Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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User friendly system and Support
What do you like best about the product?
The user interface is so clean and friendly even a new user like me can easily master it
What do you dislike about the product?
Better SLA handling and integration with Whatsapp
What problems is the product solving and how is that benefiting you?
We use it as one point contact for our customers to provide better support for them
Great Service!
What do you like best about the product?
Zendesk has so many functionalities which make managing multiple customer enquiries that much easier, as it is all in one place. I also love their super quick customer support!
What do you dislike about the product?
The app is not easy to use when on the go, the formatting is confusing
What problems is the product solving and how is that benefiting you?
Any customer support enquiries that come in via email, SMS, Whatsapp and social media! Its been great to manage all the questions in one platform and nothing gets missed
Recommendations to others considering the product:
100% recommend, super useful platform
Very nice to use
What do you like best about the product?
The way you can move from a ticket to another
What do you dislike about the product?
When a client opens a ticket and "cc" you, you receive an email but you can't see the content
What problems is the product solving and how is that benefiting you?
Understand my clients needs
Very impressed with the speedy support that Zendesk offers.
What do you like best about the product?
Easy and accessible support that is live, and connects me to a real human.
What do you dislike about the product?
Navigating the FAQs and lengthy articles when trying to find solutions to problems.
What problems is the product solving and how is that benefiting you?
Zendesk support solved my log in, user and password issues. I have seen now there are many benefits to the support system, namely the easy and quick access to an agent.
Highly recommend ZenDesk
What do you like best about the product?
ZD is a very powerful tool for all aspects of your business. Great customer service and ongoing support.
What do you dislike about the product?
Better customization around the web widget messaging. Sometimes it lacks the features we're looking for.
What problems is the product solving and how is that benefiting you?
Centralized user data, a central hub for team workflows, being able to make data-driven decisions with analytics.
Recommendations to others considering the product:
Utilize the ZD support team because ZD is a very powerful program that can be utilized better with advice and guidance. It takes a few months to completely get used to ZD so lean on people for help!
Intuitive, and very easy to use, with tons of features too.
What do you like best about the product?
I like the simplicity of the service, it allows me to communicate with customers very easily.
What do you dislike about the product?
I don't like how the latest version was implemented, although, they are fixing many of the problems it was having initially. Also, the notification sounds are a bit annoying at times, I usually keep them muted.
What problems is the product solving and how is that benefiting you?
For technical problems, like installations, downloads, and activations, I also guide the customers through our site, and I can indicate to them the steps easily with captures, attachments, etc.
Have been using zendesk for years. Love it and customer service is great.
What do you like best about the product?
Customer support is the most helpful. Also like the reports.
What do you dislike about the product?
Can be confusing to create groups. But support helps.
What problems is the product solving and how is that benefiting you?
Help desk. I like the ease of talking to users with issues through the tickets. Benefits include ease of you.
Helpful and available service
What do you like best about the product?
The Live Chat is very prompt and the transcripts are really useful, although the level of email confirmations is kind of overkill.
What do you dislike about the product?
Depending on the rep, sometimes I will need to take way more time to explain the specifics of what my issue is before getting relevant help.
What problems is the product solving and how is that benefiting you?
Having a centralized system for our customers has allowed us to more efficiently help our customers; having the profile settings is making it easier to get a better scope of how we can best assist them.
Very Bad experience
What do you like best about the product?
Didn't like anything about it.
Design was poor
Design was poor
What do you dislike about the product?
Poor layout
Customer support didn't reply back
Customer support didn't reply back
What problems is the product solving and how is that benefiting you?
Poor layout, No customer support,
Recommendations to others considering the product:
Don't do it. Ended up purchasing a different platform to do your ticketing
Highly Customizable To Your Business Needs
What do you like best about the product?
The ability to customize your instance is much easier than other CMS tools. The user-friendly interface on both the agent side and the customer submission forms for intake of customer information.
Reporting abilities are very robust but can be labor-intensive to build as there are too many attributes that are similar that can skew the data queries.
The new dashboarding section is a great addition to Explorer.
Reporting abilities are very robust but can be labor-intensive to build as there are too many attributes that are similar that can skew the data queries.
The new dashboarding section is a great addition to Explorer.
What do you dislike about the product?
The Explorer reporting back is as challenging as it is great. There are too many options and ZD would be smart to offer a canned set of reports on the enterprise addition that are outside the normal ZD Support
Not a huge fan of thumbs up, thumbs down as a CSAT measurement and there is no way to add other options.
Not a huge fan of thumbs up, thumbs down as a CSAT measurement and there is no way to add other options.
What problems is the product solving and how is that benefiting you?
We needed a better tool to have customer intakes as the company grew and scaled. We needed a secure and customizable system of record that was able to provide the support team with an easy to use tool, leadership to have visibility into customer support experiences, and for customer to easily provide all the required info needed to troubleshoot,
Recommendations to others considering the product:
Make sure you have your requirements clearly lined out if using them to facilitate an implimention
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