Zendesk Suite
ZendeskExternal reviews
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Great for giving support, not always the easiest to get support
What do you like best about the product?
Ability to easily access customer information across systems when a customer reaches out. Great tracking for finding trends in customer responses. Phone calls, emails and chats all in one place.
What do you dislike about the product?
When trying to get support on an issue (which rarely happens) I got stuck in a loop trying to get in touch with a real person. The bot kept asking for my email and then saying my email was invalid. It was very frustrating but I was eventually connected with a person who solved the issue.
What problems is the product solving and how is that benefiting you?
Customer contacts from our website regarding orders and questions about products. We use this as a way to intake information and have found it keeps things organized and easy to track.
Best support suite I found, but nothing is perfect in this world.
What do you like best about the product?
There is right mixture of simple and complex. We are beginning small, but I see Zendesk can scale a lot. When I was choosing ticketing/support system for us I reviewed my support experience with other companies - all that was not using something homebrew was on Zendesk.
What do you dislike about the product?
Information about licenses could be more clear - the first license is for admin only, so If you want 2 users - 1 admin not doing tickets and 1 agent, you need 2 licenses. Not a big deal. Also kind of mixed feeling - my ticket to Zendesk went unanswered, but when I asked the guy from sales he promptly solved it for me.
What problems is the product solving and how is that benefiting you?
We are AV integrator, we need system to track RMAs and SLAs of serviced projects. Zendesk seem to fulfill this, but we are just going to run it in production, so there is no benefit yet (but I can see it in opposite of group email and google app spreadsheet).
Recommendations to others considering the product:
Remember when you get good support from others. What were they using?
Organizing a team and data to support goals - made easier
What do you like best about the product?
I like how easy it is to get started with Zendesk and how we are able to customize our customer and internal user experiences. We use informative fields to show us data we need for reporting, macros to help us respond consistently and timely, and groups to organize our workloads. The support options are helpful and you can tell they are continuing to grow and find innovative ways to be productive.
What do you dislike about the product?
I do not like the support update to messenger, I feel it is clunky and takes longer to receive help.
What problems is the product solving and how is that benefiting you?
Before Zendesk we did not have a good idea of what our support team worked on each day, now we can track our cycles of customer interactions, find outlining issues, and provide reporting to our C suite on the customer experience.
Two years later still happy with Zendesk
What do you like best about the product?
Zendesk has a relatively easy interface for agent workspace and Guides. I work with students who create support articles. It has been very easy to train them to use the tool - all it takes is a quick orientation.
What do you dislike about the product?
There are too many options for different account tiers. While it is easy enough to upgrade/downgrade, figuring out what is included with every tier is a chore.
What problems is the product solving and how is that benefiting you?
Initially, I meant to use the Guides to index various knowledge articles. Unlike a blog, Guides provides a nice hierarchical structure. At this point, I am mostly using the chat widget for a nicer Contact Us option.
Comfort for those, who is ready to accept changes
What do you like best about the product?
Flexible ticket structure, easy access and creation of internal knowledge base. Triggers and automations are clear and user-friendly. Connect different channels in one place is pretty simple.
What do you dislike about the product?
Variety of actions/settings is impressive, so you have to clarify the target first. Too easy to be lost in options and overwhelm the procedure or project you are trying to build.
What problems is the product solving and how is that benefiting you?
Main benefit is the connection of all necessary channels in one place - easier to track team progress and overview daily routine and traffic reports. User-friendly ticket profile is helpfull and prevents any delays with answers.
Recommendations to others considering the product:
Come with a ready business plan, think out of the box to pick up the right service.
Easy, quick, and with the right info
What do you like best about the product?
the speed of the reply.and also that they were no stupid questions. Only relevant questions. I used it for purchasing a new number in Zendesk Sell for one of our employees
What do you dislike about the product?
I don't really disliked anything today. Usually, the supporters are engaging slower then today, but today it was on time and it worked pretty good. There were some issues with the bot to be honest, but it's fine. :)
What problems is the product solving and how is that benefiting you?
Usually just changing numbers for some of my colleagues. But mostly, if there are issues with Zendesk for our company, I would be the one contacting you guys :)
Great Customer Service Team
What do you like best about the product?
The integrated outgoing call log - Allows users to listen back on calls to gather insight into the conversation had etc
What do you dislike about the product?
certain features like diary/calendar management need to be worked on. There needs to be a clear link between tasks set and availability in the diary.
What problems is the product solving and how is that benefiting you?
I had an issue with outgoing calls - This was resolved very quickly due to the dial-out code being incorrect from sign up
Excellent, comprehensive, and quick service.
What do you like best about the product?
The detail in which support asisstants describe what course of action to take and what additional information is necessary.
What do you dislike about the product?
I am satisfied with this product, I could not imagine anything that I need more from it.
What problems is the product solving and how is that benefiting you?
Faulty macro application and speed issues with software.
Zendesk covers pretty much everything
What do you like best about the product?
Zendesk is the most comprehensive customer support platform. We've been using it to handle email, phone as well as social media requests for years and it still continues to deliver.
What do you dislike about the product?
Due to the many many features and options available, things can get really complex, so it's definitely not for the casual or inexperienced user, especially when setting up everything.
What problems is the product solving and how is that benefiting you?
We're handling everything support-related through Zendesk. The automations and triggers help speed things up and automate procedures. Reports also give great insights into how our customers and us are using the platform and how to improve upon it.
Zendesk provides one of the best support suites for businesses
What do you like best about the product?
The support was provided by the zendesk team.
The application and the overall UI provided.
It is one of the best support suites and the best in this industry.
There are very less bugs that can be ignored.
The application and the overall UI provided.
It is one of the best support suites and the best in this industry.
There are very less bugs that can be ignored.
What do you dislike about the product?
Sometimes it takes to update the ticket on zendesk web platform.
Still, there are some bugs, like it needs a stable internet connection to work.
There are some UX bugs while typing the reply.
Still, there are some bugs, like it needs a stable internet connection to work.
There are some UX bugs while typing the reply.
What problems is the product solving and how is that benefiting you?
We are using it to respond to the queries, there are many benefits like auto updation on the tickets. For tickets assignments, we can have our own views. Also, the feedback system is awesome.
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