Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Helpful Support
What do you like best about the product?
A powerful tool that can handle almost everything you need.
What do you dislike about the product?
Nickel and dime every feature making it hard to grow as a business. Either have not enough features with what you can afford or you have all features but can barely afford.
What problems is the product solving and how is that benefiting you?
Use it just as our main CRM. Handle emails and questions through our website.
Recommendations to others considering the product:
Nickel and dime you for every feature they can. Take free add-on's and sometimes "update" and start charging. Very powerful but be prepared to pay a lot more for it.
Good product with decent support
What do you like best about the product?
It's full-featured, configurable, and very reliable.
What do you dislike about the product?
Reporting with Explore isn't as robust as we'd like and the Talk data cannot be exported via an API.
What problems is the product solving and how is that benefiting you?
We needed a way to track all helpdesk requests internally and in our outsourced call center. We're able to separate them by using the multi-brand setup.
Great Features, Easy to Use
What do you like best about the product?
Zendesk Support Suite allows us to take our customer support/success to the next level. I love the ease of setting up ticket forms and fields so we can capture the necessary information we need to satisfy different requests. In our previous support tool we didn't have the option of doing this - it also didn't give us a Ticket Number that we could pass to the customer so they could easily reference an issue when they contact us (or when we are doing support internally) - we were having to use the customer name and conversation title which wasn't the best experience.
What do you dislike about the product?
We are interested in using Zendesk Talk so we can use an Analytics product to analyse our call recordings. However, Zendesk talk doesn't support recordings in Stereo format - only in Mono.
What problems is the product solving and how is that benefiting you?
We have totally revamped our customer support offering since using Zendesk. We have 1000 times more flexibility and reporting features when it comes to ticket forms and capturing additional data on tickets (Our previous provider used to charge to tag conversations!).
Our support team has greater visibility into what tickets are at specific stages of the process. This allows us to ensure tickets don't slip through the net and don't get answers.
Our support team has greater visibility into what tickets are at specific stages of the process. This allows us to ensure tickets don't slip through the net and don't get answers.
Recommendations to others considering the product:
If you already have a Zendesk account and your thinking of upgrading - make sure your not on the Legacy plan before you upgrade in the UI. We did this and we thought we were going to get all of the features displayed on the Zendesk Pricing page. This wasn't the case as we are on a legacy plan - we needed to purchase addon's which totalled $40 per agent per month. A price we were not expecting to pay.
Zendesk: the most reliable helpdesk I've ever used
What do you like best about the product?
How Zendesk works well, in a way it is reliable and its features work as intended, and how powerful this tool can be if its features are well used.
What do you dislike about the product?
Configuring Zendesk in a way to be able to use its advanced feature can be quite hard.
What problems is the product solving and how is that benefiting you?
The need to solve customer support tickets, and also be able to extract a summary of the tickets for specific customers and their status, for the generation of reports.
Recommendations to others considering the product:
It is a very useful and reliable helpdesk. Make sure to give it a try when considering buying a helpdesk license.
Very helpful
What do you like best about the product?
The speed and the follow-up email you receive after chatting with them
What do you dislike about the product?
Their help centre is rathe scattered and not-so-easy for somebody who is completely new to the platform
What problems is the product solving and how is that benefiting you?
We are responding to our customer enquires with Zendesk and we have our help centre with them too
Recommendations to others considering the product:
Purchase the most expensive plans if you want to make real use of the platform
It took some time but all over good experience
What do you like best about the product?
Solution / offered to give further to dev team top
What do you dislike about the product?
Unclear and dumb start. Really illogical questions asked
What problems is the product solving and how is that benefiting you?
Refreshing with zen desk sell app does not work. Dev team is informed
Recommendations to others considering the product:
Get someone who used it already so you know all the tricks
Erwin in Zendesk support is great!
What do you like best about the product?
Erwin listened to my questions and provided helpful information and relevant articles that would help me solve the issue I am running into.
What do you dislike about the product?
Nothing, for a chat, it was terrific. It's always preferable to get on the phone with someone when discussing particular needs, but in this case, the chat function worked well.
What problems is the product solving and how is that benefiting you?
I am looking to integrate a newly created Help Center guide into our web widget/chat
Zendesk support
What do you like best about the product?
I like getting timely, relevant responses to my support questions.
What do you dislike about the product?
The least helpful thing is looking up an issue posted on the community and there hasn't been a response provided, whether to my question or anyone else's.
What problems is the product solving and how is that benefiting you?
Zendesk help me provide support to my customers. Having a Knowledge Base that you can tie articles directly to your response to the client is great.
Use it for work
What do you like best about the product?
Ticket assigning system, very easy to organize tickets
What do you dislike about the product?
Having to log in every 30 days, makes it harder to work with
What problems is the product solving and how is that benefiting you?
ZenDesk helps us organize customer requests, improvement suggestions, and issues. Easy to share information between different parts of our company
A good move forwards
What do you like best about the product?
Easy access to tickets and other support information wherever I an
What do you dislike about the product?
Lacking some features once you start to want to do more.
What problems is the product solving and how is that benefiting you?
We made the move to omnichannel support practices thanks to Zendesk
We have way more visibility of our support operation.
We have way more visibility of our support operation.
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