Zendesk Suite
ZendeskExternal reviews
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Solid product with great support
What do you like best about the product?
There is a good deal of ways to achieve your goals without making things over complicated.
What do you dislike about the product?
With most applications, there are limitations that sometimes require creative solutions.
What problems is the product solving and how is that benefiting you?
We utilize the Support suite for a wide variety of client support needs. It's quick and easy to configure for new clients and keeps things simple for our employees providing the support.
Great omni-channel experience!
What do you like best about the product?
Love the ease and the ability to add other apps that are specific to our use-case.
What do you dislike about the product?
There are so many different tiers to Suite licensing that it's incredibly confusing what is and what isn't available to us. I would prefer to see what I have access to and what I don't.
What problems is the product solving and how is that benefiting you?
We are communicating with customers through voice, chat, and email. Suite allows us to combine all of this in a way that makes sense and reduces the work agents have to do.
Very helpful!
What do you like best about the product?
Support Suite is intuitive and easy to use!
What do you dislike about the product?
There are no do dislikes or downsides to Support Suite I can think of.
What problems is the product solving and how is that benefiting you?
I am able to solve many reporting issues I have
Support Manager
What do you like best about the product?
The best ticketing system we ever have. One thing I like about the automation, triggers, and macros which make our agents' life easy.
What do you dislike about the product?
Unable to merge organizations, many duplicate organizations are created in error, and there is no way we can merge them.
What problems is the product solving and how is that benefiting you?
There are a lot of benefits to using Zendesk. If you have a global issue then you can create a problem ticket and link other incidences to the problem ticket. Once the issue is resolved you just need to solve the problem ticket and other linked incidences will close automatically.
Recommendations to others considering the product:
I love Zendek and encourage others to go for it.
Support made easy
What do you like best about the product?
unified workspace providing easy use for agents
What do you dislike about the product?
complicated set up with many options to manage
What problems is the product solving and how is that benefiting you?
removing dependence on shared inbox and adding accountability for customer service
Zendesk Support Suite - omnichanell
What do you like best about the product?
All communication with the client and internal communication regarding a given case is available in one common place.
We are able to quickly check all relevant customer data in one place.
Open api - gives you the opportunity to create your own integrations
over 1000+ ready integrations with other systems
We are able to quickly check all relevant customer data in one place.
Open api - gives you the opportunity to create your own integrations
over 1000+ ready integrations with other systems
What do you dislike about the product?
It is not possible to create documents directly in the Zendesk system - it is possible only with the use of an additional applicati
What problems is the product solving and how is that benefiting you?
Ongoing customer service, after-sales, accounting and complaints.
Support is available through all available channels.
Benefits:
-no need to switch between communication channels
- you do not need to switch between programs if I want to read the customer's story with our company
- reduced FRT
- every access to the full history of contact with the client
- extensive reporting that gives you almost endless possibilities
- seamless integration with our internal solutions
Support is available through all available channels.
Benefits:
-no need to switch between communication channels
- you do not need to switch between programs if I want to read the customer's story with our company
- reduced FRT
- every access to the full history of contact with the client
- extensive reporting that gives you almost endless possibilities
- seamless integration with our internal solutions
My experience with Zendesk has been a pleasant one, but there are some things that could be improved
What do you like best about the product?
Zendesk's flexibility and range of different solutions and the fact that we can trust it wouldn't crash/block if we 'overuse' it.
What do you dislike about the product?
Getting in touch with the support team..
What problems is the product solving and how is that benefiting you?
We are keeping everything in one place and we don't have to worry about multiple tabs being open at the same time.
Great tool for customer facing, not fully ITIL
What do you like best about the product?
The ease of use, the easy interface, the easy on boarding of users, and the vast amount of reporting features to name a few.
What do you dislike about the product?
Not fully ITIL, does not have essential ITIL tools.
What problems is the product solving and how is that benefiting you?
Great customer facing tool.
Poorly implemented, bad support, inconsistent, promises far more than is made available
What do you like best about the product?
UI from an agent's perspective is clean and easy to use.
What do you dislike about the product?
There are a few quality of life improvements that have been mentioned many times in the community - Zendesk would do well to action these.
What problems is the product solving and how is that benefiting you?
We are integrating all brands across our group into one Zendesk instance as we streamline our customer support approach.
Zendesk Review
What do you like best about the product?
Excellent customer support and responsiveness
What do you dislike about the product?
Too many options in explore, difficult to grasp
What problems is the product solving and how is that benefiting you?
Triggers and automations.
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