Zendesk Suite
ZendeskExternal reviews
6,481 reviews
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Pros and cons but overall worth the investment
What do you like best about the product?
Zendesk's main pros include the quality and efficiency of the email-based ticketing and the range of options for customizing user guides. Additionally, their Support team is among the faster responding and more thorough of other CMS systems.
What do you dislike about the product?
While the Suite contains a full spectrum of support options, the format of phone support and chat does not work efficiently in conjunction with email for small teams whose roles' encompass all forms of support (chat, email, call). For teams that are able to distribute the type of contact to different teams, the system would work fine, but for teams that cannot, it is inefficient to source all support through the Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
The Suite enables efficient email communication with our users and the ability to publish extensive user help guides. The help guides in particular have allowed our team to remain small but still provide an excellent level of support to our users.
Great, all in one tool
What do you like best about the product?
Easy way to communicate with customers across all channels.
What do you dislike about the product?
Some critical details that would streamline service are missed and the support team don't always know the best workaround.
What problems is the product solving and how is that benefiting you?
Allowing us to effectively communicate with customers in one place regardless of the method of contact they choose.
Well designed, clean and understandable support platform.
What do you like best about the product?
The possibility to connect externally made plugins and integrations.
Clean and easy interface.
Clean and easy interface.
What do you dislike about the product?
Lack of sorting of attachments in tickets.
Limited functionality of spam prevention and incoming tickets filtering.
Limited functionality of spam prevention and incoming tickets filtering.
What problems is the product solving and how is that benefiting you?
Routing of tickets and trigger functionality improves the reply time on issues.
Good and fast service.
What do you like best about the product?
Easy to use, quite intuitive, the community is large so one can find all the needed info fast.
What do you dislike about the product?
All is good. There is nothing to dislike here. If plan A doesn't work, there is always plan B available.
What problems is the product solving and how is that benefiting you?
Customer support issues, integration issues, spam, etc.
Great but complicated
What do you like best about the product?
I like the email ticketing system the best and how you have a 360 view of the customer.
What do you dislike about the product?
Zendesk explore, it's too complicated to use. It's also hard to have visibility of your agents, whos logged in at what time and at what ticket.
What problems is the product solving and how is that benefiting you?
It's helping us report on our customers communication to improve products/services
Helping me help others
What do you like best about the product?
I appreciate the meaningful opportunities Zendesk provides me for engaging with my customers and assisting with their support needs. I also appreciate how valued and attended to I feel as Zendesk's customer when I reach out for support as an agent.
What do you dislike about the product?
N/A; I really have enjoyed my experience working with them thus far.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps my colleagues and me to track support tickets received by our customers, engaging with them often and providing helpful links to our company's Solution Center effortlessly using their knowledge capture feature.
Extremely robust = learning curve to implement
What do you like best about the product?
Zendesk allows a large team to work together to respond to thousands of customers. It holds so much data and can produce robust reports used by our department and the whole company. It's relatively user-friendly to allow agents to work efficiently.
What do you dislike about the product?
There's just a lot to learn; after about two years of using it, I know we're still underutilizing it. Sometimes, you don't even know what you don't know. It also might not have all the functionalities necessary, which leads to paying for more third-party apps or integrations.
What problems is the product solving and how is that benefiting you?
I think they're working through tying customer data together, which provides more insight and context for the agent. It is a lot of data to consolidate and keep organized, so the efforts towards this customization are helpful.
Good for starter
What do you like best about the product?
What I like about Zendesk is that it is very user-friendly which is good for starters. There are also a lot of options to customize it depending on the need of your business. In terms of reporting, it is easy to get the data that you need. Since it has been in the industry for a very long time, a lot of others tools can be integrated with it.
What do you dislike about the product?
I'm not a fan of the multiple tabs. When we were using Zendesk we have to open Zendesk chat on a different tab because that was the better option and we had problems doing it on the main tab. We also opted for a different company just to handle our calls and go back to Zendesk just to close the conversation. It also has too many additional steps in terms of merging if a member reached out from different channels.
What problems is the product solving and how is that benefiting you?
It was helping us in terms of our customer service side. It was easy to respond to our members, especially through chat. It was easy to identify the conversations that were assigned but were not responded to yet.
Zendesk Support Quick and Responsive
What do you like best about the product?
Web integration and quick installation to website
What do you dislike about the product?
Some integration issues, particularly between sell and support
What problems is the product solving and how is that benefiting you?
Quick way to visit with our customers who don't want to get on the phone
Email Support Needed
What do you like best about the product?
I like that the support was quickly provided.
What do you dislike about the product?
It was slightly confusing to get to an agent. I needed to talk to a bot first.
What problems is the product solving and how is that benefiting you?
They provided guidance on an email issue I was having.
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