Zendesk Suite
ZendeskExternal reviews
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If you are looking for a full solution, Zendesk is the way to go.
What do you like best about the product?
Zendesk provides a full solution; they spend a lot of time thinking about user experience in support and develop their product around that. I have learned to love Zendesk as I have used more and more of it.
What do you dislike about the product?
1. The add-ons - it is hard to justify purchasing additional add-ons; they should be a part of the licensing, especially Enterprise licenses.
2. Even when Zendesk is a full solution, there are gaps in the product where you look outside solutions to get things done. A good theme for the Support Guide is an example of this. The default options are very limited.
2. Even when Zendesk is a full solution, there are gaps in the product where you look outside solutions to get things done. A good theme for the Support Guide is an example of this. The default options are very limited.
What problems is the product solving and how is that benefiting you?
With Zendesk Support Suite, we manage and run our support function for our org. We manage our Support SLAs with Zendesk Support Suite. We also manage our Help Center on Support Guide.
Review of Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is a great fit for our customer support team. With the help of integrations like Playlist, we're able to handle a high volume of customer contacts with a small team. Triggers and automations make our job simple and easy!
What do you dislike about the product?
Zendesk's own support team isn't exactly at 10/10 in my opinion. When our agents are encountering errors or when we have questions/concerns about features, it can take quite a while to actually get in touch with an agent and often the responses we receive aren't helpful. I'll also note that the Zendesk team is quick to say that certain features are in development/in the pipeline but then allow literal years to pass without any update on those features.
What problems is the product solving and how is that benefiting you?
Zendesk helps our small team manage a high volume of contacts via email, phone, and chat. Working in SaaS, it's important to be able to provide instant service to our customers, and the tools we're able to use for ticket routing and agent availability make it very easy for us to be fully available for our customers 24/7.
Great support and very quick to respond
What do you like best about the product?
The chat feature to submit a support request was very easy to use!
What do you dislike about the product?
You do have to check the chat for the responses, and though you get a notification on zendesk, you do have to go back to that tab to view the chat.
What problems is the product solving and how is that benefiting you?
Resolved my issues with the intercom app very quickly!
Everything I've wanted and more!
What do you like best about the product?
I like the multichannels support they offer!
We can now handle requests from telegram, web, and out unity plugin!
We can now handle requests from telegram, web, and out unity plugin!
What do you dislike about the product?
It can become quite costly for our small business. We would like to add more support agents but the price per agent per month adds up quick!
What problems is the product solving and how is that benefiting you?
We are a small indie game company and zendesk allows us to triage tickets and then escalate issues directly to jira!
Good Suite but could be better
What do you like best about the product?
The views and Notifications are good, support is good
What do you dislike about the product?
The range of developement is not good, reporting options are very less
What problems is the product solving and how is that benefiting you?
It helped my team to provide support to end user based on email, chat and other options
Strong platform to provide support, Getting support from the company needs work
What do you like best about the product?
The modularity and customization of the platform is excellent. Overall, the functionality is integral to our business and the ability to directly integrate into our SAAS platform was key to remaining a customer
What do you dislike about the product?
The overall customer support of this customer support platform leaves room to be desired. There is a lot of documentation but it feels incomplete, scattered or out of date and an over-reliance on community answers.
What problems is the product solving and how is that benefiting you?
As a platform, it allows our customers multiple paths to reach support and the flexibility of Side Conversations and the Slack integration are invaluable to our daily operations
Very user friendly ticketing system
What do you like best about the product?
I like the option to use personalized macros and shortcuts very much. It saves a lot of time while working on tickets.
What do you dislike about the product?
I want to be able to favourite/bookmark my macros, which are not yet available.
What problems is the product solving and how is that benefiting you?
Duplicate tickets are automatically closed out by Zendesk itself, without manual checking which saves more time.
Strong, user-friendly omni-channel customer experience solution
What do you like best about the product?
Zendesk allows requesters to raise a question or concern in a variety of ways (channels), ranging from email to phone to text to chat to messaging and even social. The real power of Zendesk is being able to easily see all of the queries raised by someone in a single place and being able to respond in the most appropriate channel even if that differs from the original method of the inquiry.
What do you dislike about the product?
While Zendesk has improved its product communications, I still "stumble upon" new features that I at least did not see in their announcements. In addition, I have worked with three organizations recently who are leaving Zendesk for another tool due to the lack of native support for ITSM.
What problems is the product solving and how is that benefiting you?
Zendesk is an easy tool for "agents" to learn to use to provide timely responses to clients / customers and provides strong reporting and analytics through the Explore tool for management to keep a pulse on the service to customers.
Streamling CS 85% great, 15% unnecessarily complicated
What do you like best about the product?
The personalized organization I can do for my organization and work tasks. I love being able to create my own tags and fields for different sort of operations.
What do you dislike about the product?
Sometimes the jargon they use is unnecessarily complicated. I often find myself on help articles trying to understand their vocabulary. It can be very time-consuming looking through their articles, some of which are dated, to find what exactly I'm looking for. You will often find many users requesting a simple feature over many years, which never gets implemented or commented on by ZenDesk employees. Perhaps we're using a more limited version, but I think the "word cloud" feature should be greatly improved upon.
What problems is the product solving and how is that benefiting you?
It streamlines customer interactions and stores them for easy recovery/creating insights based off of user behavior with our product. It's improved our ability to quickly respond and help our users.
Zendesk for MSPs
What do you like best about the product?
For our team , its making life easier and simple.
Zendesk Suite allows our customers to call in to our team and we know exactly who they are allowing us to help them in the best way possible
Zendesk Suite allows our customers to call in to our team and we know exactly who they are allowing us to help them in the best way possible
What do you dislike about the product?
Mobile Apps could be better , accessing zendesk via the web when needed on mobile or iPad is a little difficult.
What problems is the product solving and how is that benefiting you?
Customer Contact solutions, we have a lot of APIs connected to Zendesk this allows us to work more efficiently
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