Zendesk Suite
ZendeskExternal reviews
6,468 reviews
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Easy and simple UI, customisation helps you learn things around it.
What do you like best about the product?
Ticket creation and progess status with with not hard UI to be confused.
What do you dislike about the product?
None, nothing as per my requirement. I was able to utilise it as much as my requirement.
What problems is the product solving and how is that benefiting you?
Work tickets, support tickets, sharing link for manage access. Customers view.
Recommendations to others considering the product:
Nothing
Best Support tool I have ever worked with, but reports section needs some getting used to
What do you like best about the product?
As a manager I can set up a lot of helpful automation, triggers and macros that make it a lot easier for my agents to keep track of their workload, remind them to follow up etc. Agents can set up ticket views shaping their Inbox in a way that makes sense for them individually.
What do you dislike about the product?
I'm having a difficult time creating reports that understandably present the data I want while also making it "pretty". I end up with tables too many times. Also creating dashboards is not very user friendly, though the beta of the new reporting is much more usable already.
What problems is the product solving and how is that benefiting you?
Managing our Tech Support inbox with messages coming in via email, contact form and also chat. The various apps and options to set up webhooks make it easier to connect it to other tools used within our organisation.
Recommendations to others considering the product:
Best tool I have worked with in Support so far
Zendesk helped to reply to merchants
What do you like best about the product?
Writing emails in Zendesk makes it easy because it gives you good options to edit the mail as it shows your mistakes and small errors which helps us to get more knowledge about our writing
What do you dislike about the product?
Zendesk gives is good enough to write the email so couldn't find any mistake in this as they are doing well and making it easy for us to write and understand our writing.
What problems is the product solving and how is that benefiting you?
Every time I ask any query they solve it by taking immediate action and providing the solutions for that. Previously my zendesk was not working I asked for help and they informed me to clear cookies & caches and then the problem was solved.
Triggers and Webhook timing
What do you like best about the product?
Instructions were clear and she quickly understood my problem
What do you dislike about the product?
Most of the time I need to find an End User to test that the fix has worked. This is what usually takes time. So problems can take a while to resolve
What problems is the product solving and how is that benefiting you?
We want to hide a field from customers to provide a better user experience. Zendesk was able to help us make this happen.
Recommendations to others considering the product:
Spend the time to set things up properly and create some guidelines for how your team will use it ongoing.
I'm all in for Zendesk's Support solutions!
What do you like best about the product?
I appreciate how much control I have over our account settings. I find the settings very easy to use and adjust, and user-friendly for someone who is not a developer. I rarely need to recruit help on our development team to make changes to our system, etc. I also appreciate how helpful Zendesk's support team is when I need it - I never have to wait more than a few minutes for a chat reply.
What do you dislike about the product?
My only complaint is the inability to merge or delete tags. We've got quite a few in there that were created long ago, so our tag cloud is very large at this point!
What problems is the product solving and how is that benefiting you?
We do 100% of our customer support with Zendesk Support Suite! It's been a lifesaver for our team to manage a very high volume of support requests.
Not the best user experience, can be chaotic, but gets the job done.
What do you like best about the product?
It's nice that you can set up your own automations and business rules.
What do you dislike about the product?
The account manager that is our point of contact is nonresponsive. The moment we paid for the account until he only responded to one email because I asked the sales person to make a second and third introduction. Crickets after that.
What problems is the product solving and how is that benefiting you?
Gets tickets from our clients to us.
Zendesk Review
What do you like best about the product?
How simple and clean it is to use, very easy to teach others how to use.
What do you dislike about the product?
The email address being a unique identifier can be tricky at times
What problems is the product solving and how is that benefiting you?
Solving the issue of how to provide omni channel support
They have been so excellent is resolving every problem, large or small
What do you like best about the product?
I love and easy everything is and if I can't figure something out, their support team is amazing.
What do you dislike about the product?
I can't think of anything I dislike, everything is so intuitive
What problems is the product solving and how is that benefiting you?
My phone number was say I was calling from some city 2-hours away and people thought it was spam, they were able to release that number and I chose a better one
Recommendations to others considering the product:
I have no note, you all are perfect
Great omni-channel platform to help deliver excellent Customer Service
What do you like best about the product?
Omni-channel support, ease of use, Reporting features and flexibility as well as the integration with other tools like shopify, tymeshift.
What do you dislike about the product?
Certain features that are available in other platforms come at a cost
What problems is the product solving and how is that benefiting you?
Multi-channel customer care and support
Quick and accurate assistance
What do you like best about the product?
I am able to quickly get my questions answered, and when it is something too specific or unique they are able to have an agent reply super fast.
What do you dislike about the product?
The prompted assistance takes too long to get through in order to ask your question to an agent.
What problems is the product solving and how is that benefiting you?
It is helping me to design my internal ticketing system to give team members the best user experience
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