Zendesk Suite
ZendeskExternal reviews
6,511 reviews
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Comprehensive Help Center and Documentation Enhance Our Experience
What do you like best about the product?
We appreciate that it includes a help center and internal documentation. The template responses are also very useful.
What do you dislike about the product?
It can require a significant amount of time to set up and get the team fully trained.
What problems is the product solving and how is that benefiting you?
Responding to customer from different sources in a timely manner
Centralized Customer Communications for Faster Support
What do you like best about the product?
Zendesk is valuable because it brings all customer communications from different channels into a single workspace, which then allows the support team to respond faster
What do you dislike about the product?
It is complex to setup and the advanced features can get expensive
What problems is the product solving and how is that benefiting you?
Zendesk helps solve issues like slow response times, scattered customer communication to improve service quality
Efficient Ticket Management, But Can Get Cluttered with High Volume
What do you like best about the product?
I like that Zendesk Support Suite brings all customer interactions into one place. It’s easy to use, helps manage tickets efficiently, and makes communication faster and more organized.
What do you dislike about the product?
Sometimes Zendesk can feel a bit slow or cluttered when handling many tickets, and setting up automations or views can take time to get just right.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of scattered customer communication by centralizing emails, chats, and calls in one platform. It helps me respond faster, stay organized, and deliver a better overall support experience.
Absolutely Love This Software!
What do you like best about the product?
The ease of use is fantastic, you can learn quickly even if you are a new user and customer and it integrates perfectly.
What do you dislike about the product?
To be honest, I haven't found any issues so far. Everything has been perfect up to this point.
What problems is the product solving and how is that benefiting you?
The support suite has solved the problem of needing to personally return to client support tasks or having to pay an employee to manage them. Now, I can handle everything directly from my laptop, and the AI can take over as well.
Zendesk Best Ticketing Software for Various departments
What do you like best about the product?
Ease of use, Tickets can be managed easily
What do you dislike about the product?
Integration with other tools is difficult
What problems is the product solving and how is that benefiting you?
It helps manage ticket queue and address customers concerns
Great experience so far with Zendesk
What do you like best about the product?
very modern platform with fantastic usability and good suite of integrations
What do you dislike about the product?
no major downsides so far its has impressed me compared to other platforms and i have seen no negatives as of yet
What problems is the product solving and how is that benefiting you?
zendesk is deflecting tickets from agents allowing custoemrs to self serve, providing a knowledge base to customers and staff and functioning as a great ticket management system
Efficient and User-Friendly Customer Support Platform
What do you like best about the product?
Zendesk Support Suite offers a seamless and intuitive interface that makes managing customer queries incredibly efficient. I especially appreciate its powerful automation features, customizable ticket workflows, and multi-channel support, which help streamline communication across email, chat, and social media. The integration with other tools and detailed reporting also make it easy to track performance and improve customer satisfaction.
What do you dislike about the product?
While Zendesk Support Suite is powerful, it can feel overwhelming for new users due to its complex setup and wide range of features. Some customization options require technical expertise, and the pricing can be a bit high for smaller teams. Additionally, response times from support can vary, especially during peak hours
What problems is the product solving and how is that benefiting you?
"Zendesk Support Suite helps us manage a high volume of customer queries efficiently by centralizing communication across multiple channels like email, chat, and social media. It solves the problem of scattered support requests and delayed responses by providing a unified ticketing system and automation tools. This has significantly improved our response time, reduced manual workload, and enhanced customer satisfaction. The knowledge base and self-service options also empower customers to find answers quickly, which reduces incoming tickets and allows us to focus on more complex issues.
Concise reporting of customer support success
What do you like best about the product?
Zendesk Support Suite provides easy analytical analysis of critical customer support success metrics. Easy to implement dashboards do an excellent job of communicating the most important metrics for support team performance.
What do you dislike about the product?
Changing CRM/CMMS/ticketing platforms is always stressful. Doesn't only impact your support team but your entire organization. But this isn't specific dislike of Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps with automated routing of support tickets to the correct team to ensure the quickest time to resolution and minimize handoff.
Easy to Use
What do you like best about the product?
I love that we can automate subtasks, reducing work.
What do you dislike about the product?
The rising costs at renewal make it difficult to continue using the tool. The reporting features could be more user-friendly, as they currently require too much filtering and lack no-code options. Additionally, the dates reset every time I switch tabs, so I have to reselect them each time, which is inconvenient.
What problems is the product solving and how is that benefiting you?
With the upcoming addition of the future ITAM solution, we are also hoping to see SaaS license tracking included. This would be a valuable enhancement for us.
Zendesk Review
What do you like best about the product?
Zendesk's support suite has proven to be highly valuable and effective for our company, particularly thanks to its help center and knowledge base features. We recently implemented the basic AI agent and have already noticed positive outcomes—not only in the AI-driven experience but also in achieving quicker resolution times and gaining deeper insights into specific tickets. As we continue to develop our knowledge base and help center, our AI agent becomes even more capable, providing users with an immediate and efficient AI-powered response to their common questions. This, in turn, allows our customer support team to focus on more nuanced and complex inquiries.
What do you dislike about the product?
Zendesk's basic AI agents are not as intuitive or customizable as many businesses would prefer. To truly maximize the benefits of Zendesk, it seems necessary to upgrade to the enhanced AI agents, as this upgrade significantly reduces the limitations on what you can accomplish. Additionally, I find that the article knowledge base center is missing some features that our team would appreciate, especially when it comes to tracking and exporting our article content.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite provides us with a range of valuable benefits. We rely on it to operate our customer call center and manage customer service interactions. Lately, the help center and knowledge base have been especially useful, as they have enabled us to develop our AI agent. Users can now access this agent directly through the help center, our website, and our SaaS platform. This has made it much easier for us to address and resolve common questions and issues. Our users are able to quickly find answers and take steps to solve frequent problems on their own, without needing to call or email our support team.
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