Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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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.
Prompt and Perfect
What do you like best about the product?
Always Prompt reply and Perfect resolution
What do you dislike about the product?
Cannot find the way how to open the ticket on the agent help center
What problems is the product solving and how is that benefiting you?
We are using Zendesk for handling our customer's issue
Zendesk, a must for any eCommerce company
What do you like best about the product?
Eas of use, a vast amount of features, marketplace for extended functions
What do you dislike about the product?
The reporting learning curve can be difficult
What problems is the product solving and how is that benefiting you?
We are solving the confusion between our company Brands, providing a better customer experience, and allowing our customers multiple ways to receive support. We have realized that most customers call us first vs. email form fill.
Zendesk has been an essential tool in keeping our company organized with support requests.
What do you like best about the product?
Zendesk has transformed the way we interact with and support our clients. It has become an essential tool for our support team to stay organized among many people with lots of tickets coming in every day. Zendesk's support team is always responsive and helpful in resolving any questions we have about the software.
What do you dislike about the product?
I don't have any dislikes. The Zendesk Support Suite is well designed to cover the needs of a support team and has amazing flexibility to accomplish almost anything.
What problems is the product solving and how is that benefiting you?
The biggest problem we have resolved is staying organized with support requests and not letting them fall through the cracks. Our previous software would sometimes drop tickets and not notify our team. It was also harder to track who was working on a ticket. The benefits of Zendesk are that it is designed from the ground up to help support teams perform better and it does that.
Best Customer Support Software I have Used
What do you like best about the product?
View customization. I think this is the best strength of Zendesk.
What do you dislike about the product?
Not a downside but rather a room for development, but there could be notifications set for missed tickets(when an agent should come back to a ticket but forgets). Maybe this feature is already available but I am not aware of.
What problems is the product solving and how is that benefiting you?
We can combine many different type of problems with api's on one place. The biggest benefit is saving time.
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