Zendesk Suite
ZendeskExternal reviews
6,468 reviews
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Excellent Support Platform
What do you like best about the product?
I love the ability to customize each aspect of our ticketing and the support portal. Zendesk has allowed our team to not only stay on top of all support issues that arise but to work more cohesively as a team
What do you dislike about the product?
After using Zendesk as long as we have, the only downside I see is not being able to fully utilize the entire platform. I realize that has nothing to do with Zendesk and more to do with our team but if I have to include something I dislike, its on us and not on Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed us to standardize how the organization submits support tickets. It has also allowed for a better flow of communication to take place among our support team.
Recommendations to others considering the product:
Always document and streamline your processes before setting up Zendesk since its not the job of the platform to tell you how to do your job but rather help you to execute your job.
Ticketing and Knowledge base partner
What do you like best about the product?
The possibility to preserve the user's demands control is an ace provided by Zendesk. We use it to keep the people informed, and even with access to our internal knowledge base, it works fine with the Guide options. Usually, you may need to use add-ons or plug-ins to complement specific about approvals.
What do you dislike about the product?
In some cases looks not fully user-friendly, but touching up the possibilities is a helpful tool, that requires time to be familiar in most cases. Not impossible but helpful as expected.
What problems is the product solving and how is that benefiting you?
Having access to information and commonly asked questions is part of our benefits, unify the knowledge in one unique place helps us to complement the normal onboarding and users requirements flow.
Exceeds in areas, falls short in others
What do you like best about the product?
After digging in and finding solutions you can accomplish a lot, unfortunately, you're forced to improvise solutions that solve for your needs. Great reporting (when it's accurate) Their support team is fast, friendly and knowledgeable!
What do you dislike about the product?
Reporting is very unreliable, with identical queries often returning different results. Their account managers call until you tell them to stop. My account manager called repeatedly while I was on vacation, then went down the list of old contacts they had on file to tell them they were "urgently" trying to reach me. When I finally broke down and called while on vacation, it ended up being a sales call, needless to say, I was livid and that experience left a really bad taste in my mouth.
What problems is the product solving and how is that benefiting you?
It helps us stay in touch with our customers, and organize/funnel contact in ways that work for us. Using triggers and settings we can effectively control SLAs and keep our tickets moving quickly.
Lots of nuances to work through
What do you like best about the product?
Being a cloud-based application is extremely helpful. There are a lot of things you can do with Zendesk, just have to know what can be done. There is a lot of documentation on how to use the system.
What do you dislike about the product?
The system is quirky and uses tags too much. It is very difficult to get data reports out of the system. Would like to see that streamlined and have confidence in the results.
What problems is the product solving and how is that benefiting you?
Zendesk is helping my organization track customer support issues. While it isn't as costly as other products, it also doesn't seem to be as user-friendly as them either.
My feedback
What do you like best about the product?
Lily was extremely helpfull with our chatbot project
What do you dislike about the product?
nothing really to dislike. everything seemed easy
What problems is the product solving and how is that benefiting you?
helping us wiht our busy customerservice
Recommendations to others considering the product:
easy to manage, easy to use.
Fast response and quick resolution
What do you like best about the product?
Agents are responsive and very helpful. They are knowledgeable with their product and the customer's needs and queries.
What do you dislike about the product?
None so far. I have no experience that I can consider as something that I dislike.
What problems is the product solving and how is that benefiting you?
We use Zendesk for customer support and it helps us keep track of customer queries and enables us to manage them in one dashboard.
Recommendations to others considering the product:
Easy to use and great support from the Zendesk team
Great Support Experience
What do you like best about the product?
Almost everything you want from a support chat app. Inline articles were the most useful.
What do you dislike about the product?
I was not able to paste an image from my clipboard
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helped me quickly and efficiently solve an issue I was having with Zendesk and let me get on with my day.
Good CRM for multiple channels.
What do you like best about the product?
Ease of implementation. Multiple channel setup.
What do you dislike about the product?
Some of the support staff are too quick to redirect to an article and not address questions.
What problems is the product solving and how is that benefiting you?
Centralized case management via multiple channels. Guide to be used to enable customers to self support.
Recommendations to others considering the product:
Zendesk is a great application for small or large deployments. It's greatest strength is the ease of implementation, omni-channel support and consistent agent experience in handling customer requests.
Knowledege base questions answered
What do you like best about the product?
Ram was super easy to talk to and well versed in the subject matter
What do you dislike about the product?
I had to go thru the chatbot function again on a separate question. Why ask, ' is there anything else I can help you with' when you are going to redirect me?
What problems is the product solving and how is that benefiting you?
Knowledge base acesss.
Recommendations to others considering the product:
It could be more user friendly in terms of setting up triggers and autoresponses.
Great help desk platform for our organization!
What do you like best about the product?
Zendesk has great built-in tools and functionalities that allow mid-sized companies to offer an impressive support platform. I love the automation, macros and triggers to remove repetitive work. I love using the Explore functionality to create dashboards over real-time data.
What do you dislike about the product?
Not being able to delete responses is a little of a nuisance. Let's admit it, we've all responded to the wrong ticket at one point!
What problems is the product solving and how is that benefiting you?
-Customer service support
-Providing detailed KPIs
-Categorization of tickets
-Self-service
-Forum
-Providing detailed KPIs
-Categorization of tickets
-Self-service
-Forum
Recommendations to others considering the product:
Truly a leading customer service platform for all-size businesses.
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