Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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Omni-channel support made easy
What do you like best about the product?
A myriad of features is available for clients from which we can choose what works for us and use just that. Their support portal is quick and efficient, much better than others I have used.
What do you dislike about the product?
Some of the features are implemented in a very basic form and need further improvements. However, these improvements sometimes take quite a long time to be implemented.
What problems is the product solving and how is that benefiting you?
Have a single portal through which we can interact with our users who might be accessing us through multiple channels. Its reporting capabilities are extremely useful and very much insightful
Its very user friendly
What do you like best about the product?
Everything is under one umbrella so agents find it easy to navigate.
What do you dislike about the product?
Nothing really, one thing I might say it is quite expenses as compared to other ticketing system
What problems is the product solving and how is that benefiting you?
As I said it is user friendly and all our agents find it useful
Good to start but I doubt it's scalable
What do you like best about the product?
Macros and automations can be hugely helpful.
What do you dislike about the product?
Adjusting views is unnecessarily difficult.
What problems is the product solving and how is that benefiting you?
Answering support tickets. I am able to categorize tickets and set up auto responses.
Good Product with many areas of growth
What do you like best about the product?
User friendly interface, great reports and analytics.
What do you dislike about the product?
Knowledge Base editor needs imporovement. Unable to create sleek PDF of content without timestamp and HTML address on the PDF.
What problems is the product solving and how is that benefiting you?
We no longer utlize Zendesk Support Suite. Too high of a cost with too many missing features (listed above).
Recommendations to others considering the product:
Set up is not too challenging. White labeling required skills and not all of the Zendesk Help Center articles were helpful.
Good Tool with some extraordinary functionalities but quite expensive
What do you like best about the product?
Their ability to add custom ticket statuses
What do you dislike about the product?
Pricing. They don't have pro-rata basis pricing.
What problems is the product solving and how is that benefiting you?
Ability to interact with the customers and categorize the tickets received from customers
Powerful, but complicated and pretty bad consultative support unless you're paying a lot
What do you like best about the product?
It's build for support teams, from support teams so there are a lot of thigns that help teams scale.
What do you dislike about the product?
It can easily get too complicated unless you purchase additional tools, ad ons, or their professional services, but also... they treat you like a beginner and then send you documentation from the HC (which, you probably already looked up)
What problems is the product solving and how is that benefiting you?
Centralizing customer communications
This is an amazing platform but...
What do you like best about the product?
The intuitive visual interface, well-developped business functionalities, various reporting options, and tagging. Briefly, good fit for almost every business.
What do you dislike about the product?
If you are lucky to catch Live Support, everything is great. Otherwise, only answers after more than 24 hours and articles instead real help, not positive at all.
What problems is the product solving and how is that benefiting you?
Well-organized archive, GDPR compliant, easy users and organizations management, simplified admin center(still can't be fully explored without Live Support).
2x Greatness (Great tool with Great opportunities
What do you like best about the product?
I love that each client has a dedicated account manager that can be easily contacted easily. So far, it's very useful with our B2B and B2C. A user-friendly tool that anyone can use with ease.
What do you dislike about the product?
Datasets are separate. There are still a lot of things that need to be improved especially with live chat monitoring just like what other WF tool is using knowing that the nonvoice business is growing.
What problems is the product solving and how is that benefiting you?
It's helping us a lot with our reporting and performance visibility. We were blinded before thus, we are unable to create effective action items but with data being available through Zendesk, we can do deep-dive analysis and address concerns with our B2B and B2C.
Recommendations to others considering the product:
Support needs to improve on visibility and more options to contact the advocacy team especially when there are major issues
Zendesk has great tools but recently degraded their Support and it's hard to get timely answers
What do you like best about the product?
The integrations and the talk functionality allow for easy agent use day-to-day. Reporting and custom field mapping allow us to isolate issues and provide feedback for the rest of the company.
What do you dislike about the product?
Account management is too slow. It was better when we could call. Also, it's hard to see changes coming from feedback provided. It seems there are basic tools that many people request that have not been implemented for many years.
What problems is the product solving and how is that benefiting you?
Quick support and repetition for basic case-work via phone and email. Strong metrics to identify root causes and SLAs to focus on specific customer segments have been a nice plus.
Recommendations to others considering the product:
Make sure you can self-service all of your needs. Check viability of integrations.
Zendesk offers a solid support experience
What do you like best about the product?
Integration of multiple channels of support under a single service. A solid amount of applications and integrations to expand on the offerings.
What do you dislike about the product?
Messaging is not quite fully integrated and is missing some features from the previous Chat offerings such as triggers for specific conditions and the amount of information displayed to an agent in the workspace.
Many requested features are left ignored with very little in the way of communication for future support or a transparent roadmap for the new features being implemented.
Zendesk seems to have an issue with their support team as well. Everything is pushed to Chat, but I often find that no agent is available to answer my request in real-time, and that e-mail replies are taking longer to receive a reply. You would expect Zendesk to be leaders in this area.
Many requested features are left ignored with very little in the way of communication for future support or a transparent roadmap for the new features being implemented.
Zendesk seems to have an issue with their support team as well. Everything is pushed to Chat, but I often find that no agent is available to answer my request in real-time, and that e-mail replies are taking longer to receive a reply. You would expect Zendesk to be leaders in this area.
What problems is the product solving and how is that benefiting you?
Self-help and multiple channel support options allow us to meet the customer where they expect to receive support. We've increased our CSAT score by 10%, to a high of 97% overall.
Recommendations to others considering the product:
Fully test all of the options available in the suite based on your needs to ensure it is a good fit for your company.
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