Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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Some of The Best Support You'll Find
What do you like best about the product?
The support team went above and beyond to help us get our account working. Even with few details on the information needed to access the account and despite the fact that it had been lying dormant the team helped get the account up and running. Kudos guys!
What do you dislike about the product?
- Built for larger enterprises
- There are cheaper options out there
- More complicated to set up and manage than a lot of the fresher suites in the market
- A little expensive compared to competitors
- There are cheaper options out there
- More complicated to set up and manage than a lot of the fresher suites in the market
- A little expensive compared to competitors
What problems is the product solving and how is that benefiting you?
We needed a platform to solve user queries in an agent-assisted + self-help medium, and Zendesk Support Suite allows us to do both on one platform. Still need to check whether Zendesk has a chat option for clients.
Easy CX Tool to Manage and Setup
What do you like best about the product?
ZenDesk's strong points are that it's easy to setup without requiring detailed technical knowledge or IT support to configure. If you're a manager for a team that requires Support Suite, you'll be able to set it up on your own by going through the documentation.
What do you dislike about the product?
Because of ZenDesk's low-code approach to setting up the tool, there can be times where you can't configure ZenDesk exactly as how you want. But that is a small thing compared to the pros of this software.
What problems is the product solving and how is that benefiting you?
Support Suite is helping us to better manage our variety of customer requests in a streamlined and automated way. This has allowed better tracking of our staff's performance and staffing needs as our business scales.
Great platform for support needs
What do you like best about the product?
I've used Zendesk for quite some time, and one of the things I like the most is how versatile it is. It can be used by various teams, each with its own set of SLAs, schedules, and forms. The system can easily be configured to meet your requirements and updated as those requirements change to meet any new needs. They provide full reporting functionality right out of the box, with the ability to create customized reporting with an easy-to-use interface. You can also configure a fully functional help center with support articles that can be segmented based on user and agent attributes.
What do you dislike about the product?
There are a few quirks, like moving an agent from one group to another, that will cause all tickets assigned to that agent to be reassigned back to the original group, along with some features like round-robin ticket assignments that you have to find 3rd party apps from the market place to support.
What problems is the product solving and how is that benefiting you?
We use Zendesk to help track support request trends and future staffing needs basing on previous years. We can automate round-robin ticket routing with a third-party app to our various support teams and monitor our interactions.
Zendesk is the King of Customer Support Platforms
What do you like best about the product?
Zendesk Support Suite makes it easy to communicate with customers efficiently and professionally. It also allows us to report on much-needed data from our tickets. The triggers and automation capabilities save us hours of work everyday.
What do you dislike about the product?
A downside would be a lack of planning when implementing new features. The new features are excellent, but sometimes gaps in the new features can cause setbacks.
What problems is the product solving and how is that benefiting you?
Zendesk just implemented a new custom statuses feature which has simplified our workflows immensely! Now they are working on implementing custom statuses based on groups which will further streamline our agent experience.
Very good support and good product!
What do you like best about the product?
good interface, easy usage, and also design is very nice!
What do you dislike about the product?
There is noting to dislike so I do not know
What problems is the product solving and how is that benefiting you?
Chatting with customers
Incredible and must have tool for Support
What do you like best about the product?
Zendesk Support is one of the best tools I have worked with. It is simple, intuitive and easy to work with. The User Experience in uncluttered and leaves a positive impact.
What do you dislike about the product?
The pricing is too high. Chatbot is yet to scale up and then
What problems is the product solving and how is that benefiting you?
Customer interactions in one place. Integrated suite of tools
I contacted them by chat and in minutes gave me a solution to my issue
What do you like best about the product?
The agent know its product and have the possibles solutions that are well explained
What do you dislike about the product?
I don't dislike the assistance actually.
What problems is the product solving and how is that benefiting you?
One of the agent had problems when sent hers message, as the html code of the signature was showing. Once it was solved, the agent started working again
Easy for Email Support
What do you like best about the product?
UI is amazing. Easy to understand and user-friendly.
What do you dislike about the product?
At times takes a lot time to load if the data is a lot in a ticket
What problems is the product solving and how is that benefiting you?
In my company we use Zendesk as a tool for Email support system for our customers. It is easy in generating tickets and data is intact always. You can also customize
Zendesk is your feature rich Customer service solution.
What do you like best about the product?
Zendesk system is the best solution to manage and serve your customers effectively. It's a feature-rich solution where all the functionalities are unified and easier to maneuver quickly to be more productive and efficient in serving customers.
What do you dislike about the product?
Actually there is nothing in Zendesk that i didn't like, all the features in there were as expected, however the only thing about Zendesk was that it does not have our local PNG telecos integration capability which means that we couldnt use the international numbers provided, so we had to upgrade our current PABX to enable compatability.
What problems is the product solving and how is that benefiting you?
We used to have two separate systems where calls were taken differently from the tickets. The previous system could only integrate with emails and nothing else, which means that all our customer queries were received only through phone calls and emails. Usually, calls are dropped; with Zendesk now, we have opened up different channels where customers can raise their queries. The most notable and more accessible tracks are Facebook and WhatsApp, making it easier for customers to register their questions.
It has all that you need
What do you like best about the product?
All things you can set to support our customers experiences.
What do you dislike about the product?
For someone not very techy, some features can be very hard to understand or apply.
Also, some apps are not enough support, for example Asana.
Also, some apps are not enough support, for example Asana.
What problems is the product solving and how is that benefiting you?
The triggers, the multiple brands, the fact that my team can create/edit user profiles or organizations profile.
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