Zendesk Suite
ZendeskExternal reviews
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Zendesk Review
What do you like best about the product?
It is so very easy and intuitive. Very scalable
What do you dislike about the product?
The price is steep compared to the competition
What problems is the product solving and how is that benefiting you?
Multi-brand is a must for us. There are many automations that streamline our business
Always fast and efficient help to solve my problems
What do you like best about the product?
I like being able to chat with a representative and they always provide great support articles. I also like that the chat gets emailed to me so I always have access to those links for later days.
What do you dislike about the product?
I don't like that it's a bit difficult to get to the live chat option
What problems is the product solving and how is that benefiting you?
I'm solving problems related to creating our support library on Zendesk
Poor level of support
What do you like best about the product?
I like the existing out-of-the-box dashboards within explore, particularly for ticket volume, SLA achievement rate, and CSAT.
What do you dislike about the product?
Basic functionality doesn't seem to exist — like creating a query that pulls a table with both requester email and the requester quote itself. I'm not sure why it isn't possible to include customer quote when it's such a fundamental value.
What problems is the product solving and how is that benefiting you?
Our CSM will make recommendations for what we should do at a high level but doesn't seem to have working knowledge of the system. Whenever I have questions, she redirects me to support articles, but the skill level required to digest these support articles is moderate or advanced. Or I'm directed to chat with a support team, and when I chat with them, they tell me I should consider using Zendesk partners (a paid service). I am constantly just sent in a loop of no one being able to help me set up simple things or troubleshoot certain logic.
Technology is ok but service is challenging
What do you like best about the product?
Capabilities of software for agents is useful
What do you dislike about the product?
I would have had a more positive experience with software capabilities if customer service was better.
What problems is the product solving and how is that benefiting you?
I am using the Support Suite for a hotline which works well.
Zendesk Support is the go-to tool for communicating with customers
What do you like best about the product?
It's very versatile - the tools available at Zendesk enable you to set up a simple Customer Service environment as well as complex, multi-structural workflows and automation. Their support is top-notch too.
What do you dislike about the product?
Their advanced tools and features are often complex - it takes time to get familiar with them. It's not an issue for me though, as their Knowledge Base and Support are awesome.
What problems is the product solving and how is that benefiting you?
I use Zendesk for managing communication between me and the customers. Thanks to Zendesk, my work is very well organized. You can fully personalize the setup to suit your needs. Once you'll find your perfect setup, you can save a lot of time thanks to Zendesk.
Recommendations to others considering the product:
Zendesk provides great tutorials and articles about their products. I highly recommend checking their Help Center - it's comprehensive and easy to use. It helped me a lot when I was getting started with Zendesk.
Best Support Ticketing and Helpdesk Platform
What do you like best about the product?
Zendesk is full of features. You can create, assign, merge tickets. There is much more you can do with the platform, like saving contacts and organizing tickets by date or last update made. If you need a ticketing platform this is the one.
What do you dislike about the product?
So far I havent seen any downside as we use it daily and it is working at its best. Perhaps, the fact that sometimes, actual tickets go into Suspended Category and we take time to responded to those as you dont get the notifications. The users most of the time, dont take the time to sign up to the platform.
What problems is the product solving and how is that benefiting you?
Helpdesk IT tickets and VoIP users issues.
Recommendations to others considering the product:
Use it. Give it a try. You wont regret.
Zendesk Trial Review
What do you like best about the product?
The ability to have a multi-brand setup is imperative to our business. The triggers and automation were very intuitive and easy to implement.
What do you dislike about the product?
Price is high compared to the competition
What problems is the product solving and how is that benefiting you?
Streamlines the communications that we get from customers over several sales channels by brand. This allows us to communicate with customers all in one place and use macros to ensure that they are brand-specific. This makes communications quick and consistent for our customer service team.
Surprisingly easy to use
What do you like best about the product?
I decided to jump in a see the tutorials by myself, and it was very user-friendly. I only had a couple of questions, and they were straightforward to figure out.
What do you dislike about the product?
It looks very daunting at first glance, and I was a bit unsure of where to start, but once you dig in, it's super easy.
What problems is the product solving and how is that benefiting you?
I was receiving a ton of emails for support at weird hours, and without proper control, now it's all in one place, with a schedule and more professional
Recommendations to others considering the product:
Don't be intimidated to dive in and explore the different functionalities
Outage quick fix
What do you like best about the product?
How efficient they were when it came to fixing my issue
What do you dislike about the product?
At times the support team directly with zendesk can get confused about solving an issue . Since they have so many different t areas .
What problems is the product solving and how is that benefiting you?
The communication
Helpful and words well!
What do you like best about the product?
The ease of finding the emails I am looking for. I enjoy the macros and being able to route and tag them properly. Zendesk has helped us become so much more efficient.
What do you dislike about the product?
Sometimes the search can be too widespread, but it tends to work well otherwise.If you are able to put more advanced searching, that would help. Some of the instructions for setting up other areas are confusing. The metrics could be a bit more detailed as well.
What problems is the product solving and how is that benefiting you?
We are able to effectively respond to our customers and it seems to be a common platform used. We used to use Outlook and there was no automation or prewritten macros, so it was 100 times harder to manage. This is a breeze.
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