Zendesk Suite
ZendeskExternal reviews
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The gold standard for ticketing systems.
What do you like best about the product?
I've used Zendesk for 10+ years for internal IT, customer support, shared inbox management (such as info@mycompany.com).
Zendesk has unmatched customizability and flexibility without being completely overwhelming.
The interface is clean and fast.
Zendesk has unmatched customizability and flexibility without being completely overwhelming.
The interface is clean and fast.
What do you dislike about the product?
Initial tweaking can take some time but it is worth doing to get the environment (views/ticket grouping, custom fields, etc.) set up perfectly for you.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage internal IT incidents, customer support incidents, large problems (with a production app), and internal team tasks.
A host of features that's perfect for any business size
What do you like best about the product?
There are a lot of things to love about Zendesk Support Suite but these are our favorites:
1. Ease of use - configuring and setting up couldn't be any simpler
2. Automations and triggers - It makes you work not just faster, but also smarter
3. Almost endless flexibility - There are different use cases that you can experiment on with Zendesk
4. Reporting - You are able to extract all the reports you need, even on a very granular level
1. Ease of use - configuring and setting up couldn't be any simpler
2. Automations and triggers - It makes you work not just faster, but also smarter
3. Almost endless flexibility - There are different use cases that you can experiment on with Zendesk
4. Reporting - You are able to extract all the reports you need, even on a very granular level
What do you dislike about the product?
1. Dated look - I love how efficient the system is, but the whole dashboard can seem a little dated.
2. Lack of personalization - You're able to change the color scheme but personalization could be improved such as being able to add your logo on the dashboard or selecting a different layout, or maybe even changing the font sizes.
3. Different signatures - Since this is for a support channel, in some instances, a person can have different signature versions, and being able to just simply select one (just like with macros) could be a huge help.
2. Lack of personalization - You're able to change the color scheme but personalization could be improved such as being able to add your logo on the dashboard or selecting a different layout, or maybe even changing the font sizes.
3. Different signatures - Since this is for a support channel, in some instances, a person can have different signature versions, and being able to just simply select one (just like with macros) could be a huge help.
What problems is the product solving and how is that benefiting you?
1. Ensuring that we are responding in a timely manner by using SLA's
2. Providing better customer experience by utilizing tiered support
3. Making sure all our customer information stays in one place by integrating other support channels
2. Providing better customer experience by utilizing tiered support
3. Making sure all our customer information stays in one place by integrating other support channels
Recommendations to others considering the product:
1. Schedule a demo with Zendesk.
2. Find different use cases so you can maximize Zendesk's potential
3. There is a learning curve but once you get the hang of it, that's when it really gets interesting.
2. Find different use cases so you can maximize Zendesk's potential
3. There is a learning curve but once you get the hang of it, that's when it really gets interesting.
Zendesk is providing one of the best services and support in current time.
What do you like best about the product?
Zendesk support's quick response and support vlogs are some of the best parts.
What do you dislike about the product?
Zendesk support suite is helpful in many ways but in some scenarios call support could be required to resolve the problem quickly, which is missing.
What problems is the product solving and how is that benefiting you?
Currently, we are using Zendesk to help our customers by receiving and handling their concerns related to our business.
It is easy to use and navigate to communicate to the customer or clients.
What do you like best about the product?
What I like the most is the Template that can be found below the screen or site where you can see the ready-to-use email when dealing with a question or concern of the customer, which is time-consuming when re-typing the whole email.
What do you dislike about the product?
They have taken down the progress sheet to find your daily production and how many emails are coming daily.
What problems is the product solving and how is that benefiting you?
There is no problem that I occur using Zendesk.
The experience has been good, not entirely satisfying, but good.
What do you like best about the product?
The ticketing system and separating based on views.
What do you dislike about the product?
Not being able to access basic functions like time counters on the basic plans
What problems is the product solving and how is that benefiting you?
We have scaled a large customer service base with a small amount of staff. This has been highly beneficial.
ZD Support Fast and Helpful
What do you like best about the product?
Support team knowledge and professionalism
What do you dislike about the product?
Sometimes there are too many results when searching for my specific problem online
What problems is the product solving and how is that benefiting you?
Tracking and solving customer issues on SaaS software
My experience has been one that's very supportive throughout each technical issue.
What do you like best about the product?
I like that the Support team is prompt and continues to provide resolutions despite the length of the interaction.
What do you dislike about the product?
I don't particularly appreciate that not all articles provided resolve the issues.
What problems is the product solving and how is that benefiting you?
Zendesk is currently assisting with the disappearance of correspondence between Gmail and Zendesk. One of the benefits is that tickets are not closed before being resolved. I genuinely appreciate the Support team's assistance throughout the process.
Recommendations to others considering the product:
Zendesk is very easy to use with prompt and efficient help right at your fingertips.
Customer Service 9/1/21
What do you like best about the product?
Helpful, fast, efficient when using live chat. found a solution for me before an important meeting, very grateful.
What do you dislike about the product?
the articles could use some work. or a rework. theyre all pretty old...
What problems is the product solving and how is that benefiting you?
i was looking in to why our answer bot was not suggesting certain articles. ZD support pointed out that the article should contain keywords in the text, not in the title. problem solved.
Quick and helpful
What do you like best about the product?
Getting support was quick and easy. I like the chat button hovers in a discrete location. Also, there's a tiny audible click when the agent replies so I can do other things while waiting.
What do you dislike about the product?
I did not like that the agent had to check with someone else for what seemed like a simple answer. Either way, I got a quick and accurate response.
What problems is the product solving and how is that benefiting you?
I was trying to find how to turn on an automated task.
Great platform, but needs better customer/engineering support.
What do you like best about the product?
Ease of use, triggers and automations, integrations capabilities ex: Salesforce, Jira
What do you dislike about the product?
Missing some critical features ex: Ability to build in internal comments into Automations conditions, confusing Dashboard/Query discrepancies,
What problems is the product solving and how is that benefiting you?
CRM and medium for customer communications. Mainly, Analytics to drive business and support decisions.
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