Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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Quick, Clear, Helpful
What do you like best about the product?
The Live Chat was very quick and allowed me to navigate to different tabs without closing and after the chat was over the information was still there for me to view
What do you dislike about the product?
The support articles are very detailed but also plain, perhaps use some screenshots or screen capture gifs to make it more interactive
What problems is the product solving and how is that benefiting you?
I use it to communicate with clients and resolve any queries they have surrounding our product
Best support desk I've used
What do you like best about the product?
Smooth, easy to use, customizable, and offers several integrations
What do you dislike about the product?
No dark mode, email message truncating can be a bit overzealous
What problems is the product solving and how is that benefiting you?
This is the main way we communicate with customers, Zendesk offers all the solutions we need
Recommendations to others considering the product:
Zendesk is an industry-standard for a reason
Direct and prompt response answering question
What do you like best about the product?
a direct and precise response which addressed the question
What do you dislike about the product?
Trying to submit a ticket through the help chat was not user friendly. I would rather have a more direct approach to submitting support tickets.
What problems is the product solving and how is that benefiting you?
I was inquiring about whether our Help Articles get backed up and if so, how often.
Zendesk helps us provide top-notch Customer Service
What do you like best about the product?
Having several customer channels all in one platform is very helpful and keeps us organized and concise. Two years ago we had chat and talk through two other apps and it was difficult to coordinate customer outreach. We now handle two brands with three channels each through Zendesk and this is fairly easy for our team of five agents!
What do you dislike about the product?
Setting up multiple views and triggers across channels can be challenging and I often have to loop in ZD support. I appreciate all of the help guide articles but sometimes it can be hard to drill down to your actual concern using these articles and the answer bot. Access to an agent for live chat would likely save me a lot of time and energy.
What problems is the product solving and how is that benefiting you?
Benefits are that customers have several options for channels to reach out - whatever best suits their needs, and agents have easy access to all channels and can consolidate customer outreach across channels for a more streamlined approach. We've realized that utilizing the help guide option will definitely be a benefit for our brands and are implementing that now.
Recommendations to others considering the product:
If you utilize multiple channels like talk, chat and email, consolidating to ZD support suite offers a lot of convenience and benefits!
As a long time user, I've grown with Zendesk and highly recommend it.
What do you like best about the product?
The ease to start mixed with the ability to build complex workflows with customer and agent experience in mind. I've seen Zendesk grow, and it's enabled many aspects of my career. I'm a big supporter of Zendesk, and can show how it has beneficially impacted the company's I've worked with.
What do you dislike about the product?
There are some features I would like to see added - like the ability to push Sandbox changes (at least in Premium) to production. I'd also like more criteria that can be used to create triggers. There are workflows that are not possible currently because of these limitations that I think a lot of users would find useful. Additionally, it would help to allow for warm transfers to groups for talk tickets.
What problems is the product solving and how is that benefiting you?
Reporting, timeliness, customer experience, everything really. It's an incredibly robust product that enables productivity, organizational visibility, and powerful automations.
Recommendations to others considering the product:
Get started! Use a trial and dive in.
A well balanced, full bodied help desk solution as well as fantastic knowledgebase platform.
What do you like best about the product?
Zendesk provides an easy user experience
What do you dislike about the product?
Admin tasks are a bit of a learning curve
What problems is the product solving and how is that benefiting you?
Previously there was no true helpdesk suite available to the company, and users were walking up to IT personnel which is not how to do business. With Zendesk in place, we have been able to offer department-specific options for support tickets and detailed how-to articles in the knowledge base. The walk-ups are no more, and education has been improved.
Feature rich solution that might work if they only had some type of onboarding...
What do you like best about the product?
Zendesk seems to have all the bases covered with their solution. I mean, tons of big names use them. But when it comes to smaller businesses, they don't seem to have the onboarding needed to ensure success with their product for day one, and that I why I can't recommend them.
What do you dislike about the product?
Lack of any form of onboarding. Yes, they have a very nice set of online documents, but when you get lost and need advice, that doesn't seem to be an option except to chat with a salesperson.
What problems is the product solving and how is that benefiting you?
None, sadly, I would have implemented the solution if I had just been provided with a response about my issue and needs. That never came, so I will be looking elsewhere for a solution similar to Zendesk that offers a more rounded onboarding experience.
Recommendations to others considering the product:
Either come to the table with lots of users to attract their attention and care as a client or find another provider.
Optimized, user friendly, easy to use...
What do you like best about the product?
all support managment in one tool (call, chat, ticket..)
User friendly, easy to use and very optimized
Synchronization between different tool via API
Salesforce Integration
Good documentation and Zendesk support for any help :)
User friendly, easy to use and very optimized
Synchronization between different tool via API
Salesforce Integration
Good documentation and Zendesk support for any help :)
What do you dislike about the product?
Downsides of using Zendesk Support is principaly if the process of ticket
Currently it is only: Open, Pending, Solved
Will be good if process ticket can be customized and managed depending of support type for example (support case, error case, development case...)
for example for development case: need Open, In progress, Explanation, Validation/Test, Implemented (for example)
Currently it is only: Open, Pending, Solved
Will be good if process ticket can be customized and managed depending of support type for example (support case, error case, development case...)
for example for development case: need Open, In progress, Explanation, Validation/Test, Implemented (for example)
What problems is the product solving and how is that benefiting you?
centralized all ticket in one tools
and avoid request by email, by Microsoft teams, by other tools....
and avoid request by email, by Microsoft teams, by other tools....
Recommendations to others considering the product:
go for it
It's pretty basic but doesn't really provide a great platform for companies that want to scale.
What do you like best about the product?
Simple, easy to use platform that helped us where we needed it in a time when we were a simply organization.
What do you dislike about the product?
As we grew and began to get more complex as a business, it no longer worked for us.
What problems is the product solving and how is that benefiting you?
None at the current time - we have moved on to Salesforce.
Recommendations to others considering the product:
make integrations with other tools like salesforce better to avoid losing customers
Review of Support Suite
What do you like best about the product?
One single workspace that provides me the ability to provide an excellent customer experience. I like that I can have Chat, Phone, SMS, and Social all in one area. I know this makes us more efficient. I also like that they do continuious improvements.
What do you dislike about the product?
Pricing can get a little steep, especially for smaller companies and start-ups. Overall, it's a great product.
What problems is the product solving and how is that benefiting you?
Mostly just problem tickets. They can range from issues with products, deliveries, order #'s. The integrations are especially helpful. The agents don't even have to leave Zendesk to respond to Order numbers through Shopify or Channel Reply.
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