Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Good experience and helpful support
What do you like best about the product?
Easy to get support via multiple channels like email, chat, call and text messages. The response was quick and thorough, and the historical chat helps add context to resolving issues more effectively.
What do you dislike about the product?
Nothing. I was a bit confused at first since it took a while to find the chat support option in the website, but once I found it, it was easy to get help and my issue was resolved so no big deal.
What problems is the product solving and how is that benefiting you?
It helps users get in touch with Zendesk support staff and resolve outstanding issues. It helps me get the support that I need to solve the problems that I cannot solve by myself.
Zendesk offers a variety of tools and ressources to optimize customers' interactions and experience
What do you like best about the product?
After some initial training an admin is able to configure Zendesk to a company's needs. It only requires programming skills for complex set-ups. Lots of apps are available in the marketplace to customize it to your needs.
What do you dislike about the product?
We wanted to integrate several customer service teams in one Zendesk instance. The usage of Zendesk brands helped us to distinguish the workload for each team but we cannot separate requests by brand so that they are invisible to the other teams. We are expecting a more advanced role model for access rights.
What problems is the product solving and how is that benefiting you?
- providing a history of all customer interactions
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
Jongun solved my issue with satisfaction!
What do you like best about the product?
I got a fast response from a ZenDesk Support agent named Jongun. The response contained some known problems and FAQ’s. But in the meanwhile, my original request was solved. It was remarkable that I received another email in which they asked if my problem was solved. Thumbs up for this follow-up!
What do you dislike about the product?
I didn't receive a real-time chat when I had the question, so the system suggested waiting for a human touch. Luckily, I didn't wait so long to receive feedback from the human agent.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us collect customers’ requests/queries, and we can deal with them in one place. This system allows our company to provide support and handle more than one ticket at a time, improving efficiency.
Fast, easy, helpful
What do you like best about the product?
The chat function is great because you get an instant response
What do you dislike about the product?
The word limit on the first chat message is annoying, it's not enough
What problems is the product solving and how is that benefiting you?
I had a query regarding Zendesk Explore. It's helped me with my reporting
Quick, effective, and efficient
What do you like best about the product?
Easy to use and highly customizable to set up the way your business needs. Easy to navigate, and sort new tickets into categories with reports to show you how efficient you and your team are.
What do you dislike about the product?
They recently changed their report system and an option we used is now behind the paywall which is not great, but otherwise no complaints.
What problems is the product solving and how is that benefiting you?
It is making sorting our emails easy and seamless, removing spam messages and making it easy to find any past correspondence with our customers.
Great tool for external (client-based) and internal (employees, management)
What do you like best about the product?
It's difficult for items to "slip through the cracks" when you are holding everyone accountable via the ticket system.
What do you dislike about the product?
I am a new user but I have not found anything I dislike so far!
What problems is the product solving and how is that benefiting you?
It's enabling us to see analytics surround response time and allows anyone in the company to pick up where someone else may have left off by housing all the client/internal communication related to projects/tasks in one place.
So far, so good!
What do you like best about the product?
The ease of use, the native functionality and the support pages.
What do you dislike about the product?
There is still room for improvement, especially in Zendesk Sell. Zendesk Sell needs more automation and trigger functionality.
What problems is the product solving and how is that benefiting you?
Communicating with our customers effectively and efficiently. Resolving issues in a faster manner.
Best platform for Customer Experience
What do you like best about the product?
Reporting using customizable Explore Dashboards and Self Help portal.
What do you dislike about the product?
Answer bots can be more intelligent. However, we cannot expect more at that price point.
What problems is the product solving and how is that benefiting you?
Faster response times and quicker resolutions help improve customer experience.
Smooth UI, helpful support staff
What do you like best about the product?
The UI is smooth, and the accommodating support staff quickly resolved our issues. We have been exploring the features of the application and have found beneficial use cases of the features.
What do you dislike about the product?
The Reporting system's basic plan is very buggy, and its data is highly unreliable. The graphs should, at least, be editable by way of type (bar graph to line graph, etc.).
What problems is the product solving and how is that benefiting you?
We can track our requests in the form of tickets now. There is proper documentation of issues and requests that are received by the team every day. The SLA management feature is quite helpful.
It's a great platform.
What do you like best about the product?
To save time by returning to the tickets that come quickly with macros. With a simple and plain interface, it does not tire the eyes. Speeding up my work with the mobile application.
What do you dislike about the product?
Actually, there is nothing that I don't like. It is frustrating to re-open the recording with a comment from the other party only after the recording is closed.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite enables us, as an in-house IT department, to provide rapid support to our employees and provides rapid response to users. We can show performance to our managers with feedback information.
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