Zendesk Suite
ZendeskExternal reviews
6,468 reviews
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UI could be better
What do you like best about the product?
workflows, simplicity of the tool are good
What do you dislike about the product?
confusing UI, search feature with ticket no and consolidated list of all my tickets is hard to use or could not find
What problems is the product solving and how is that benefiting you?
ticketing for IT Ops
Recommendations to others considering the product:
can't think of any
Zendesk is an easy to use but powerful help desk tool
What do you like best about the product?
Zendesk's interface is easy to use and navigate. The interface is intuitive and the feature set is flexible enough to accomplish most tasks.
What do you dislike about the product?
While you can do many things through the UI, there are still some limitations that have to be overcome using custom-developed solutions.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to easily track our customer requests and ensure that they are getting timely and quality responses.
Love ZD, and have used it for years.
What do you like best about the product?
ZD is easy and flexible. It makes adjusting processes or tracking data very simple.
What do you dislike about the product?
At times, their updates can come as a surprise or too frequently.
What problems is the product solving and how is that benefiting you?
It helps us track and gain insights into our support tickets.
Great Speedy Support
What do you like best about the product?
Extremely fast support times and very knowledgeable
What do you dislike about the product?
So far nothing to dislike at the moment.
What problems is the product solving and how is that benefiting you?
For the most part Ticket Support cases. Like Work Flor and how the Permissions interact in the Zendesk System. Very helpful to have support when needed.
Recommendations to others considering the product:
Its worth it, helps alot.
Useful tool with an incredibly responsive and innovative team behind it.
What do you like best about the product?
You are never limited with this tool. It feels like building with legos. While simple to learn and use, it has the flexibility to let you get as custom, complex or creative as you can imagine.
What do you dislike about the product?
It's not pushing the envelope on creatively imagining the future of conversation design. I'd love to see the company come up with functionality that showcases how automation technology can remove limits and break assumptions about how conversations and communication work.
What problems is the product solving and how is that benefiting you?
Where Ultimate shines for us is in automation. The bot doesn't simply talk to the customer about what they need or just provide self-service resources, it can also access data, integrate with our systems, and actually solve issues for customers itself. The automation also helps simplify and automate processes on our back end to reduce agent effort and remove rote tasks.
Zendesk Made Simple: An Admin’s Perspective on a Powerful CRM Tool
What do you like best about the product?
One of the key advantages of the Zendesk Support Suite is that it brings together all of Zendesk’s core products Support, Guide, Talk, and Chat, into one comprehensive package. Instead of paying for each product separately, you only need a single license fee per user, which covers the full suite. This makes it more cost-effective, easier to manage, and ensures your team has everything they need in one place to deliver a seamless customer experience.
What do you dislike about the product?
If there’s one limitation I find a bit frustrating with Zendesk, particularly in Explore it’s the restriction on data exports. You can’t extract more than 20,000 rows in a single export, which can make large-scale reporting a bit challenging but I guess they have already did something about it by introducing the 37months data retention.
What problems is the product solving and how is that benefiting you?
“Zendesk provides robust configuration options including groups, macros, triggers, automations, views, SLAs, and custom fields. Each of these elements plays a role in streamlining workflows and ensuring consistent case management. For example, macros and triggers can standardize repetitive tasks, while custom fields enrich ticket data that can later be leveraged in Explore for detailed reporting and insights.
Recommendations to others considering the product:
Basically, Zendesk Support Suite is a one-stop-shop for all CRM related tools which is best for small organizations, start-ups, MSE, or even big organization.
Zendesk tool for Support
What do you like best about the product?
1. UI is user friendly and easy to understand.
2. Replying to tickets & reopen the ticket feature is good.
3. Built-in feedback survey to the customers is a plus as we don't have to use any other 3rd part tools.
4. Manage users and their permissions.
5. Zendesk has a mobile app as well, from where you can address tickets.
6. Can be integrated with multiple softwares like Sales force etc...
2. Replying to tickets & reopen the ticket feature is good.
3. Built-in feedback survey to the customers is a plus as we don't have to use any other 3rd part tools.
4. Manage users and their permissions.
5. Zendesk has a mobile app as well, from where you can address tickets.
6. Can be integrated with multiple softwares like Sales force etc...
What do you dislike about the product?
Pulling reports is a tricky part some times
What problems is the product solving and how is that benefiting you?
1. Instead of using support email and addressing emails it creates tickets and all the communication with a customer is saved in one place.
2. It tells how satisfied is the customer with the solution provided with its built-in feedback survey.
3. Ticket routing system, if any individual has not answered a particular query.
4. Chat tool helps in answering the customer's query and we don't have to use another separate tool for a chat.
2. It tells how satisfied is the customer with the solution provided with its built-in feedback survey.
3. Ticket routing system, if any individual has not answered a particular query.
4. Chat tool helps in answering the customer's query and we don't have to use another separate tool for a chat.
Recommendations to others considering the product:
One of the affordable tools for all support needs and one tool with Phone, chat & ticketing tools.
Quick response time and good follow up
What do you like best about the product?
The response time was pretty quick and the follow up to keep me informed was good as well.
What do you dislike about the product?
I needed to verify with the bot by giving my e-mail address. And when I got to talk with the agent I needed to give my e-mail address again. But that was minor.
What problems is the product solving and how is that benefiting you?
It helps users get in contact with us when they need help. This way we can help them immediately.
A short review
What do you like best about the product?
The system is really detailedly engineered. It makes the system reliable and robust. The user interface is also great. Help center is useful and easy to learn the learning curve is not steep.
What do you dislike about the product?
The instagram and facebook integration is awful. Basically you can't use it. When a new message comes it doesn't shows the old conversation and when you answer the conversation and another answer comes after that it thinks that it is a new conversation and sends the welcome message again automatically.
What problems is the product solving and how is that benefiting you?
It makes my customers problems easily handled in one place. Easier to see bigger picture. And having an analytics for all of my customers' problems is perfect solution.
Recommendations to others considering the product:
If you are using it for social media don't buy it but otherwise perfect solution.
Zendesk is very user friendly for small & medium businesses
What do you like best about the product?
Ease of use, view of all my tickets in one screen, ability to create different views, automating tasks, self-help
What do you dislike about the product?
It's hard to know what can be automated. More organized self-help section.
What problems is the product solving and how is that benefiting you?
Allows us to respond quickly and surface enterprise-wide incidents, automating repetitive tasks
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