Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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A Great Flexible Product!
What do you like best about the product?
It's incredibly intuitive and there's lots of flexibility in different implementations for our Operations teams.
What do you dislike about the product?
Nothing I can think of! The account management team is responsive!
What problems is the product solving and how is that benefiting you?
We have day to day operational items that need attention from our clients, and lots of queries. We use the system for both and it keeps things streamlined and organized.
We are happy with Zendesk Customer Support
What do you like best about the product?
We are happy with Zendesk Customer Support.
What do you dislike about the product?
The handling of German Umlaut letters could be better.
What problems is the product solving and how is that benefiting you?
Our customers contact us via Zendesk Support and we chat with them.
The Ticket Management is helpful.
The Ticket Management is helpful.
Omnichannel is life
What do you like best about the product?
Using just one platform to manage all CX services, while it is fully customizable and personalizable with the possibility of integrating apps, is very useful and versatile.
What do you dislike about the product?
The reports section, satisfaction does not support NPS and is subject to having a lot of duplication of final users.
What problems is the product solving and how is that benefiting you?
It gathers all communication channels into an easy and standardized interface, facilitating service interactions.
Zendesk On Work Experience
What do you like best about the product?
Is easy to use and a very useful tool.
Easy way to implement in our customer service support.
There are many features that make Zendesk a great tool, one of them is the macros that are easy to use.
Easy way to implement in our customer service support.
There are many features that make Zendesk a great tool, one of them is the macros that are easy to use.
What do you dislike about the product?
Sometimes, there a few issues regarding the internal notes
What problems is the product solving and how is that benefiting you?
It helps us maintain contact with the client so that we can assist them in an optimal way.
Our sales and customer relationships have been strengthened by Zendesk
What do you like best about the product?
The user experience is really simple; it consolidates all communications with customers in one place, whether through email, live chat or phone conversations. The ability to automate workflow tasks such as ticket assignment, response sending and interaction tracking is quite remarkable. As a result, we have been able to devote more time and energy to the conclusion of agreements. We can bring all customer interactions together in one place, they are saved and structured, so no one on the team has to go through multiple systems to find a customer’s history, whether it be via email, chat or a web form.
What do you dislike about the product?
It took a long time to set things up from the beginning, but the system is powerful and needs some changes before it can be turned on and used to its full potential. It took more time than anticipated to tailor the workflows and reporting matching our company model.
What problems is the product solving and how is that benefiting you?
The way we handle sales and customers has improved a lot. Zendesk allowed us to create a Kanban board, which we used to delegate work, set due dates and monitor development. There was a huge change when all the information could be seen in one place. When a customer contacts us, we immediately create a ticket and record the entire chat so that anyone on our team can access it. We can quickly and easily assess the full case history to ensure that new responses are accurate and consistent with previous exchanges. We were also able to make real-time adjustments to our plan thanks to the custom reports I built to track sales team performance.
Strong Features, Weak Customer Service / Success management
What do you like best about the product?
They stand out for its easy integrations, automatios and robust data analytics, making it a flexible tool for customer support teams. Its customuzation options , security and GDPR compliance are also strong points.
What do you dislike about the product?
Their customer support and account success management are subpar, which can be frustrating when issues arise.
What problems is the product solving and how is that benefiting you?
Helps streamline customer support operations by centralizing tickets, automating workflows, and providing valuable data insights. It's integrations and automation features reduce manual work, improving efficienct and response times.
User friendly Ticketing system
What do you like best about the product?
Is is user friendly with AI for integrating multi-channel support.
It take like 45 hours to implement. It has great customer support and users happy to use it 100% of the time. It has a lot of interesting features to use.
It take like 45 hours to implement. It has great customer support and users happy to use it 100% of the time. It has a lot of interesting features to use.
What do you dislike about the product?
That some applicationa are not on market place you then need to develop by yourself for integrations.
What problems is the product solving and how is that benefiting you?
It solving ticket assigning to agents and benefiting me to work on one platform to resolve tickets faster with automations.
Zendesk is a great software to manage contact form requests
What do you like best about the product?
I use Zendesk to manage our contact us form. It functions as a ticketing system, allowing us to categorize incoming emails by topic and assign them to the appropriate team members. This streamlines the process and makes handling inquiries much more efficient.
What do you dislike about the product?
Sometimes, we receive tickets marked as suspended, even though some of them shouldn't be.
What problems is the product solving and how is that benefiting you?
It helps us manage a high volume of tickets and distribute them among the team.
Zendesk admin experience
What do you like best about the product?
It can allow you to customise your support system with a lot of automations, which results in a smart support system.
What do you dislike about the product?
I think that is not very user friendly, there can be more instructions within the platform, rather than going to the help center all the time hoping to find an answer.
What problems is the product solving and how is that benefiting you?
It provide us an all in one latform to design and manage our customer support system, this simplifies our customer support solutions.
Great for running a helpdesk
What do you like best about the product?
- Integration with other platforms (e.g. JIRA)
- Quick backend interface
- Great search
- User roles/levels
- Customizable fields
- Quick backend interface
- Great search
- User roles/levels
- Customizable fields
What do you dislike about the product?
- Setting up triggers can be clunky
- UI can sometimes get messy
- UI can sometimes get messy
What problems is the product solving and how is that benefiting you?
Providing a seamless helpdesk platform for our large customer base. This saves us time and helps our clients.
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