Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Amazing Product
What do you like best about the product?
Zendesk has revolutionized the way our company supports our customers. We previously used a very antiquated version of CRM solutions. Zendesk Suites tools, such as customer profiles, knowledge, and agent response macros has made our customer support a streamlined expereience for both our agents and customers.
What do you dislike about the product?
The set up of the system can be difficult if you do not have much expereince setting up systems and working with the back-end of email platforms. The customer is expected to do the majority of the on-boarding themselves using Guides online.
What problems is the product solving and how is that benefiting you?
Zendesk Suite has given us one platform to house all of our customer interactions. Previously we used complicated methods of trying to track all of our customer service.
A great tool!
What do you like best about the product?
ZenDesk has allowed us to quickly communicate with users via macros, making the process much faster.
What do you dislike about the product?
It would be helpful to be able to format the signatures, ie. use hyperlinks.
What problems is the product solving and how is that benefiting you?
ZenDesk helps us communicate with thousands of graduates and families about All-University Commencement in an efficient manner.
Best customer support solution there is!
What do you like best about the product?
Zendesk is definitely the "heart" of our customer support department. We use it for email, phone and live chat support. I also love how easy it is to set up templates, automation and triggers to improve and help resolve tickets faster. Our company also uses their FAQ tool so we can provide users with the latest guides about our product. We've been using Zendesk for about 5 years now planning to keep doing so.
What do you dislike about the product?
Sometimes, it is hard to use their search feature. It's the only thing I struggle with when using the service, really. Good thing is their team is always willing to help and improve the platform.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk helps us to solve is support ticket management. We receive a high number of tickets on a daily basis and need something to help assign and solve tickets faster. Zendesk does just that. Because of how easy it to use, we've been able to improve our First Reply and Full Resolution times.
Zendesk is super easy and affordable
What do you like best about the product?
Everything is in one place, and it is super easy to manager our client care care team.
What do you dislike about the product?
I dont love the analytics platform, i wish it was a little more like excel.
What problems is the product solving and how is that benefiting you?
I like that everything is in one place.
Best Support Suite
What do you like best about the product?
The ability to view other co-workers who are working on a ticket at the same time and easier collaboration.
What do you dislike about the product?
I wish that we had the ability to forward emails externally in an easier way.
What problems is the product solving and how is that benefiting you?
The ability to solve tickets in a faster manner while also making it easier to work on multiple tickets at once.
Great to track open items
What do you like best about the product?
The ability to write internal comments on tickets and tag people allow for all communication on a ticket in 1 place
What do you dislike about the product?
Some of the integrations with other systems could be more robust.
What problems is the product solving and how is that benefiting you?
Centralized place for clients to ask questions and get resolutions. Also easy to identify when new knowledge base articles would be useful.
Amazing and easy to handle
What do you like best about the product?
Sooth system i really enjoy the simple concept
What do you dislike about the product?
The way i can quickly assist customers with issues
What problems is the product solving and how is that benefiting you?
The way to manage volume
Must need to scale your ticketing system
What do you like best about the product?
The quick start and ease of use, even for novices of ticketing systems. We were able to scale our support agency-wide in a matter of days, quickly meeting our emergent needs.
What do you dislike about the product?
The additional costs for each feature. If I knew how to implement them easily, I might splurge on the cost.
What problems is the product solving and how is that benefiting you?
Ticketing helpdesk questions/problems after a new software implementation
Great tool for customer service!!!
What do you like best about the product?
Zendesk Support Suite is very user friendly andit manages our customer messages effectively. The tickets are so easy to manage that's why it helps us ensure that we can reply to customer issues in a timely manner.
What do you dislike about the product?
I really don't have something that I dislike in Zendesk support suite. ZD is a powerful platform and I'm still experimenting and looking for other ways to maximize ZDs features.
What problems is the product solving and how is that benefiting you?
Isssues with receiving customer messages, this helps us because we need to respond to our customer tickets in a timely manner to avoid customer dissatisfaction.
Zendesk Support Suite is easy to use - makes for successful, organized, and timely communication!
What do you like best about the product?
I like the AI summary feature! It's helpful when trying to get a pulse on a longer thread of communication. I also appreciate the task bar and how it assists in organization and task management.
What do you dislike about the product?
I do not like the order of notes on the screen, as it now lays them from oldest to newest. I also do not like how URLs cannot be "hyperlinked" within the organizational level of Zendesk.
What problems is the product solving and how is that benefiting you?
AI is making summarization faster and therefore leaves me with more time for me to give my clients. Also, it makes it extremely easy to stay organized and keep customers and coworkers happy!
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