Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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A great platform for communication with the end users!
What do you like best about the product?
I like that it's easy to use, very easy intuitive for the users and costumer support agents. Also you can track the requests and open tickets that need immediate look!
What do you dislike about the product?
The design of the product is too simple & old. I also things it'd be the best to filter the open tickets in a way that you could reply them without open them.
What problems is the product solving and how is that benefiting you?
It gives us a good tracking of open tickets, costumers' call, and bugs' tracking. It makes us be better at tracking open issues!
Best email and chat support
What do you like best about the product?
Zendesk offers one platform for creating tickets, handling emails and live chats.
What do you dislike about the product?
It is a bit confusing to pull different complex reports.
What problems is the product solving and how is that benefiting you?
Zendesk is being used to support customers' issues live and non-live.
The omnichannel software with the most reach on the market
What do you like best about the product?
Zendesk allows me an immediate response and an efficient service; it is easy to use and very practical, it will enable me to maintain continuous and clear communication with customers and to save that information.
What do you dislike about the product?
The employee must fill out many things manually; the ticket creation process should be more agile. The views are limited and not very configurable. I obtained better reports from the views than from the insights part.
What problems is the product solving and how is that benefiting you?
As a graphic designer fulfilling the role of developer, I have used this tool in companies where I have worked as well as in solutions for clients. Given the price-quality of the tool, I recommend it as a good solution.
Best client support ticket management suite with automation
What do you like best about the product?
Easily integrate with a multitude of touchpoints in one interface. You are able to easily set up triggers and automations for ticket management and has web API for integration with your own apps.
What do you dislike about the product?
It's more expensive than competitors but justified by the functionality and availability of 3rd party apps in the suite.
What problems is the product solving and how is that benefiting you?
Zendesk has enabled us to integrate with our own app and integrate chat for our clients. We have benefitted from its myriad of reporting features which enables better staff planning and faster query resoltuion.
Zendesk Support Suite
What do you like best about the product?
I like that compared to email, I only see what is essential and requires and action from me.
What do you dislike about the product?
There is a lot of limitation when it comes to customizing emails.
What problems is the product solving and how is that benefiting you?
I can respond to my customers faster and keep it all in one place.
Great tool but minor improvement needed
What do you like best about the product?
It is a very easy-to-use tool for the support staff and can also collaborate with other teams such as Dev/PM etc. internally.
What do you dislike about the product?
They should have the option of a BCC and seamless integration with SalesForce.com
What problems is the product solving and how is that benefiting you?
Hundreds of support tickets weekly with auto-escalation if the SLA fails. Tickets can also be tagged with the specific issues or bugs detected and can also talk to Jira.
Zendesk is a great tool but needs a lot of improvement
What do you like best about the product?
I like that there are several customizations you can do to your workspace. Folders, filters, triggers, and automation.
What do you dislike about the product?
I dislike the part that you can remove or edit bad ratings your receive from customer satisfaction. This is a problem since some bad ratings have nothing to do with the interaction you are having.
What problems is the product solving and how is that benefiting you?
We support customers via email and Zendesk has been a great tool for us. We can have a list of vendors we are working with and they can see the requests coming in as well.
A wonderfull platform at your young adult stage
What do you like best about the product?
The product Support is awesome, no one can beat Zendesk. The integration between the products is easy and helps a lot in our work. The webhooks allow us to go beyond the platform and make the solution scalable.
What do you dislike about the product?
When we're talking about Zendesk Explore, I missed being supported well and the product has a lot of issues. Sync data problems, when I edit a query and it is already in a dashboard, I need to edit this dashboard to update the report there, etc.
What problems is the product solving and how is that benefiting you?
Customer Service in different countries. Allowed us to create a Support department and, in some cases, helped us to increase the customer satisfaction and the response time.
The Irony is Uncanny
What do you like best about the product?
I haven't used it enough to tell you what I like about it. We're a new team that just started to use zendesk and it's my first time. Naturally, as a new team with a lot of first-time users you're going to need some customer support.
What do you dislike about the product?
You would think for a company that sells customer support software, providing customer support would be a core value and an area of investment. Not even close. I've tried to get support 3 or 4 times now and every time it's taken hours to get a hold of someone. When I do get a hold of someone, they usually make me wait 20-30 minutes more to even start chatting with me. Customer support is not a key responsibility of mine and I have to give up on pursuing my question to pursue other business goals. You can only do that so many times before finding yourself here.
What problems is the product solving and how is that benefiting you?
Getting customer support has been a nigtmare. Their support knowledge base isn't very useful as it doesn't have the necessary screenshots or video to answer my questions.
Zendesk is a great tool
What do you like best about the product?
The ability to merge tickets and keep the ticket in one tool for easy tracking and customers can quickly contact us via chat.
What do you dislike about the product?
It only gives me 24 hrs before the ticket closes since maybe I need to reopen it or merge it with a new contact/ticket.
What problems is the product solving and how is that benefiting you?
I worked in a fraud security team, and we received a lot of contacts from our customers, and we needed a tool that will enable us to collect all the tickets in one place. And to be able to answer customer inquiries in a timely fashion.
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