Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Switching to Support Suite was such a timely decision
What do you like best about the product?
Before Zendesk, we struggled trying to keep up with our ticket maintenance and other periodic tasks essential to any CX department. Not anymore. Support Suite has helped us leverage a lot of power in such a small team, so we can focus on providing the best value to our customers without compromising scale. Very good fit for startups, in my opinion.
What do you dislike about the product?
The Suite tries to simulate an email environment, that's great most of the time, but it also carries along its downfalls. Visualizing long conversations can be as intricate as reading them on G Suite, but that's something you might be accustomed to.
What problems is the product solving and how is that benefiting you?
Scaling our CX department with the right tools has been essential in our success. As a startup, we need to make sure that we're using every resource at our disposal to minimize overhead, and Zendesk helps us achieve that with automation, extensibility, and a robust customer support for any particular need we might have.
Recommendations to others considering the product:
My only recommendation is to take advantage of their extensive marketplace. Automating processes and using Zendesk to better your DevOps/ChatOps is what makes this product a great fit for us!
Zendesk is easy to use and their support is great
What do you like best about the product?
I like Zendesk's live help, very knowledgeable agents
What do you dislike about the product?
Sometimes, it is complicated to make changes, too thecnical
What problems is the product solving and how is that benefiting you?
Explore is great for data insights. It is also easy to use for our reps
Recommendations to others considering the product:
It can be a bit complicated to implement but their support is great
the supporters reply fast and they are very professional.
What do you like best about the product?
The speed of their reply.
It seems that they work 7x24 hours.
It seems that they work 7x24 hours.
What do you dislike about the product?
I am not s native English speaker. So I hope there is Chinese support.
What problems is the product solving and how is that benefiting you?
How to find all tickets assigned to one agent.
Recommendations to others considering the product:
easy to use. Fast response
14 years experience
What do you like best about the product?
I like the beautiful interface and the usability.
What do you dislike about the product?
I dislike the ever-growing complicated set of products.
What problems is the product solving and how is that benefiting you?
Combining all possibilities into one product instead of piling up a stack of products with an ever growing sales price.
Recommendations to others considering the product:
Zendesk is the market leader in support software. The community and partner base is huge and that helps using Zendesk in being a succes. Zendesk helps you to follow the right workflow.
A comprehensive support system with great features and analytics for decision making
What do you like best about the product?
I like the structure of the support tickets, and how they're easy to review, track, and take action on. The reporting and dashboard are phenomenal and very help for me as a product manager.
What do you dislike about the product?
The interface can be a tad bit overwhelming with a slight learning curve for first time users. I do wish the dashboard was a little neater. The advanced search page UX has a lot of room for improvement.
What problems is the product solving and how is that benefiting you?
We use it to track, respond to, and resolve customer support tickets for our SaaS platform. The exceptional reports feature and dashboard allow us to provide quick and valuable insights for our product team that feed into their product development efforts. Beyond that, it's easy to also collaborate and involve other stakeholders into the process - creating a sort of holistic response team for the customer.
quick response via Live Chat
What do you like best about the product?
I can easily reach the Zendesk support via Live Chat and the respond time is quick
What do you dislike about the product?
I'm quite happy about the support experience, maybe can improve a bit on locating the live chat button
What problems is the product solving and how is that benefiting you?
subscription issues - my organization has subscribed 13 Support license, while the system only shows that I've 11 accounts with administrator role, but I'm not able to add more user with administrator role. Finally, the Zendesk support advised that there are 2 users occupied the support licenses that I'm not aware of. To resolve it, I've to change these 2 users to "Contributor" in User Admin Center.
Zendesk Review
What do you like best about the product?
ease of accessibility and collaboration tools
What do you dislike about the product?
Reporting - Explore limitations and clunking reports
What problems is the product solving and how is that benefiting you?
communication tracking and aligned problem solving
ZD Support review
What do you like best about the product?
ZD support suite is easy to set and configure
The views are easy to build.
Triggers and Automation are easy to set, Macros are easy to use.
Although not easy to do at first, ZD offers a wide range of third-party connectors
The views are easy to build.
Triggers and Automation are easy to set, Macros are easy to use.
Although not easy to do at first, ZD offers a wide range of third-party connectors
What do you dislike about the product?
It's not possible for agents to act and use form like an end-users.
ZD is hardly made for companies with end-users acting both as requesters and agents.
The UX is not user friendly at first (having to "submit" any small change, the button is not properly located or easy to spot)
Guide lacks a lot of features compared to Confluence (collaborative editing, templates, layouts)
The whole thing sometimes lags a lot.
Zendesk Explore is difficult to manage, dashboards take forever to load :-(
ZD is hardly made for companies with end-users acting both as requesters and agents.
The UX is not user friendly at first (having to "submit" any small change, the button is not properly located or easy to spot)
Guide lacks a lot of features compared to Confluence (collaborative editing, templates, layouts)
The whole thing sometimes lags a lot.
Zendesk Explore is difficult to manage, dashboards take forever to load :-(
What problems is the product solving and how is that benefiting you?
Technical issues related to our SaaS solution
Good Product for Efficiency
What do you like best about the product?
Organization, efficiency, prioritization
What do you dislike about the product?
Missing native functionality, upgrades needed
What problems is the product solving and how is that benefiting you?
It's helping us to provide follow up on client requests where things may have fallen through the cracks when tracked manually.
A great tool for small business's and startups!
What do you like best about the product?
Friendly interface, very easy to navigate and locate all the tickets assigned. You can integrate it to your other social media accounts that is one really good feature.
What do you dislike about the product?
Tickets merging is a huge task. The costs of the training is quite high.
What problems is the product solving and how is that benefiting you?
It helps problem solving efficiency and I can manage my work effectively.
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