Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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Satisfactory
What do you like best about the product?
Multiple features and third-party integrations
What do you dislike about the product?
complexity in some of the operational process
What problems is the product solving and how is that benefiting you?
Problems solved: Answering multiple inquiries from multiple channels.
Recommendations to others considering the product:
Consider the Cost of Implementing the platform and Maintaining it.
Unexpected opportunities
What do you like best about the product?
Different opportunities that Zendesk offers and the variety of features and tools.
The service offers a lot of instruments to handle support rapidly and proactively.
The service offers a lot of instruments to handle support rapidly and proactively.
What do you dislike about the product?
Sometimes it is a bit hard to understand how to work with some certain tools, but the support was quick, which is great.
What problems is the product solving and how is that benefiting you?
I onboard new support teams at different companies, so I was just getting familiar with the system. I like it a lot, so will definitely offer it to my clients.
Recommendations to others considering the product:
Advanced support tool for any business.
The market leader
What do you like best about the product?
The premier support CRM/system. Usability is simple, packed with features and the ability to automate a lot of your processes. The addition of a dedicated CSM to ensure the platform is set up to maximise your outcomes. Have used this platform at 4 different SaaS organisations now.
What do you dislike about the product?
Can be overwhelming for a small team. With the endless ability to customise, there is a danger of overcomplicating your set-up.
What problems is the product solving and how is that benefiting you?
Simple yet robust ticketing system
SLA management
Reporting (including reatime)
Cost management
SLA management
Reporting (including reatime)
Cost management
Everything and more!
What do you like best about the product?
I love how quickly I get a response!!!!!
What do you dislike about the product?
Sometimes it's hard to communicate over chat.
What problems is the product solving and how is that benefiting you?
I mostly reach out about settings issues. It's opened my mind to the different settings I can adjust that I wouldn't have known about otherwise.
Great tool for data analytics
What do you like best about the product?
Insight into detailed trend/common issues
What do you dislike about the product?
It can be confusing during the initial set-up
What problems is the product solving and how is that benefiting you?
What products require the most support and quantifying how our support has grown throughout using the product. It's been a great tool for identifying issues that may have otherwise gone unnoticed.
Great system for managing customers and tasks
What do you like best about the product?
Being able to manage tickets and the use of private and public comments
What do you dislike about the product?
Look of the interface, think needs to be more user friendly
What problems is the product solving and how is that benefiting you?
Being able to assign different aspects of support to the relevant teams by adding members or assigning the tickets to the relevant team
Recommendations to others considering the product:
Must-have tool for all businesses
Great Product, a bit overpriced
What do you like best about the product?
Zendesk is an excellent customer service product. The triggers and automation are something that are not in any other product.
We can set custom views per agent or channel and connect our APIs to Zendesk with ease.
Extensive collection of documentation
Highly responsive support team.
We can set custom views per agent or channel and connect our APIs to Zendesk with ease.
Extensive collection of documentation
Highly responsive support team.
What do you dislike about the product?
It's a bit overpriced — Zendesk charges for the admin account that would not be contacting the customers.
Some products are charged per agent when only one stakeholder could manage it, for example, Guide and Gather.
Some products are charged per agent when only one stakeholder could manage it, for example, Guide and Gather.
What problems is the product solving and how is that benefiting you?
Communication with our customers.
Customer satisfaction monitoring.
Providing help guide to our customer ( Knowledge base )
Customer satisfaction monitoring.
Providing help guide to our customer ( Knowledge base )
Recommendations to others considering the product:
Explorer is a potent tool and will help exploit the data beyond your expectation.
Zendesk Support
What do you like best about the product?
What I like is that the agent is attentive to details.
What do you dislike about the product?
I don't think I have disliked anything. Probably just the waiting time which is understandable.
What problems is the product solving and how is that benefiting you?
Removing tags. I realised that I don't have enough access to remove it.
Recommendations to others considering the product:
Great app to use. User friendly.
Zendesk is a great CX tool, but there are some key features missing
What do you like best about the product?
Ability for collaboration no matter the department.
What do you dislike about the product?
Views and the ability to offer kanban views
What problems is the product solving and how is that benefiting you?
Fulfilling support needs to a two sided market place. Ability to switch in between teams and collab with additional departments.
Zendesk is easy to set up!
What do you like best about the product?
Love how easy Zendesk is to use and setup
What do you dislike about the product?
Dislikes some of the limitations, because it is so out of the box some times you are limited to their features
What problems is the product solving and how is that benefiting you?
We can cater to our customers efficiently using Zendesk.
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