Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Love Zendesk!
What do you like best about the product?
We love how easy and fast the user interface is. We have been on many, many (too many) other platforms and have continued to come back to Zendesk because of the ease of use and the speed. It is so fast to work tickets. The app marketplace is pretty awesome as well.
What do you dislike about the product?
It's expensive, but other than that I don't really have any dislikes so far.
What problems is the product solving and how is that benefiting you?
Our team hated our other ticketing platforms, a lot! They were slow, overly complicated and quite simply just a big pain in the butt. Zendesk gives us the flexibility to work from the mobile app (which is actually good), integrate our support phones and chat and as soon as you answer a call, the ticket is right there ready for you to start putting in notes, and it attaches the call recording to it automatically. It's magic.
Adam MH's Zendesk Support Review
What do you like best about the product?
The community tends to agree with a lot of my requests and needs
What do you dislike about the product?
Client response is usually delayed and not always helpful
What problems is the product solving and how is that benefiting you?
Client request related ones.
Experiences will differ depending on the support you need
What do you like best about the product?
Chat function allows you to post a question and continue to work without having to be on "hold".
What do you dislike about the product?
Outsourced team is the technical support team and does not create an environment where business needs can be met during business hours.
What problems is the product solving and how is that benefiting you?
Quick and easy support for some admin and user set up. General questions and small troubleshooting support.
Recommendations to others considering the product:
Check into other ZD products
Zendesk Support
What do you like best about the product?
The agent is really helpful and knowledgeable.
What do you dislike about the product?
It took a long time before an agent gets to me. The queue was long.
What problems is the product solving and how is that benefiting you?
I asked about how to adjust the size of the dashboard so it doesn't cut off while being sent. I learned that using excel and csv forms are the only solutions.
Recommendations to others considering the product:
Utilize the live chat function!
Robust, highly functional, but still easy to use
What do you like best about the product?
I've been using Zendesk for the last couple of jobs that I have worked at and I have been pleasantly surprised with the general ease of the system. I don't have to fight with anything to get my work done, I just have access to what I need and can focus on supporting my customers without fussing with a bunch of random settings or workflow rules that make life difficult.
What do you dislike about the product?
Lack of general exportability without api
What problems is the product solving and how is that benefiting you?
Solving the problem of collaboration between our support team, other teams within our company, and the customer. Adding our Customer Success and engineering teams as light agents has really been a boon to give them insight into the issues that our customers raise.
Just the perfect amount of support
What do you like best about the product?
I like the capability to see our metrics.
What do you dislike about the product?
Its expensive to get the highest package.
What problems is the product solving and how is that benefiting you?
Solving our agents' performance. The benefits to the business are just great! We are able to quantify our data by using dashboards. Esp the metrics reporting which gives us a clearer picture of how our agents are doing.
Rating
What do you like best about the product?
The greatest help I find in Zendesk is that I can have closer contact with customers and provide a more effective and faster solution, as I can have live chat and maintain a conversation with the customer to know what their request is and how we can help to make the purchase a more satisfying experience.
What do you dislike about the product?
With Zendesk I haven't had any problems, that is, I don't dislike it because the tools it provides are very good.
What problems is the product solving and how is that benefiting you?
The communication issues with clients have been resolved; we have found in Zendesk a fast and effective means of communication with clients, as during Covid-19 times, Zendesk is a solution because we can be closer and help solve any inconvenience the client may have. One of the benefits is that it can be constantly improved, as with the reports provided by Zendesk, it is much easier to identify where we are failing and which indicators are the highest and/or lowest, allowing us to focus on them.
Recommendations to others considering the product:
Do not hesitate to have Zendesk Support Suite in your company, it is the best solution for having closer contact with the customer and having all the tools you need in one place.
Support through chat was great
What do you like best about the product?
The chat feature worked great. They were qucik to respond and asnwered my questions promptly.
What do you dislike about the product?
There are no options to call and talk to a represesntative. But I can get used to the chat feature.
What problems is the product solving and how is that benefiting you?
I recently took over as admin of our companies ZenDesk and I needed help adding new employees.
An easy to implement, robust support solution.
What do you like best about the product?
Zendesk is easy to implement for organizations of any size. The ticketing system is intuitive and a great solution for when shared inboxes become too difficult to manage. I also appreciate the multiple integrations, like Clickup and Outlook, as well as using Zapier for other elements of automation.
What do you dislike about the product?
The cost for the higher level plans can be out of budget for smaller teams, which leave organizations with very limited reporting.
What problems is the product solving and how is that benefiting you?
Zendesk has decreased our response time and allowed us to quickly add FAQ or instructional articles to our site. We utilize macros for frequently answered questions, and automations to assign and tag tickets for the most streamlined processes.
Prompt and helpful!
What do you like best about the product?
Very quick turnaround, even though I was 15th in the queue, I didn't have to wait very long for an answer.
What do you dislike about the product?
It's not super easy to find help articles. I wanted to self-service about my question but couldn't find an answer on my own so I had to use the chat.
What problems is the product solving and how is that benefiting you?
Adding a chat feature to our product, doing ticketed support, and having a self-service help website
Recommendations to others considering the product:
Consider number of people that will be using it on a daily basis
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