Zendesk Suite
ZendeskExternal reviews
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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
Long time customer for a reason
What do you like best about the product?
We have been a customer for years. Initially from Base CRM then of Zendesk Sell when they bought Base CRM. The transition was smooth on my side as they kept everything the same. Support has always been top-notch and the functionalities are exactly what we need for our business. Couldn't be happier.
What do you dislike about the product?
The only downside is the last update on the dashboard which makes the computer version look like a phone version. This will take a while to get used to so if they would have been given the chance of choosing between both appearances that would have been perfect.
What problems is the product solving and how is that benefiting you?
CRM
Review for Zendesk
What do you like best about the product?
I truly believe that Zendesk provides alot of value for its price. Zendesk has an amazing ticketing system and has other products that can user for support articles and analytics.
What do you dislike about the product?
A couple of months ago, zendesk changed their support team and it is not had to get a hold of a tech support rep. The response time is long and it is hard to find the response from the tech support rep. We also had our Account Manager quit while we were trying to upgrade our Zendesk plan. It was very difficult to upgrade our annual contract, my suggestion is to have better organization on the Sales side of Zendesk. After weeks of going back and forth trying to get our annual contract upgraded to a bigger plan, our zendesk account was not upgraded with the new features for a week and half.
What problems is the product solving and how is that benefiting you?
Our tech company voted to get Zendesk due to scalibility. As a start up, the team was first small so this tool worked perfectly since it allowed us to get a small number of licenses. After years, we have grown very rapidly and Zendesk has allowed us to continue adding number of licenses needed.
Recommendations to others considering the product:
I highly recommend this product.
Easy and effective
What do you like best about the product?
Canned responses, easy to find replies from customers
What do you dislike about the product?
It can quickly get disorganized over long weekends or holidays
What problems is the product solving and how is that benefiting you?
Customer service issues, getting replies quickly to maintain a high rate of success and being able to reach back out to those who were unhappy and win them back
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