Zendesk Suite
ZendeskExternal reviews
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Solve your backlog emails with Zendesk Support Suite
What do you like best about the product?
I love the fast implementation and quality support of Zendesk Support Suite. Their technical support when this application is down is swift. I love the differentiation in tickets as new, open,pending and solved. You can mark tickets according to priorities starting from high priority to low priority. I really love how this ticketing software helps as clear our email backlog.The ability to merge tickets from the same person make it more better and nice.
What do you dislike about the product?
I would recommend adding more features in Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a help desk support ticketing software to reply t clients emails, chats and phone calls
Recommendations to others considering the product:
The best help desk in the market. Collaborate within your organization with Zendesk software to solve the customer emails and support live chats.
Long-time customer, long-time fan!
What do you like best about the product?
Zendesk Support is by far the daily driver for me. I have been a Zendesk Admin for nine years and looking forward to many more!
What do you dislike about the product?
Zendesk Explore is a relatively new product line, which suffers from option overload and less friendly dashboard management features than the third-party product Explore replaced. I am confident that with time, they'll find improvements here.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support, Chat, Guide, and Chat to service our customer base. The benefits are too numerous to list; however, it is worth suggesting that if you continue to serve your customer base from a lesser workflow like email, then you are surely missing out on what Zendesk can teach you about your customer base.
Recommendations to others considering the product:
Zendesk has meteoric growth for a reason! They have a truly exceptional product and supportive team, and I remain an ardent user and supporter of this fantastic company!
Great product for our support team, CS team, and customer experience dynamic and highly configurable
What do you like best about the product?
Agent workspace, Guide module, Explore (Reporting)
What do you dislike about the product?
Expensive, relatively. Support has been inconsistent but has improved.
What problems is the product solving and how is that benefiting you?
Scalability and ease of expansion. Knowledge base for internal processes as well as customer-facing.
Reporting and data driven decisions.
Reporting and data driven decisions.
Simple and easy
What do you like best about the product?
Zendesk is simple; easy to use and easy to configure. It fits perfectly with our needs!!
And its large App marketplace makes a difference too.
And its large App marketplace makes a difference too.
What do you dislike about the product?
The only thing I remember at the moment is the price. If it were cheaper, we would definitely increase the number of features we use as they are very interesting and would definitely be an asset to us.
What problems is the product solving and how is that benefiting you?
It allows us to track and resolve customer issues from one unified location. Our consultants have increased their efficiency as they can collaborate, understand customers' history, and thus provide better support. We no longer miss customer requests and we can easily understand the load of the teams, their performance, and trends. And, in this way, plan and improve the responsiveness of each agent in order to improve customer experience.
After more than 5 years of using Zendesk every time I´m adapting it to our business I smile :) :) It´s really exciting to work with this tool!!! And having more and more applications that we can use and integrate with it increases its potential.
I can say that I am a promoter of Zendesk as I have recommended it to friends several times and continue to do so!
After more than 5 years of using Zendesk every time I´m adapting it to our business I smile :) :) It´s really exciting to work with this tool!!! And having more and more applications that we can use and integrate with it increases its potential.
I can say that I am a promoter of Zendesk as I have recommended it to friends several times and continue to do so!
Recommendations to others considering the product:
A great tool that will help you a lot with your operations!! You won't regret it.
Some key benefits are teams' efficiency and a great customer experience.
Some key benefits are teams' efficiency and a great customer experience.
Very happy with the functionality
What do you like best about the product?
I like the number of channels that you are able to access and manage in one place. It makes being an admin of the tool very easy. The level of analytics that you are also able to surface by using Zendesk, makes strategic decision-making very easy to do.
What do you dislike about the product?
The one thing that I am not a huge fan of is the look of emails that get sent to customers. It is so obvious that is has gone through a ticketing system, and while I understand that is useful in some cases, it's not the best experience.
What problems is the product solving and how is that benefiting you?
We are solving visibility into the support team and how we can improve as a business. Along with this, we are trying to make sure that we have streamlined our processes as much as possible as well as closing feedback loops with product and engineering. Ultimately, we want to serve our customers in the best way possible and do that by using a variety of channels that Suite has to offer.
Recommendations to others considering the product:
Make sure to read through all of the knowledge articles!
Great Customizable Ticketing Software
What do you like best about the product?
I like how customizable the software is through triggers and automation.
What do you dislike about the product?
Some features that come standard in other ticketing software are not standard here.
What problems is the product solving and how is that benefiting you?
I am solving internal Helpdesk tickets, but the potential to solve much more is apparent.
Recommendations to others considering the product:
Look at the community page for great ideas!
It's great how Zendesk provides businesses with the ability to drive connected customer experiences
What do you like best about the product?
The connected customer experience capabilities to support omni-channel and the enhanced capabilities brought into the fold through the acquisition of smooch/sunco
What do you dislike about the product?
The complexity involved in building reports using explore and custom metrics and custom fields.
What problems is the product solving and how is that benefiting you?
Build a bit once and deploy across many messaging channels
Really awful service. 0 stars.
What do you like best about the product?
I like literally nothing about Zendesk Support Suite.
What do you dislike about the product?
I have been going around in circles for almost a month; nobody has resolved my issue. I'm just passed from team to team with nobody overseeing this. Slow replies. The account Manager doesn't reply to emails promptly, nor does she have any way to contact them besides email. I am beyond frustrated and our company is about to walk away from Zendesk products overall, having used them for years. I keep asking for the issue to be escalated, but nothing. Really don't bother with Zendesk - they truly are awful if anything goes wrong.
What problems is the product solving and how is that benefiting you?
I have been going around in circles for almost a month; nobody has resolved my issue. I'm just passed from team to team with nobody overseeing this. Slow replies. The account Manager doesn't reply to emails promptly, nor does she have any way to contact them besides email. I am beyond frustrated and our company is about to walk away from Zendesk products overall, having used them for years. I keep asking for the issue to be escalated, but nothing. Really don't bother with Zendesk - they truly are awful if anything goes wrong.
Zendesk Support
What do you like best about the product?
Zendesk provides detailed information which are relevant to solving the issue.
What do you dislike about the product?
When there are many users asking, Zendesk takes a while to respond back.
What problems is the product solving and how is that benefiting you?
To have a live chat on our website. We realize the importance of having a live chat and a clean inbox.
It is very easy to navigate.
What do you like best about the product?
The ease of filling customer information and keeping everything simple to navigate
What do you dislike about the product?
Sometimes I have issues merging contacts if the email or phone number is being used
What problems is the product solving and how is that benefiting you?
Helps keeping customer information accessble
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