Zendesk Suite
ZendeskExternal reviews
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Review of Zendesk Support Suite - From a multi product user of the Zendesk portfolio
What do you like best about the product?
The support provided has always been on point and fairly quick. They usually offer more than one solution when possible, and whenever the outcome is the desired one, they informed that the request will be passed on to the best element for future consideration. They have launched a new Zendesk Training platform that I'm looking forward to testing, but from what I've seen so far, it's very complete.
What do you dislike about the product?
Nothing to report really. Keep up the great work.
What problems is the product solving and how is that benefiting you?
Various operational and admin settings (management of triggers, API token integrations, etc).
I've raise some questions on design, where no solution was provided, but I was offered a workaround, which displays genuine care from the support team.
I've raise some questions on design, where no solution was provided, but I was offered a workaround, which displays genuine care from the support team.
Great support and helpcenter tool
What do you like best about the product?
The helpcenter helps our customers find the right answers even before getting in touch with our support team.
What do you dislike about the product?
The rich text editor could use the same shortcuts as in Gmail and Google Docs. Inserting a bullet list is quite cumbersome.
What problems is the product solving and how is that benefiting you?
- Reducing hotline load
- Be found through content marketing in our helpcenter
- Be found through content marketing in our helpcenter
Help with Zendesk Spam
What do you like best about the product?
We applied our problem about spam emails to Zendesk Support chat. The operator Celyne answered after 4 minutes. She requested additional information about our issue and said that the ticket will be pending until we provide full info. We sent the requested information and immediately got the solution to our problem.
What do you dislike about the product?
Everything was fine, there is nothing to dislike.
What problems is the product solving and how is that benefiting you?
We are a support centre for mobile games. Players apply to us with their issues or questions about the game. They can write to us via email, from the game or on Facebook and all their messages will appear in Zendesk. It is very helpful to have them all in one place!
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
The best all-in-one ticketing Support software available
What do you like best about the product?
I've used Zendesk for 5+ years as an agent, admin, and manager and have never had a significant complaint. The UI is easy to onboard new agents to, the workflows are easy to build and manage, and Zendesk truly is a one-stop-shop that can integrate with any support channel you need - email support, phone support, SMS, live chat, FAQ pages, and can integrate with social media or custom integrations. Also has a robust app store for any other functionality you might need. Zendesk's own help center and support team are great as well, never had any trouble getting support if I had a question or issue I was running into
What do you dislike about the product?
Not too many honestly. The software is easy to use as both an agent and an admin. some minor things that have annoyed me over the years - limits on the number of views, the auto-closing of tickets after a certain amount of time making them unable to be edited, and the archiving of old tickets making them difficult to find in a search come to mind. However, all of these issues I've found can be worked around easily with a bit of research and refactoring of workflows or help from the Zendesk Support team
What problems is the product solving and how is that benefiting you?
As an agent, Zendesk makes it very easy to keep track of tickets over multiple channels. Building a help center/FAQ page through Zendesk is also fairly simple and provides a good way to deflect new tickets. Comparing Zendesk to other tools I've used, I specifically love the fact that a single ticket can easily be handled over any channel and that the UI was quick to learn.
As an admin/manager, Zendesk makes it very easy to adapt to changes in our business quickly. If we want to add a new support channel, such as a web widget, it's very easy and simple to add to a website, for example. My current company builds phone apps, each of which may need separate support channels, and Zendesk is great at allowing us to create separate "environments" for each app, each with its own specific emails, phone numbers, web widgets, chat, etc. that are fully separate from any other app's channels.
Overall it makes scaling up our Support offering simple
As an admin/manager, Zendesk makes it very easy to adapt to changes in our business quickly. If we want to add a new support channel, such as a web widget, it's very easy and simple to add to a website, for example. My current company builds phone apps, each of which may need separate support channels, and Zendesk is great at allowing us to create separate "environments" for each app, each with its own specific emails, phone numbers, web widgets, chat, etc. that are fully separate from any other app's channels.
Overall it makes scaling up our Support offering simple
Emails Not Received
What do you like best about the product?
I liked how the help desk agent responded promptly, detected the issue and found a resolution.
What do you dislike about the product?
I have no issues with the Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
How to restore suspended emails.
Great product that helps us help our customers
What do you like best about the product?
I like the ease of use of Zendesk. The layout is easy to pick up.
What do you dislike about the product?
Some of the more advanced options take some time to understand how to implement.
What problems is the product solving and how is that benefiting you?
Customer issue tracking and follow ups, as well as tracking response and resolution times.
Flexible, fast and easy to use.
What do you like best about the product?
I like how easy it is to use, and the simple UI i much appreciated.
Being able to define standard responses is also very helpful and ensures fast responses.
Finally, I like the extensive API that we can use to maintain master data and also display statistics in other systems such as our CRM.
Being able to define standard responses is also very helpful and ensures fast responses.
Finally, I like the extensive API that we can use to maintain master data and also display statistics in other systems such as our CRM.
What do you dislike about the product?
It is quite expensive pr. agent license and the fact that you need to have admin access to use the incremental API is a security nuisance.
What problems is the product solving and how is that benefiting you?
Customer support and care.
Zendesk Rocks
What do you like best about the product?
Easy to use and navigate. Ease of the search feature to find tickets. Bringing on new agents is very simple and showing them how to use the software is a breeze.
When I switched jobs, I specifically searched for companies using Zendesk so I wouldn't have to switch! Also, the customer support for Zendesk is beyond amazing and they always go above and beyond to assist!
When I switched jobs, I specifically searched for companies using Zendesk so I wouldn't have to switch! Also, the customer support for Zendesk is beyond amazing and they always go above and beyond to assist!
What do you dislike about the product?
No way to pin important notes to the top of the ticket.
What problems is the product solving and how is that benefiting you?
We are a company that works with hearing impaired so written communication is key. We use Zendesk to track all questions and troubleshooting rather than emails. Much easier to find and track issues!
Recommendations to others considering the product:
Make the switch! You won't regret it!
Friendly site
What do you like best about the product?
Voicemails can be read automatically, whenever someone drops a voicemail you have the option to hear and read it.
What do you dislike about the product?
Have to merge tickets manually, sometimes looking into all tickets can be a waste of time.
What problems is the product solving and how is that benefiting you?
Customer Service - Client tickets
Recommendations to others considering the product:
NA
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