Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Customer service made easy
What do you like best about the product?
The ease of setting up the system, as well as adding enhancements and updates for our teams has been key to improving our customer service experience.
What do you dislike about the product?
The confusion around traditional chat vs messaging.
What problems is the product solving and how is that benefiting you?
Emails, chats, social media interactions.
My experience with Zendesk is it’s great, but actual support for their product needs work.
What do you like best about the product?
It's many integrations and ease of use. They have a huge community and a comprehensive knowledge base.
What do you dislike about the product?
I dislike how bad the support is for their own product. Every time I reach out to their support team it takes a year and a half to get an issue taken care of.
What problems is the product solving and how is that benefiting you?
Zendesk helps with with several things. I like their suite of products, so I don't have to switch between apps. I can create a contact in support and it'll show up in sell.
Love the opts and customizations available
What do you like best about the product?
Zendesk allowed us to create an omnichannel environment for our customer service team, where on-house and 3rd party agents can work together to improve the customer experience.
What do you dislike about the product?
I do wish the reporting options are improved shortly. I need to be able to pull more data on agents' status and time utilization.
I am also looking forward to the customizable agent view, which is part of the flexibility that I've hoping for with Zendesk.
I am also looking forward to the customizable agent view, which is part of the flexibility that I've hoping for with Zendesk.
What problems is the product solving and how is that benefiting you?
It allows us to build a better customer profile based on their type of inquiries, and we are able to have all their interactions handy to optimize the resolution time.
Zendesk Service Suite looks amazing!
What do you like best about the product?
The data protection package is very important to us.
What do you dislike about the product?
There's really no downside. The only thing is that there's a lot of new stuff to learn.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite would make my job a lot easier.
Streamlined Support; Room for Further Improvement
What do you like best about the product?
+ Custom fields
+ Custom workflows
+ Streamlined interface
+ Constant product updates
+ Custom workflows
+ Streamlined interface
+ Constant product updates
What do you dislike about the product?
- Lacks some standard email management capabilities
What problems is the product solving and how is that benefiting you?
Email collaboration and ticket routing across internal teams
Good and effective but could use a few more features.
What do you like best about the product?
It's easy to use. I like the functionality of the system and it's easy on the eyes.
What do you dislike about the product?
I would like more options than on hold, pending, or open. There are multiple different situations where it would like to use a different status.
What problems is the product solving and how is that benefiting you?
We use it as an IT ticketing system. It makes it easy to follow the issue and communicate with our users.
Organized and Customizable
What do you like best about the product?
I absolutely love the Zendesk Support Suite for its versatile features. The ability to organize tasks using various views is a game-changer, allowing for streamlined workflows. Additionally, the inclusion of products like Explore for in-depth analytics and Chat for seamless customer interactions adds an extra layer of functionality that greatly enhances our customer support process.
What do you dislike about the product?
They split up certain areas such as where they keep email addresses versus previous orders that makes it a little more time consuming to navigate through when dealing with a live chat.
What problems is the product solving and how is that benefiting you?
the suite helps us communicate with our customers quickly and effectively as well as providing us with analytics of what our agents are up to. It helps with training our staff and implenting company policies.
Good integration between customer tickets and Guides
What do you like best about the product?
The Suite provides easy Integration between the Customer Support system and Guides ( documentation portal). Customers can looks for any useful articles before they raise a support ticket.
What do you dislike about the product?
There should have been a staging environment to publish the guides for internal reviews before we could push it to the production environment.
What problems is the product solving and how is that benefiting you?
Organizing and prioritisation of customer tickets. Maintenance and monitoring of tickets are quite easy.
The engineering team could easily fix the issues and communicate the resolution to the customers on a real-time basis.
The engineering team could easily fix the issues and communicate the resolution to the customers on a real-time basis.
Nee
What do you like best about the product?
Ease of accessibility and adoption makes it easy to train new users and update as needed to obtain more information.
What do you dislike about the product?
Basic Reporting features are not flexible for executive management information.
What problems is the product solving and how is that benefiting you?
Allows internal tracking of issues. Makes team accountable for resolution of customer satisfaction.
Great system for managing customer support
What do you like best about the product?
Having all of the built in metrics available in Explore has been a blessing to see where our team struggles and excels. There are lots of insights available.
What do you dislike about the product?
Does not play well with some other websites like NetSuite. Haven't been able to get live chat to work well.
What problems is the product solving and how is that benefiting you?
It is helping us determine priority of support requests so we can make sure the most important tickets are addressed first.
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