Zendesk Suite
ZendeskExternal reviews
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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!
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
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