Zendesk Suite
ZendeskExternal reviews
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Great support with full resolution of my problem
What do you like best about the product?
easy to reach, quick response to my messages, great troubleshooting, issue fully resolved
What do you dislike about the product?
Due to the time difference (US and Germany), it sometimes wasn't possible to directly chat to someone
What problems is the product solving and how is that benefiting you?
Zendesk Talk feature, better Dashboard in Explore and setting up business hours
Great Service
What do you like best about the product?
The chat gives you instant access to support people
What do you dislike about the product?
The wait for an agent can be up to 15 minutes in my experience
What problems is the product solving and how is that benefiting you?
Emails were not going out to users
Recommendations to others considering the product:
Yes
SIMPLE AND EFFICIENT
What do you like best about the product?
I like the integration of the services from chat to email to phone.
What do you dislike about the product?
Their support sometimes drags things out a bit longer than it needs to take.
What problems is the product solving and how is that benefiting you?
We are solving customer interactions on phone, email, text.
Zendesk could be easier
What do you like best about the product?
The agent workspace is my favorite thing of Zendesk. They used their years of experience on this new tool and it showed.
What do you dislike about the product?
If only they used their years of experience in making all the other areas as good. Triggers, Rules, and Automations are using outdated processes.
They take too long to release enhancements.
They take too long to release enhancements.
What problems is the product solving and how is that benefiting you?
I lead a pre-sales team. I am using Zendesk to solve issues during pre-sale.
Flexible and functional ticketing system
What do you like best about the product?
I like the ability to categorize tickets by the requester, type of task, assignee, or due date. You can group requesters (or end users) and agents (or staff) into "organizations". Overall, it's easy to arrange tasks into "views", which helps when prioritizing and delagating.
What do you dislike about the product?
The user interface looks a bit outdated. The settings are difficult to navigate as there are multiple pages to change settings for the same thing, for example the user settings.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage help requests within our organization. This allows us to track, delegate, and consult interally within our team, so that we can efficiently solve problems and respond to our colleagues with their requests for support on a wide variety of tasks.
Great tool for my ADHD brain
What do you like best about the product?
I have always had problems with keeping things organized, would regularly forget important parts to projects/leads until it was nearly too late (or already too late sometimes.) ZenDesk has helped me stay on top of multiple sales leads without missing a beat.
What do you dislike about the product?
My biggest complaint is that for a new user, the workflow isn't necessarily intuitive and the "how-to" videos are a bit thin on actual "how-to" content.
What problems is the product solving and how is that benefiting you?
Using Zendesk to help manage leads and deals for my sales position
Reliable communication platform
What do you like best about the product?
Ease of use, has all communication methods our team needs in one view
What do you dislike about the product?
Can be difficult to search through past tickets sometimes due to the volume of tickets
What problems is the product solving and how is that benefiting you?
Various customer platform questions, how-to questions, troubleshooting software integrations
A helpful tool to your daily basis
What do you like best about the product?
Easy to use. Allows adding emoticons to your messages. Easy to share a ticket around your team.
What do you dislike about the product?
Nowadays insights are a nightmare. Too many clicks to get basic information.
What problems is the product solving and how is that benefiting you?
Technical Support
Recommendations to others considering the product:
This is a great tool to reach out to your clients. Simple and professional!
Great tool for Customer Experience Management
What do you like best about the product?
Ease of communication, simple to use the basic interfaces, sleek design, macros
What do you dislike about the product?
Pricing is a little bit high, complicated to use automations / triggers without assistance, not enough colour choice for text.
What problems is the product solving and how is that benefiting you?
- Product issues, presale questions
- Keep customer contact
- Easy to navigate
- Keep customer contact
- Easy to navigate
Zendesk Streamlines Customer Chat Response
What do you like best about the product?
I work for a nonprofit with people who work across several departments (and have varying knowledge bases), but all inquires come through a single chat stream. Zendesk allows us to assign chat tickets to the correct employees easily. This helps us ensure we don't miss a chat and respond promptly and with good information!
What do you dislike about the product?
It can become somewhat expensive to get licenses for all the employees we want helping with chat.
What problems is the product solving and how is that benefiting you?
Zendesk cuts down on email clutter by keeping all chat correspondence in one place. It also helps us ensure we don't miss any chats (we can even track follow-up by marking a conversation as open, pending, or solved).
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