Zendesk Suite
ZendeskExternal reviews
6,468 reviews
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Zendesk Support Suite provides quick assistance
What do you like best about the product?
It's relatively easy to find help. And very quick. I tried the new ticketing system this morning and my issue was fixed in minutes.
What do you dislike about the product?
There are a ton of options and that can get cumbersome.
What problems is the product solving and how is that benefiting you?
Quick, self-service is the name of the game. It's been a time saver already.
Recommendations to others considering the product:
Give it a shot. There are all kinds of cool tips at your fingertips.
Lots of functionality, reliable, but slow improvements
What do you like best about the product?
Zendesk is a solid foundation for our contacts. You can have a simple base or add many levels of customization to it using custom apps, or marketplace apps.
What do you dislike about the product?
Zendesk takes a LOOONG time to make some changes. They offer so many features that change to one can take forever and sometimes basic functionality is missing but "on the road map"
What problems is the product solving and how is that benefiting you?
Zendesk is bringing all our conversations into one place, saving our teams time and effort running around different systems
Complete set of tools and features to provide great customer support
What do you like best about the product?
The feature set out of the box enables you to start almost right away. Then you can start configuring very easily your specific needs and you can even develop your own apps when you need to do some fancy things.
What do you dislike about the product?
Some of the features require you to get a higher plan. Sometimes it might get expensive to get a small feature that is not included in your current plan. The built-in automation features might sometimes feel limited and it takes some workaround to get things done the way you want them.
What problems is the product solving and how is that benefiting you?
You can easily track customers' issues, and let customers open their own tickets.
You know what issues have been addressed and you have an overall view of how long it took to solve your customers' issues.
You know what issues have been addressed and you have an overall view of how long it took to solve your customers' issues.
Great app to get in touch with your customers
What do you like best about the product?
How the tickets are divided into categories
What do you dislike about the product?
That they don't have an option where we the customer can pick the language
What problems is the product solving and how is that benefiting you?
It helps me in connecting with the customers
Zendesk is TOP TIER and always the right choice!
What do you like best about the product?
I love the team at Zendesk- they are always willing to help! User experience on the back end is the best I have seen. Shopify integration is seamless as well as knowledge capture!
What do you dislike about the product?
I wish that there was a quicker way for a new feature request to be implemented. I also wish that Zendesk could just completely handle new implementation requests.
What problems is the product solving and how is that benefiting you?
Insightful data that allows our team to action new processes to provide a better customer experience! We are far more productive and have clear visibility!
Recommendations to others considering the product:
Zendesk has a wealth of helpful articles on the internet...use them!
All in All, A Great Product!
What do you like best about the product?
We've been using Zendesk Support now for years and I'm sure we aren't even scratching the surface of its capabilities but we're a small business so it's doing exactly what we need it to do. The flexibility around creating a support centre for our clients to get self-help articles is amazing. We've been able to build a help centre based on the Copenhagen theme but add things how we want to use CSS. Their support is quite responsive also which is unusual for a larger company. The integrations are fantastic. We have an integration with Slack that sends all our support tickets into a channel so our whole team is aware. Their pricing is quite reasonable also compared to some others. All In all a great product.
What do you dislike about the product?
There are a few things I dislike from a design point of view and somewhat of a functional point of view, however, these things are in consequential as they're just nit-picky things I don't like. For example, where the Macro selection is, this would be better higher up towards the text field so I don't have to go down to the bottom to get it.
What problems is the product solving and how is that benefiting you?
It's enabling us to support our clients more effectively and efficiently by providing timely responses, and when it comes to Macros it means we're able to be fast as in a click of a button and some manipulation we can send responses quick.
Recommendations to others considering the product:
Give it a go. It's been amazing for us!
Great Support Ticketing Software
What do you like best about the product?
Easy to learn, easy to train on, easy to use. Very low barrier to entry and it can be used in large or small companies, in many different ways, with the only limits being how much you want to put into the setup and learning the functions.
What do you dislike about the product?
There are less options for doing things drastically different than I would like, which won't affect most organizations but can result in some hurdles if you're not looking for something as robust or not looking to use some of the features that are baked in.
What problems is the product solving and how is that benefiting you?
It makes it easy for us to track which customers are contacting us about which issues and identify big problems or recurring issues before they impact the business.
We are using zendesk in combination with CXone, and it's complicated and doesn't work correctly.
What do you like best about the product?
It's easy to see/understand your tickets and what needs to be done.
What do you dislike about the product?
Support is hard to get to. And (I think) becuase I use a combination of zendesk/CXone/Frontline I can't find a subject matter expert who can help me fix what's broken. (by the way, what's broken is that the tickets route to the wrong agents and duplicate, wasting time.)
What problems is the product solving and how is that benefiting you?
I need to be able to keep our calls/chats/email replies completed as efficiently (and fairly) among the team. We have "work items" that can't ben interrupted by a call and I don't know how to get rid of them, switch them to emails, I get instruction that's over my head.
Recommendations to others considering the product:
GO back to having live support and an easy way to reach folks. Your own chatbot isn't very helpful.
Pretty great, just takes a while to get up and running.
What do you like best about the product?
It will be the messaging angle and self-service angle.
What do you dislike about the product?
The agent workspace is not particularly well thought out for long email communications.
What problems is the product solving and how is that benefiting you?
It's a million times better than what my business was using previously, which were standard shared mailboxes. Nothing gets lost now and people can be held accountable for both good and bad performances.
They were very dedicated to resolving my issue / teach me how....
What do you like best about the product?
I like that we were able share screenshots back and forth for understanding. I was able to provide access for them to test their recommendations before sending them to me.
What do you dislike about the product?
What I would want improved, is faster back and forth with information. I'm not sure if, that is because it's not a critical issue??? If that is the case, I do understand and just hope when critical it is faster....
What problems is the product solving and how is that benefiting you?
Applying a detailed HTML Signature to my ZenDesk application. I am not very computer tech able. Hiedi made it easy enough for me, to implement for my team members.
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