Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Solid Application with Poor Execution
What do you like best about the product?
Zendesk is an excellent tool for responding to customers quickly and automating certain aspects of the communication process. The reporting on items is really solid, and there is a lot you can do with this tool. The Talk and Guide feature also provide an excellent service for most service-oriented companies.
What do you dislike about the product?
The problem I have with Zendesk is that a lot of features that you expect to be there aren't there. Many of these features are spelled out in the community from 3-5 years ago and it looks like they are all but ignored. That brings me to their training and community. The training is limited. It shows you how to do things but doesn't give any indication of why to do something. Having your support be a community forum makes it hard to find how to do certain things. Personally, I think they should make a more robust training guide rather than having a spatter of articles from all over that may or may not address your questions.
What problems is the product solving and how is that benefiting you?
The biggest problem we are solving with Zendesk is having all communication with customers flow through Zendesk so that we can document all conversations, whether it is by phone or by email. This way we can keep a record of every interaction with a client. We are also able to direct customers to the correct department without having to waste their time or transfer them to multiple people.
Zendesk Support
What do you like best about the product?
Zendesk Support is easy to use and has many useful tools that help to make out IT staff more efficient.
What do you dislike about the product?
I don't dislike anything about the product.
What problems is the product solving and how is that benefiting you?
Zendesk allows our staffto respond quickly and make sure the correct resource is assigned to the ticket.
Great Support Team
What do you like best about the product?
I lvoe the fact that Zendesk have offered to do Zoom support- this was a fantastic idea and think this is the best way forward for businesses.
What do you dislike about the product?
The zoom solution was apperently a one off - this should be available to all plans.
What problems is the product solving and how is that benefiting you?
I think its great that the support team know the product inside out - this is helpful when getting support assistance - other companies, you need to transfer between departments to get a solution. Zendesk team are skilled at resolving issues first handed -
Meets our growing needs
What do you like best about the product?
Powerful features and lots of additional functionality when needed. Multiple logins, ability to sort tickets, explore light offers the right amount of data.
What do you dislike about the product?
I'd like to be able to add features without needing to contact someone at Zendesk.
What problems is the product solving and how is that benefiting you?
We're managing all of our customer support through Zendesk and I know we can scale without switching to a different tool.
An orderly resolution which was quick and more importantly efficient!
What do you like best about the product?
The answers the CS team gave were to the point and were written with efficiency. The answers were mentioned in an orderly fashion and to be honest, they were just the way I like it. The best part of it was that I felt it was something that belonged to me and as if these were all the answers I was looking for from Zendesk for a long time. I am finally satisfied with the services of Zendesk. There is a lot left to explore with Zendesk and I hope I can fully utilize it in the coming years.
What do you dislike about the product?
To be honest, I did not like Zendesk at first. I was a salesforce user and found Zendesk a little bit out of date and not that compatible. However, when I actually used it for some time, I found that it is nothing less than salesforce. It is just as many features and probably even more integrations to offer. In the end, I found all the answers I was looking for and that is what matters.
What problems is the product solving and how is that benefiting you?
We are using Zendesk Support to run our day-to-day business. It is an easy-to-use platform. We have realized that we need to upgrade our plans to use zendesk to its potential and to actually get what we want from the product. Our current plan does not allow us to do the same. We are looking forward to upgrading ourselves in the future.
Recommendations to others considering the product:
Yes, I would recommend it if you are looking for a fast and efficient solution for your business.
It's very easy to use. There are a lot of functionnalities and many things possible.
What do you like best about the product?
I like to do many views and filters my tickets.
What do you dislike about the product?
The client can't put images by copy/paste in the chat.
What problems is the product solving and how is that benefiting you?
I resolved more quickly my client issues and I can have a real follow-up.
I gain some time on my response and efficiency.
I gain some time on my response and efficiency.
Efficient and Effective!
What do you like best about the product?
Once you can connect with a live agent, the process is pretty quick, and you always get the answers to your questions.
What do you dislike about the product?
It took a while to find the chat with a live agent section rather than a bot.
What problems is the product solving and how is that benefiting you?
Providing user guides for both our internal staff and customers as well as track customer activities.
Recommendations to others considering the product:
View your guide in incognito mode/ signed out to see it as your customer might.
Exceeded Expectations
What do you like best about the product?
Zendesk Sell is fantastic. I can tell the developers took the time to include seasoned sales professionals to give input and suggestions.
What do you dislike about the product?
The one downside is the automation could be a little more robust.
What problems is the product solving and how is that benefiting you?
They been great helping me upload and organize leads.
Zendesk is a great support tool for customers.
What do you like best about the product?
I've used several CRM and Support driven systems and find that Zendesk is fantastic as it is in real-time, intuitive and effective. The macro system is also really effective in making it easier to respond to mass tickets.
What do you dislike about the product?
I do wish that Zendesk support more things to be a full suite of products, as we're using multiple software now and Zendesk is used specifically for support-related things.
What problems is the product solving and how is that benefiting you?
We're using Zendesk to respond to customer request and tickets.
Zendesk is the best and most comprehensive customer service platform
What do you like best about the product?
My favorite feature of Zendesk is how all the different support channels like email, chat, phone, Facebook messages, etc. all flow into one agent view where agents can reply quickly to customers in the channel they prefer. After evaluating other platforms, I didn't find one that included all the channels in a single place that was easy to use.
What do you dislike about the product?
Some of the settings and configurations can be complicated and takes a lot of time to think through and get right. But, that is a trade-off that you get with something so comprehensive and flexible.
What problems is the product solving and how is that benefiting you?
Zendesk helps us provide speedy replies to customers via phone, chat, email, or social messages.
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