Zendesk Suite
ZendeskExternal reviews
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Delightful support tool to launch and scale out of the box
What do you like best about the product?
Zendesk is easy to launch and expand. It has robust built-in tools and functionality that allow smaller and mid-size companies to offer an impressive support experience. These built-in tools include but are not limited to API integrations for in-app submissions, automation and triggers to remove repetitive work, an in-house help center to offer your customers, and in-house dashboards and reports that you can customize.
What do you dislike about the product?
They foster a community of feedback but some feedback is years old and has still gone unchanged. For example, the ability to pause SLAs for on-hold tickets has been a multi-year request, yet no changes. Their built-in CSAT functionality is archaic and provides binary, yes or no answers only. Zendesk should listen to their customers and improve both of these features, yet they haven't for years.
What problems is the product solving and how is that benefiting you?
We can provide omnichannel support to all our members and know that the sky is the limit. Although we may not offer chat or utilize the chatbot feature, knowing that we can down the road via the suite offering is nice.
Easy to use, thorough metrics, feels like home.
What do you like best about the product?
Zendesk is unbelievably easy to use. Has a bunch of fantastic add-ons and is so intuitive to use.
What do you dislike about the product?
Sometimes I wish there were more resolution types!
What problems is the product solving and how is that benefiting you?
Equally balancing load on my team is difficult. Zendesk does incredibly at giving us visibility on how everyone is doing and how to best distribute the load.
Simple and Organized
What do you like best about the product?
Correspondance with customers is organized into threads so that multiple agents and lite agents can remain informed and involved with each ticket as necessary.
What do you dislike about the product?
Multiple threads on the same topic have to be merged manually
What problems is the product solving and how is that benefiting you?
Customers receive prompt and complete resolution of each request which is not lost in an inbox.
Recommendations to others considering the product:
Add functionality incrementally
Support ticket review
What do you like best about the product?
Zendesk has provided us with all of the tools necessary to use the product for departmental support. It has the workflows and ticket management that we need to work for our business processes.
What do you dislike about the product?
The pricing is a bit expensive for a non-profit, however we are making it work.
What problems is the product solving and how is that benefiting you?
Our HQ back-office departments (hr, it, marketing, finance, etc.) support our regular staff. It has given us the tracking tool that we need to help ensure that tickets are well managed.
Most complete support software
What do you like best about the product?
We have plenty of features we can use to optimize customer service, including preformatted answers, answer bots, triggers and automations based on customized criteria.
What do you dislike about the product?
A bit difficult to understand well how everything works. Due to the number of features, Zendesk is highly complex.
What problems is the product solving and how is that benefiting you?
We are answering to leads, user doubts and problems with our product. Less often, we also receive requests for affiliates, partners and guest posting. Major benefits include the possibility of answering fast and creating reports about our communication.
Recommendations to others considering the product:
Define workflows for each ticket (who will answer, how urgent are they, etc.) and explore triggers and automations. That will improve the performance of your customer service.
Good job
What do you like best about the product?
The support. Respond time is very good!! I had a ticket where i had an issue with several problems. And the support team solved it very well with quick response time. I would definiltly recommend the support and product to friends, family and knowns.The Zendesk support system is very good working in it. The setup is easy, the navigating is easy, and the whole platform is perfect to both users and administartors and customers. we had a customer that said creating a ticket was so easy! They just sended us a email, and the issue was solved withn 10 minutes because of the easy navigation in Zendesk and the easy handling in ticket management, So Zendesk just works.
What do you dislike about the product?
Nothing, there is really nothing i dislike about this.
What problems is the product solving and how is that benefiting you?
That the supporter was very helpful. The issues was some custom fields and checkboxes in tickets. Several supporters were very helpful and helped me fixing the problem very easily. I once 1 month ago had an issue where the slider for checkboxes was not shown. They are still investigating this issue, but so far they are good to respond back to me and keep me updated of how the ticket is going. I belive the name for the supporter was Charles, so this supporter is very effective and good in respond time.
Recommendations to others considering the product:
Yes, I will recommend Zendesk. Look for Zendesk
Not satisfied at all
What do you like best about the product?
I'm affected by the current problem, where I don't see much effort on the part of Zendesk to help me, so I'm not objective at the moment, because the basic things don't work for me, so I can't say that I like something about Zendesk.
What do you dislike about the product?
Insufficient support. Especially at the beginning, this is very important during configuration. Zendesk solves most questions by referring to the manual, etc. But I need a living person I can call, whom I can share a screen for, someone who really knows Zendesk technically and can really advise me, or at least get information very quickly. At the moment, I am not satisfied at all. I have a stopped project because of that. Based on this experience, I definitely can't recommend Zendesk to anyone. It is also very confusing for me how Zendesk is composed of different modules. Nothing is in one place, and administration is done in different places. Elsewhere the subscription is solved, elsewhere the configuration is solved, elsewhere the help is solved, etc.
I also don't like that some basic things are missing (for example due to the inability to copy an article from one help center to another I had to spend several hours copying.
Furthermore, I do not like the complexity of the whole solution. If everything was intuitive, I would not need support, but it is not intuitive at all and the support is insufficient.
I also don't like that some basic things are missing (for example due to the inability to copy an article from one help center to another I had to spend several hours copying.
Furthermore, I do not like the complexity of the whole solution. If everything was intuitive, I would not need support, but it is not intuitive at all and the support is insufficient.
What problems is the product solving and how is that benefiting you?
I'm currently working on a basic configuration that I can't test.
I'm not satisfied, I have a stopped project because of that.
I'm not satisfied, I have a stopped project because of that.
Almost great, but lacking some important stuff
What do you like best about the product?
Easy to set up, user-friendly and intuitive UI
What do you dislike about the product?
Hard to find a way to file a support ticket, little debug information when error occurrs
What problems is the product solving and how is that benefiting you?
We are integrating our support channels into one system. This will help us ensure that every support request is handled.
Very stable solution, an industry leader
What do you like best about the product?
Integrates well with external solutions.
Great support.
Customizable for your needs.
Great support.
Customizable for your needs.
What do you dislike about the product?
As with any software, we had some minor issues like Zendesk help center was unavailable to our users for quite a while last week due to misconfiguration.
However, Zendesk support has helped us to resolve the problem timely.
However, Zendesk support has helped us to resolve the problem timely.
What problems is the product solving and how is that benefiting you?
We are providing support to Swiftify users and using web widgets, email support channel and help center.
ZenDesk is a great CRM
What do you like best about the product?
I like the cloud base functionality, along with the ease of use across different OS and devices. And the speed of Support.
What do you dislike about the product?
The issues with the SLAs displaying has been a problem, but a work around is nice to have.
What problems is the product solving and how is that benefiting you?
We have all of our communication come into ZenDesk, and it is nice to see and quantify what comes in on a daily basis.
Recommendations to others considering the product:
Definitely read support articles and test everything before rolling anything out
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