Zendesk Suite
ZendeskExternal reviews
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Comprehensive Helpdesk Platform With Outdated UI
What do you like best about the product?
Straight forward and effective helpdesk platform with lots of options to customize to your business. Reports are generally quick and easy to build. Zendesk has a robust set of tools compared to competitors.
What do you dislike about the product?
The UI feels very dated compared to competitors. Options from other solutions give greater flexibility to agents from within their main screen. Hopping between screens to see full history for a single customer is disjointed and frustrating. More customization options are needed for the price.
What problems is the product solving and how is that benefiting you?
Zendesk is a comprehensive helpdesk solution that allows us to provide consistent, reliable support to our customers. Reporting allows us to look at data in countless ways to ensure agent performance exceeds expectations.
Flexible and Powerful
What do you like best about the product?
Easy and great Explore metrics tool for data analysis.
What do you dislike about the product?
Sometimes the support response time, the chat support is not enough
What problems is the product solving and how is that benefiting you?
Problems related to basic functionality
Recommendations to others considering the product:
ITIL compliance module
Zendesk Support Review
What do you like best about the product?
It's easy to get in touch with a representative and the bot chat is surprisingly helpful. The ability of a rep to remote access your account is also extremely helpful.
What do you dislike about the product?
I think more articles and tutorials for basic questions would be helpful. If they do exist, they were harder to find, even with the bot's help. Also, the names of some of the features are confusing and not intuitive so you wouldn't think to look there, i.e. "triggers" can be "notifications".
What problems is the product solving and how is that benefiting you?
We recently had trouble forwarding Zendesk emails to our company's email address and had questions about limiting the number of emails received per ticket. Both were resolved very quickly.
Recommendations to others considering the product:
I recommend watching the tutorial videos as they were extremely helpful in the setup for both myself as an admin, and our agents.
Fast and helpful support
What do you like best about the product?
The agent was quick at resolving my issue and provided some extra insights
What do you dislike about the product?
It took a bit long for an agent to be available via the chat.
What problems is the product solving and how is that benefiting you?
Issues related to automation and triggers. Zendesk support helped me optimize efficiency.
Best tool to setup Internal Support Process effectively.
What do you like best about the product?
I like the Zendesk Explorer part most as you can make a Dashboard per your requirement for a different team in your organization to share the user-associated data through their queries. Moreover, I like the way I can schedule the report to send it to our stakeholders.
What do you dislike about the product?
The Explorer doesn't get real-time data. You can get it an hour back data. It would be great if it's real-time.
What problems is the product solving and how is that benefiting you?
As an admin of Zendesk, I daily measure the productivity of Agents, drives the trend of the issue, and find the scope of improvements in the current established processes.
Recommendations to others considering the product:
It's a really useful tool. I have used Help Scout, FreshDesk. Zendesk is at the top list of the tools I find most useful.
Emails delivered were rejected, relaying not allowed
What do you like best about the product?
Knowledgeable staff and could identify my problem right away
What do you dislike about the product?
Long time to get live tech from z bot...
What problems is the product solving and how is that benefiting you?
Emails not coming through
Great service
What do you like best about the product?
I like that getting support is simple and easy. Either through the bot or a live rep.
What do you dislike about the product?
I haven't run into issues that I disliked. Everything works just fine.
What problems is the product solving and how is that benefiting you?
Helping our customers use our app to save money and reach their financial goals. Allowing customers to have live chat, phone support, and email is great!
Intuitive and Easy to Use
What do you like best about the product?
Zendesk is very simple to use and has a very complete configuration and parameter potential. it is possible to separate several sub-accounts into a single account, facilitating communication between agents.
What do you dislike about the product?
Some instabilities that occur on the platform, making it impossible to perform the necessary calls. Lack of user for each person who uses the system. Difficult integration with other systems.
What problems is the product solving and how is that benefiting you?
Integration with the Whatsapp system, so that communication with the customer happens easily and quickly. Synchronization and integration between systems is quite difficult.
Recommendations to others considering the product:
Great system, you will be able to do everything you want in a simple and easy way with a great experience.
Excellent communication on next steps and personable connection
What do you like best about the product?
Just how efficient the connection and how the team was able to find a solution very quickly for me.
What do you dislike about the product?
Nothing. I Love Zendesk and the support it brings to our team and organization
What problems is the product solving and how is that benefiting you?
I am the main IT Help Desk Assistant and handle all Zendesk open tickets. The system is very useful for support within our and I love using macro for quick responses to consistent tickets.
Recommendations to others considering the product:
A useful tool to help organize all technical issues and address them at a timely rate.
Great all around product for customer support
What do you like best about the product?
Collaborative opportunities, visibility on cases, easy to understand, intuitive interface for agents and customers
What do you dislike about the product?
Doesn't necessarily fully integrate with other applications/products used within company - can limit visibility. Some issues can be hard to understand/resolve
What problems is the product solving and how is that benefiting you?
We provide technical support for our fleet of products, so this allows us to communicate with our customers, keep records of it and access the full history
Recommendations to others considering the product:
Check out the marketplace for integrations with other products you might use. Take advantage of the online learning modules and help communities
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