Zendesk Suite
ZendeskExternal reviews
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Great
What do you like best about the product?
Chat and supporting when bein on suport with your teAm
What do you dislike about the product?
We dindt see any thing to dislike using it
What problems is the product solving and how is that benefiting you?
Support for our customers in a saas environment
I work at ITBuilders company, I work on Fortinet devices,I use ZenDesk to provide customer support
What do you like best about the product?
It can be used quickly without the need to learn or follow an explanation for someone else, and it has a speed and simple design that provides a simple way to communicate between the service provider and customers
What do you dislike about the product?
Nothing bad, everything was great and smooth
What problems is the product solving and how is that benefiting you?
Adding a gif in my signature, the Zendesk team is capable, friendly, and responsive
Recommendations to others considering the product:
One of the best and easiest programs
Zendesk Support Suite is a great platform to use and has fantastic customer service
What do you like best about the product?
I like that I can easily manage customer questions, and include team members when their input is needed. The "Internal Note" Feature is amazing, it saves so much time.
What do you dislike about the product?
Some customers are not willing to email a general support email address. They are used to email a person directly. Therefore, we must forward those emails to the support desk.
What problems is the product solving and how is that benefiting you?
We are solving the inefficient way we were contacting customers. The suite automatically translates customer tickets, tracks the amount of time spent on tickets, and creates analytics for specific categories you set.
Recommendations to others considering the product:
Zendesk Support Suite will answer all of your customer support issues!
Very patient and customer centric
What do you like best about the product?
Hiedi was disconnected to me and Uriel took over. It was seemless as the latter just moved forward with my concern. When Hiedi had the chance to return, she went ahead and provided me all the support and patience she could extend.
What do you dislike about the product?
Nothing. It was all good. Nothing to change
What problems is the product solving and how is that benefiting you?
Suspended Tickets. I realized it was more of a protection from unnecessary tickets being created.
Support Help
What do you like best about the product?
It is easy to contact Zendesk on all their platforms to get support help.
What do you dislike about the product?
The documentation for Zendesk is hard to find things in. You have a better chance to find something if your start searching for keywords. There is just so much to learn and understand. That is probably because the documentation seems so vast. I use other software and their documentation and helps are even more vast. You have a hard time figuring out where to start. Zendesk does do much better and has more step by steps for starting out in each platform.
What problems is the product solving and how is that benefiting you?
I wanted to be clear on how their Credit Card Field worked. I wanted to make sure that we are compliant with PCI DSS. The field works the way expected and their redaction also helps with the compliant laws for Credit Cards and other things like PI, PPI, or even PHI.
Recommendations to others considering the product:
Unless you have a programmer to work on setting up Zendesk, have Zendesk set up the website. This is if you plan on using the website fairly maturely. The more features, conditions, and customs that are used the harder the configuration will be for standard users to setup.
Convenient and functional solution
What do you like best about the product?
Simple interface, functionality, responsive support
What do you dislike about the product?
- Helpdesk not auto-refreshing
- no 'talk' service in the mobile app
- no 'talk' service in the mobile app
What problems is the product solving and how is that benefiting you?
All our techsupport functionality is based on Zendesk. Helpcenter, Helpdesk, LiveChat, inbound and outbound calls.
Recommendations to others considering the product:
Very helpful and useful app. I've been in IT techsupport and Customer Relations for 10+ years and used it in 2 companies. This is one of the best solutions on the market. We did an internal research among several competitors before adopting Zendesk. It has proven to be very useful. Visual interface for live chat is very convenient.
Zendesk help support is much responsive and responds quickly for any issue while supporting
What do you like best about the product?
Zendesk help support is the best one I liked till now
What do you dislike about the product?
UI can be made much responsive and faster
What problems is the product solving and how is that benefiting you?
I'm supporting data loader from Mulesoft
Quick and helpful
What do you like best about the product?
How quickly you can get support from the right person on the relevant subject matter.
What do you dislike about the product?
Nitpicking but probably a little inconvenient when getting support for 3rd party apps. Need to first check with Zendesk if the issue is related to your Zendesk instance or the 3rd party app.
What problems is the product solving and how is that benefiting you?
Problems around improvements I'm trying to make.
Zendesk Support Suite: feedback
What do you like best about the product?
Zendesk chat features
Quality of KB articles
Look and feel
Quality of KB articles
Look and feel
What do you dislike about the product?
Difficulties integrating with other services from time to time (e.g. JIRA)
Short trialing period
No staging environment
The fact that there is no web app
Short trialing period
No staging environment
The fact that there is no web app
What problems is the product solving and how is that benefiting you?
Client engagement and retention
Recommendations to others considering the product:
Awesome but make sure you trial alone 1st before getting an account manager.
Support help
What do you like best about the product?
I liked they were very friendly and didn't leave until the problem was resolved
What do you dislike about the product?
Nothing to do with the support team but the support help docs are a bit outdated, certain buttons are not where they say they are.
What problems is the product solving and how is that benefiting you?
Right now in our company we are talking to much to customers we need them to be able to resolve their issues on their own
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