Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Best Platform for Customer Communication
What do you like best about the product?
I like how quick responses come in. I also like that I can text with my customers, they can send in pics to help troubleshoot issues. I also like the iOs Apps so I can quickly and easily access on the go.
What do you dislike about the product?
One thing I don't like is not being able to initiate a text conversation with a customer. I can reply, but I can't start one. I do understand why, it would open the door to spamming and opt-out requirements that Zen may not want to mess with. I have found a good workaround on this.
What problems is the product solving and how is that benefiting you?
Staying connected to our customers via email and text is what Zen does for us. That is our primary way of communicating with our customers and Zen provides a very easy way to get it done all in one platform. We have 5 star Google and FaceBook reviews because of our support, and we couldn't have that without Zen.
Recommendations to others considering the product:
Shop around and see what is out there, Zen may not be the cheapest and other products try and have built in features that look like what Zen can do, but trust me when I say nothing functions as well and easily as Zen. You won't regret picking this solution.
We have been using for a few years now. Usually it is easy to get help from Zendesk Support
What do you like best about the product?
User interface is easy to use, and there is good instructions on the web
What do you dislike about the product?
Sometimes when asking for help from Support, I get copy pasted replies and it seems the support agent has not read my question well
What problems is the product solving and how is that benefiting you?
Ticket handling with many agents. Handling this many tickets with Outlook would not be simple possible.
Strong customer support team with enthusiastic, empathetic and solution driven CS team members
What do you like best about the product?
Easy to get in touch and get recommendations/troubleshoot with zendesk experts
What do you dislike about the product?
One of my issues I thought was simple but is really complex and taking a long time to resolve
What problems is the product solving and how is that benefiting you?
I have received support for reporting analytics as well as technical issues
Zendesk User for 2+ Years
What do you like best about the product?
The Zendesk UI is intuitive and user-friendly for agents. It is easy to manage our tickets and customize the support feature for our needs. The reporting features are always evolving, which I appreciate.
What do you dislike about the product?
The constant change to pricing and the release of products before they are 100% ready. The lack of ownership when products need to connect to third party systems (required by ZD) is also frustrating. It costs our company money and frustration at the end of the day.
What problems is the product solving and how is that benefiting you?
We are able to deliver our customers a clean knowledge base and also store internal documentation for employees, which is great. We can also track so many metrics in support and explore.
Recommendations to others considering the product:
Make sure you get everything in writing. Ask for a detailed explanation of what you are purchasing and what different levels of the product are offered and how that will impact your company. Request a few technical reviews to ensure you are buying the best products from them that your business needs to function.
Zendesk is key
What do you like best about the product?
The centralization of all support tools helps streamline workflow and increase efficiency for both the managing staff and support staff. There is a lot of great self service resources that are available to anyone. There can be a lot of learning done by yourself if you are willing to put in the time and effort to do so. Everything is easy to use - a lot of the tools and features are very intuitive and can be easily picked up by anyone.
What do you dislike about the product?
Zendesk Explore needs more work and training and the company's support team could also be quicker to respond and open up phone lines. They are now moving to their support team being messaging only which I am unsure is the right move - but I will wait and see before I pass any judgment there. There is also a huge opportunity to open phone lines and deliver support that way.
What problems is the product solving and how is that benefiting you?
A problem we had before was a disjointed customer experience. With every interaction living under the Zendesk Support Suite, the process is a lot healthier for everyone involved. We also did not have a lot of insight into any data which has been solved.
Recommendations to others considering the product:
Take a look at what exactly you need for your team and see if the extensive level of features would benefit you. They also have a great self-service center to take advantage of and see if you can learn from.
Great for organization
What do you like best about the product?
I really like how Zendesk streamlines my workflows and puts all of my requests in one place. I especially like that I can organize my requests by due date. Great for staying organized, especially when things are busier!
What do you dislike about the product?
Sometimes when I am tagged in an internal note, I will not get alerted of this via email or in my following section, meaning I have missed some requests to collaborate with others.
What problems is the product solving and how is that benefiting you?
Zendesk has helped my team stay more organized and streamlined communications between other teams
Recommendations to others considering the product:
n/a
A Great Experience With Support
What do you like best about the product?
The response time and attention each support staff has was amazing
What do you dislike about the product?
In this case, I don't think I disliked the service provided, the agent took his time, read my problem carefully and proceeded to resolve it in the fastest way possible taking me through the process!
What problems is the product solving and how is that benefiting you?
A high influx of tickets and making sure we get them and our responses are sent at the correct time
Recommendations to others considering the product:
If you are looking for a program that will allow you to perform to the maximum Zendesk is for you, not only it's super easy to use but it is effective in helping us resolve the issues of our customers.
Great for small business
What do you like best about the product?
The ability to accept internal and external tickets from customers
What do you dislike about the product?
We have no downsides as of right now. We have found ways to customize it how we want and need it.
What problems is the product solving and how is that benefiting you?
We use this for IT, staffing, and facilities requests.
Standard Ticketing system
What do you like best about the product?
Been using it for 2 years and it's has all you need
What do you dislike about the product?
The website could be updated a bit or have the ability to have dark mode instead of using a Google extension
What problems is the product solving and how is that benefiting you?
IT based inquiries
Zendesk support review
What do you like best about the product?
It has a live chat support which is really helpful. Also we can make alot of config changes
What do you dislike about the product?
May be sometimes the chat widget integration is lil bit cubersome
What problems is the product solving and how is that benefiting you?
Just customer support through live chat. It is super fast and very user friendly.
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