Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Efficient and easy to use.
What do you like best about the product?
I am able to manage all customer quires through one platform, I can mark at different stages i.e new, pending etc. From first glance I know exactly what needs actioning right away being time efficient. I can also add automated responses to ensure my customers are always kept in the know and feel valued.
What do you dislike about the product?
the inability to edit comments that have already been posted. Zendesk supports markdown, which is good; it helps you organize information a lot more than just plain text. But some customers don’t know that, and file a ticket in plain text. Similarly, when the ticket comes from the e-mail gateway, often line wrapping and etc messes up the format.
What problems is the product solving and how is that benefiting you?
An all-in-one lead generation and customer service platform.
Chat, phone, email, and social media all in one place.
Provides a lot of customization options.
Robust integration with third-party applications and systems.
Supports multiple languages.
Chat, phone, email, and social media all in one place.
Provides a lot of customization options.
Robust integration with third-party applications and systems.
Supports multiple languages.
A good ticketing tool full of features
What do you like best about the product?
The ticketing system is versatile, it allows the Support Department to manage thousands of tickets, live chat implementation is excellent, and the system is stable. We love the way the system integrates via API and the speed of the API responses.
What do you dislike about the product?
Sometimes there are various glitches in ticketing, but there is nothing to stop us from doing our jobs. I don't like that via the API I cannot search for tickets in multiple groups in the same call; this would be a super helpful feature for us and would lower the number of API calls we are doing each day!
What problems is the product solving and how is that benefiting you?
We implemented a complete wrapper against zendesk that our customers use to raise tickets. We have also implemented live chat and a wrapper against the help center. Overall, we heavily rely on zendesk support suite for our day-to-day activities.
Zendesk for use in travel related support- you have my vote.
What do you like best about the product?
I recommend and love Zendesk because it is easy to learn for someone coming in-, and I train people on my team for it! I also enjoy all the macro functionality, the reporting options, and how everything is laid out; the design makes intuitive sense. There are also a lot of add-ons and widgets that you can add to customize your experience, not to mention the knowledge base that can be created based on whatever product or processes you support.
What do you dislike about the product?
I think using queries and reporting could be more accessible to new users; I would also like a function to track macros without using tags.
What problems is the product solving and how is that benefiting you?
It is a wonderful call and email CRM. Zendesk is easy to learn for agents, and I appreciate that.
Instant and useful help
What do you like best about the product?
I used the bot in order to get in touch with selfcare but I needed a help from an agent. Jan helped me quickly for an topic he did'nt have the answer. After some test, he confirmed that it worked and now I can use it.
What do you dislike about the product?
Nothing clearly, waiting time very low so nothing to dislike in this help
What problems is the product solving and how is that benefiting you?
Nothing to say
The ultimate Customer Support tool
What do you like best about the product?
Zendesk is the best Customer Support tool I have worked with. It allows my team to do so much for our customer's requests, and it makes the job easier for agents. Organizing views, adding macros and automation, centralizing the customer operations in one place and being able to produce reports are some of the advantages of using Zendesk.
What do you dislike about the product?
Zendesk is not a very intuitive tool for Admins sometimes, and understanding how to improve our use of it can take a lot of reading and learning (some things could be a lot easier to set up).
I would, for instance, put Chat and Talk under the Support interface to make navigation easier.
I would, for instance, put Chat and Talk under the Support interface to make navigation easier.
What problems is the product solving and how is that benefiting you?
We have created better processes that are customer centric. We have added macros and automation to help agents go through tickets faster, and we've implemented a better tagging system to slowly improve reporting.
Zendesk Review
What do you like best about the product?
Zendesk reporting - very comprehensive and their programmed data system allowed us to get business insights easily and if there were data that we wanted to tailor-fit their insights builder integration is also easy to use.
What do you dislike about the product?
Their customer service support is hard to reach out, it's not easily accessible through their website, and is often unable to help us troubleshoot issues that we usually ended up solving on our own.
What problems is the product solving and how is that benefiting you?
As our brand customer service platform, Zendesk enabled us to plan our staffing and capacity based on our SLAs, and also allowed us to customize how we communicate to our customers using our brand voice.
Easy to navigate, helpful support
What do you like best about the product?
Enjoy the customizations of using Zendesk, very robust!
What do you dislike about the product?
We've noticed some issues on our customer replies to tickets not reaching customers at times, could be a user error but that would be our biggest pain point
What problems is the product solving and how is that benefiting you?
Ticket organization and an overview of reporting for satisfaction and TTFR
Platform for you Customer Service needs!
What do you like best about the product?
Overall, we love using Zendesk. Implementing the Agent workspace has been great; it marries the chat and talk portals on one screen for more straightforward navigation. Many tools help assess our analytical reporting, which has helped to manage our team's KPIs, goals, and expectations. Also, it allows us to remain transparent. It has been a great tool for overall customer support. We love how Zendesk manages our customers within their interface; logging all interactions under their profile. We love the ability to add macros easily and have utilized the help center feature immensely. We also love how easily we can incorporate a help center article into an email using the knowledge base feature. Zendesk has allowed us to create enough of a seamless workflow to assist our customers asap!
What do you dislike about the product?
From the start, the configuration of multiple brands, triggers, etc. was definitely confusing. You may need IT assistance from your own company to help assist, especially for things like chat widget configurations. The setup was not intuitive, and the support was not very helpful. When new features are rolled out, sometimes their help center articles are not updated or do not help you enough to understand.
The answer bot has shown to be very to be desired. We understand it needs to learn to provide the best-suggested options, but the answer bot is not intuitive in emails.
We have also experienced odd issues with the basic flow of Zendesk. For example, when a customer replies to an email, we do not see the reply when opening the ticket. We have to close the ticket and re-open it to view the reply. When accepting a chat, we have seen a lag in the customer's message or loading the ticket itself. This has caused issues with our team's response time.
For basic, straightforward use Zendesk is great. But, I would agree with others. If you are looking for a system that you would like to truly customize, Zendesk may not be the best choice. And another agreeance I have is the price point can be very high.
The answer bot has shown to be very to be desired. We understand it needs to learn to provide the best-suggested options, but the answer bot is not intuitive in emails.
We have also experienced odd issues with the basic flow of Zendesk. For example, when a customer replies to an email, we do not see the reply when opening the ticket. We have to close the ticket and re-open it to view the reply. When accepting a chat, we have seen a lag in the customer's message or loading the ticket itself. This has caused issues with our team's response time.
For basic, straightforward use Zendesk is great. But, I would agree with others. If you are looking for a system that you would like to truly customize, Zendesk may not be the best choice. And another agreeance I have is the price point can be very high.
What problems is the product solving and how is that benefiting you?
We truly love the updates of having all customer information and interactions in one place. We hope to continue to see positive updates to clear some of the tech issues we have seen.
So far been pretty simple
What do you like best about the product?
Email support works well. And support has been good.
What do you dislike about the product?
Few too many package choices. Would like to be able to specify data location on lower packages.
What problems is the product solving and how is that benefiting you?
We are using it to track email support and telephone logged tickets.
Great Support!
What do you like best about the product?
It was easy to locate help once the issue began to impact us.
What do you dislike about the product?
If the issue had been discovered before it had to be reported, that would have bene ideal.
What problems is the product solving and how is that benefiting you?
The ticketing system was down, and they were able to fix it within a reasonable amount of time.
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