Zendesk Suite
ZendeskExternal reviews
6,481 reviews
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Fast support & request solved on first contact
What do you like best about the product?
Despite the first reply time mentioning a response in 1/2 business days, I was attended pretty immediately and the agent solved my query on the first contact.
What do you dislike about the product?
One of the things I don't like about Zendesk Support agents is the constant follow-up messages sent and sudden closure of the ticket while my issue is still unresolved.
What problems is the product solving and how is that benefiting you?
My company uses Zendesk as the Ticketing Tool where we receive inbound support requests from our users, but also to receive proactive support tickets from our Engineering & Product Team.
Furthermore, we also collect in Zendesk tickets coming from Aircall, Salesforce and Intercom. This is to retrieve and analyse data.
Furthermore, we also collect in Zendesk tickets coming from Aircall, Salesforce and Intercom. This is to retrieve and analyse data.
Add company region in the title bar
What do you like best about the product?
Fast response
Helpful information
Follow up on the issue
Helpful information
Follow up on the issue
What do you dislike about the product?
No real-time responder
No phone contact information
No phone contact information
What problems is the product solving and how is that benefiting you?
Add company region in the title bar for easy access the region information
Very fast to respond
What do you like best about the product?
They were fast to respond, even though it was late in the business day.
What do you dislike about the product?
Nothing, it was very good service. Everything worked well.
What problems is the product solving and how is that benefiting you?
I had an email send question, needed to increase the numbers
Excellent updates!
What do you like best about the product?
I appreciate the on-demand updates and always feeling like I'm in the loop every step of the way.
What do you dislike about the product?
I dislike the AI bot responses when I know I urgently need a support agent, but I do understand why they are helpful in other situations.
What problems is the product solving and how is that benefiting you?
The support line not only lets me document present issues but also provides insight if other companies are experiencing the same problem so I know it is not an issue I need to resolve on my end.
good knowledgeable support
What do you like best about the product?
I like the bot on your support site, where I can type in my questions directly, I like the how to knowledge base
What do you dislike about the product?
Some agents are not as knowledgeable as others so a lot depends on the agent who takes your ticket
What problems is the product solving and how is that benefiting you?
helping us look into errors and glitches, and anomalies helping us move our business forward
So far our experience shows the sales team promised more functionality then there is.
What do you like best about the product?
The modern support tools as well as the flexibility and integration with related products.
What do you dislike about the product?
The documentation doesn't always line up and the sales team tends to over simplify ZenDesk's capabilities
What problems is the product solving and how is that benefiting you?
It is allowing us to work with our newer SaaS product customers that our old support tool would not integrate with.
Support quick, and accurate
What do you like best about the product?
I use Zendesk for our company customer support. We have several hundred users submitting thousands of tickets for things ranging from Technical questions to license renewals. Between triggers and automaton, we are able to handle this traffic with a core staff of 5 people - and only that many due to specialization within our product line.
We also use the API interfaces to Replicon, Jira, and Salesforce to keep other groups in the company informed on customer issues.
We also use the API interfaces to Replicon, Jira, and Salesforce to keep other groups in the company informed on customer issues.
What do you dislike about the product?
The configuration of some features related to integrations is challenging to understand. Still, I believe this is more to the APIs used for the integrations rather than the Zendesk functions calling the API.
I wish there was an option to alter the default number of days a ticket can be closed before it is archived (preventing it from being reopened. We would have a different number of days depending on the product or issue queue the ticket is in.
I wish there was an option to alter the default number of days a ticket can be closed before it is archived (preventing it from being reopened. We would have a different number of days depending on the product or issue queue the ticket is in.
What problems is the product solving and how is that benefiting you?
Customer Support, end user management, issue tracking. The ability to have the customer choose the method of reaching us, and the ability to review old cases is a huge plus.
Great Support and Product
What do you like best about the product?
It's an easy-to-use tool that supports your CSM needs. Wonderful Support too!
What do you dislike about the product?
It's not intuitively designed to navigate from the main dashboard to the guide section for example but I'm also getting familiar with the set-up.
What problems is the product solving and how is that benefiting you?
We needed a chat bot as well as a knowledge base and the tools offered are perfect to solve our needs.
Powerful Features to Grow Into
What do you like best about the product?
Our startup is quickly growing, and Zendesk offers native integrations with our entire tech stack, from Segment to Chameleon. Zendesk works across all our channels, and its focus on just customer support (ie it doesn't try to be an email platform too) makes us feel confident that we can scale with it, without the pains of being locked into an all-in-one platform.
What do you dislike about the product?
Live chat feature isn't as clean or slick as other providers, but we've been seeing most of our tickets come in out of hours anyway
What problems is the product solving and how is that benefiting you?
We needed a way to triage and manage customer support requests all in one place, and ZD is the best in its class for that, without the bloat of an all-in-one solution.
Integrating with HubSpot
What do you like best about the product?
Support team will communicate by the chat window or email. adds convenience
What do you dislike about the product?
Would help if Zendesk Support was more knowledgeable about 3rd party API's. They're promoted on the Zendesk site but reply is often "Contact the 3rd party"
What problems is the product solving and how is that benefiting you?
Integrating with HubSpot
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