Zendesk Suite
ZendeskExternal reviews
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Good support - could benefit from some more product knowledge
What do you like best about the product?
Very quick responses from the members of staff.
What do you dislike about the product?
Long wait times and it seemed like the staff didn't necessarily know what they were talking about
What problems is the product solving and how is that benefiting you?
They can selve communication problems and also problems about how to best use the platform
It is a good software but it has its limitation.
What do you like best about the product?
Effortless connectivity with support emails and phone numbers.
Easy to assign tickets to the specific group of resolvers.
It is great that for every brand, a guide can be created. Each client can have their help centers.
Triggers and views are very helpful, it is not difficult to set them up.
Easy to assign tickets to the specific group of resolvers.
It is great that for every brand, a guide can be created. Each client can have their help centers.
Triggers and views are very helpful, it is not difficult to set them up.
What do you dislike about the product?
From the beginning, UI was confusing, it was a little hard to search for the features.
I need to have multiple clients and distinguish between them. I didn't know how to do it, I was confused between organisations and brands. Brands are hidden in the admin center, Organizations are in the support center view.
Tickets cannot be sorted by created time. I have to use business hours, it is complicated and I would have to get the Enterprise plan to have more business hours. it is very limiting for our business case.
I do not like that while responding ticket, we cannot CC some other email address, this address has to be in the system as a user.
I need to have multiple clients and distinguish between them. I didn't know how to do it, I was confused between organisations and brands. Brands are hidden in the admin center, Organizations are in the support center view.
Tickets cannot be sorted by created time. I have to use business hours, it is complicated and I would have to get the Enterprise plan to have more business hours. it is very limiting for our business case.
I do not like that while responding ticket, we cannot CC some other email address, this address has to be in the system as a user.
What problems is the product solving and how is that benefiting you?
We want to have a team (or more teams) that will be resolving inquiries from end users of our multiple customers. These customers have their own systems, but in order to know about the incoming issues, our agents would have to be signed into too many systems. We want to redirect these inquiries to Zendesk so we make it easier for our agents.
Great support
What do you like best about the product?
The support staff is very helpful during the setup process. Plugging it into our shopify store is easy, and we were up and running in no time. Compare to Freshdesk, which the chat feature alone cost 99 a month, I think Zendesk is decently priced.
What do you dislike about the product?
The support ticket system get some getting used to. I am still hoping to get a Discord integration. UI is kinda old, but functional.
What problems is the product solving and how is that benefiting you?
The omni channel through email, Twitter, Facebook and chat is what we wanted and what we got with Zendesk. Now I spend less time going through all the channels to find that one message where someone complained about a faulty product.
No Longer Our #1 Recommended Customer Experience Platform
What do you like best about the product?
Smooth, straightforward interface—can easily switch between different features (email responses, reporting, live chat, etc). Can get started fairly quickly with only a small amount of training. With the right subscription tier, access to technical support is fast and efficient.
What do you dislike about the product?
Pricing can get pretty steep as you add on features. Most of our clients are small businesses in a stage of growth—so while the features make perfect sense for their teams, sometimes the bill ends up pricing our people out. They also recently removed basic reporting from their basic Support Team plan (used to be included) which is a HUGE bummer, as well as removing quick live support (have to send an email instead). That being said, we still typically try to roll a client out into Zendesk before moving onto something less expensive, simply because the startup is so fast and easy.
What problems is the product solving and how is that benefiting you?
The main reason we previously turned our clients to Zendesk Support (Team or Suite) was that their teams were growing and they were answering enough customer support emails that they need to add to their team and thus need a comprehensive organization system for incoming messages that all team can see, prioritize, and collaborate to find solutions. (Zendesk still covers these pieces, but we no longer recommend them for smaller companies with learner budgets.)
Great support!
What do you like best about the product?
I like the messaging part of it. You can leave Zendesk and do other important things and will get notified once support comes in. I understand why the filter of messaging is there, but I feel like every query is essential to be resolved immediately.
What do you dislike about the product?
I understand the filter of query, so Zendesk can provide immediate assistance to issues that impact customers and resolve the other problems that do not require immediate assistance. But I feel like every query should be answered promptly or within an hour.
What problems is the product solving and how is that benefiting you?
When I need support, Zendesk is available to answer my questions. Having someone to guide you on why things work and do not work in some Zendesk functions is really great!
Powerful experience out of the box but super annoying to configure
What do you like best about the product?
Features out of the box are pretty extensive
What do you dislike about the product?
really annoying to configure, multiple tabs open for every setting you change
What problems is the product solving and how is that benefiting you?
Customer service
Review for Support Suite
What do you like best about the product?
The platform is fairly easy to use and intuitive.
What do you dislike about the product?
I'm not a huge fan of how often I have issues with my typinators and saving tickets.
What problems is the product solving and how is that benefiting you?
I wouldn't say anything is solving anything for me. I use it as an employee rather than for my business
Great platform for responding to emails
What do you like best about the product?
It's easy to find all tickets and organise them into views when more complicated issues come through. Great to use macros too because it speeds up the whole response time.
What do you dislike about the product?
There's very little I don't like about it that I can think of. Sometimes when we tag people to link through from Slack it doesn't always tag properly, but I don't even know if that's a problem with ZD or Slack.
What problems is the product solving and how is that benefiting you?
It's helping keep our inbox numbers low because we can get back to customers very quickly and efficiently. I find my performance has improved since using Zendesk.
Amazing customer support tool. Suitable to build integrations and automations.
What do you like best about the product?
Building automation and integrations with other tools are super helpful for teams that aim to scale customer support operations.
What do you dislike about the product?
The SLA policies applied to tickets could cause inconsistencies in SLA reporting. However, this depends more on how the users use Zendesk than on Zendesk itself.
What problems is the product solving and how is that benefiting you?
Handling customer queries, alerting about SLA to fulfill when handling those queries, reporting to monitor the performance of the support agents and integrating with other tools and systems.
The support is great. But the approach could be improved.
What do you like best about the product?
More accurate and specific solutions to the issues we might face.
What do you dislike about the product?
The time to reach out to us was more than expected
What problems is the product solving and how is that benefiting you?
Automation ideas and helps us to number down the emails we send to the customers
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