Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Quick and very helpful
What do you like best about the product?
The simple to use interface and customization with automation.
What do you dislike about the product?
Limitations like not being able to edit the footer in emails.
What problems is the product solving and how is that benefiting you?
We are able to auto assign tickets to agents responsible without much manual work
Great solution for customer contacts
What do you like best about the product?
It's an all in one suite for email, chat, and phones. There isn't anything I can think of that it doesn't do that it wish I did.
What do you dislike about the product?
Issues with DKIM, SPF setup that was hard to resolve
What problems is the product solving and how is that benefiting you?
It's a one stop shop for all of the incoming contacts. There's nothing further needed to set up the foundation to your customer service experience.
Stuck SLA issue support
What do you like best about the product?
I liked the possibility of chatting with the agent - it is easily found on the platform and more convenient than email or phone communication. Oliver was very attentive and tried to troubleshoot the issue adequately.
What do you dislike about the product?
I raised the issue on 11th June and I did not get many updates since then. I understand that prioritization of tickets and bugs is in place. I would appreciate more initiative updates if the resolution needs more time - maybe on a biweekly basis just to know that issue is being addressed.
What problems is the product solving and how is that benefiting you?
More organized issue solving for several departments. We like the possibility of integration with other platforms.
Effective Ticketing Tool to manage Support Interactions
What do you like best about the product?
The tool is extremely user friendly and the UI is very easy to navigate. The setup process is not overly complicated and the support tools (videos and discussion forums) make it very easy to build on a better setup or utilize existing features
What do you dislike about the product?
The data extraction is very old school. There are no range filters for CSV export which is really bad because you are forced to take a large data dump and then filter for the required period, Ad-hoc reporting is a nightmare.
What problems is the product solving and how is that benefiting you?
Customer Support Management is easier with a robust ticketing solution like Zendesk. It helps in tracking tickets and customer issues efficiently and also mange agent utilization.
Not a bad service
What do you like best about the product?
I can personalize it to my needs. Like personal views, graphs in Explore, etc...
What do you dislike about the product?
The end clients experience issues signing in to Zendesk. They have to clear cookies or try a different browser to proceed with "Contacted us? Get a password." There are some small UI issues that need to be fixed.
What problems is the product solving and how is that benefiting you?
hmm, I work with it.
ZenDesk streamlines our customer service
What do you like best about the product?
My favorite part of ZenDesk Support Suite is the user-friendly organization. I can easily see who is in contact with our consumers, how they are responding, and in what timeframe. I love how easy I can see a customer's journey with ZenDesk instead of a general inbox.
What do you dislike about the product?
ZenDesk tends to spam or suspend a lot of tickets that are actually customers or useful information for our business. I hope they improve this.
What problems is the product solving and how is that benefiting you?
Accountability. It is so much easier to see who needs to reach back out to a customer, how long we take with certain ticket types, and ensure that our customer service is fast and accessible to consumers.
Zendesk Support
What do you like best about the product?
Zendesk makes it easy to keep track of user requests and to keep users informed and updated of the status of their tickets/requests.
What do you dislike about the product?
Sometimes when users say 'thank you ' after a request is completed, the ticket will reopen. However, Zendesk seems to be resolving this issue. It does not happen as much as it before.
What problems is the product solving and how is that benefiting you?
Zendesk allows us as Technical support to stay in touch with the users. We can update and follow up with users on the status of a request and comment privately without others on the ticket without users seeing the statement or question.
Perfect platform for all of our customer support and experience related needs.
What do you like best about the product?
I really like the interoperability between platforms. We've connected Amazon Connect as our phone service, and it's been very effective to use directly in the ZenDesk Experience.
What do you dislike about the product?
Charging on a per-seat basis when there are items that certain team members aren't using. Need more selectability in terms of who is on what - or move to a flat rate for specific services (i.e. chat, phone, help center, etc.)
What problems is the product solving and how is that benefiting you?
The biggest problem is being able to easily track customer requests and responses. Also, the help center has been very effective, and we have a ton of traffic going through our help center articles which helps reduce the amount of calls/request tickets we receive.
Zendesk is the best!
What do you like best about the product?
I like how user-friendly Zendesk is, and their support is exceptional. Zendesk integrates with just about any other software as well.
What do you dislike about the product?
I have no bad things to say about Zendesk
What problems is the product solving and how is that benefiting you?
The most significant benefit is the data I get and customer satisfaction reviews. I am able to reach out to customers who have given negative reviews and this gives me another chance to provide them with a good experience.
Recommendations to others considering the product:
Just try it out and you will see the benefots.
Customizable if you are willing to put in the time
What do you like best about the product?
It's customizable to suit business needs. Can add things on the fly without having to wait long for the changes to take place.
What do you dislike about the product?
It is not intuitive on how to make things happen, such as triggers, conditional rules etc. Sometimes it feels like zendesk was built by many different minded developer and they each use their own language. If you really can't figure it out, the Zendesk help desk team are really helpful in looking into things and assisting.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to streamline our work flow for incoming inquiries via different channels such as email, chat, and calls. We've been able to keep all the information in a single place which assists with understanding the customer journey with us.
Recommendations to others considering the product:
Give yourself the time to customize it. It can be very powerful tool however the appropriate time and attention must be devoted to it to make it a great tool.
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