Zendesk Suite
ZendeskExternal reviews
6,783 reviews
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Zendesk Admin
What do you like best about the product?
I love that it makes communicating with my customers quick and easy!
What do you dislike about the product?
I strongly dislike the GUI for the reports section. Not intuitive at all.
What problems is the product solving and how is that benefiting you?
It’s solving having a central place to receive requests from all parts of my company.
Great for Customer Support Teams
What do you like best about the product?
It's Great for customer support teams, really intuitive
What do you dislike about the product?
Some basic features don't seem to exist but with the new AI enhancements will be fixed
What problems is the product solving and how is that benefiting you?
Easy to manage through multiple teams
Solid, Malleable Platform
What do you like best about the product?
The Zendesk platform is flexible and easy to develop on top of making it a great platform to evolve with as your needs or processes change. Their AI tools are useful.
What do you dislike about the product?
There isn't much, if any, support for using the Zendesk platform. The platform flexibility is great if you have lots of resources and time dedicated to developing solutions. However, if unsure of how to do something then don't expect much help from Zendesk, outside of paid services.
What problems is the product solving and how is that benefiting you?
I'm providing basic support to my customers via email, SMS, chat and a help center.
Flexible, Customizable Platform That Fits Our Team’s Goals
What do you like best about the product?
I like that the platform is flexible and you can customize it to fit your team's specific goals.
What do you dislike about the product?
Implementing customizations or new features isn't very intuitive.
What problems is the product solving and how is that benefiting you?
It provides a unified place to address customer issues across different channels.
Very User-Friendly and Straight to the Point
What do you like best about the product?
It's very user friendly and straight to the point!
What do you dislike about the product?
There is some limitation with email support. We don't use the chat or voice features so we'd like to see more for email specific cases.
What problems is the product solving and how is that benefiting you?
It helps us keep track of issues from our clients.
Fast and Easy to Build New Functionality
What do you like best about the product?
I like because is a tool where we can create new functionalities or process fast, easy.
What do you dislike about the product?
Zendesk’s cost strategy feels a bit expensive, and the approach to launching new functionality needs improvement. I’d like to see better communication around updates, along with more training and support to help users adopt new features.
What problems is the product solving and how is that benefiting you?
Managing group cases is much easier now. We can handle more cases than before, and we have better visibility and monitoring of the agents’ work.
Fast, Easy Communication
What do you like best about the product?
Ease of use and feature usage. Sandbox testing.
What do you dislike about the product?
Slow implementation of roadmap features.
What problems is the product solving and how is that benefiting you?
Easy way for customers to present issues and gather insights from trends to improve CX
Easy to Implement and Personalize
What do you like best about the product?
Ease of Implementation and personalization
What do you dislike about the product?
something the cost and the way that announce the new features.
What problems is the product solving and how is that benefiting you?
unification of communications in one single solution
AI-Powered Ticket Deflection That Works
What do you like best about the product?
the use of AI to deflect tickets using the help center
What do you dislike about the product?
the forms are a bit outdated and should be replaced by something more dynamic
What problems is the product solving and how is that benefiting you?
it's Omni channel so it catches all tickets from all channels we connect
Fast Innovation
What do you like best about the product?
Always very helpful and innovation fast.
What do you dislike about the product?
None at this time, as I continue with AI innovation and adoption.
What problems is the product solving and how is that benefiting you?
It helps provide a fast resolution.
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