Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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ZD Support Fast and Helpful
What do you like best about the product?
Support team knowledge and professionalism
What do you dislike about the product?
Sometimes there are too many results when searching for my specific problem online
What problems is the product solving and how is that benefiting you?
Tracking and solving customer issues on SaaS software
Customer Service 9/1/21
What do you like best about the product?
Helpful, fast, efficient when using live chat. found a solution for me before an important meeting, very grateful.
What do you dislike about the product?
the articles could use some work. or a rework. theyre all pretty old...
What problems is the product solving and how is that benefiting you?
i was looking in to why our answer bot was not suggesting certain articles. ZD support pointed out that the article should contain keywords in the text, not in the title. problem solved.
Very fast response time for all the questions that I wrote to the Zendesk support team!
What do you like best about the product?
Fast response and all the answers that I got from the Zendesk team were precise and good explained.
What do you dislike about the product?
Maybe I can say that there are many auto-reply emails sent from the platform to the end-users.
What problems is the product solving and how is that benefiting you?
Problem with the Chatbot/Web Widget design and a problem with the translation of the platform on a language that is not fully supported. (Macedonian)
Recommendations to others considering the product:
Not to think twice, the best option for support center to have and use for own purpose!
Very prompt responses!
What do you like best about the product?
I like how quickly an agent first responded to my request. The agents are also very kind and supportive.
What do you dislike about the product?
Nothing, I overall had a good experience.
What problems is the product solving and how is that benefiting you?
I was having trouble sending emails to customers through Zendesk, and the agent helped me to realize that the emails are being sent to the customers spam folders.
Recommendations to others considering the product:
I would give it a try, it works very well.
Super easy to use and powerful
What do you like best about the product?
The simple interface to manage tickets and interact with them.
What do you dislike about the product?
User management is split between support and admin center.
What problems is the product solving and how is that benefiting you?
It helps us to provide high-quality support to our customers. It helps us keeping our SLAs with visible hints.
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.
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