Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Pleasant experience and amazing support
What do you like best about the product?
I really appreciate immediate contact. I filled the contact form and within few seconds I got a call from Sales. That is really nice experience. What I really like are questions about my needs and preferences. That is what is needed. I got exactly the product I needed. also this is not only pre-sales attitude but also after-sales support is amazing. Immediate answer to questions and many ways of contact (chat, phone, community). I recommend Zendesk to everyone. Also it offers a wide variety of functions, and you do not have to use different tolls for reports or help center. Also The feature of multilingual support is a thing which is missing in other programs. Zendesk is a pioneer in this topic. You can create multiple pages for different languages and provide flawless customer experience. This also has positive impact on you company sales. I would say that Zendesk is a must have for a company which has to contact with clients especially B2C. However, multibranding they offer is also a good thing. You can create pages especially for departments or different clients. That is very useful when you have either a VIP customer or similar.
What do you dislike about the product?
The only thing which you can complain is pricing. But I understand that for good quality you have to pay. Therefore I can really complain. The product is great. It is very hard to find a thing which may be negative but if I would have to complaint about one more thing it would be that under one subscription there can be only one admin. I would like to pass my admin functions to my colleague. It is sometimes annoying that you go for holiday and you can't temporarily pass the ownership.
What problems is the product solving and how is that benefiting you?
So we got all different types of questions and queries. Zendesk allowed us to provide incredibly good support to our clients as well as improvement in our KPI's. We can see general improvement in CSAT and NPS. Also the Zendesk is offering a wide range of different addons and apps you can install. This is also a thing you can use to improve your business.
Recommendations to others considering the product:
If you are wondering if you should get a Zendesk suite do not wait it is the best product available currently on the market.
Very good software, would like to learn more about Zendesk, have signed up to use in my business.
What do you like best about the product?
havent really had much expereince on using zendesk properly, as i am a new user and still learning everything about zendesk, would love more help and assistance if possible?
What do you dislike about the product?
havent come across anything yet, so might update at later time
What problems is the product solving and how is that benefiting you?
using as a customer service tool, to catputre custoemr data, call details, create and link CSAT AND NPS surveys if possible?
The best of the best for customer support
What do you like best about the product?
Really like all the features for helping customers, the use of ticket prioritization, macros and the chat feature is very helpful to deliver great customer experience.
What do you dislike about the product?
Nothing actually, most stuff works as it should. The outbound call dial pad should be updated a little to make it easier to make calls backs.
What problems is the product solving and how is that benefiting you?
Resolving repetitive and similar problems and questions and ZD helps to make that easy while being able to add human personalization and real support at scale.
A worthy consideration for your help desk needs!
What do you like best about the product?
Is Zendesk the perfect help center? No! And good luck finding one of those. But I love Zendesk for a couple of reasons. First, they are constantly working to improve their product offering, creating a more seamless experience both for customers and agents -- and it's truly making a difference in our customer experience. Second, they have a vibrant community of users and support professionals ready and able to find a solution for almost any problem or challenge. I'll choose to work with that sort of company any day!
What do you dislike about the product?
Zendesk has a robust app marketplace which is great when you have a problem you need to solve. The only drawback is that this can add additional costs to your customer support tech stack when it's not included in the core product already. We are also very ready for them to release their Instagram integration.
What problems is the product solving and how is that benefiting you?
Zendesk support suite solves a bunch of problems for us. To name a few, we can respond to our customers on pretty much any channel we want. The combination of Guide and AnswerBot has significantly improved our self-service, reducing overall ticket volume. And finally, as our company grows and diversifies, we have the option to add additional branded help centers.
forged for agents and customers
What do you like best about the product?
Dashboard agent is simple but powerful. Agents can spend all the day in the Zendesk dashboard without excessive fatigue.
Setup is simple, API are extensive.
Perfect tools to improve CX.
Reporting and analytics tool is powerful.
Setup is simple, API are extensive.
Perfect tools to improve CX.
Reporting and analytics tool is powerful.
What do you dislike about the product?
Licensing system is scalable but no customizable
What problems is the product solving and how is that benefiting you?
Agents productivity increased.
Reports are highly customized.
All departments employees are involved.
Reports are highly customized.
All departments employees are involved.
Zendesk Review
What do you like best about the product?
I like the interface and functionality, most importantly, ease of use. If there is not an out of the box solution Zendesk has an active marketplace that will have a product that will assist a need. On top of all of this Zendesk's support of it's product is above the standard level provided in the industry. If I have an issue which is rare support is usually able to assist me right away.
What do you dislike about the product?
In the past chat support was more readily accessible and wait times were much shorter. If there was to be an improvement it would be nice to be able to get access to a support person more quickly. There have been moments (being in support myself) that I couldn't wait for in the queue and I had to try back another time. All that aside, this is truly the only complaint that I can provide at the moment and even if the support is lacking from what it once was it is still leaps and bounds above the support other companies provide.
What problems is the product solving and how is that benefiting you?
Zendesk provides all of my department's helpdesk needs, along with user documentation. Prior to Zendesk my department operated over e-mail to take user requests, the process was inefficent and didn't provide any means of tracking or trending of issues. With Guide in our suite of products my department has been able to consolidate our user documentation from another system. On top of the consolidation end user documentation can be referenced in end user requests.
Recommendations to others considering the product:
It would be nice to improve the response times and availability of the support team at Zendesk.
Great for managing a busy support team
What do you like best about the product?
All issues are in one place and easy to track.
What do you dislike about the product?
There is a learning curve. It isn't a big one. But can't think of anything else to put here...
What problems is the product solving and how is that benefiting you?
Had been managing issues and requests to the team via email which made it very hard to track.
Recommendations to others considering the product:
This is a great solution for managing issues among a team.
VERSATILE
What do you like best about the product?
I like the transparency Zen Desk offers not only to our staff but to the customer as well. I love that we have options to include the customer in our responses but that we also have a choice to leave private notes. I also enjoy how customizable it is, and the options we have for ticket statuses such as solved, pending, hold, etc. It's great when we can close a ticket out, but if the customer responds it will re-open for us so nothing is left unattended to.
What do you dislike about the product?
There isn't much that I dislike. One thing that could be improved on is the time it takes to reload once you've been idle. Also it does seem like there are times duplicate tickets are created, and some tickets end up in the suspended batch when they should not. However, I'm not sure what triggers certain tickets to be detected as spam, it may not be any fault of Zen Desk itself.
What problems is the product solving and how is that benefiting you?
The ticketing process has been able to allow us to monitor our employee's productivity. This allows us to work on our weak areas and see where our strong suits are. We are able to detect how many orders are being done, how many orders are being checked, and how long our response handle time is.
Recommendations to others considering the product:
Definitely, worth giving it a try. It has helped us organize our department!
Zendesk is Awesome!
What do you like best about the product?
Easy to understand. Very versitile. can be used in all departments within the company.
What do you dislike about the product?
Price plans are not versatile enough. gets very expensive as you add features. reporting was removed from the pro package without notice
What problems is the product solving and how is that benefiting you?
Easily track support tickets, increase customer satisfaction ratings
Zendesk Changed My Career
What do you like best about the product?
Zendesk is a fantastic support tool allowing companies to ensure their teams can work efficiently. This tool has completely changed my career path, and I will be a Zendesk user for life. If you have the opportunity to learn this tool, you absolutely should. Zendesk has opened up a plethora of career moves for me, and I will be forever grateful.
What do you dislike about the product?
There are a few downsides; Zendesk has grown exponentially throughout covid, and as a result, several enhancements could be completed to improve its functionality.
What problems is the product solving and how is that benefiting you?
With the Zendesk suite, we have solved many end user-facing dilemmas. We have also recently incorporated Answer Bot, which has closed nearly 5K tickets in a month. This has taken a load off of our support teams and allowed us to manage ticket income more effectively.
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