Zendesk Suite
ZendeskExternal reviews
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Review for Support Suite
What do you like best about the product?
The platform is fairly easy to use and intuitive.
What do you dislike about the product?
I'm not a huge fan of how often I have issues with my typinators and saving tickets.
What problems is the product solving and how is that benefiting you?
I wouldn't say anything is solving anything for me. I use it as an employee rather than for my business
Great platform for responding to emails
What do you like best about the product?
It's easy to find all tickets and organise them into views when more complicated issues come through. Great to use macros too because it speeds up the whole response time.
What do you dislike about the product?
There's very little I don't like about it that I can think of. Sometimes when we tag people to link through from Slack it doesn't always tag properly, but I don't even know if that's a problem with ZD or Slack.
What problems is the product solving and how is that benefiting you?
It's helping keep our inbox numbers low because we can get back to customers very quickly and efficiently. I find my performance has improved since using Zendesk.
Amazing customer support tool. Suitable to build integrations and automations.
What do you like best about the product?
Building automation and integrations with other tools are super helpful for teams that aim to scale customer support operations.
What do you dislike about the product?
The SLA policies applied to tickets could cause inconsistencies in SLA reporting. However, this depends more on how the users use Zendesk than on Zendesk itself.
What problems is the product solving and how is that benefiting you?
Handling customer queries, alerting about SLA to fulfill when handling those queries, reporting to monitor the performance of the support agents and integrating with other tools and systems.
The support is great. But the approach could be improved.
What do you like best about the product?
More accurate and specific solutions to the issues we might face.
What do you dislike about the product?
The time to reach out to us was more than expected
What problems is the product solving and how is that benefiting you?
Automation ideas and helps us to number down the emails we send to the customers
Zendesk is great, I would never not use Zendesk if I could
What do you like best about the product?
Zendesk makes it so easy to deal with tickets in a timely and professional manner, with consistency across the company
What do you dislike about the product?
Right now my sideconversations aren't working so maybe that
What problems is the product solving and how is that benefiting you?
They're solving all of the problems we have
Requires a tech-savvy mind to configure the platform in a way that is effective.
What do you like best about the product?
I like the ease of use and how customizable the platform is
What do you dislike about the product?
I was required to ask for help or refer to articles for a lot of the setup. Additionally, can't use email groups for forwarding, which is a setback
What problems is the product solving and how is that benefiting you?
The integration with our payment processor, JIRA and the seamless help center to support process is really impactful
Time Out Issues
What do you like best about the product?
It was available almost instantly, and I received some excellent troubleshooting tips.
What do you dislike about the product?
Nothing! Everything about it is wonderful.
What problems is the product solving and how is that benefiting you?
They were helping me solve an issue with a time out and where tickets were not allowed to be saved (placed back into open, pending or solved status) without having to log out and reload the entire program
Well balanced support ticket system
What do you like best about the product?
Zendesk makes it easy to see the chronological updates to any support interaction with advanced filtering features and the ability to integrate apps and custom workflows.
it's powerful to be able to see all tickets raised by a particular customer very easily and quickly
support is quick and easy as well.
it's powerful to be able to see all tickets raised by a particular customer very easily and quickly
support is quick and easy as well.
What do you dislike about the product?
some of the conditions and operators can be limiting when creating personalised views as a lead to oversee the interactions of the wider team.
it would also be nice to be able to customise the "views" page
it would also be nice to be able to customise the "views" page
What problems is the product solving and how is that benefiting you?
Managing a team that handles a high volume of interactions every day and being able to cross-reference any tickets that have come up in the past with similar issues.
being able to identify any coaching opportunities within interactions is beneficial to making sure the team is providing excellent customer service every time
being able to identify any coaching opportunities within interactions is beneficial to making sure the team is providing excellent customer service every time
Well explained
What do you like best about the product?
I submitted my issue, and right away I had someone assigned to help me to resolve my issue. He share with me detailed information and also, information uploaded to the help center.
What do you dislike about the product?
Maybe for the Time Zone, the responses were a little bit delayed, however, the agent assigned was very helpful every time he reply to my questions. I t was greatly appreciated it.
What problems is the product solving and how is that benefiting you?
I had an issue with a specific type of ticket, that was assigned to a specific agent, however, thanks to the information received in the Zendesk support, I was able to modify the settings.
Zendesk Support Suite is amazing and truly very supportive!
What do you like best about the product?
I like about Zendesk Support Suite is that all the tools are in one place. I can't express in words how convenient it is to have all the shortcuts and macros in one place. I like how its auto translations work so effectively for so many languages.
What do you dislike about the product?
There are very few things I don't like about Zendesk Support Suite. I only don't like that sometimes the translator doesn't work correctly. It gets an error until I restart the computer.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is fantastic! Their customer service and live chat make it easy to solve problems in a short time. It saves precious time and makes my work more enjoyable and accessible.
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