Zendesk Suite
ZendeskExternal reviews
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Great for managing customer support inquiries and supporting multi-channels.
What do you like best about the product?
User-friendly, easy to use and learn. Has everything you need.
What do you dislike about the product?
Tracking and analytics on Zendesk Explore is quite difficult to manage
What problems is the product solving and how is that benefiting you?
Overall it's a great platform to organize emails, chats, and phone tickets. Phone browser is a little tricky sometimes.
Standard for Support Software
What do you like best about the product?
Zendesk is clearly the standard for helpdesk software. They seem to have thought of everything that is necessary. I like that I can answer any channel (phone, fb, ig, email, chat) from one place.
What do you dislike about the product?
The product tiers are too dialed in - there's always a few "almost" critical features that are just one tier up.
What problems is the product solving and how is that benefiting you?
Enables us to consolidate all our customer touchpoints. Since it is the industry standard, we're able to find expert help for setup.
Recommendations to others considering the product:
Definitely the industry standard. Make a checklist of what you need, then decide the pricing tier you need vs want.
Zendesk Support Review
What do you like best about the product?
The ease of use, coupled with the great features all in one product. Its been very convenient building different use cases with integrations to automation tools like Zapier and via their API's. Their support team also does a good job of resolving issues we've experienced in the past and are friendly.
What do you dislike about the product?
The pricing makes it hard to scale up since you cant mix and match license types, so you have to be careful with this.
What problems is the product solving and how is that benefiting you?
We use it to manage a host of tasks for call centre agents, as well as a few less conventional use cases. Its been invaluable in ensuring that we have proper tracking and reporting of various tasks.
Simple and easy
What do you like best about the product?
Zendesk is simple; easy to use and easy to configure. It fits perfectly with our needs!!
And its large App marketplace makes a difference too.
And its large App marketplace makes a difference too.
What do you dislike about the product?
The only thing I remember at the moment is the price. If it were cheaper, we would definitely increase the number of features we use as they are very interesting and would definitely be an asset to us.
What problems is the product solving and how is that benefiting you?
It allows us to track and resolve customer issues from one unified location. Our consultants have increased their efficiency as they can collaborate, understand customers' history, and thus provide better support. We no longer miss customer requests and we can easily understand the load of the teams, their performance, and trends. And, in this way, plan and improve the responsiveness of each agent in order to improve customer experience.
After more than 5 years of using Zendesk every time I´m adapting it to our business I smile :) :) It´s really exciting to work with this tool!!! And having more and more applications that we can use and integrate with it increases its potential.
I can say that I am a promoter of Zendesk as I have recommended it to friends several times and continue to do so!
After more than 5 years of using Zendesk every time I´m adapting it to our business I smile :) :) It´s really exciting to work with this tool!!! And having more and more applications that we can use and integrate with it increases its potential.
I can say that I am a promoter of Zendesk as I have recommended it to friends several times and continue to do so!
Recommendations to others considering the product:
A great tool that will help you a lot with your operations!! You won't regret it.
Some key benefits are teams' efficiency and a great customer experience.
Some key benefits are teams' efficiency and a great customer experience.
The best support app.
What do you like best about the product?
Account Alerts
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
Account Alerts
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
Account Alerts
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
What do you dislike about the product?
There are a few integrations that could use some work.
Trigger logic is slightly flawed.
Native chat widget for Vue Storefront is missing.
User permissions can be too broad.
The phone app crashes occasionally.
API is very powerful, but sometimes a bit difficult to utilize.
Trigger logic is slightly flawed.
Native chat widget for Vue Storefront is missing.
User permissions can be too broad.
The phone app crashes occasionally.
API is very powerful, but sometimes a bit difficult to utilize.
What problems is the product solving and how is that benefiting you?
Provide a large number of methods to interact with customers.
I can maintain logs of customer interactions.
We have a better organisation.
I can maintain logs of customer interactions.
We have a better organisation.
Recommendations to others considering the product:
Zendesk is the best support software and I highly recomend to anybody who wants to make sure the relationship they have with thier customers is better handled and maintained.
Very happy with the functionality
What do you like best about the product?
I like the number of channels that you are able to access and manage in one place. It makes being an admin of the tool very easy. The level of analytics that you are also able to surface by using Zendesk, makes strategic decision-making very easy to do.
What do you dislike about the product?
The one thing that I am not a huge fan of is the look of emails that get sent to customers. It is so obvious that is has gone through a ticketing system, and while I understand that is useful in some cases, it's not the best experience.
What problems is the product solving and how is that benefiting you?
We are solving visibility into the support team and how we can improve as a business. Along with this, we are trying to make sure that we have streamlined our processes as much as possible as well as closing feedback loops with product and engineering. Ultimately, we want to serve our customers in the best way possible and do that by using a variety of channels that Suite has to offer.
Recommendations to others considering the product:
Make sure to read through all of the knowledge articles!
A suite of products we couldn't live without
What do you like best about the product?
The amount of functionality at our disposal to creating an engaging agent workspace where we can provide the best support to our clients
What do you dislike about the product?
Zendesk Support views could do with an update, why are we restricted to only 10-12 views on one page?
A better way to re-order views (why do we need to go into a menu and then select the specific order, why not just drag and drop?)
A better way to re-order views (why do we need to go into a menu and then select the specific order, why not just drag and drop?)
What problems is the product solving and how is that benefiting you?
We're helping our clients get the most out of our SaaS product. Zendesk Suite allows us to collaborate with agents around the world to provide a seamless 24-7 support cycle for our clients.
We'd be totally lost without it
We'd be totally lost without it
Powerful but lots of engineering and setup required
What do you like best about the product?
Lots of customization and a level up for my support team
What do you dislike about the product?
Lots of engineering effort required by my team to make work with our lroduct
What problems is the product solving and how is that benefiting you?
Auto solving with automations, better team routing. Good reporting
Deleted Organization Support Ticket
What do you like best about the product?
Jhan was helpful during the chat and responded quickly.
What do you dislike about the product?
Zendesk was unable to find the cause of the issue. Data was able to be deleted/changed withhout there being Tracking of it.
What problems is the product solving and how is that benefiting you?
This ticket was the first Ticket. We had had an Organization Deleted either by a user or an external Okta system. No Benefits as there is not sufficient Tracking to tell how or who deleted it
Great Customizable Ticketing Software
What do you like best about the product?
I like how customizable the software is through triggers and automation.
What do you dislike about the product?
Some features that come standard in other ticketing software are not standard here.
What problems is the product solving and how is that benefiting you?
I am solving internal Helpdesk tickets, but the potential to solve much more is apparent.
Recommendations to others considering the product:
Look at the community page for great ideas!
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