Zendesk Suite
ZendeskExternal reviews
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They were very helpful.
What do you like best about the product?
They resolved my issues. I had a good experience dealing with Zendesk.
What do you dislike about the product?
I don't really have anything negative to say.
What problems is the product solving and how is that benefiting you?
Disconnected customer conversations, inefficient workflows, and difficulty tracking support performance.
Great ticketing system with smooth integrations
What do you like best about the product?
It works really well with other business tools, and the ticket routing automation makes handling customer inquiries much easier. I also like how the customizable workflows and macros save a lot of time on repetitive tasks. The reporting dashboard is clear and gives a good picture of how the support team is doing.
What do you dislike about the product?
The pricing can be a bit high for smaller teams, and setting everything up at the start takes quite a bit of work. Some of the more advanced features, like AI suggestions, are only available on the higher-tier plans. The mobile app could also use some upgrades to be more functional.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite makes customer support so much easier by putting all our communication channels into one inbox. No more juggling different platforms, which has really cut down on response times. The automated ticket routing and tagging make sure questions get to the right person fast, and the knowledge base helps customers find answers on their own. Since we started using it, our customer satisfaction has gone up and our support team’s workload has gone down.
Zendesk is a helpful support tool
What do you like best about the product?
Zendesk is great for keeping track of customer support tickets. I can easily discern what tickets are awaiting my response versus the customer's response. I also love the ability to add internal notes to the tickets that the user can't see.
What do you dislike about the product?
The "child" ticket aspect needs some work. Additionally, if there are multiple people copied on a ticket and one of those copied folks (who is not the original "Requester") responds on the ticket and leaves all the other copied folks off, there is no way to respond to just that one person (the Requester MUST be in the response).
What problems is the product solving and how is that benefiting you?
I am the main point of support for my team, and we toyed with the idea of having customers reach out to me directly over email. However, we ran into the issue of how my colleagues can cover those emails while I'm out of the office, as they won't have access to my personal email. Zendesk solved this issue. On top of that, I can set myself to OOO on Zendesk and reroute those tickets to a colleague.
Zendesk Review
What do you like best about the product?
I like the ability to creat tickets and easily respond to users.
What do you dislike about the product?
I dislike the slowness of the play option.
What problems is the product solving and how is that benefiting you?
Speed regarding answering users.
A great tool for support ticket handling
What do you like best about the product?
Easy to use, integration capabilities and helps customer service agents manage their workflows effectively
What do you dislike about the product?
Not so great mobile app
Pricing model is not suitable for current market
Pricing model is not suitable for current market
What problems is the product solving and how is that benefiting you?
Zendesk unifies email, chat, voice, and social media into a single platform. This eliminates the need to switch between tools and helps maintain continuity
A Game -changer for customer support
What do you like best about the product?
"I'm really impressed with Zendesk Support Suite! The unified omnichannel experience is a game-changer, allowing me to manage customer interactions across multiple channels from a single dashboard. The powerful automation tools and intuitive UI have streamlined our workflows, reducing response times and increasing efficiency. The deep reporting and analytics capabilities have also provided valuable insights into team performance and customer satisfaction. Overall, Zendesk Support Suite has improved our customer satisfaction rates and productivity, making it an essential tool for our business."
What do you dislike about the product?
While there's room for improvement in review verification and feature discovery,
Zendesk Support Suite has several drawbacks that users commonly mention. One major issue is its complexity, which can lead to a steep learning curve, especially for new or smaller teams. Customization can also be challenging, often requiring developer support or third-party apps, which adds to the cost. Some users find the reporting module, Zendesk Explore, powerful but not very user-friendly, lacking real-time data and flexibility. Additionally, the platform's cost can be prohibitive, particularly for small businesses or startups, with many valuable features locked behind higher-tier plans. Other issues include delayed notifications for incoming chats, limited customization options for chat forms and help center branding, and occasional performance issues. Furthermore, some users have reported difficulties in getting timely support from Zendesk itself, unless you're on a premium plan.
Zendesk Support Suite has several drawbacks that users commonly mention. One major issue is its complexity, which can lead to a steep learning curve, especially for new or smaller teams. Customization can also be challenging, often requiring developer support or third-party apps, which adds to the cost. Some users find the reporting module, Zendesk Explore, powerful but not very user-friendly, lacking real-time data and flexibility. Additionally, the platform's cost can be prohibitive, particularly for small businesses or startups, with many valuable features locked behind higher-tier plans. Other issues include delayed notifications for incoming chats, limited customization options for chat forms and help center branding, and occasional performance issues. Furthermore, some users have reported difficulties in getting timely support from Zendesk itself, unless you're on a premium plan.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving several key problems for our business, including streamlining customer support and improving response times. By providing a unified platform to manage customer interactions across multiple channels, we're able to deliver faster and more personalized support, which has significantly improved customer satisfaction. Additionally, the automation features have increased our productivity, allowing us to focus on complex issues and provide better solutions.
Great company made the work much easier
What do you like best about the product?
It has made the work very easy, we are able to keep track and the UI is super easy to use, it has made our lot of work a second task
What do you dislike about the product?
No Nothing as of now all thing works well as expected and there customer team is really awesome
What problems is the product solving and how is that benefiting you?
It help us maintain the track of all the queries and help us to manage the client queries in a smooth way
Really Good Platform for Managing Support guys
What do you like best about the product?
Its UX and the simplicity they bring to the table. Any layman can be familiar
What do you dislike about the product?
Never Interacted with the Support Team. I guess they never let me.
What problems is the product solving and how is that benefiting you?
Management
Zendesk as a CRM
What do you like best about the product?
What I really like about Zendesk Support Suite is how everything feels connected and seamless. Whether it’s managing emails, chats, calls, or tickets everything comes together in one place, which makes it so much easier to stay organized and respond quickly. The interface is clean and user-friendly, and features like macros, triggers, and automations really help save time on repetitive tasks. It feels like it’s built to actually support both the customer and the agent experience.
What do you dislike about the product?
One thing I find a bit frustrating is that it can sometimes feel a little slow or clunky, especially when handling a high volume of tickets. Also, while the automation features are powerful, they can be tricky to set up without some trial and error, especially for someone who’s not very technical. A bit more flexibility or guidance in customization would really help. But overall, it’s still a solid tool.
What problems is the product solving and how is that benefiting you?
I was working for Logitech earlier and used it.
Simple and Easy to use
What do you like best about the product?
The simplicity of the platform is what makes it stand out amongst other CRM platforms
What do you dislike about the product?
Customization may be a little complex for users
What problems is the product solving and how is that benefiting you?
Zendesk helps us reach bridge the gap between customer and support teams.
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