Zendesk Suite
ZendeskExternal reviews
6,641 reviews
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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.
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.
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.
Easy, user friendly
What do you like best about the product?
It's easy to use and extremely user friendly. I like all the agent options like macros, triggers and automations.
What do you dislike about the product?
I wish things were more intuitive. Better roadmapping and updating features and tools.
What problems is the product solving and how is that benefiting you?
Customer service for internal and external customers. It allows us different brands that segments our support which benefits us.
Loving ZD Admin - but wishing for more tools to search content
What do you like best about the product?
I love the ease and intuitive-ness of being able to create triggers and automation that are customized to our team and the way we actually work. We can make the tool work for our team rather than shifting the way we work to accommodate the standard way tickets are set up to flow into the queue.
What do you dislike about the product?
Not being able to search within macro content. For example, if there's a phone number that's mentioned in 25 different macros and that phone number changes at some point, I want a clear way to search all macros for that phone number to easily be able to update the info.
What problems is the product solving and how is that benefiting you?
It seems that ZD is planning to bring in more AI which is fantastic because the more we can automate things and deflect common/simple questions from users, the more we can have our support agents spend their time solving more complex problems.
Zendesk suite support reciew
What do you like best about the product?
I like the additional features that are in the Zendesk Support Suite.
What do you dislike about the product?
As new features come sometimes they take away features that were useful to us
What problems is the product solving and how is that benefiting you?
Good customer service platform with omnichannel routing
A Great Support Product
What do you like best about the product?
This is s great product. What I like the most are the dashboards. They do tell us a lot and make reporting a lot easier. The AI powered answers are good too and combined with automatic ticket creation saves us a lot of time.
What do you dislike about the product?
I cannot think of anything to dislike. Maybe there are too many options and plans, but this may be a good thing since you should only pay for what you use.
What problems is the product solving and how is that benefiting you?
It is saving us a lot of time. The automation gives us more time to fo more important tasks. The dashboards make us more productive.
Streamlining our support into one place
What do you like best about the product?
I like the capability to customize how things route, how they're tagged, fields, etc. We use it for a lot of different clientele types so it's very helpful
What do you dislike about the product?
There are some limitations to how we can provide our support form to guests or clients
What problems is the product solving and how is that benefiting you?
We receive support requests from a lot of different client types so it helps us keep them all in one place and organized. It also allows us to have visibility into conversations.
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