Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Its a very practical work tool if used correctly
What do you like best about the product?
The ease of use, stability and features make it a tool ideal to deal with a ticketing system. Creating groups, queues, automation, and alerts is very easy and it integrates seamlessly with Slack for alerts
What do you dislike about the product?
The support could be better. It's always too robotic or automated and there seems there is never a sense of urgency. the latest change in layout wasn't good as well.
The reporting pieace and dashboard creation is not intuitive.
The reporting pieace and dashboard creation is not intuitive.
What problems is the product solving and how is that benefiting you?
Currently, i don't have ney open problems with Zendesk support but when I did I found it frustrating to get an actual response that adds value. There seems to be just a standardized approach that does not transpire a sense of urgency
It’s a fast service with less finding
What do you like best about the product?
In it you can search and do things easily asnd very convenient to use, not really messed up all this appropriate. Solutions can be done easily without any hassle as well
What do you dislike about the product?
Sometimes it really buffers which can be improved rest all is good it perfectly fine !!
What problems is the product solving and how is that benefiting you?
It's solves customers queries In one place without any issues
A robust system with lot of options to customize
What do you like best about the product?
Zendesk Support Suite has a ton of features and integrations that ultimately help my support team function more effectively and efficiently.
What do you dislike about the product?
There's a bit of a learning curve for setting up Zendesk correctly especially if you don't already have a clearly defined process and established workflows.
What problems is the product solving and how is that benefiting you?
Zendesk is allowing us to provide a complete customer centric help center package which includes a lot of useful functions and reporting.
Very Good Help Desk Software
What do you like best about the product?
Zendesk has some easy-to-use tools and automation. I like how certain tickets and common questions can be automated.
What do you dislike about the product?
I wish Zendesk tide more into teams and other direct messaging apps. From what I see email is one of the only ways to automatically create a ticket outside of zendesk.
What problems is the product solving and how is that benefiting you?
It is helping us get statistics on the type of issues comming in and it does give us the freedom to change it around.
Easy-to-configure Solution with frequent product upgrades, that needs improvement in reporting
What do you like best about the product?
They frequently add new features based on changing needs of the marketplace and customer feedback. It's easy to configure things for your account and manage users, and I also find the Help Desk articles very helpful.
What do you dislike about the product?
I really dislike the Explore reporting platform; Insights was much more robust and user-friendly. Creating your own dashboard is PAINFUL (slow, clunky, glitchy) and feels outdated.
I also dislike the email formatting (the way the To and CC's) are handled. It's clunky formatting for end users; much better for agents that are in the app, but we have end users that complain about the email layout since it's not intuitive.
I also dislike the email formatting (the way the To and CC's) are handled. It's clunky formatting for end users; much better for agents that are in the app, but we have end users that complain about the email layout since it's not intuitive.
What problems is the product solving and how is that benefiting you?
Allows all customer service agents to have visibility of all current and historical cases (email inquiries) per user so they can share updates on inquiries with a customer even if they are not the one managing the inquiry. Tracks resolution time, and allows for CS agents to focus on the cases that they should be working on by setting custom views.
Great Product
What do you like best about the product?
I really like how clean and simple Zendesk is for agents. There isn't a lot of unnecessary buttons that clutters the screen.
Other Pluses: Easy to build and maintain knowledge articles. Easy for agents to find knowledge articles. Macros are easy to build and for agents to use in order to make their jobs easier. Easy to manage user licenses. Easy to see basic reporting.
Other Pluses: Easy to build and maintain knowledge articles. Easy for agents to find knowledge articles. Macros are easy to build and for agents to use in order to make their jobs easier. Easy to manage user licenses. Easy to see basic reporting.
What do you dislike about the product?
I am dissapointed that so many features are locked behind higher tiered plans. Features like SLAs, CSAT surveys, Side Conversations, Custom Reporting etc. should be universal features.
The Zendesk knowledge base for self service is interesting. Some of it is helpful, but some of the things I want to do in Zendesk are difficult to figure out and Zendesk is more than happy to help... if you pay.
The Zendesk knowledge base for self service is interesting. Some of it is helpful, but some of the things I want to do in Zendesk are difficult to figure out and Zendesk is more than happy to help... if you pay.
What problems is the product solving and how is that benefiting you?
Its great to have as a CRM tool because everyone can easily see all the tickets and see other tickets from the same customer. Its nice to have the Knowledge base connected to the CRM in a really clean and simple way. Its very easy to see and understand what is happeneing with a smaller team and program.
Makes it easy to setup and create a service desk and knowledge base for our customers
What do you like best about the product?
Onboarding customers into the support service desk is seamless and easy. The knowledge base tools are easy to use and customize. This is for you if you are looking for a support ticketing system.
What do you dislike about the product?
The live chat messaging is rough around the edges and does not offer many features like the competitors in the support software space.
Creating holiday auto-responding is challenging.
Creating holiday auto-responding is challenging.
What problems is the product solving and how is that benefiting you?
It helps us triage support requests from our customers. It also allows our customers to track their support requests' status from submission to completion. We also needed a knowledge base that only our enterprise customers could access.
Easy to communicate with customers
What do you like best about the product?
Zendesk makes it easy top communicate with customers. We can include all needed support including; videos and photos to move the process of helping our customers along.
What do you dislike about the product?
When we upgraded to Zendesk Agent workspace, some of our functionality working with customers via live chat are not as user friendly as before. We are working through the change.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to support and educate our customers and makes it easy to go back and forth quickly. We are able to manage the flow of incoming requests to make our customers happy.
Still getting used to it
What do you like best about the product?
It's pretty comprehensive - there are a lot of features to take advantage of.
What do you dislike about the product?
Technical setup isn't intuitive - still having troiuble configuring domain.
What problems is the product solving and how is that benefiting you?
Customers need a way to submit issues/requests for support.
Customers need to be able to self-serve with FAQs.
Customers need to be able to self-serve with FAQs.
A streamlined, easy to use interface
What do you like best about the product?
Ease of access, all in one solution, integration with existing platforms, opportunity for multiple accounts with their own settings and support possibilities, clean interface.
What do you dislike about the product?
Changes to layout and structure of support tickets without opportunity to use the old format, some less than perfect features, reporting is a bit in the weeds and could be better explained.
What problems is the product solving and how is that benefiting you?
It makes it far easier for our full team to engage with customers/clients, and users, and allows us easy access to historical data.
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