Zendesk Suite
ZendeskExternal reviews
6,481 reviews
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It took longer than expected but it was solved. Incoming chats and client´s reply´s had no sound.
What do you like best about the product?
It´s easy to reach support and the chat was shortly accepted by one agent.
What do you dislike about the product?
That it took sometime to solve the issue. I was asked to try another browser (where I do not have my credentials and that I do not use).
What problems is the product solving and how is that benefiting you?
I never had any problems before so I am not sure what problems they solve. I really like that there is a chat that is easy to reach.
Zendesk can be very complex; when I need help I can always count on Zendesk support
What do you like best about the product?
Usually, they are very fast with their responses and very clear in their communication.
What do you dislike about the product?
I have no issues with the support service; however, I dislike Zendesk making changes without notifying its users.
What problems is the product solving and how is that benefiting you?
We have many brands/channels in our Zendesk; customizing each and having them not interfere with each other can be very tricky. Zendesk has a lot of moving parts and even though I consider myself an "expert" in Zendesk, I still need to reach out to Zendesk Support from time to time and they always get to the root of the issue.
Fantastic CRM with loads of optional customizations that count
What do you like best about the product?
Zendesk finds the balance between pushing me toward industry CX best practices, and permitting custom configuration and policy control. I like how the different levels allowed us to get started and grow our configuration with our business needs. Stability and dependability have been fantastic, with industry-leading incident status monitoring and notifications. Talk phone solution is very stable with fantastic reporting insights when there is an issue. 10x better than other solutions I have used in the past. Apps are a good way to extend extra features to people so thanks for doing that.
What do you dislike about the product?
Explore dashboard configuration and filters are vexing. Sometimes there are design limitations or features that are zombies with no future. Asking support or product about them doesn't yield much in the way of results as you get pushed to a blackhole product forum. Oh well, I suppose that's the nature of product management to some extent. Proactive tickets, linking tickets, JIRA application limitations are some that come to mind.
What problems is the product solving and how is that benefiting you?
We needed a way to ensure inbound tickets were assignable and actionable, with SLA and topic reporting data. Zendesk achieves this for us in spades along with all of the organization and customer CRM needed to deliver great customer experiences. I like that the suite gives us an all in one integrated platform where we can use what's there or build on top of as we go. For example, we use the default CSAT and support page with few customizations and that's fine, but in other areas, like triggers and custom fields, we have done lots to make it ours.
Great experience
What do you like best about the product?
The chat was active till the issue was resolved
What do you dislike about the product?
Immediate support on chat, initial message was after 15 mins
What problems is the product solving and how is that benefiting you?
Regarding the Zendesk Chat Visitor name and it helps my agents
Overall a great experience
What do you like best about the product?
I find it easy and intuitive to access and complete my tickets. I like the support for hotkeys as well.
What do you dislike about the product?
I dislike that I receive email notifications for every ticket and that I cannot change it without an administrator.
What problems is the product solving and how is that benefiting you?
Zendesk support suite allows me easy access to my ticket queue. The benefit is being able to serve my customer's needs more effectively.
Great all-around platform for customer service
What do you like best about the product?
Combining multiple channels into a single product has been made simple and the interface is easy to use. This allows agents to field requests in a manner that best suits the end user.
What do you dislike about the product?
In order to split emails into multiple tickets requires use of 3rd party plugins. Also not a fan of the new layout that seems to be chat oriented, does not reverse sort which is important for email support correspondence.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to aggregate support requests in a single location, while still enabling the ability to leverage email, phone, and chat mediums.
Great tool with ability to customize for team needs/data collection
What do you like best about the product?
I like Zendesk because it gives me and my company a great way to manager client communications and questions about our product. Macros help us save time, tags help us look what kinds of requests are coming in more often than others, and ability to merge tickets ensures the same client is getting responded to really quickly. Success centre articles
What do you dislike about the product?
I dont think there is anything I dislike so far.
What problems is the product solving and how is that benefiting you?
It is helping us understand what types of articles we need to create more of for our customers and it is helping our agents deliver a consistently awesome response time as a team.
Fast, reliable service
What do you like best about the product?
I like the fast response from the chatbot and agents and the articles that they link me to.
What do you dislike about the product?
There are quite a lot of articles so it can be confusing figuring out which one will give me the information that I'm after.
What problems is the product solving and how is that benefiting you?
It makes it easier for my team to all respond to customer enquiries and give great service
Easy to use, easy to customize
What do you like best about the product?
I do really like the Support platform from a user perspective, and the trigger system is wonderfully dynamic and flexible. I like that form fields and are searchable now (terrific improvement). The marketplace is great for additional enhancements. Macro's are great for standardizing user responses.
What do you dislike about the product?
There are a few things that I'm critical of - like the disjointed admin experience at the moment. I find I have to bounce between Support and Admin to adjust users (moving them from staff to end user or vice versa), but I'm hopeful a more unified experience is on the way. Would like to see an improvement in the Support web portal so that it can more easily be adapted to support internal requesters (who sometimes are also agents), and lock it down so it's not available to just anyone.
What problems is the product solving and how is that benefiting you?
Zendesk originally was deployed to provide Tech Support to the internal staff, which it does fairly well (though if you're an agent, it often treats those users tickets differently, putting comments are internal notes). We then deployed to our call centre and customer relations teams. We deployed large forms for this purpose, and while they work well, I'm hopeful we can pare these down and refine them soon. We are now looking at onboarding our Sales team to Sell.
Zendesk is a powerful and stable one-stop shop for all your CX needs
What do you like best about the product?
First and foremost, Zendesk is super reliable software. I've been using their platform as Support Tech Lead for the last 4 years, and they are evidently putting a lot of effort into monitoring every bit of their service. This translates into a very smooth user experience, which is highly important when handling demanding customers in an online world.
What do you dislike about the product?
It comes with quite a high price tag, although they do have differential tiers that allow you to scale as you grow. Considering the high level of service, I would say this is probably justified.
What problems is the product solving and how is that benefiting you?
Zendesk allowed us to integrate customer inquiries from different channels, and have high visibility into our workload and workflows. We are constantly adding new triggers and automations that help us provide our end-users with tight support.
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