Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Generally very good
What do you like best about the product?
Easy to create tickets, and a really good dashboard to track progress of all tickets
What do you dislike about the product?
No easy way to store useful details of the customers, ie hardware configurations, operating systems used etc.
What problems is the product solving and how is that benefiting you?
Provides an excellent way to manage customer issues and obtain feedback from customers on the quality of service provided.
Has been useful for what’s needed
What do you like best about the product?
It gets you by. It’s worked for everything we have needed
What do you dislike about the product?
Nothing as of yet. It’s been helpful with the positions that use it
What problems is the product solving and how is that benefiting you?
Technical support
Recommendations to others considering the product:
I would give it a try
Can be slow but gets the job done
What do you like best about the product?
I personally think the design of this interface is particularly nice and user friendly.
What do you dislike about the product?
Although this program was overall designed well. It becomes a complete mess when many people are using it or there’s an abundance of CS requests on the particular account.
What problems is the product solving and how is that benefiting you?
Solving issues with shipping, buying, etc.
Zendesk keeps our eye on the ball
What do you like best about the product?
Email-centric helpdesk helps us keep tabs on every interaction. I can respond from anywhere quickly.
What do you dislike about the product?
Interface is a but outdated and cluttered in some areas.
What problems is the product solving and how is that benefiting you?
We support a couple of thousand users across the world and handle about a dozen or so tickets a day. Very easy to use and keep track of tickets.
Recommendations to others considering the product:
We've used it on a small scale with only a few users. No experience with larger support desk.
Less difficult than other products, but still not totally comprehensive
What do you like best about the product?
I like that it's easy to open multiple tabs, sending cases is easy since the case link is the URL, and I like that there are customizable personal macros that I can create and use for myself.
What do you dislike about the product?
While I like the feature to open multiple tabs, it lags like no other, and there are a lot of cases where the cases doesn't save properly. I have had to change the default of my ticket to 'Stay on tab' so that the page doesn't close it in case it fails.
What problems is the product solving and how is that benefiting you?
I am using Zendesk Support to communicate with my customers, and it helps me organize my cases by date and status type.
Recommendations to others considering the product:
Tagging is super important, so setting up the proper tags would be the first step when organizing/setting up.
My experience with Zendesk Support
What do you like best about the product?
Ease of system administration and set up. It's easy for administrators to set up and support Zendesk to meet the majority of business needs.
Customer support. Zendesk provides easy accessibility and quick support when we need them the most.
Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes.
Customer support. Zendesk provides easy accessibility and quick support when we need them the most.
Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes.
What do you dislike about the product?
Limited functionality - Compared to some of the competitors out there, Zendesk has a long way to go, offering limited functionality such as advanced trigger logic, the limited use of the CC field, and the lack of integration between their chat and ticket reporting.
Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.
Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.
What problems is the product solving and how is that benefiting you?
Analytics - Reporting is only based off of ticket fields and hardly anything else. This makes it hard to really track agent productivity and more importantly, it is hard to integrate into your business intelligent systems.
Zendesk support agent
What do you like best about the product?
Its good to have a formal place to keep track off incoming comms, this does a perfect job keeping us organized.
What do you dislike about the product?
It can sometimes be a little tedious to create simple tickets, often times too many sub filters are required.
What problems is the product solving and how is that benefiting you?
An efficient way to track and answer your inbound support questions and concerns. It does save time.
Zendesk
What do you like best about the product?
I like the response time and transparency in the email support responses
What do you dislike about the product?
The price of the product in competition to others
What problems is the product solving and how is that benefiting you?
Trying to find a solution to help customers reach the company and its employees quickly to resolve any issues and communicate and needs
Zendesk review pros and cons
What do you like best about the product?
Easy to track the history of a client and the progress of agents. The Infusionsoft integration is tremendous.
What do you dislike about the product?
Support has been mediocre at best. That needs to be improved.
What problems is the product solving and how is that benefiting you?
Addressing customer issues and resolving problems. Has made it easier to track logs of clients and agents.
Recommendations to others considering the product:
The support needs to be improved in my opinion in order for it to be a worthwhile product.
Simple and fast software
What do you like best about the product?
I like being able to merge tickets, the basic layout is easy to use, I love the macros, social media post responses, pretty close to glitch-less.
What do you dislike about the product?
Not a fan of the reply structure, some customers have a hard time understanding how to reply. It's difficult to know if they received the message at all.
What problems is the product solving and how is that benefiting you?
Fast support, 24/7 availability, easy to use within the Zendesk app via mobile devices. We really could work from anywhere.
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