Zendesk Suite
ZendeskExternal reviews
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Awesome suite
What do you like best about the product?
An all-in-one platform for lead generation and customer care.
All of your communication options are available in one place: chat, phone, email, and social media.
Allow for a great deal of personalization.
Friendly to the user
All of your communication options are available in one place: chat, phone, email, and social media.
Allow for a great deal of personalization.
Friendly to the user
What do you dislike about the product?
For ecommerce and small organisations, this is not the best ticket management solution.
They need a certain amount of effort and time.
Only higher price tiers have the best features.
They need a certain amount of effort and time.
Only higher price tiers have the best features.
What problems is the product solving and how is that benefiting you?
Reduce the number of steps in the customer support procedure.
All of your support tickets may be found in one spot.
Automated processes save time-consuming chores and provide multi-channel assistance.
Improved efficiency
All of your support tickets may be found in one spot.
Automated processes save time-consuming chores and provide multi-channel assistance.
Improved efficiency
Recommendations to others considering the product:
Awesome customer support!!
Zendesk - one of the better offerings out there.
What do you like best about the product?
Zendesk Support provides enough flexibility, while remaining user-friendly and not too admin-heavy.
What do you dislike about the product?
Some of the features are released a little on the early side, and come off as a bit half-baked. A common issue throughout the software industry, so certainly not specific to Zendesk alone, but frustrating nonetheless.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support for all customer-facing ticketing, Zendesk guide as the main landing page of our support portal, and Zendesk Explore for all ticket-driven metrics. We're using multiple integrations/connectors in Zendesk to connect with other tools we might be using (e.g. Jira). This provides the team with a single tool to communicate on multiple channels and tools, and provides the customer with a clear overview of ticket status.
Zendesk Support Suite Review
What do you like best about the product?
Zendesk Support Suite is a powerful and easy to use. It is great for multitasking. It is a popular software so if you ever get stuck somewhere you can google your problem and find the solution.
What do you dislike about the product?
The tool is expensive and the pricing model should also be changed from per user to per month with a limit of several users.
What problems is the product solving and how is that benefiting you?
We use it for providing customer support services.
Zendesk Support
What do you like best about the product?
Agents are friendly and responsive service
What do you dislike about the product?
The product can feel non-intuitive at times
What problems is the product solving and how is that benefiting you?
Organizing our support system across brands. Ease of having all aspects connected.
Great experience
What do you like best about the product?
The support was pretty fast, the agent that helped me not only gave me a solution, but also showed me some tips to improve the experience of zendesk toll. Chrinstine Felicia was her name
What do you dislike about the product?
After that day (having a great experience) i was presenting the same issue but i didn´t have response (still waiting)
What problems is the product solving and how is that benefiting you?
Views configuration
Admin new triggers
Reports are easy to understand and export
Admin new triggers
Reports are easy to understand and export
Recommendations to others considering the product:
Zendesk has great professionals and people that help you, but it´s pretty funny to learn with their articles, coments and updates by reading them
Zendesk is for all teams
What do you like best about the product?
I love that it allows you to integrate very well and efficiently the cross-departmental resources. It's easy to tag someone or be tagged and it does allow for a wide visibility on what has happened with a specific ticket, and this is available to everyone that has access to it.
What do you dislike about the product?
As the end-user that is receiving a ticket update, it's hard to see the whole thread because when it's a long thread, it's hard to refer to previous updates on the ticket. I wish the updates to tickets could provide users with the option to see the whole thread (this is only possible if you share the whole ticket link).
What problems is the product solving and how is that benefiting you?
- Support ticketing
- Integration with the KB articles
- Involve different teammates and departments
- Integration with the KB articles
- Involve different teammates and departments
Awesome and User Friendly Tool for Customer Management Service
What do you like best about the product?
The best product in the market and recommend to everyone. Zendesk Support is great whenever you required support Zendesk support will be there. Great products by Zendesk.
What do you dislike about the product?
All good but somewhat cost is little higher end, would recommend lowering the prices.
Time taken to reply by Zendesk support can be reduced significantly.
Time taken to reply by Zendesk support can be reduced significantly.
What problems is the product solving and how is that benefiting you?
- Customer Service and Customer Feedback
- Customer complaint management
- It helps me to track all requests and show how the team is doing and help track the performance.
- Customer complaint management
- It helps me to track all requests and show how the team is doing and help track the performance.
Recommendations to others considering the product:
Just go for it! Play around with the features :)
Great Potential for Growing Companies
What do you like best about the product?
Zendesk Support has so many features and automation to improve efficiency. Super intuitive software as a whole, my agents picked up the basics right away. Overall great product
What do you dislike about the product?
Integration was a little rough. They rely heavily on articles but would have preferred a little human assistance. Integration with third-party apps like Shopify and Yotpo can always be improved and bring in additional information
What problems is the product solving and how is that benefiting you?
Providing my customer with consistent reliable support. Looking forward to enabling the AI bot and FAQ page to allow customers the information they are looking for without submitting a ticket.
Just started using it from intercom
What do you like best about the product?
The API is great and the documentation is so solid
What do you dislike about the product?
In the conversations it's hard to distinguish between messages we send and they sent
What problems is the product solving and how is that benefiting you?
We're trying to move support and our helpdesk with Zendesk.
New Customer
What do you like best about the product?
The Zendesk team was very helpful in helping to get the account setup. We utilized professional services and things went as expected. We are also using Freshservice and I like some features of Zendesk better.
What do you dislike about the product?
Getting used to the way that the submit button is used to update the properties of a ticket was confusing at first coming from another ticketing platform. Once I figured that out, it was ok.
What problems is the product solving and how is that benefiting you?
We went live today with Zendesk for our Inventory Management team. They were handling internal service request through a shared mailbox and this will allow them to have accountability.
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