Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Came from Zendesk, went back to Zendesk
What do you like best about the product?
The simplicity is what I've always been a fan of. Everything is there in one place. I don't have to open multiple tabs to see all ticket history. Its provided on the right-hand side.
What do you dislike about the product?
What I don't like is not being able to text a member from the same Zendesk email ticket and not having a clear-cut way of seeing how many tickets an agent has touched as a whole (pending & solved).
What problems is the product solving and how is that benefiting you?
Customer concerns and credit card disputes are what we use Zendesk for the most. The beauty of Zendesk is that I have all email communications in one spot, which is super helpful when filling out credit card dispute forms.
Long time Zendesk User
What do you like best about the product?
Zendesk Support Suite is still the best in the game. Having recently explored other options, it was clear that the functionality of Zendesk and their open API is key to their wide adoption rates and stickiness.
What do you dislike about the product?
Wish they were faster to implement feedback.
What problems is the product solving and how is that benefiting you?
We are solving over 7k tickets per week from all of our customers across all channels with the Suite.
Recommendations to others considering the product:
Absolutely go with Zendesk Support Suite over other current competitors. It's the clear leader in the space.
Great experience
What do you like best about the product?
We did a lot of investigation before starting with Zendesk and we dont regret it. It checks all the boxes for us and support is awesome.
What do you dislike about the product?
Sometimes it looks too complicated for an average user. we are a small company and dont need most of the advanced options but for some that we do need, a professional plan is required
What problems is the product solving and how is that benefiting you?
The biggest issue is not being able to reply to all (including cc'ed emails) in a ticket
Easiest CRM Tool in the Market. Simple and efficient User Interface
What do you like best about the product?
I love the newly implemented Unified Workspace where it makes it very easy for my support team to look at all the previous interactions with the users accounting for multiple support channels at once. Before agents would need to check multiple tickets to find out the history of the customer interactions.
Another feature that my team loves is knowing when other agents/users are actively looking at a ticket. We could then collaborate via instant messaging in case we have questions.
Another feature that my team loves is knowing when other agents/users are actively looking at a ticket. We could then collaborate via instant messaging in case we have questions.
What do you dislike about the product?
The Zendesk Explore reporting tool was launched, but it changed drastically how the metrics are calculated compared to Insights. We are several months since it was introduced and some of the reports are still being adjusted for these changes. I wish the Insights functionality would have been left on the user's choice to gradually migrate reports over.
Another thing that we do not like is the inability to refresh datasets on demand. When building reports we need to wait for 1 hour to check how the reports are performing.
Being an Enterprise user, we recently came across the issue of the sandbox limitations. We think have only one Sandbox active at a time limits our development abilities.
Another thing that we do not like is the inability to refresh datasets on demand. When building reports we need to wait for 1 hour to check how the reports are performing.
Being an Enterprise user, we recently came across the issue of the sandbox limitations. We think have only one Sandbox active at a time limits our development abilities.
What problems is the product solving and how is that benefiting you?
Real-time customer support channels for end-user products.
The main benefit we realize is the simple UI and reliability of the product. Also, the features configuration (like Chat and Talk) are very straightforward.
The main benefit we realize is the simple UI and reliability of the product. Also, the features configuration (like Chat and Talk) are very straightforward.
Super user friendly, quick customer support & amazing features.
What do you like best about the product?
Being able to automate processes and speed up customer support. Macro's really save a lot of time and speed up resolution rates for almost every query we process. It's also quite easy to amend settings, change agent access and update customer information. We haven'r connected our database using the API yet but it's very simple to upload a CSV file to bulk upload customer data.
What do you dislike about the product?
The design could be a little better. I hate the fact the some marketplace apps say they are free but they're actually just trials, that's not free. It's misleading. I'd like more customisation features when sending emails to customers, sometimes pictures don't load properly or at all, it's a bit frustrating if you're trying to show a customer how to complete an action in the app without screenshots.
What problems is the product solving and how is that benefiting you?
All customer support queries. We're able to keep track of all queries and complaints, take calls and handle social media accounts too. Being able to seperate queries into queues and assign to different agents and groups really help me manage my teams from a workflow perspective.
Recommendations to others considering the product:
Give it a try, I previously used Salesforce to manage support queries and Zendesk is much better.
Great support
What do you like best about the product?
Extremely polite and helpful. I didn't have to wait long for an answer
What do you dislike about the product?
I have not encountered anything at this point.
What problems is the product solving and how is that benefiting you?
I was getting help with my leads and deals, I love the fact I can just do a quick chat with support and continue with my day.
Recommendations to others considering the product:
I love that they help you with any issue but also send you links to how you can help yourself with instructions
Zendesk is amazing
What do you like best about the product?
I personally like that it gives me flexibility and I can set up automation, triggers, views and much more! I like the options the platform provides to for creating your own views, triggers, SLAs and all of it have a pretty good and easy User Interface. You do not need to be a devOps engineer to set these up. I also like the option in having call, chat, tickets all in 1 single view for our support agents.
What do you dislike about the product?
The requests from End Users in the support portal are not taken seriously enough. I saw a lot of features that might have been handy for our Company also but it was just not considered important for Zendesk. I also dislike the lack of customization for the Log In page. I understand that it is a security concern but it would wonderful if Zendesk could work around it and find a solution.
What problems is the product solving and how is that benefiting you?
Ticket routing to groups and individuals. Ticket forms for a general information from the start. Chat and call being in the same view for agents is a huge plus. The recording capabilities for phonecalls and the mapping of callers and automatic ticket opening is a huge plus. The Guide is something our company was craving for for a long time now. Our agents work a lot with 3rd party vendors and having all those conversations attached to tickets with Side Conversations is a must have and big game changer for us.
Recommendations to others considering the product:
Just take the time, find the best plan for your company and start playing around with it. It gives you so many options that all you need to create an amazing support experience for your clients is imagination.
Zendesk is the best ticketing tool out there. It's very friendly and easy to configure
What do you like best about the product?
Easy to use and configure. Friendly navigation too.
What do you dislike about the product?
Their reporting which is the Explore can be better to provide meaningful insights.
What problems is the product solving and how is that benefiting you?
We've enabled automations with Zendesk which is easier to use.
Responsive, helpful ticket system ever
What do you like best about the product?
The efficiency and always up to date email that keep me posted, allows me to do immediate update to all stakeholders and upper management.
What do you dislike about the product?
The incident did impact our customer though they request reached our support but unfortunately no.
What problems is the product solving and how is that benefiting you?
FB integration that caused our customer unable to get our agent reply in FB Private Message, Zendesk Live Chat that allows me to reach Zendesk agent for immediate assistance directly.
Recommendations to others considering the product:
The best system you can find in the market.
Zendesk Chat
What do you like best about the product?
Very efficient and easy to use. We were able to train our new agents quickly.
What do you dislike about the product?
Not really anything we disliked the interface is perfect!
What problems is the product solving and how is that benefiting you?
Basic user questions and problems.
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