Zendesk Suite
ZendeskExternal reviews
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Exceptional
What do you like best about the product?
Being able to manage collectively in one place.
What do you dislike about the product?
I can’t think of a negative, we love it!
What problems is the product solving and how is that benefiting you?
Being able to manage customer service in one place with oversight
Zendesk has made a huge impact on our Support team. We doubled our efficiency immediately!
What do you like best about the product?
The biggest impact with Zendesk Support Suite is the ability to have multiple support engineers collaborate on each other's tickets in real time in a live chat format. This has been a huge gain for knowledge share and collaboration!
What do you dislike about the product?
The initial hurdle we had to overcome was the lack of round-robin support out of the box. Even when attempting to use the Skill system for routing, it was a bit of a challenge adapting our process initially, but out team adapted quickly and it worked well for us.
What problems is the product solving and how is that benefiting you?
Zendesk is helping our Support team with scaling and supporting our clients efficiently and effectively. We are tackling more tickets than ever before (about double or triple from our previous system) and not even breaking a sweat!
Zendesk Conference
What do you like best about the product?
I love the a la cart style of setting an account up
What do you dislike about the product?
How sometimes making rules isn’t very user friendly
What problems is the product solving and how is that benefiting you?
We will be using it for AI capabilities, so that will address a lot of our problems
Very resourceful and easy platform
What do you like best about the product?
It's very easy and understandable. Also the openness of the suite makes it very resourceful.
What do you dislike about the product?
Doesn't have an accurate live data dashboard for explore
What problems is the product solving and how is that benefiting you?
Customer service calls handling. Agents management.
Intuitive, full service support platform
What do you like best about the product?
I love that it’s a Support platform, through and through. It’s not a Frankenstein system that has tried to branch off and do a million other things. Because of their focus on the market they serve, the product continues to be improved and advanced.
What do you dislike about the product?
I don’t have any downsides. The product has come SO far in the last several years!!
What problems is the product solving and how is that benefiting you?
It allows us to hear from customers and serve them in a multitude of different ways - chat, email, phone, web, etc.
All in one
What do you like best about the product?
What makes Zendesk the best option in my point of view is that it provides all of the support solutions that I need in a few clicks away. I can build complex flows with zero coding.
What do you dislike about the product?
Some legacy structures that seems to be left aside (like automations page)
What problems is the product solving and how is that benefiting you?
I can manage all my channels in one tool in a very seamlessly way
Best in class ticketing platform
What do you like best about the product?
Zendesk support suite is both powerful and adaptable for customer support operations. A robust and easy to use API as well as a wealth of marketplace app make it seemingly capable of any support experience you can imagine.
What do you dislike about the product?
The platform is composed of many apps which can make the learning curve higher.
What problems is the product solving and how is that benefiting you?
We use ZD SS for call dispositioning of voice calls.
Support Your Team To Success
What do you like best about the product?
What I like about the Zendesk Support Suite is how it brings all our customer interactions—email, chat, social media, phone, and web—into one place, making it easy to manage conversations. I really appreciate the automation tools and customizable ticket workflows that help my team stay organized and efficient. The AI features, like Answer Bot, are great for handling common questions and saving time. I also like how detailed the reporting is, giving me real-time insights into our performance. The knowledge base and self-service options help reduce tickets, and the wide range of integrations makes it easy to connect with the other tools we use. Plus, it scales well as our team grows, and the mobile app keeps us connected on the go. Overall, it helps us deliver better service and track customer satisfaction.
What do you dislike about the product?
Two things I dislike about the Zendesk Support Suite are the à la carte pricing and the level of support. The pricing structure makes it difficult to maintain and afford everything we need since many features are add-ons, and it would be much better if they offered a bundled package with single pricing. Secondly, their support can sometimes be a little slow to respond, but overall, these are minor criticisms compared to the value the platform provides.
What problems is the product solving and how is that benefiting you?
The problem Zendesk is solving for us is keeping all of our customer service interactions in one centralized location, which makes it much easier to manage conversations across multiple channels. It also provides the metrics and reporting we need to ensure we’re staying on point with our expectations and consistently taking care of our customers’ needs.
Amazing experience with zendesk support
What do you like best about the product?
It seamlessly integrates multiple communication channels like email, social media, phone calls, and live chats into one platform, enhancing customer service efficiency and engagement
What do you dislike about the product?
I don’t see any dislike for support suite
What problems is the product solving and how is that benefiting you?
Centralizes customer interactions from multiple channels (email, chat, voice, social media) into a single interface, ensuring no communication is missed
The most reliable platform on the market !
What do you like best about the product?
I use Zendesk to help clients through email. It is easy to manage customer inquiries in one place and very user-friendly. I can organize my tasks, making support more efficient and seamless for my clients. Very easy to assign tasks to the employees by creating channels.Using it on a daily basis really makes my life in the office sooo enjoyable !
What do you dislike about the product?
No complaints. I don´t dislike anything.
What problems is the product solving and how is that benefiting you?
Replying and solving customers' problems
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