Zendesk Suite
ZendeskExternal reviews
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Perfect Support
What do you like best about the product?
The platform is very helpful and their support.
What do you dislike about the product?
At the moment nothing, there is no option to hate.
What problems is the product solving and how is that benefiting you?
They need to enhance the chatbot creation tools.
Complete tool to interact in any contact channel. Talk module could be improved
What do you like best about the product?
Single interface for the entire configuration. Intuitive, easy to customize. Explore reporting very complete.
What do you dislike about the product?
Improvements: users interact through different channels at the same time and Zendesk does not have the ability to identify them automatically. The same for tickets. We do not like abusive telephone traffic rates. You have a lot of room for improvement here.
What problems is the product solving and how is that benefiting you?
Integration of all channels in a single tool. Unify internal processes improving the performance of support teams.
quick and helpful chat support
What do you like best about the product?
The configuration and setup is very agent as well as customer oriented. You only need to make any programming if you want really specific things.
What do you dislike about the product?
Zendesk is growing and then maybe losing focus on the core, i.e. customer support.
What problems is the product solving and how is that benefiting you?
We are B2B and our customers are working 24/7 around the globe. We can give them info in the Knowledgebase and record their remaining questions to be handled using office hours.
Great!
What do you like best about the product?
Straight forward talking, supported where needed.
What do you dislike about the product?
Nothing, The person i spoke to was easy, dealt with my query
What problems is the product solving and how is that benefiting you?
No issues
Zendesk user for more than 13 years.
What do you like best about the product?
Zendesk is very easy to use and I like help centre guide. Highly recommend to anyone who is looking for a solution to their business.
What do you dislike about the product?
If the price could be more competitive. However, I really like to use Zendesk.
What problems is the product solving and how is that benefiting you?
It has helped to improve on our Customer Support KPI performance for CSAT and FRT.
Helpdesk Help
What do you like best about the product?
The initial response time was originally 15 minutes but Earle responded within 3-4 minutes, and the longest wait time between my questions was never longer than 5-6 minutes.
What do you dislike about the product?
I think it was great. There wasn't much I didn't dislike.
What problems is the product solving and how is that benefiting you?
My members can email a simple email and that turns into a Zendesk ticket, but it somehow got unlinked, but Earle was able to troubleshoot and guide me and my IT person to a solution. And now we can get the support members need right away, and also track progress we're making.
Quick and efficient support
What do you like best about the product?
Customizable, easy to use, user friendly
What do you dislike about the product?
Occasional caching issues, hard to search historical cases easily.
What problems is the product solving and how is that benefiting you?
Automation
Zendesk is the best tool for any support team. We love it!
What do you like best about the product?
The ease of managing views, looking over a history of conversations, and managing SLA's and ratings for overall input in the ticketing system.
I've used SalesForce and Gorgias, and Zendesk is the most diverse when it comes to the type of users it can serve, it is not only e-commerce or only sales, it's everything!
I've used SalesForce and Gorgias, and Zendesk is the most diverse when it comes to the type of users it can serve, it is not only e-commerce or only sales, it's everything!
What do you dislike about the product?
It would be good that the User notes in the Agent workspace are related to the domain of the user (the company domain) rather than a specific user from that company. We are B2B business and we deal with different users from the same company, so leaving a user note in a ticket, does not help us when some other user contacts us, we would need to input another same note to have consistency.
What problems is the product solving and how is that benefiting you?
We wanted to solve the response time, and SLA is helping us manage that and get on top of the priority tickets. This is beneficial to us as it improved the customer's satisfaction.
Chat issues
What do you like best about the product?
The response has been very quick and helpful.
I liked that they provided screenshots to make it more visual.
I liked that they provided screenshots to make it more visual.
What do you dislike about the product?
Actually nothing, the rep was friendly and knowledgeable
What problems is the product solving and how is that benefiting you?
It helps to get quick tech and ops support without having to send hundreds of emails.
very intuitive and user friendly
What do you like best about the product?
being able to drag and drop files and being able to reference a ticket from anywhere in the system by just using numbers. I also like how the Internal Notes are also displayed.
What do you dislike about the product?
The spam filter or suspending emails can be a bit problematic as it has caused me to respond to ticket very late as it was suspened even though the user was already verified.
What problems is the product solving and how is that benefiting you?
For the most part the tickets that do come in is presented in a clear manner and the site is easy to read and respond to and I like the mobile app as well as i can respond when am mobile.
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