strengths.
Agents can add internal notes to tickets, which can help when multiple agents are handling tickets during their lifetime.
The Explore module provides analytics plus a query tool to build just about any report you can think of.
Best Customer Service Tool
What do you like best about the product?
I love how well the search engine works. I have a variety of templates for specific questions and Zendesk's search engine and tag system helps me pull up previous emails quickly and efficiently.
What do you dislike about the product?
For me personally, the interface can be a little more user-friendly. I feel like the settings in the Admin section are difficult to navigate.
What problems is the product solving and how is that benefiting you?
Quickly finding real customer inquiries. When we previously used our Outlook inbox to answer customer service emails, I had to sort through a lot of spam and marketing emails to find real customers reaching out to us.
Awesome support
What do you like best about the product?
I was provided the correct resources very quickly.
What do you dislike about the product?
There wasn't anything that comes to mind.
What problems is the product solving and how is that benefiting you?
How to assign tickets to agents. It is helpful in getting information to internal teams.
Fast and Efficient Live Chat
What do you like best about the product?
I like that you can see where you are in the Live Chat queue line and see real-time how soon you will be assisted.
What do you dislike about the product?
I do wish, that instead of referring to articles, that the Live Chat agent would just provide the solution.
What problems is the product solving and how is that benefiting you?
I just wanted to mute my notification sounds since I do not use that part of Zendesk yet, so no reason for me to hear the dinging constantly.
Recommendations to others considering the product:
I recommend the Live Chat feature, very convenient if you need help!
Literally indispensible. Any company that does support shouldn't be without it.
What do you like best about the product?
Keeping track of all ongoing tasks which leads to higher user satisfaction.
What do you dislike about the product?
It would be nice if some of the reporting functionality was easier to access and had better documentation.
What problems is the product solving and how is that benefiting you?
IT support tasks. Salesforce support
Highly recommended.
What do you like best about the product?
Integration with different communication modes.
What do you dislike about the product?
It's a little slow sometimes however their customer support is extremely helpful in resolving the issues.
What problems is the product solving and how is that benefiting you?
Customer support and sales.
Great product!
What do you like best about the product?
It's simple and easy to use! UI is easy on the eyes. There are so many things you can report out on. The default dashboards and queries are convenient and make it easier to customize without spending hours learning. There are many support articles available that walk you through certain features.
What do you dislike about the product?
The guide is minimal as far as including tables, fonts, etc. I wish there were a way to be able to customize articles more. PDFs appear as attachments instead of being embedded within the articles.
What problems is the product solving and how is that benefiting you?
We are connecting social media sites to respond to customers from one place easily. Enabling proactive texts is helping us reach more customers that we wouldn't be able to if only using email.
Recommendations to others considering the product:
Go for it! It's one of the best support tools I've used.
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