Zendesk Suite
ZendeskExternal reviews
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Zendesk review 2022/8/26
What do you like best about the product?
The application is designed for an international audience which is a great addition to the organizations and also there are many add-on applications.
What do you dislike about the product?
Search function is a weakness: there are too many Dynamic Contents and cannot rely on 'date' search for my purpose. Only option is search category but what if there are 100+ contents to search by clicking page to page.
What problems is the product solving and how is that benefiting you?
I would like to spot the exact file right away (productive - less frustration), not click page to page which is tedious and lost, and also avoid selecting a similar file.
Great platform
What do you like best about the product?
The ability to integrate with almost any other tools for automation, custom flows, etc.
Also, the simple layout and straightforward design.
Love the redaction tool.
Love and need and use macros all the time!
Also, the simple layout and straightforward design.
Love the redaction tool.
Love and need and use macros all the time!
What do you dislike about the product?
The new agent workspace causes some issues on small screen sizes (laptops), but I like the ability to add color to the message text.
What problems is the product solving and how is that benefiting you?
We receive a large number of emails from many cohorts or customer types. Zendesk allows us to divide the work for each team seamlessly.
Usually helpful
What do you like best about the product?
Zendesk's support staff is very knowledgeable and will reach out to others on their team if they don't know an answer. I love how friendly everyone is too! They're never condescending and give clear answers.
What do you dislike about the product?
A quicker response time would be great, especially if I was getting those answers within normal US business hours instead of in the middle of the night for me. It's hard to troubleshoot quickly with such a delay in response time.
What problems is the product solving and how is that benefiting you?
zendesk support has helped with quite a few problems from ironing out why triggers weren't following or calls were bouncing to the wrong group. currently we're working together on how omnichannel routing works. the greatest benefit is increasing agent efficiency and the customer experience.
Great out-of-the-box full customer support software
What do you like best about the product?
If you are looking for support software that encompasses most everything you need and has a lot set up out of the box, Zendesk is a great place to go! Phones, chat, email, help articles, reporting, etc. can all be managed in one software. They also care about making it look nice and feeling fun to users by incorporating colors, etc. If you are building out your support tech stack and looking to level up, Zendesk is a great place to go!
What do you dislike about the product?
If you are looking for a lot of custom configurations or for really complex features (ex. an AI-level chatbot, etc.), Zendesk might not be the best fit. (Although they are pushing out more features consistently.) However, some of the software that allows for those intense configurations are much more difficult to use, build out, and maintain than Zendesk. Zendesk is much cleaner out-of-the-box. It's a trade-off and you have to decide what works best for your company.
What problems is the product solving and how is that benefiting you?
It is great to be able to manage so much of support all in one space! The chat feature works very well for us in particular. Our agents have gotten decently high CSAT scores using Zendesk.
Zendesk Support Works!
What do you like best about the product?
THe macro feature is the most helpful, it makes it easy to solve routine tickets quickly
What do you dislike about the product?
Sometimes it can be a little clunky to work with but otherwise it's really not an issue
What problems is the product solving and how is that benefiting you?
We are able to communicate with a variety of customers, its streamlined where we can help them all in one place.
Zendesk is Great
What do you like best about the product?
Ease of use. Able to change the phone to either a land line or cell to answer calls.
What do you dislike about the product?
New support is only thru chat instead of calling. You have to upgrade to get phone support
What problems is the product solving and how is that benefiting you?
Off-hour notifications. This helped a lot
Zendesk Ticketing and Guide
What do you like best about the product?
I like that we can work ticket cases using custom macros and custom views which speed up the process. They let us rollback to the legacy version
What do you dislike about the product?
Some recent changes they implemented actually slowed processes down - but they did let us roll back until the new changes were addressed.
What problems is the product solving and how is that benefiting you?
A central location to handle support requests and also a guide for us to create internal documentation on resolving issues
Easy to use and fast support services from zendesk agent
What do you like best about the product?
zendesk is easy to use and highly configurable. The zendesk support team is fast to response.
What do you dislike about the product?
Nope. I like everything about zendesk. If i need to be picky then it will be the pricing for zendesk enterprise.
What problems is the product solving and how is that benefiting you?
Zendesk allow our customer to log a support ticket from anywhere in the world. Tickets are routed to the correct agent based on the various timezone and provide customers with a great experience.
Zendesk Experience
What do you like best about the product?
I appreciate that Zendesk allows users to create their own chatbot without having to subscribe to a third-party service.
What do you dislike about the product?
Without informing its users of the changes and updates, we will have to figure it out on our own. Updates are too quickly too. It would be good to notify its users of the changes.
What problems is the product solving and how is that benefiting you?
The various types of data reporting offered by Zendesk provide all stakeholders with a clearer picture of the team's performance.
Responsive and helpful support
What do you like best about the product?
The ability to chat with a live agents is very helpful
What do you dislike about the product?
There were no obvious downsides to my recent experience
What problems is the product solving and how is that benefiting you?
They pointed me towards an immediate resolution to slow loading times in my zendesk instance
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