Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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Great product & support
What do you like best about the product?
The assistance we have received from the beginning, and the ongoing support.
What do you dislike about the product?
I really don't have any dislikes, they have always provided the support that we have expected, and helped with all requests and suggested updates that we throw at them.
What problems is the product solving and how is that benefiting you?
We are deflecting customer service traffic away from our agents and moving into a more automated, self-service product.
Recommendations to others considering the product:
Great company to work with. As well as a good product, the support along the way has been highly useful.
Versatility and Reliability
What do you like best about the product?
Zendesk is a reliable ticketing system that we have used for not only managing our emails from our customers but also we have used it as an IT ticketing support system to manage our IT requests. They allow you to configure your domain as you need to fit the needs of the business unit. Using it really makes it a versatile tool. They recently launched a new analytic platform EXPLORE that once you learn how to use it, it becomes a valuable took and a very configurable tool as well
What do you dislike about the product?
Sometimes when you put in a ticket to their support team, it can take them about 48 hrs to respond. By all means, not all the time, but there have been instances where a particular issue takes a bit of time to get some attention. On the flip side, I have had several stellar experiences with their support team.
What problems is the product solving and how is that benefiting you?
We needed a reliable service to handle all of our customer/member emails and a way to report on the work the staff does. Zendesk was a replacement for an antiquated email platform that was just so far out of date, and we were having constant problems and a severe lack of analytics. For a while, we also used Zendesk Support to handle all of our internal IT requests.
Zendesk Support Suite is really Awesome
What do you like best about the product?
Easy configuration, Macros, Fields, Chat and Talk, and other application integration.
What do you dislike about the product?
Almost I'm using Zendesk for a year, I don't find any such.
But one thing on Agents management in terms of Active and Inactive agents validation not possible without API.
But one thing on Agents management in terms of Active and Inactive agents validation not possible without API.
What problems is the product solving and how is that benefiting you?
.
Always getting the help I need
What do you like best about the product?
Support is friendly, and I get good answers to my problems. I've had some issues I couldn't find solutions to on my own, and Zendesk support has always helped.
What do you dislike about the product?
Earlier, the logging-in process felt a bit complicated; however, I think they've changed a bit now, and it's easier.
What problems is the product solving and how is that benefiting you?
We had an SPF/DNS fix, and I got a lot of help with that. We hadn't done that previously and noticed our answers aren't sending to customers as they should. The fix helped.
Great follow-through, support handled my needs
What do you like best about the product?
The agent was able to follow up with my original inquiry and explained that the engineers had resolved the problem, even though it was a very niche and specific issue.
This problem was something that was preventing our team from enabling certain features included with agent workspace, which we can now actively view with no problem.
Live chat was really helpful and were able to gather the required screenshots needed to get the issue resolved.
This problem was something that was preventing our team from enabling certain features included with agent workspace, which we can now actively view with no problem.
Live chat was really helpful and were able to gather the required screenshots needed to get the issue resolved.
What do you dislike about the product?
The time it took for this resolution to occur, my ticket was opened on March 23rd and a resolution was provided today, April 27th.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite for all of our incoming tickets, phone calls, and chats.
We've realized a lot of customers try to reach out to us outside of business hours.
Using flowbuilder and messaging will allow us to take the next step in our support service and serve customers 24 hours a day (hopefully).
We've realized a lot of customers try to reach out to us outside of business hours.
Using flowbuilder and messaging will allow us to take the next step in our support service and serve customers 24 hours a day (hopefully).
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.
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