Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Simple to keep track of requests
What do you like best about the product?
Being able to respond in email rather than having to log into a vendor portal.
What do you dislike about the product?
Nothing much, we are not users of the "support" suite but deal with vendors who use it. We use the Contact Center/CRM Zendesk.
What problems is the product solving and how is that benefiting you?
As a business we only use Zendesk, however we are happy with the Zendesk CRM. We previously used Dynamics CRM and it was complicated, clunky and slow.
The best chat support
What do you like best about the product?
Zendesk is easy to set up and offers a best-in-class service for real-time chat support.
What do you dislike about the product?
The myriad of options and configurations can be overly complex at times.
What problems is the product solving and how is that benefiting you?
Connecting our end users with customer support. Features like integration with Salesforce increase productivity.
Very helpful in solving my issue in a timely manner
What do you like best about the product?
I liked that the wait time was less than I was told. They were also helpful in showing me what was wrong when I did not understand the issue.
What do you dislike about the product?
I wish the agent could have called me to alleviate some back and forth in the conversation.
What problems is the product solving and how is that benefiting you?
I was solving issues with communicating with customers on certain types of tickets.
Recommendations to others considering the product:
They are helpful but sometimes i just want to talk to an agent over the phone without jumping through hoops.
ZenDesk is great for small to medium companies
What do you like best about the product?
ZenDesk is very customizable.
I love being avble to build custom views.
Would be perfect in a sales enviroment.
I love being avble to build custom views.
Would be perfect in a sales enviroment.
What do you dislike about the product?
Reports could be better.
Filters for rerporting are limited.
inability to actually extract a full year of data into a single csv.
Filters for rerporting are limited.
inability to actually extract a full year of data into a single csv.
What problems is the product solving and how is that benefiting you?
We have limited our apps to only the Support module so far.
Chat and Guide look very promising.
Guide could help us stream line our knowlebge base and provide addition Self-Help oppertunities.
Chat and Guide look very promising.
Guide could help us stream line our knowlebge base and provide addition Self-Help oppertunities.
Really helpful service, super efficient
What do you like best about the product?
Speed of service was excellent, Esther Garnica was the agent.
What do you dislike about the product?
On this occasion, I did not experience any issues and have nothing but positive words say.
What problems is the product solving and how is that benefiting you?
I was looking to add new language variants to be used on ZD guide.
Quick, efficient, and friendly
What do you like best about the product?
I really enjoyed the knowledge and expertise, but also the friendly tone of the agent. The issue was solved quickly, with lots of options to try to resolve my problem.
What do you dislike about the product?
It's not exactly clear how to begin to get support. I had to use a guide to find the get-help function, once you know where it is this is obvious.
I'd prefer the option for a voice call to communicate orally.
I'd prefer the option for a voice call to communicate orally.
What problems is the product solving and how is that benefiting you?
I have solved a technical issue and realised how quick and effective this was. I received a 15 minute wait time notification from the bot, but it only took around 2.
Swift, professional service
What do you like best about the product?
I am delighted that the service is now incredibly prompt, it's also very straightforward to find an answer to my question
What do you dislike about the product?
Get referred to other departments if I have multiple questions and have to make a new chat
What problems is the product solving and how is that benefiting you?
Questions about the chat widget and functionality, which will help us to expand our business globally.
Recommendations to others considering the product:
I would definitely recommend this service
bad service from servicedesk, good service from sales, unilateral changes that brings issues with
What do you like best about the product?
Flexibility, easyness for triggers, fact that we can do everything without asking
What do you dislike about the product?
Explore is shit, Servicedesk,... limitness, changes that are unilateral
What problems is the product solving and how is that benefiting you?
New design, more click & slower, crap change, but to have the new features it is mandatory to activate.
Servicedesk, always shitty answers and no help
Servicedesk, always shitty answers and no help
Customizable and Forces All Parties to Adhere to a Workflow
What do you like best about the product?
Zendesk integrates with many other apps and implements an easy-to-follow simple workflow. JIRA integration is important for us. I have not tried many competitors, but it was a huge step up from our previous systems.
What do you dislike about the product?
The reporting module is difficult to navigate, though we don't use it often. There is no way for an agent to hide unused features, so the ticket views that are created by administrators can clutter the view.
What problems is the product solving and how is that benefiting you?
The workflow for our Support team needed to be simplified much more, and it has accomplished the task. Tickets are resolved more quickly, redundant work has been reduced, and our ability to assist customers has improved greatly.
Customer service, at its best
What do you like best about the product?
the Speed of the response and understanding of the issue
What do you dislike about the product?
there isn't a screen share or telephone support, sometimes its hard to type and explain the issue
What problems is the product solving and how is that benefiting you?
triggers, automation and macros, issues with logging in
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