Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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support team was fast and efficient
What do you like best about the product?
very quick response from the support team
What do you dislike about the product?
There is nothing to dislike about the service
What problems is the product solving and how is that benefiting you?
I use zendesk in education industry to resolve the tickets coming from clients staff and students
The best of the best for customer support
What do you like best about the product?
Really like all the features for helping customers, the use of ticket prioritization, macros and the chat feature is very helpful to deliver great customer experience.
What do you dislike about the product?
Nothing actually, most stuff works as it should. The outbound call dial pad should be updated a little to make it easier to make calls backs.
What problems is the product solving and how is that benefiting you?
Resolving repetitive and similar problems and questions and ZD helps to make that easy while being able to add human personalization and real support at scale.
Had an issue with downloading files off the system and it was resolved within an hour and 30 minutes
What do you like best about the product?
I was given feedback every 15 minutes till the issue was resloved.
What do you dislike about the product?
It took too long for a support agent to get to my initial support request.
What problems is the product solving and how is that benefiting you?
We are now able to offer a 24 Hour response time to our clients and track every employees efficency when responding to our clients.
Recommendations to others considering the product:
Do your research first as there are a lot of cheaper alternatives, however Zendesk is pretty much the gold standard.
Functional and easy to use
What do you like best about the product?
It's great that apps are integrated into the ticket view, so I can easily access the customer's account information. The views are well structured and easy to navigate.
What do you dislike about the product?
Sometimes you don't see that someone else is also working on the ticket until they submit the update/ response to the customer.
What problems is the product solving and how is that benefiting you?
It's a great way to communicate with our customers. I can see almost everything I need to solve the issue, eg.: the customer's profile, the email thread, their previous tickets with us, etc.
Our chat and phone apps are also built-in, so we can support them on all channels.
Our chat and phone apps are also built-in, so we can support them on all channels.
A well thought out and helpful piece of software
What do you like best about the product?
The layout is very user friendly and easy to learn. I've also found that the learning paths provided by Zendesk are more than useful in learning the software.
What do you dislike about the product?
Some of the terminology is confusing, and it can be a little backwards to get things set up exactly the way you want it.
What problems is the product solving and how is that benefiting you?
Ticket tracking and customer information.
Great Support Suite
What do you like best about the product?
Zendesk is easy for my agents to use and running reports is simple.
What do you dislike about the product?
I don't like that I have to make agents 'administrators' in order for them to create new organizations in the system. Would like to see real-time data in reporting.
What problems is the product solving and how is that benefiting you?
All of our customers come in through Zendesk and create tickets for each interaction. This helps us as agents to help our customers more efficiently.
A worthy consideration for your help desk needs!
What do you like best about the product?
Is Zendesk the perfect help center? No! And good luck finding one of those. But I love Zendesk for a couple of reasons. First, they are constantly working to improve their product offering, creating a more seamless experience both for customers and agents -- and it's truly making a difference in our customer experience. Second, they have a vibrant community of users and support professionals ready and able to find a solution for almost any problem or challenge. I'll choose to work with that sort of company any day!
What do you dislike about the product?
Zendesk has a robust app marketplace which is great when you have a problem you need to solve. The only drawback is that this can add additional costs to your customer support tech stack when it's not included in the core product already. We are also very ready for them to release their Instagram integration.
What problems is the product solving and how is that benefiting you?
Zendesk support suite solves a bunch of problems for us. To name a few, we can respond to our customers on pretty much any channel we want. The combination of Guide and AnswerBot has significantly improved our self-service, reducing overall ticket volume. And finally, as our company grows and diversifies, we have the option to add additional branded help centers.
forged for agents and customers
What do you like best about the product?
Dashboard agent is simple but powerful. Agents can spend all the day in the Zendesk dashboard without excessive fatigue.
Setup is simple, API are extensive.
Perfect tools to improve CX.
Reporting and analytics tool is powerful.
Setup is simple, API are extensive.
Perfect tools to improve CX.
Reporting and analytics tool is powerful.
What do you dislike about the product?
Licensing system is scalable but no customizable
What problems is the product solving and how is that benefiting you?
Agents productivity increased.
Reports are highly customized.
All departments employees are involved.
Reports are highly customized.
All departments employees are involved.
zd review reblaze
What do you like best about the product?
logic of things in the design of the sysyem
What do you dislike about the product?
lack of basic capbilities, user management, license limits, need of the use of extetnal apps/programing skills.
What problems is the product solving and how is that benefiting you?
tickets, bugs, frs, user mangment, reporys
Recommendations to others considering the product:
excersice charts of design prior to implementation
Zendesk Review
What do you like best about the product?
The chat function is great. The flow builder is easy to use
What do you dislike about the product?
When you open a new product, it opens up in a brand new tab. I cannot do everything from one window
What problems is the product solving and how is that benefiting you?
The messaging reporting and live data. I cannot see effectively how many 'chats' I have received through the reporting. Also, the reporting functionality feels quite limited, and the formulas are tricky.
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