Zendesk Suite
ZendeskExternal reviews
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A suite of products we couldn't live without
What do you like best about the product?
The amount of functionality at our disposal to creating an engaging agent workspace where we can provide the best support to our clients
What do you dislike about the product?
Zendesk Support views could do with an update, why are we restricted to only 10-12 views on one page?
A better way to re-order views (why do we need to go into a menu and then select the specific order, why not just drag and drop?)
A better way to re-order views (why do we need to go into a menu and then select the specific order, why not just drag and drop?)
What problems is the product solving and how is that benefiting you?
We're helping our clients get the most out of our SaaS product. Zendesk Suite allows us to collaborate with agents around the world to provide a seamless 24-7 support cycle for our clients.
We'd be totally lost without it
We'd be totally lost without it
Powerful but lots of engineering and setup required
What do you like best about the product?
Lots of customization and a level up for my support team
What do you dislike about the product?
Lots of engineering effort required by my team to make work with our lroduct
What problems is the product solving and how is that benefiting you?
Auto solving with automations, better team routing. Good reporting
Live support chat help
What do you like best about the product?
I used the live support chat help option. It was quick and easy, I got in touch with an agent within minutes and got my questions answered. They were super helpful and made sure all my questions and concerns were acknowledged before closing the ticket.
What do you dislike about the product?
The only downside is having to type out my questions. Sometimes it can be harder to type than it would be to explain on the phone.
What problems is the product solving and how is that benefiting you?
Typically questions around ticket filtering and triggers.
Recommendations to others considering the product:
Worth it, especially while still familiarizing yourself and company with Zendesk.
Zendesk is Both My Favorite and Most Frustrating Tool
What do you like best about the product?
I love the ability to customize Zendesk with triggers and automations. Complex workflows and problems can usually be broken down, analyzed, and solved using the tools at hand without having to be a developer.
What do you dislike about the product?
There are big flaws and limitations that Zendesk knows about and customers have complained about for years. It's frustrating to know that they know this, but nothing has been changed. At the same time, it's understandable that some things are just not feasible, but the limitations are still frustrating.
What problems is the product solving and how is that benefiting you?
Support has taken charge of issues that are both simple and complex for us. We don't have to frequently use them because answers can be found in the community, but when we do, it's escalated quickly and they stay in touch until it's resolved.
Quick and detail replies which really helped sort out the issue at hand!
What do you like best about the product?
Really simply and easy to follow instructions
What do you dislike about the product?
It did take a bit of time to find where to reach out to the Zendesk support team. I tried calling this morning
What problems is the product solving and how is that benefiting you?
The issue was with my account itself and being able to use the phone feature.
Does the job for a good customer relationship
What do you like best about the product?
- language detection
- automation & triggers (chat & support)
- explore which can grab you a lot of data
- dynamic fields
- automatic tickets using Zapier (from external sources)
- automation & triggers (chat & support)
- explore which can grab you a lot of data
- dynamic fields
- automatic tickets using Zapier (from external sources)
What do you dislike about the product?
- the configuration between the different tools is not consistent. You never know where you have to figure things for the Chat or the Help Center; sometimes, you have to configure parts in Support.
- lots of old needs expressed by the community are still not available
- lots of old needs expressed by the community are still not available
What problems is the product solving and how is that benefiting you?
Gather all the history of a customer from several inputs (chat, mail, etc.) at the same place. It makes the relationship easier as it helps all agents to have a quick overview of the last customer's needs or issues.
Zendesk suite : all in one to manage your customer support
What do you like best about the product?
Zendesk suite is a complete set of products that allows you to manage your support by providing your customers a high level of information (Zendesk Guide) and different communication channels (Zendesk Support, Chat & Talk).
Zendesk Explore is also great for reporting on each of the zendesk suite products !
Zendesk Explore is also great for reporting on each of the zendesk suite products !
What do you dislike about the product?
Zendesk explore should be more easy to use, possibility to build requests that are not pre-saved instead of coding.
Also, the possibility to connect our business customers who uses zendesk to our zendesk support (and allow them to fill our customer fields) would be very nice to have.
Also, the possibility to connect our business customers who uses zendesk to our zendesk support (and allow them to fill our customer fields) would be very nice to have.
What problems is the product solving and how is that benefiting you?
I tried to add multiple languages to our Zendesk Guide but our posts didn't show up in the french interface.
Zendesk helped me to check why it was not working and now my issue is solved.
Zendesk helped me to check why it was not working and now my issue is solved.
Recommendations to others considering the product:
Just improve Zendesk explore as said before and also add the possibility to interconnect our zendesk to our customer zendesk solution without paying for more agents.
The best customer relation app.
What do you like best about the product?
You can easily share private notes across the organization.
You can easily track your tickets.
It offers so many ways to interact with customers.
It is very fast, and therefore you can quickly jump between items.
You can create triggers that come in hand when dealing with tickets.
It offers integration with other apps on Zendesk marketplace.
Ease of creating tickets.
Ease of passing tickets to other agents.
You can easily track your tickets.
It offers so many ways to interact with customers.
It is very fast, and therefore you can quickly jump between items.
You can create triggers that come in hand when dealing with tickets.
It offers integration with other apps on Zendesk marketplace.
Ease of creating tickets.
Ease of passing tickets to other agents.
What do you dislike about the product?
The feature of closing tickets is not yet efficient.
The phone app crashes so easily.
You cant prioritize requests.
The phone app crashes so easily.
You cant prioritize requests.
What problems is the product solving and how is that benefiting you?
Tickets are no longer being left unattended.
Teamwork is now boosted, which has increased our output.
Customers are no longer complaining of delayed responses.
Questions between agents are answered without needing another platform.
Teamwork is now boosted, which has increased our output.
Customers are no longer complaining of delayed responses.
Questions between agents are answered without needing another platform.
Recommendations to others considering the product:
If you are looking to make communication with your customers more effective and friendly, then I recommend Zendesk. It will give you a platform that will ease your communication and improve the customer support you give.
Zendesk Review 07/27
What do you like best about the product?
I like the ability to keep an accurate database of past interactions with customers
What do you dislike about the product?
I dislike that there can be times where things are not loading properly
What problems is the product solving and how is that benefiting you?
It allows us to solve the issue with customer interactions and details from being scattered among all employees. We can act as a team and compile information together.
Nimble Solution for Our Escalation Issues!
What do you like best about the product?
I have been most pleased by the ease of learning, integration, and use. I would consider myself moderately tech-savvy and found the learning curve to understand and use the product to be easy. Any obstacles were bridged by the vast already present knowledge base re: the Zendesk application.
What do you dislike about the product?
Sometimes the knowledge base articles are not as specific as I would prefer. I find the product service team to be excellent but at times quite delayed.
What problems is the product solving and how is that benefiting you?
Problems we solved included a company-wide clinical knowledge base (a single source of truth for our teams). Additionally, we established several escalation pathways for various internal problem areas.
Recommendations to others considering the product:
I would definitely recommend it as a multi-tiered solution platform.
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