Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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The proven leader in client/end user support & customer service platforms!
What do you like best about the product?
Zendesk has a solid mobile and web app. We like utilizing email transport to funnel support requests into the portal, where we can manage the scope of all support needs and requests, centrally.
What do you dislike about the product?
Zendesk has a little work to do with its Teams integration but they've been responsive in communicating their roadmap for continued development in this area of the platform.
What problems is the product solving and how is that benefiting you?
Zendesk helped us take our support requests out of individual Slack/Teams chats 1:1 and land those centrally, where our entire team has insight and viewability.
The ALL in one suite
What do you like best about the product?
Everything is easily accessible and grouped be it support documentation, ticket support, or even telephone and livd chat.
What do you dislike about the product?
Only thing I wish was that live chat was more easily accessible and configured (similar to intercom)
What problems is the product solving and how is that benefiting you?
Easily allowing support ticket inflow, responses, pre filled details and assignment. Additionally customer support documentation hosting.
Super helpful for keeping everything in one place
What do you like best about the product?
I'd say the most helpful part of Zendesk Support Suite is being able to have all of our outlets accessible for replies in one place. I've used Zendesk at two companies and this has been invaluable.
What do you dislike about the product?
The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.
What problems is the product solving and how is that benefiting you?
Allows our customer service manager to reply to customers quickly and she's able to track all conversations so nobody is left unanswered.
View from a Fintech Customer Support Manager
What do you like best about the product?
the best aspect to me about ZD's Support Suite is the capability of having all active agent channels in one software for better communication transparency & organization of customers interactions
What do you dislike about the product?
I just came back to using ZD after my first usage starting in 2012 & it seems to me that with the additional features, there's a lot more bugs that can be problematic
What problems is the product solving and how is that benefiting you?
it solves the headache of organizing day to day service interactions with our customers since it does this for us automatically being the one CRM we use to communicate with all customers
Intuitition built in one application
What do you like best about the product?
Everything channel of communication is centralized and easy to access in order for staff and managers to get together and answer help tickets in the best way.
What do you dislike about the product?
There is a small learning curve in order to adjust the admin settings to best suit your team but it is a small learning curve.
What problems is the product solving and how is that benefiting you?
It is organizing all of my tickets into manageable piles of work
A robust and easy to use Ticket Management System
What do you like best about the product?
It allows to create a handful of business rules that allow a seamless experience to the agents and at the end of the day to the customer we serve as a software company.
What do you dislike about the product?
At the moment, I would like many features that are offered via third-party applications, to be developed natively; this would allow a simpler configuration fo the tool.
What problems is the product solving and how is that benefiting you?
It allows the company to serve our customer base when they have technical support inquiries and streamlines all the internal processes that guarantee effective and quality response interactions.
An excellent suite for Enterprise or small business use
What do you like best about the product?
I really like that I can split up my departments by "Brands". This helped in adoption of the product as it gave my users ownership of their specific areas. The knowledge base functionality is key and a great feature as well. Besides an IT knowledgebase I have other brands that are working on their own knowledgebase articles. The ease of use makes it possible to grow user education in a meaningful manner.
What do you dislike about the product?
I would say the admin panel is a bit to get up to speed on. I had issues finding areas or knowing just what I needed to do to accomplish a task. The product does a lot and if you have any issues contact support or you'll be missing out on features.
What problems is the product solving and how is that benefiting you?
My users can submit tickets for technical issues they are having as well as Facility issues, Quality issues and so on for the other departments. We are able to track issues and trends and come up with solutions as needed.
Love Zendesk. Taking automation and organizing to the next level!
What do you like best about the product?
How you can have a team stay updated on every update that comes in and how it integrates with Zapier
What do you dislike about the product?
Honestly can not think of anything else right now
What problems is the product solving and how is that benefiting you?
We have all the updates come into our support email that multiple people can view and then we have it make a task in basecamp through zapier.
Perfect for Customer Success Team
What do you like best about the product?
The ability to quickly respond and update customes regarding the status on their ticket. Super fast and easy to do.
What do you dislike about the product?
Nothing sticks out, but we don't use the Talk Feature as it was a little confusing.
What problems is the product solving and how is that benefiting you?
It is solving the ability for us to not have to host our own Knowledage base. As a small start up, it made sense for us to use a third part to host support docuemntation.
Zendesk helps us efficiently manage our customers' support requests.
What do you like best about the product?
Zendesk helps our team manage inbound customer requests. These requests can be simple questions about the product (usability, technical questions), errors/issues, billing, etc. The tickets are easy to manage in the Zendesk interface, which helps ensure that all customers receive a response in a timely manner. We are able to triage the ticket according to the request and get it to the correct person or team to review and respond.
What do you dislike about the product?
Many suspected spam tickets are suspended, which is great; however, I would like to have more control over what gets suspended vs not. There are tickets that are suspended that I would prefer to not be held and others that I would always want to be deleted instead of being suspended or created as a new ticket. Having the ability to set rules and filters based on the subject or content of an email would be great.
What problems is the product solving and how is that benefiting you?
Zendesk allows our customers to self-help due to the knowledge base, but also allows them to submit a ticket if additional assistance or support is needed. Once a ticket has been submitted, it's easy to manage and respond. This helps us gain efficiency while improving the overall customer experience.
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