Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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An orderly resolution which was quick and more importantly efficient!
What do you like best about the product?
The answers the CS team gave were to the point and were written with efficiency. The answers were mentioned in an orderly fashion and to be honest, they were just the way I like it. The best part of it was that I felt it was something that belonged to me and as if these were all the answers I was looking for from Zendesk for a long time. I am finally satisfied with the services of Zendesk. There is a lot left to explore with Zendesk and I hope I can fully utilize it in the coming years.
What do you dislike about the product?
To be honest, I did not like Zendesk at first. I was a salesforce user and found Zendesk a little bit out of date and not that compatible. However, when I actually used it for some time, I found that it is nothing less than salesforce. It is just as many features and probably even more integrations to offer. In the end, I found all the answers I was looking for and that is what matters.
What problems is the product solving and how is that benefiting you?
We are using Zendesk Support to run our day-to-day business. It is an easy-to-use platform. We have realized that we need to upgrade our plans to use zendesk to its potential and to actually get what we want from the product. Our current plan does not allow us to do the same. We are looking forward to upgrading ourselves in the future.
Recommendations to others considering the product:
Yes, I would recommend it if you are looking for a fast and efficient solution for your business.
Efficient and Effective!
What do you like best about the product?
Once you can connect with a live agent, the process is pretty quick, and you always get the answers to your questions.
What do you dislike about the product?
It took a while to find the chat with a live agent section rather than a bot.
What problems is the product solving and how is that benefiting you?
Providing user guides for both our internal staff and customers as well as track customer activities.
Recommendations to others considering the product:
View your guide in incognito mode/ signed out to see it as your customer might.
Exceeded Expectations
What do you like best about the product?
Zendesk Sell is fantastic. I can tell the developers took the time to include seasoned sales professionals to give input and suggestions.
What do you dislike about the product?
The one downside is the automation could be a little more robust.
What problems is the product solving and how is that benefiting you?
They been great helping me upload and organize leads.
Zendesk is a great support tool for customers.
What do you like best about the product?
I've used several CRM and Support driven systems and find that Zendesk is fantastic as it is in real-time, intuitive and effective. The macro system is also really effective in making it easier to respond to mass tickets.
What do you dislike about the product?
I do wish that Zendesk support more things to be a full suite of products, as we're using multiple software now and Zendesk is used specifically for support-related things.
What problems is the product solving and how is that benefiting you?
We're using Zendesk to respond to customer request and tickets.
Zendesk is the best and most comprehensive customer service platform
What do you like best about the product?
My favorite feature of Zendesk is how all the different support channels like email, chat, phone, Facebook messages, etc. all flow into one agent view where agents can reply quickly to customers in the channel they prefer. After evaluating other platforms, I didn't find one that included all the channels in a single place that was easy to use.
What do you dislike about the product?
Some of the settings and configurations can be complicated and takes a lot of time to think through and get right. But, that is a trade-off that you get with something so comprehensive and flexible.
What problems is the product solving and how is that benefiting you?
Zendesk helps us provide speedy replies to customers via phone, chat, email, or social messages.
Investing in your team and your customers
What do you like best about the product?
Zendesk has been my go-to software for customer service since 2012. True, it has gotten pricier these days but the way the software is designed and how much one can customize it still amazes me. It's pretty intuitive as well and teams can get it up and running in a couple of days. I've demoed it to multiple teams and they're always surprised at how many things Zendesk can do—something their current software clearly cannot.
What do you dislike about the product?
The pricing structure, if anything. There has to be a way to purchase some add-ons without paying per seat.
What problems is the product solving and how is that benefiting you?
Ease of use for the customer service team. We want them to focus on providing a great customer service experience to anyone who writes to us and not in other things like setting up their filters, copying and pasting templates, sorting tickets, etc.
Zendesk is reliable, helps our team stay organized and in turn, delight our customers.
What do you like best about the product?
Multiple channel support and views keep us organized and prioritizing our days with our customers' best interest at heart
What do you dislike about the product?
We do notice lagging when typing sometimes
What problems is the product solving and how is that benefiting you?
We're able to connect our support data to the rest of our organization in a meaningful way with tags and integration with Jira, for example.
We can also build great rapport and trust with our customers as we can quickly learn about their past interactions which is even richer with internal notes.
We can also build great rapport and trust with our customers as we can quickly learn about their past interactions which is even richer with internal notes.
Best ticketing tool
What do you like best about the product?
Provides a great way to interact with customers
instant templates
Can easily communicate with people within the organization regarding the issues
easy to use, fast and easy to Navigate
Easy to track, assign and work on tickets
instant templates
Can easily communicate with people within the organization regarding the issues
easy to use, fast and easy to Navigate
Easy to track, assign and work on tickets
What do you dislike about the product?
It is a bit expensive
The support from the app team is a bit limited
Can work on improving the interface
The support from the app team is a bit limited
Can work on improving the interface
What problems is the product solving and how is that benefiting you?
logging tickets
assigning and closing them
application issues
assigning and closing them
application issues
Helpful and efficient
What do you like best about the product?
Zendesk Support was simple to find and it did not take long before an agent reached out and provided an answer to my question. The Zendesk team is very responsive and helpful.
What do you dislike about the product?
I do not currently have any concerns. Zendesk has been helpful.
What problems is the product solving and how is that benefiting you?
Zendesk is supporting our ticketing system by keeping us organized and by providing reporting.
Flexible and Open Platform
What do you like best about the product?
I like that Zendesk has open API access which enables us to build custom tools and automation into the platform to meet our needs. Many Omni Channel tools are closed systems and you more or less are forced to use their product as is out of the box. Zendesk has a pretty good out of the box solution, but the ability to customize the experience to your needs is really what put it over the top for us compared to competitors. They also met our compliance and security standards, which several other vendors in their space did not meet.
What do you dislike about the product?
I dislike that because of their open API, they have not fully baked out some of what I would consider to be table stakes features. Reporting, Metrics, Tagging, and Knowledge management. Their open API allows external companies to build apps on their platform, which is great, but this does mean you will need to source additional vendors in their ecosystem - which is generally a good experience. I just wish they had some additional table stakes fleshed out.
What problems is the product solving and how is that benefiting you?
We're solving our customer support and management needs with the Zendesk support suite. Everything from responding to our customers in real time, answering their phone calls, and serving them knowledge and enablement material to succeed with our product. This is our primary omnichannel support solution and one that we've invested quite a bit in developing out to meet our needs.
Recommendations to others considering the product:
Start early and often. If you are a startup, get in on the base package and start creating knowledge and tracking customer contacts. It'll save you and make you time and money.
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