Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Very quick with resolving my issues and polite!
What do you like best about the product?
The Zendesk Support Suite makes things easy to navigate and to have at our fingers when we need it.
What do you dislike about the product?
There is no downside that I can see to using Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
The typical problems that I write into Support about are usually how to adjust my plan to include something more.
I have come to realize that Zendesk Support is always available and their answers are very quick and satisfactory.
I have come to realize that Zendesk Support is always available and their answers are very quick and satisfactory.
Amazing automations and easy functionality
What do you like best about the product?
Ease of setting up, automations that can be done are very friendly and reports are insightful.
What do you dislike about the product?
support via articles can sometimes be too time consuming.
What problems is the product solving and how is that benefiting you?
The overall product is amazing. The only challenge is when you're new to the platform and need support with something, the articles that the support pushes through are overwhelming and that is where I believe it lacks that personal touch. You can't share screen and show them what you need help with.
Loving it!
What do you like best about the product?
The Support product is flexible and intuitive to use.
What do you dislike about the product?
The licensing model seems a bit sketchy... For example, a billing contact needs a license even though they are only going to be updating credit card information.
What problems is the product solving and how is that benefiting you?
Zendesk is giving us a complete solution that includes an integration ticketing system and a Help Center!
Excellent software, excellent support, excellent everything!
What do you like best about the product?
I love the way everything's recorded. If I make outgoing calls or incoming calls, everything's recorded. It tracks work order perfectly.
What do you dislike about the product?
When service interruptions, you feel lost without Zendesk.
What problems is the product solving and how is that benefiting you?
We track all of our IT support calls. We have realized better customer service and it's excellent to train new employees.
Recommendations to others considering the product:
Stop looking you have found your answers with Zendesk. Excellent software!
ZenDesk Support is great!
What do you like best about the product?
It is very easy to find the information I need, and agents are quick at directing if I am having challenges.
What do you dislike about the product?
It would be nice if I had a way to start items as favorites to refer back to
What problems is the product solving and how is that benefiting you?
Some issues w/routing and branding
Many possibilities!
What do you like best about the product?
The tool offers so much for us to personalize in all aspects, Zendesk Explore is such an incredible tool, i'm truly in love with it. You can create dashboards from scratch to a fully personalized presentation of all metrics from the support team, it's possible to have on-hand details on almost all results from the team and you can make it pretty with the customization tool, you can change logo, colors, font, board locations. It is indeed really neat. Zendesk Guide is also another great tool, allowing full template customization so you can give a really special and unique experience to yout customer, and if you intrgrate it with Zendesk Support and Chat you can resolve your customer doubts without him even opening a ticket, because the integrated systems searches into your database the customer doubts before him start the contact: "self serve support", allowing for scaling the operation without having to hire new agents for the job.
What do you dislike about the product?
Curiously, Zendesk's support is not as great as one would imagine since it's a support platform, we have many bugs using the Chat tool specifically and Zendesk's support usually brushes it off, saying the problem is in the agent's machine event with all the requirements for a good use of the platform has been met and with all the tests they usually ask us to do have been done. They ask us for the HAR file so they can annalyze de bug, but i'm pretty sure they don't even open them, because we have constant problems with the chat notifications, with different agents, on different navigators and the answer from the support is usually: "we looked into it and we found nothing", but our agents keep getting shut off from the system because the new chat notificatoin didn't went off. And the new chat to contact Zendesk's support is really slow on starting the service, i oftten wait hours and hours being the first on lin for the support but the line never moves.
What problems is the product solving and how is that benefiting you?
Zendesk helps to understand how the customers uses our platform, what troubles they usually have, how they use our platform and how they see it. To help our customers using the tool and to even sell packages of our product, since the live chat widget allows fast response and increasing the chances of the customer actually buying what we are offering.
It helped to understand better how well the team answers our customers, how fast, if we need to increase or decrease staff, working hours, guides on the Help Center and even what kind of bugs the customers usually find when using our tool. With a good customer suppots it is shown the the churn statistics are greatly decreased because of the help it's possible to offer for the clientes, and the
It helped to understand better how well the team answers our customers, how fast, if we need to increase or decrease staff, working hours, guides on the Help Center and even what kind of bugs the customers usually find when using our tool. With a good customer suppots it is shown the the churn statistics are greatly decreased because of the help it's possible to offer for the clientes, and the
Recommendations to others considering the product:
Do the Zendek's Training programs, and they have a bunch of free, very, very useful, and insightful courses that give you in-depth knowledge of everything that is available for you to do with Zendesk, remember the live chat option, it is really useful when everything is down or when you can't find the answer on Zendesk's Help desk. But the courses aren't all that you need, i also recommend doing a brief reading on the most important article on theis Help Desk
Zendesk is extremely user friendly.
What do you like best about the product?
The turnaround times for support is unmatched.
What do you dislike about the product?
Because Ive grown accustomed to utilizing the suite, I cant think of many downsides. One I'd say is the update that populates ever so often.
What problems is the product solving and how is that benefiting you?
Assisting Customers
Recommendations to others considering the product:
Give it a fair try. The support team is there for any questions or concerns you may have.
Zendesk Guide relaunch
What do you like best about the product?
Amazing knowledgeable and well-trained support team. We had an issue whereby our existing Help page needed to be updated but due to a previous Product Owners actions of using customised code, we could not apply any updates. We thought this would be a difficult issue needing a third party and costed resolution. Within moments, I was provided with superb support and confidence in knowing I could use the Zendesk Supported Copenhagen scheme and that it copied across all of the data from our existing site into the new scheme! Massive relief, a wealth of time and cost saved!
What do you dislike about the product?
The ability to quickly capture User login details for Audit purposes. I currently use the reporting tool to extract all users within a dated period then need to manually amend the JSON into a useable format. We are going to use an API going forwards but this is my only issue.
What problems is the product solving and how is that benefiting you?
The ability to have tickets stored in a single platform, Zendesk is brilliant!
Recommendations to others considering the product:
Go for it! Once up and running and with a good understanding of processes and Admin functions, you wont go back!
Great interface for managing users!
What do you like best about the product?
The support I receive. Very dedicated support agents which is something I personally extremely value.
What do you dislike about the product?
There are several limitations as far as the SDK, which requires external partnership.
What problems is the product solving and how is that benefiting you?
Service and technical mostly.
Automation and triggers make everything easier.
Automation and triggers make everything easier.
One of the best automated SaaS CRMs across the globe
What do you like best about the product?
The ease of UI and the configuration of the Chat/Help Center
Ticket Merge facility
Guide - Content cues
Zendesk Explore is easy to use
Ticket statuses are self-explanatory
Ticket Merge facility
Guide - Content cues
Zendesk Explore is easy to use
Ticket statuses are self-explanatory
What do you dislike about the product?
The E-mail support is too difficult to configure and takes a lot of things to plug and play.
Email forwarding setup is difficult to configure if you are using a Microsoft email.
The product Support team should be much fast to respond, especially, if a major issue has stopped working.
Email forwarding setup is difficult to configure if you are using a Microsoft email.
The product Support team should be much fast to respond, especially, if a major issue has stopped working.
What problems is the product solving and how is that benefiting you?
Tremendous, We are solving the CSAT surveys on chat, ticket fields on the platform etc.
Tickets can easily be merged now.
Data cuts are visible for everything at an agent, brand, contact form level.
Tickets can easily be merged now.
Data cuts are visible for everything at an agent, brand, contact form level.
Recommendations to others considering the product:
Please refer to this CRM, if your users are more on the web and you use Emails for login, not a mobile number.
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