Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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How to bulk update tickets?
What do you like best about the product?
Support provided screenshots which was easy to follow
What do you dislike about the product?
wait time to connect with agent, it took 20mins +
What problems is the product solving and how is that benefiting you?
bulk updating ticket values
Easy to use.
What do you like best about the product?
The interface is great. It's not cluttered. If the sidebars get in the way, they can be minimized.
What do you dislike about the product?
It would be great if there were more trigger/automation conditions and actions to better fine-tune our workflow. There are some basic features not available that we have to rely on 3rd party apps to fulfill.
What problems is the product solving and how is that benefiting you?
We use it for our IT ticketing, solving break/fix issues with our end-users as well as basic tracking of tasks and projects. It provides an excellent way to keep track of issues and a single, collaborative platform versus traditional email.
Great product
What do you like best about the product?
Very divers product set that covers so many areas of your business. Very user friendly both for admin, setup and maintenance as well as agents to jump in and operate the system.
What do you dislike about the product?
Partner ecosystem not quite as large as some other companies, like Salesforce. Getting really meaningful reporting does require a fair bit of work for the user including creating may custom measures. Out of the box reporting is not great for a complex business with many tiers and support paths.
What problems is the product solving and how is that benefiting you?
It provides a central place for all ticketing, help documentation and support channels. We are able to consolidate all channels into one system and this creates a simpler path for our clients to engage with us.
Recommendations to others considering the product:
Good tool, Ideally suited for B2C environments. Great if you run a front line customer support structure. If you have multiple tiers, multiple brands, complex structure, you may struggle with getting actionable and clear data, especially around ticket flows and bottlenecks.
Its been such an integral part in how we provide support to our employees
What do you like best about the product?
Ease of use, ability to use app/browser/email response & keep everyone in the loop.
What do you dislike about the product?
Users unfamiliar with zendesk often get confused with replies or tend to reply outside of the ticket. It's not obvious to users a lot of the time.
What problems is the product solving and how is that benefiting you?
Visibility to our entire team, what people are working on & everyone has the ability to step in & assist.
Has almost everything you need..
What do you like best about the product?
It's simple for the customer support agents to use. They can do almost everything from one screen rather than going into various applications. The calls with my new CSM have been helpful and productive!
What do you dislike about the product?
It's a bit restrictive. if you want other elements you need to intergrate thrid party software (or it just doesn't exist). When I try to get help for some things (my CSAT scores just disappear for no reason..) no one seems to be able to figure it out. Also, reviews with account managers are just "do you want any more logins?".
What problems is the product solving and how is that benefiting you?
Answering our clients queries quickly.
Generally good support with quick turn around times
What do you like best about the product?
It's useful to have the chatbot come back to you so you don't have to sit waiting for an agent (generally I have non-urgent queries so can wait).
What do you dislike about the product?
Sometimes you get redirected towards Zendesk help articles which aren't very useful - not a fault of the support suite but you need to go back to the chat bot afterwards.
What problems is the product solving and how is that benefiting you?
It's helping us to accelerate our growth and what we get out of Zendesk without having to use third parties or spend more!
Powerful tool with things to improve
What do you like best about the product?
I really like the flexibility it offers to do whatever you can imagine. The interface is easy to agents.
The API is really powerful and helps a lot to go beyond with the tool.
The API is really powerful and helps a lot to go beyond with the tool.
What do you dislike about the product?
I don't like the opacity when configuring the tool; you don't know if something you are doing may affect other triggers/automations.
I don't like to submit tickets to their support team from messaging.
I don't like to submit tickets to their support team from messaging.
What problems is the product solving and how is that benefiting you?
It is helping us to provide the most effective care possible to our users. Although we would welcome more progress in AI
Recommendations to others considering the product:
You need an expert admin to help you get the best from the tool
Good product, Very bright future, still needs work.
What do you like best about the product?
Very simple and focuses well on the features sales staff actually need - like deals, leads, contacts, contracts, all in one place
What do you dislike about the product?
It's a new software and is missing some basic stuff. They are removing the xero integration which would have been huge for us. For large teams you can't set up company-wide user settings yet like notifications for new leads or email notifications. Still a lot of work to do as I understand you need more users until you can get more funding rounds - but its a really really good start. The API is solid, could be better, but only because its new. I'm sure they'll work on it. dev team is kinda slow adding useful features - again because its a new software. Not heavily funded yet. The youtube videos for zendesk sell are also lacking, and the "whats new" updates for the teams are focused heavily on analytics and dashboards - and should be focused on basic stuff that moves the needle.
What problems is the product solving and how is that benefiting you?
dont use it
Recommendations to others considering the product:
Have a solid backend api developer ready to assist this software with integrations
i have been working as a zendesk support admin and the tool is pretty easy to use.
What do you like best about the product?
there are a lot of things we can customise according to our requirements and this tool is pretty easy to use and the support is also very effiecient.
What do you dislike about the product?
there are a few limitations for which we have posted in community and hoping they new features get added soon.
What problems is the product solving and how is that benefiting you?
we use Zendesk as our primary tool for support and it helps us with a lot of automation and triggers and this makes the life of our agents very easy.
Fantastic product! A++
What do you like best about the product?
The best feature might be how easy Sell was to learn and use and get proficient with. Its simple to navigate and no problem to keep track of records/clients.
What do you dislike about the product?
When making phone calls, I've had numerous times when it was glitchy and robotic sounding. I had to restart my computer to get it to stop--Sometimes multiple times per day.
What problems is the product solving and how is that benefiting you?
My latest problem was using Sell on multiple devices. I received some help from the chat and from support. I now use it on a desktop, laptop and mobile phone. Perhaps my next devices will be my car and my watch!
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