Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Excellent and fast support
What do you like best about the product?
I find that it is really easy to get my query started and then followed up on. I appreciate that every time I have a query, the agents take the time to explain everything thoroughly (issue and solution) and leave the door open should I need further assistance.
What do you dislike about the product?
I do find that the organization of the Support suite can be a bit confusing at times.
What problems is the product solving and how is that benefiting you?
Anything to do with my team being able to log in or use Zendesk properly. I've reached out mainly for product technical support or troubleshooting. I've benefitted from this service by getting clear answers or a promise to have these issues looked into further.
Amazing product!
What do you like best about the product?
It is very user friendly and quite intuitive for a lot of the functions provided. A lot of widgets are also offered and compatible with many other SaaS services.
What do you dislike about the product?
Some things are not as intuitive as one may like. There are also a lot of different permissions that can be set which can make access a bit difficult if not done correctly.
What problems is the product solving and how is that benefiting you?
Communication is key at the company. It offers the ability to communicate via many different channels with our customers and offer more self serve options via help center.
Their support was fast and helpful
What do you like best about the product?
They were fast in solving my issue and helped me in everything I needed.
What do you dislike about the product?
Had to wait for 10 minutes but it's okay. They solved my issue quickly after the wait.
What problems is the product solving and how is that benefiting you?
They provide offline chat messaging for us. Nothing gets lost!
Recommendations to others considering the product:
They are willing to collaborate with you when you have an issue. They are fast and reliable.
best in class
What do you like best about the product?
how modern the user interface looks like. how helpful our account manager is. i can really feel that our account manager wants us to be successful in using zendesk.
What do you dislike about the product?
first time using zendesk, i had a bit of a learning curve. this is me with zero knowledge of zendesk. after a few calls and emails with our account manager, we learned a great deal how to use zendesk.
What problems is the product solving and how is that benefiting you?
siloed ticketing tools. every group has their own ticketing system. with zendesk, we can all go to one tool and see all tickets. there are also macros and automations that are really helpful.
At the end of the day, all issues are addressed and updated quickly.
What do you like best about the product?
No matter the time someone always answers the help desk, it sometimes takes a few minutes
What do you dislike about the product?
Sometimes when you get transferred from one agent to another the original issue gets somehow lost, and it takes a bit longer to solve you need to remind them of the issue
What problems is the product solving and how is that benefiting you?
Getting everything to work as we expect and setting up both sell and support for our work prosses so that information flows and we can assist our customers promptly.
Recommendations to others considering the product:
When you start to set up, first see all the videos on the support page, and have an idea of what you need and what you are expecting to solve with zendesk.
Not intuitive and limiting in what you can do
What do you like best about the product?
Can integrate with lots of different apps
What do you dislike about the product?
Automatically suspends a lot of tickets, can't view a lot of data, limiting triggers, not intuitive, support is slow to respond
What problems is the product solving and how is that benefiting you?
Can integrate with phone calls, can view recent interactions with end user
A fast, efficient, and intuitive support system
What do you like best about the product?
The UI for customization is intuitive and straightforward, but allows a great deal of customization. Accessing tickets is quick and they are presented in an easily readable, uncluttered manner.
What do you dislike about the product?
The system does lack a way to split a specific message on a ticket off into a new ticket, as seen in some systems like Zoho. Automatically sending the currently input message when a ticket's status is changed can lead to some accidental responses being sent if one is not cautious.
What problems is the product solving and how is that benefiting you?
My company currently utilizes this for software support. It was generally an improvement over Zoho (which was acceptable enough, but less streamlined). Response times have benefited greatly.
We just get used to Zendesk!
What do you like best about the product?
The ticketing system, you can identify each request, work on it, merge if necessary and solve it at the end.
What do you dislike about the product?
The small bugs in the system, which slow you down and not have the whole communication with a client in one place.
What problems is the product solving and how is that benefiting you?
We support all kind of issues our clients might have with our products - login, blocked cards/accounts, inbound/outbound transfers, etc.
Great Support
What do you like best about the product?
Agent was able to help me resolve my issue in a quick and polite manner
What do you dislike about the product?
Wish I didn't have to wait as long for the agent to join, but I know that's out of their control
What problems is the product solving and how is that benefiting you?
Being able to get help from an expert on a system that I'm learning the functionality of
Feature-rich and functional support software
What do you like best about the product?
Zendesk provides a wide range of features for managing large quantities of inbound customer support enquiries and distributing the workload throughout a large team of support agents.
What do you dislike about the product?
Some of the features can be quite rigid and inflexible, meaning it's not always possible to create the kinds of views or automations that might be useful for specific/niche use cases.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to bring customer queries into a single platform from multiple channels, in our case this means phone calls and email support tickets. This means we don't have to worry about missing information about customer issues because it's not visible in the platform they contacted us from most recently.
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