Zendesk Suite
ZendeskExternal reviews
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Thorough Help for a Complex Ask
What do you like best about the product?
Links to product documentation. Consistent follow ups.
What do you dislike about the product?
Time to respond initially. Incomplete initial repsonse.
What problems is the product solving and how is that benefiting you?
Cleaning up our instance, making it tidy. The use of the API.
Takes time but we got there
What do you like best about the product?
Detailed step by step instructions were given
What do you dislike about the product?
Initally we were told that we couldn't be helped, eventually after pushing and reopening the ticket we found a solution
What problems is the product solving and how is that benefiting you?
Provide up to date information for our end-users and employees. It's nice to keep it all organized; however, there's a lot to set up on my own. I'm a small org, so it's a lot for one person to manage.
Great for simple needs as well as complex needs
What do you like best about the product?
The system is simple and reliable, but also offers many advanced features.
What do you dislike about the product?
Have found nothing to dislike about the system.
What problems is the product solving and how is that benefiting you?
Used for managing trouble requests for over 800 staff and 20 support agents.
Very complete solution but complicated to get started
What do you like best about the product?
That it is a super complete solution. I have integrated my Facebook page and Instagram account with it. I have also integrated my Shopify store, Amazon and Ebay. It is easy to use once you learn how to and allows you to keep all interactions with a customer in one place.
What do you dislike about the product?
That is very complicated to set up and you don't get a lot of help right away, you have to email their support for help.
What problems is the product solving and how is that benefiting you?
Keeping all my interactions with one customer in one place, organized and easy to find.
10 out of 10
What do you like best about the product?
Great product and amazing customer support
What do you dislike about the product?
Sometimes the products can we a bit complicated to use
What problems is the product solving and how is that benefiting you?
Explore, Talk and Support are our main ones. I have been using them for years now and it makes a huge difference.
A good CRM for mid-size b2b companies
What do you like best about the product?
good interface, really very quick customer support in chat, regularly coming new features, the steadiness of the CRM (never breaks), quick and secure
What do you dislike about the product?
Not flexible enough concerning the interface adjustment - not possible to add an extra tab for leads/contacts page, no integrated tools for duplicates search, not available to subscribe the Reach feature only for one account in the company - you kind of HAVE TO pay it for every colleague, even if s/he doesn´t use it. Also not possible to freeze a note on a lead/contact page to hold it always on top. No possible to add a 2nd category like "Unqualified" with a menu - so you have to build a huge list of all the disqualification reasons which get a mess.
What problems is the product solving and how is that benefiting you?
Managing sales
Recommendations to others considering the product:
Good CRM. Not the cheapest one, but a robust and a solid one.
Very solid and easy to use support service
What do you like best about the product?
Ease of viewing and responding to tickets. Ease of collaborating with teammates who are not agents.
As an administrator of the account, I also love the plan management screen that shows pricing changes for add-ons and upgrades - it makes it very easy to calculate add-on charges and features.
As an administrator of the account, I also love the plan management screen that shows pricing changes for add-ons and upgrades - it makes it very easy to calculate add-on charges and features.
What do you dislike about the product?
The integration with monday.com does not fulfill all our needs. It only pushes a new ticket through and doesn't allow us to see any comments updates over time. I wish that it would integrate so that when viewing a ticket in zendesk, we could link to a Monday.com item to update our customer records.
Also, at times, it's a challenge to find information that answers my questions in the help articles. They are really good articles, but I sometimes feel like it's a bit hard to find just the right one.
Also, at times, it's a challenge to find information that answers my questions in the help articles. They are really good articles, but I sometimes feel like it's a bit hard to find just the right one.
What problems is the product solving and how is that benefiting you?
We are now able to manage our customer inquiries in one, safe place and track history of interactions and store information about the customer. Since upgrading to the Suite plan, we can collaborate with our tech team who are not agents much easier (using Light Agents) and have email conversations with other relevant people and track the conversation right in the ticket (Side Conversations). We also use the text message ability when needing text confirmations from customers for certain actions.
It was fast & helpful.
What do you like best about the product?
Very helpful, and the support personnel knew what she had to do to fix the issue.
What do you dislike about the product?
A support article on Zendesk regarding the issue of google blocking the domain would have been helpful.
What problems is the product solving and how is that benefiting you?
Zendesk login URL was getting blocked by Google due to google identifying it as a security issue. It looks like the support personnel safely listed the URL internally to stop google from blocking it.
Recommendations to others considering the product:
It's fantastic. I love the search feature which has been one of the best in my opinion.
I really love the automation in Zendesk support!
What do you like best about the product?
What I love the most is automated emails from Zendesk. When our clients reach support team they receive a confirmation email, this makes them feel secure and accompanied. When the tickets are solved, clients receive another automated email to evaluate the service.
That's clever and easy!
That's clever and easy!
What do you dislike about the product?
I'm not too fond of Zendesk email templates.
What problems is the product solving and how is that benefiting you?
We're faster and wiser in attending to our clients. Using macros, automated responses, and tags, we can classify, measure, and solve a lot of tickets in less time than ever.
Recommendations to others considering the product:
Test all the available functions! You can find some surprises about automation and API integrations.
The product is good but the support is sometimes a bit difficult to get things done by email.
What do you like best about the product?
Integration of the product across email, phone and website
What do you dislike about the product?
We had to remove the chat plugin because it is very slow (slows down the website and google page speed). This is very disappointing.
The price is high for a small business like ours
The price is high for a small business like ours
What problems is the product solving and how is that benefiting you?
Customers reaching out for product sales and product support
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