Zendesk Suite
ZendeskExternal reviews
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Zendesk
What do you like best about the product?
Zendesk is user-friendly and easy to do the admin things, and user navigation is easy
What do you dislike about the product?
There is no dislikes for zendesk, it is the very good product
What problems is the product solving and how is that benefiting you?
Zendesk helped me to communicate with customers very easily.
Zendesk Review
What do you like best about the product?
Agents don’t need to jump between tools to track conversations — they get the full customer context in one place, making it faster and easier to resolve issues.
What do you dislike about the product?
It brings together email, chat, voice, social messaging, and help center interactions into one interface.
What problems is the product solving and how is that benefiting you?
Agents can see the full customer journey and respond faster with context, avoiding duplicated efforts or inconsistent replies.
A Reliable CS Solution
What do you like best about the product?
The initial setup for email is simple and doesn't require much previous knowledge of the system.
It can be fairly customized regarding agent interaction and essential features are understandable when going through the admin center, with enough articles and guides to browse through and learn the basics in case any doubts come up.
It can be fairly customized regarding agent interaction and essential features are understandable when going through the admin center, with enough articles and guides to browse through and learn the basics in case any doubts come up.
What do you dislike about the product?
Some of the features for non-enterprise plans are a bit limited when it comes to tailoring some of the features, but it shouldn't be a problem for most businesses.
The learning curve for some of the more detailed features is a bit harder to go through, so implementation partners are recommended
The learning curve for some of the more detailed features is a bit harder to go through, so implementation partners are recommended
What problems is the product solving and how is that benefiting you?
It solves main user contact, help desk and knowledge base articles (both for AI and end users), internal escalation of cases as well as organizing user complaints and inquiries with views and queue-based routing.
User contact becomes traceable and easy to navigate, and reports help tracking the overall inbound volumes, efficiency in response times, form fields and tags make it easy to close cases for further quality analysis and evaluation of the company's performance based on reports that provide insights as to what are the most common contact reasons.
User contact becomes traceable and easy to navigate, and reports help tracking the overall inbound volumes, efficiency in response times, form fields and tags make it easy to close cases for further quality analysis and evaluation of the company's performance based on reports that provide insights as to what are the most common contact reasons.
Customizable and feature-rich
What do you like best about the product?
Zendesk's customizations make it easy for us to migrate from our existing solution, and add enhancements to increase our effectiveness.
What do you dislike about the product?
Licensing is a twice as expensive compared to our previous solution
What problems is the product solving and how is that benefiting you?
Tracking inbound requests from clients
A SOLID FOUNDATION FOR CUSTOMER EXPERIENCE MANAGEMENT
What do you like best about the product?
Zendesk support suite helps manage customer conversation across channels without the chaos. the ticketing system is smooth, automation saves time and reporting gives the insights i need to improve. it has helped my team stay organized, respond faster, and deliver better support overall.
What do you dislike about the product?
The interface while clean can feel a bit clunky when managing a high volumes of tickets. some features like reporting and customization aren't as flexible as i would like and often require workarounds or extra tools.
What problems is the product solving and how is that benefiting you?
Zendesk support suite helps solve the challenge of managing customer support across multiple channels. Instead of juggling emails, chats, and social messages in separate tools everything is centralized making it easier to track, respond and resolve issues quickly. It also helps with team coordination.
Decent application with room to grow
What do you like best about the product?
I really like how Zendesk Support keeps all the customer conversations in one place, it makes tracking, filtering issues so much easier
What do you dislike about the product?
The reporting side can feel a bit limited sometimes, I wish it had more flexibility without needing too many extra add-ons.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps me manage customer queries from email, chat, and social all in one place, so nothing gets missed. It’s made our response times a lot faster and the team works more smoothly together since we’re not jumping between different tools. I appreciate being organised and thats what i appreciate most about the application
Good tool to manage global support for your customers, can be shined up a little bit
What do you like best about the product?
- Easy ticket management
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
What do you dislike about the product?
Cons:
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
What problems is the product solving and how is that benefiting you?
- Help desk management
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
Clear & concise linking requests to the right department
What do you like best about the product?
Clear and easy to navigate. I'm able to create tickets fast, link documents i need, and organize everything for the support department to know the details of my ask
What do you dislike about the product?
I dont do the integrations, but I wish following a ticket was easier and individually notified in Slack
What problems is the product solving and how is that benefiting you?
It allows Customer Success Managers to create tickets from our clients to our Technical Support staff
Zendesk - One stop for ticket management
What do you like best about the product?
Flexibility of Ticket Management, Integration is quite simple
What do you dislike about the product?
Performance is slow and it impacts Productivity issues
What problems is the product solving and how is that benefiting you?
Helps as a Ticketing tool for tracking, Analyze the tickets and prepare data trends
Zendesk review
What do you like best about the product?
Every cx request becomes a trackable ticket
What do you dislike about the product?
Overly complex reporting, and high cost for features
What problems is the product solving and how is that benefiting you?
Lack of context
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