Zendesk Suite
ZendeskExternal reviews
6,492 reviews
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Great helpdesk software
What do you like best about the product?
Our company relies on top notch customer service, and zendesk helps us get there. It is extremely simple to use out of the gate, and it also offers integrations and automations if you want create more complex workflows. Works great together with slack.
What do you dislike about the product?
The recent forced upgrade on the mobile app. The old app stopped working to force the upgrade and the new app had pretty bad reviews. Should have handled that process better.
What problems is the product solving and how is that benefiting you?
Track and assign customer support issues. We also love the reports that give us feedback on how we are doing
Awesom
What do you like best about the product?
The simplicity and the level of help desk support
What do you dislike about the product?
Insights doesn't offer a lot of reporting metrics but there is the ability to create custom reporting with GoodData.
Really wish there were additional features around Satisfaction surveys and the ability to get more granular with the data and predictions
Really wish there were additional features around Satisfaction surveys and the ability to get more granular with the data and predictions
What problems is the product solving and how is that benefiting you?
Our support department is built around Zendesk, it allows us to manage all customer communication in a timely and efficient manner.
Recommendations to others considering the product:
Utilize the customer support center -- it will help a lot
Intuitive, flexible, tool to help manage support communications
What do you like best about the product?
Macros, tagging, and tie in with our knowledge base / help center
What do you dislike about the product?
Getting better recently, but past few months have had significant server downtime
What problems is the product solving and how is that benefiting you?
Managing increasing volume of customer support questions and issues in a way that allows us robust tracking to identify trends and patterns
Love Zendesn
What do you like best about the product?
It allows multiple customer service agents to be helping customers without overlapping or missing responses.
What do you dislike about the product?
The email customers get can be confusing. Telling them to reply above the line.
What problems is the product solving and how is that benefiting you?
Making sure all customer inquiries are addressed in a timely manner and kept organized for future review.
Zendesk is so intuitive to get up and running for any SMB like Cazoomi
What do you like best about the product?
Zendesk let us connect with businesses on the channels they prefer. And it’s all managed in one place—so our team can track conversations and pick up where they left off. The result is a better customer experience, right from the start for our small team of 15.
What do you dislike about the product?
The mobile app for Zendesk needs to be able to sort on search as our team work anywhere so not always with their laptop to use the desktop sort feature.
What problems is the product solving and how is that benefiting you?
We solve our subscribers need for Apps integration so Zendesk provides this out of the box with 100s of marketplace apps for business needs.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Recommendations to others considering the product:
Do a POC with your support staff to see how quickly they adapt to the software as that is the key sign for widespread adoption of Zendesk and if it is right for your organization.
Key to Organization
What do you like best about the product?
I love that Zendesk gives you the opportunity to keep organized through different statuses, merging capabilities and linking tickets.
What do you dislike about the product?
I don't dislike the program, but my least favorite part is the glitches with the connection to other programs.
What problems is the product solving and how is that benefiting you?
Organization
One of the best solutions for customer support!
What do you like best about the product?
The noting system. You can easily note each support ticket for easy communication between agents.
What do you dislike about the product?
The agents cannot add attachments to the individual ticket. This would be useful for instructing companies.
What problems is the product solving and how is that benefiting you?
I work in video games, and having a very large player base Zendesk is important for gathering all support queries in one place.
Recommendations to others considering the product:
We use this along side HelpShift.
Zendesk ftw
What do you like best about the product?
We love the ease of use. Simple UI and search functionality.
What do you dislike about the product?
The mobile app that was just rolled out could use massive improvements.
What problems is the product solving and how is that benefiting you?
This is our end user facing ticketing system.
Zendesk revolutionized our customer experience departments efficiency and service
What do you like best about the product?
Help desk feature- it allows guests to find answers autonomously and for our team to update FAQs at anytime.
What do you dislike about the product?
I wish Instagram comments could be seen in Zendesk.
What problems is the product solving and how is that benefiting you?
We are able to staff less people as Zendesk allows us to be very efficient. We're also solving for inconsistencies in answers and volume with the help desk and macros.
Recommendations to others considering the product:
Be sure to spend time with a account manager- there are so many features out there that you might not even have know about
Highly Recommend
What do you like best about the product?
It's easy to use, easy to respond via email, is reliable (as much as SaaS can be) and is a great database of past questions, issues, etc.
What do you dislike about the product?
When you search using keyword, it doesn't automatically sort by most recent. It's a small annoyance, but it's consistent.
What problems is the product solving and how is that benefiting you?
I work with customers regularly both via email and via Zendesk. Zendesk allows me and my more technical partners to solve an issue with a customer together more easily and more organized than email does.
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