Zendesk Suite
ZendeskExternal reviews
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I'm proud to say that our company uses Zendesk as our support tool! Really powerful platform!
What do you like best about the product?
I like the that you can integrate with a large number of apps. This is fastening our processes and we don't have to leave the platform to be able to create an issue on Jira for our tech team, for example. :)
What do you dislike about the product?
Sometimes we need to refresh the page to see an update from a client on a ticket, but nothing major. It would be nice if there is like a pop-up message from the widget. The option for automatic chat opening is not very handy.
What problems is the product solving and how is that benefiting you?
We have multiple brands, and now we can have all conversations in one place. Each brand has its own Help Centar, support email address, etc. We can keep track from the platform of all technical issues we reported to our tech team. This was a game-changer for us when we switched to Zendesk.
Recommendations to others considering the product:
When set up properly, Zendesk is the best software for supporting your clients :)
ZenDesk is the perfect HelpDesk
What do you like best about the product?
The software is easily customizable to my needs.
What do you dislike about the product?
Some of my use cases do not have solutions, but the team will develop them in time.
What problems is the product solving and how is that benefiting you?
Getting my customers support fast. The HelpCenter allows my customers self-service help before they enter my ticketing queue. If they need to submit a ticket, Zendesk keeps everything organized so we can deliver exceptional customer service.
Quick replies
What do you like best about the product?
The agent was fast to answer me and the problem was solved
What do you dislike about the product?
Nothing in particular, i received an email as expected
What problems is the product solving and how is that benefiting you?
Trying to have smart tickets and conversation for IT support
Customer success
What do you like best about the product?
Zendesk Support, Zendesk Guide, Explore, chat, Sunshine Conversations
What do you dislike about the product?
Pricing, Child ticket via side conversation and there other limitations as well.
What problems is the product solving and how is that benefiting you?
Zendesk to Salesforce, Chatbot, Slack Alerts, What's app Integration, social media integration is more beneficial for us
Recommendations to others considering the product:
While creating child tickets via side conversation, all the parent ticket fields are to be populated
Solved tickets with email app
What do you like best about the product?
Efficiency. At first, the system told me someone would get back to me within 1-2 days, only to see Jongun get back to me within 2 minutes!!
What do you dislike about the product?
All went well. Jongun was extremely helpful.
What problems is the product solving and how is that benefiting you?
Zendesk Optimizationto serve my customers well.
Now I know I can get quick help instead of when we used to use emails.
Now I know I can get quick help instead of when we used to use emails.
Recommendations to others considering the product:
It is fun using Zendesk if you can do your research based on what you want from the Zendesk community and Help.
This is an amazing platform but...
What do you like best about the product?
The intuitive visual interface, well-developped business functionalities, various reporting options, and tagging. Briefly, good fit for almost every business.
What do you dislike about the product?
If you are lucky to catch Live Support, everything is great. Otherwise, only answers after more than 24 hours and articles instead real help, not positive at all.
What problems is the product solving and how is that benefiting you?
Well-organized archive, GDPR compliant, easy users and organizations management, simplified admin center(still can't be fully explored without Live Support).
Fast response
What do you like best about the product?
I like the quick responses from your agents
What do you dislike about the product?
As I am new to the product I have not had any major issues or dislikes. The problem I had was user based.
What problems is the product solving and how is that benefiting you?
We use the product to receive customer inquiries. The biggest benefit has been the immediate help provided.
Powerful support platform
What do you like best about the product?
The system has lots of powerful tools and great add-ins available. Wonderful use of omnichannel connections and depending on the suite level lots of customer reporting options
What do you dislike about the product?
The software can be complicated, initial setup and support provided much less direct support than we thought we would get. For an omnichannel support software, it seems odd they they really only offer chat support, no live phone support
What problems is the product solving and how is that benefiting you?
We have visibility to all channel tickets in one spot, able to quickly scale up and down as needed. We also have lots of built in reports to help us improve along with the many custom reports and queries we have built.
Everything In One Place
What do you like best about the product?
Zendesk Support Suite provides everything you could need for customer support, including ticket management, multiple support avenues (email, chat, messaging, phone), app integrations, admin tools, and metrics and reporting.
What do you dislike about the product?
This is not a true "dislike". There are SO many options for customization that it takes a while to learn everything that the application can do. Also, while all of my Zendesk support interactions have been positive and helpful, it takes days to resolve a single question.
What problems is the product solving and how is that benefiting you?
Zendesk is absolutely meeting all of our needs for managing customer support requests in our company. We have integrations with Salesforce and Jira, which bring a lot of value and visibility. The metrics and reporting help us to continue to improve our process and better meet the needs of our customers as well as our company.
Supportive and well educated
What do you like best about the product?
The level of support offered is great. When an answer is not readily available, there are many articles in the help section to discover and I can contact our rep to chase up unanswered questions with developers in a timely manner.
What do you dislike about the product?
nothing so far, getting used to the multiple different tools and services offered. Zendesk Explore is a highlight and great tool to visualise metrics and provide accurate reports.
What problems is the product solving and how is that benefiting you?
Customer service in one centralised environment. we currently use 3 different tools for chat, email and phone. With Zendesk all agents get one shared environment to work collaboratively on and gives us a great overview of customer care traffic.
Recommendations to others considering the product:
Try it out! It's easily tweakable to meet your organisations needs and the reporting is thorough.
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