Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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Very helpful
What do you like best about the product?
The speed and the follow-up email you receive after chatting with them
What do you dislike about the product?
Their help centre is rathe scattered and not-so-easy for somebody who is completely new to the platform
What problems is the product solving and how is that benefiting you?
We are responding to our customer enquires with Zendesk and we have our help centre with them too
Recommendations to others considering the product:
Purchase the most expensive plans if you want to make real use of the platform
Great Support
What do you like best about the product?
Their support is easy to access. Just click on chat, and you have a member that can connect to your setup. I love that their help docs section is so large. Ask it a question, and you will see a ton of answers from other users as well.
What do you dislike about the product?
Reporting- The reports are hard to get out very common metrics. I wish they had canned reports for typical KPIs around the support use case.
What problems is the product solving and how is that benefiting you?
We are able to support a very large customer base.
It took some time but all over good experience
What do you like best about the product?
Solution / offered to give further to dev team top
What do you dislike about the product?
Unclear and dumb start. Really illogical questions asked
What problems is the product solving and how is that benefiting you?
Refreshing with zen desk sell app does not work. Dev team is informed
Recommendations to others considering the product:
Get someone who used it already so you know all the tricks
Quick Chat Support, Decent Ticket Resolution
What do you like best about the product?
Short queues and quick replies on Live Chat. I never have to wait long to speak to a representative, and they do work diligently to solve my request without having to escalate it to a ticket. Their knowledge base is extensive and highly detailed as well; I am usually able to solve most problems myself without even having to chat with someone!
What do you dislike about the product?
Whenever a chat agent does have to escalate an issue to their team, their response time plummets. At times they get back to you quickly, but other times it can take days or weeks; often, I need a resolution far sooner than that. I typically avoid putting in a ticket at all costs for that reason.
What problems is the product solving and how is that benefiting you?
Zendesk offers many tools that help streamline the support process and integrates well with other software that we use. I find that over other support products, Zendesk in particular makes it incredibly easy to take a company from the start-up stage through massive growth.
A helpful and fast Support
What do you like best about the product?
Quick reply on the email and understanding the issue.
What do you dislike about the product?
To be honest, there was nothing to dislike, but i think the different time zones will affect the quick reply
What problems is the product solving and how is that benefiting you?
I had integrated one of Zendesk's marketplace applications with our product.
Has been very helpful and diligent on following up with my issues.
What do you like best about the product?
Has been very helpful and diligent on following up with my issues.
What do you dislike about the product?
Chat feature is not available for the most part.
What problems is the product solving and how is that benefiting you?
I'm having trouble in Report Generation through the Dashboard which was previously created by my colleague and is not currently showing any data. Still awaiting a response.
7 year user, still love the product
What do you like best about the product?
The most helpful feature in our Zendesk instance is the ability to create custom rules to add functionality specific to our use cases. For example we use a feature we call "boomerang" to automatically re-open tickets that have been in the "On Hold" state for 7 days.
We've also implemented a "handoff" view so that you can flag tickets that require assistance from colleagues or to ensure visibility while out of the office.
We've also implemented a "handoff" view so that you can flag tickets that require assistance from colleagues or to ensure visibility while out of the office.
What do you dislike about the product?
There isn't really anything to dislike about our set up, but a cool feature would be to improve collaboration. For example if multiple users could work on a draft response at the same time (think Google Docs style). There are some other features that would be great for collaboration, but the flexibility of custom views and rules make it easy enough to fill that gap. In the field below I've mentioned some of the custom workflows we have implemented to better collaborate on tickets.
What problems is the product solving and how is that benefiting you?
Our main usage of Zendesk is to provide end user support. Even though we only have 2 users, there's a clear use case over direct email in terms of collaboration and hand off for holiday/sick coverage. Monthly reports allow us to track customer engagement and highlight when there's a need to proactively get ahead of a dire situation.
Erwin in Zendesk support is great!
What do you like best about the product?
Erwin listened to my questions and provided helpful information and relevant articles that would help me solve the issue I am running into.
What do you dislike about the product?
Nothing, for a chat, it was terrific. It's always preferable to get on the phone with someone when discussing particular needs, but in this case, the chat function worked well.
What problems is the product solving and how is that benefiting you?
I am looking to integrate a newly created Help Center guide into our web widget/chat
Quick and Accurate response
What do you like best about the product?
Very quick and accurate response that helped me figure out the problem.
What do you dislike about the product?
Nothing. I was number 9 in line and it only took about 10 minutes to receive a response.
What problems is the product solving and how is that benefiting you?
I was solving a problem in regards to agent type.
Very quick response and resolution to my login issue
What do you like best about the product?
Easy to use interface. Easy to collaborate with coworkers.
What do you dislike about the product?
Nothing stands out as a negative. I've used it at two different companies and have had a wonderful experience at both.
What problems is the product solving and how is that benefiting you?
I am handling internal and external support issues. ZD makes it easy to collaborate with coworkers and reference past issues.
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