Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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It's bit difficult to use but as you start understanding it you will start loving the platform.
What do you like best about the product?
Support is helpful
Ability to customize the platform for extensive and better handling
Ability to customize the platform for extensive and better handling
What do you dislike about the product?
No option to add multiple ticket statuses besides the pending, open, new, hold, closed and complete
There should be pre-defined easy to configure triggers for sending email notifications which we can just enable or disable.
There should be pre-defined easy to configure triggers for sending email notifications which we can just enable or disable.
What problems is the product solving and how is that benefiting you?
Support management.
Great platform backed by responsive support.
What do you like best about the product?
User-friendly, robust platform for supporting your customers.
What do you dislike about the product?
Getting custom triggers in place was a bit challenging for me but was able to get through it.
What problems is the product solving and how is that benefiting you?
Supporting our customers
Always a positive experience
What do you like best about the product?
I like the chat function because I can get a hold of an agent quickly, and they address my problem on the spot.
What do you dislike about the product?
Trying to find an answer through the knowledge base can be time-consuming and frustrating.
What problems is the product solving and how is that benefiting you?
I typically have problems with tickets not being received by our end users. The Zendesk team can always explain what happened to the ticket, which is beneficial in solving the problem.
Good Suite to organize the ticketing system
What do you like best about the product?
I like Zendesk since it makes it easy for your team to provide support with no distractions and well organize the support team.
What do you dislike about the product?
I dislike that the filter is not available for our plan, and I think it is a helpful tool, indispensable at every level.
What problems is the product solving and how is that benefiting you?
With the Support Suite, we finally are able to organize the team answers as matters of interest.
Zendesk Support Suite Review
What do you like best about the product?
In many ways Zendesk makes operations extremely easier, smarter and agile. For my team, the biggest advantage is how chats are integrated with tickets.
What do you dislike about the product?
We miss some improvements such as a smart workflow for leveled support teams in chat, a possibility to create different sets of views and choose between them whenever. Oh, and the WhatsApp integration is very limited, it gives us the feeling that the product lacks some research with customers to see what we need from it.
What problems is the product solving and how is that benefiting you?
We've been having major improvements in our indicators for live chat. With automated chat distribution, live monitor, and agent workspace the agents work is way more efficient. With reports such as individual agent performance and chat analysis we can easily identify possible improvements and fix operational issues.
Recommendations to others considering the product:
I would recommend to set some benchmarking meetings with companies from your industry that use zendesk before getting started
A great support tool
What do you like best about the product?
Customisable and range of functionality are allowing us to replace several tools with just Zendesk
What do you dislike about the product?
Configuration is complicated. Some new features lack parity with older ones they aim to replace
What problems is the product solving and how is that benefiting you?
Ticketing. Chat. Documentation.
Zendesk Chat Review
What do you like best about the product?
real time chatting option with zendesk agent
What do you dislike about the product?
hard to find where to talk to a live agent
What problems is the product solving and how is that benefiting you?
didn't allow me to send advisor a verification login email or email her when we tried forgot password
Easy to use.
What do you like best about the product?
All the informative articles allow you to be self-taught in this system.
What do you dislike about the product?
There isn't anything I dislike about it at this time.
What problems is the product solving and how is that benefiting you?
This is providing us with phone, email, and chat support all in one place.
Great Customer Service
What do you like best about the product?
They were quick to answer my questions about an update.
What do you dislike about the product?
Sometimes it's hard to find the person who's in charge of our account.
What problems is the product solving and how is that benefiting you?
I learned how to export and import contacts to another account.
Recommendations to others considering the product:
More admin features to help reps who don't understand zendesk.
Quick response
What do you like best about the product?
I loved that I was able to provide a video of my issue and that I was contacted quickly to get it resolved.
What do you dislike about the product?
I can't really say there was anything I disliked.
What problems is the product solving and how is that benefiting you?
I love having so many different types of communication located in one place to contact our referrals.
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