Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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A crucial part of our customer success efforts
What do you like best about the product?
We started using Zendesk Support in our early days as a startup, when the support questions coming in started to become a bit harder to manage. Today, I can't imagine how we'll survive without it. We appreciate how we can centralize all queries on Zendesk - from Facebook, Instagram, Email, Contact forms, etc. Integrating Zendesk Support into our tool stack has helped us deliver adequate customer support and customer success initiatives.
What do you dislike about the product?
There is quite a learning curve. In my everyday work, I do get by with average technical skills + a lot of detailed resources on Zendesk's Help Center. Still, there are times when I've had to ask for support from engineers or other more tech-savvy people in the company to implement certain things.
What problems is the product solving and how is that benefiting you?
Zendesk Support helps us solve our customers' problems along the way and makes sure we can deliver a great experience. Zendesk Support enables us to be easily reachable as a company.
Very Helpful
What do you like best about the product?
The zendesk advocates are very knowledgable and quick to help!
What do you dislike about the product?
I do not dislike anything about the zendesk support suite
What problems is the product solving and how is that benefiting you?
I was trying to solve an issue we a store not receiving our emails, but after some research, we found the fix.
Great experience and support!
What do you like best about the product?
The representative was very knowledgeable and patient. They did their best to test out every possible avenue to figure out why my connection was causing problems for me.
What do you dislike about the product?
Everything was great! The wait would be my only dislike but my issue being resolved so quickly made up for it :)
What problems is the product solving and how is that benefiting you?
All kinds of updates and changes to help me be more efficient with my job
Good to manage customer request
What do you like best about the product?
Easy to manage the coming request from the clients.
What do you dislike about the product?
The interface could be more intuitive and user-friendly.
What problems is the product solving and how is that benefiting you?
customer support
Recommendations to others considering the product:
if you require something simple to answer tickets and only that, this is for you.
Knowledgeable and speedy!
What do you like best about the product?
Zendesk Support is knowledgeable and speedy.
What do you dislike about the product?
As of now, I have not come across anything I've disliked.
What problems is the product solving and how is that benefiting you?
I had issues integrating Zendesk Chat into my wordPress website. They assisted with my problem and got me up and running.
Customer Service Reps very nice to deal with
What do you like best about the product?
Agents were very helpful and friendly. :)
Sorry wrong image was uploaded for the proof. I couldn't change it even when it said edit.
Sorry wrong image was uploaded for the proof. I couldn't change it even when it said edit.
What do you dislike about the product?
Nothing they helped solve the problem!!!
What problems is the product solving and how is that benefiting you?
Consolidating all email into one box that returns the correct email when an email is sent out. Much easier than having 15 email boxes to look through constantly.
Recommendations to others considering the product:
It is rather tricky to figure some setup info. Definitely need the support team to help with the intial integration unless you are a genius.
Excellent Technical assistance.
What do you like best about the product?
I'm learning and browsing the features of Zendesk and I like the part in creating articles.
What do you dislike about the product?
Quite challenging to navigate and create reports.
What problems is the product solving and how is that benefiting you?
Creating call reports and I knew that I can customize it.
Good for basics
What do you like best about the product?
Integrations for shopify, no speed issues usually
What do you dislike about the product?
Some odd issues how you have to use triggers and tags for simple customizations
What problems is the product solving and how is that benefiting you?
Not understanding why customers were getting a "ticket closed" emails, was able to figure it out
Amazing Support Suite
What do you like best about the product?
The ability to have numerous groups and channels to manages your support team
What do you dislike about the product?
The interface can feel a bit laggy sometimes
What problems is the product solving and how is that benefiting you?
Handling customer support emails has never been so easy
Recommendations to others considering the product:
Even though the learning curve to use this support suite can be a bit steep depending on the features you enable for your organization, it is a great solution for managing and enabling your support team workflow.
Flexible support ticket system
What do you like best about the product?
Helpful support team and good knowledge base, easy and intuitive for our team to use it
What do you dislike about the product?
Some features are missing that feel like they should be basic inclusions such as the ability for a manager to change an agent's availability on live chat on their behalf. Due to the size of zendesk they are slow to react to this kind of popular feature requests. There is a learning curve to using Explore and certain things cannot be reported on, e.g macro usage.
What problems is the product solving and how is that benefiting you?
Comprehensive customer support platform
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