Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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Detailed support
What do you like best about the product?
I appreciate the ease of contacting a live agent directly, but I also appreciate the chat bot's attempt to match my topic of concern. Also, I love the number of community and team knowledgebase articles available.
What do you dislike about the product?
I am not in love with the amount of time it can take for an agent to respond to my request, and I used to be able to respond to the ticket in my email, but for some reason, I guess that functionality has been discontinued.
What problems is the product solving and how is that benefiting you?
Support was able to help me resolve a minor concern with auto-assigning unassigned pending tickets. I've contacted many times before, and am usually very satisfied with the response.
Taylor G. is the Greatest Asset to the ZD Support Staff
What do you like best about the product?
I like Taylor G the best. He is the third support staff member that I spoke with and the first to offer me a full resolution. I don't have admin rights to our account so Taylor not only sent me the links to the articles discussing how to fix our problems he also sent screenshots so I could pass those on to our admin. He was timely, he was considerate--everything that I want and someone who is supporting me.
What do you dislike about the product?
Getting support through a widget it's undesirable. I don't know if I'm going to get someone who only has minutes left in their shift so I won't get answers and they don't tell you when they leave.
What problems is the product solving and how is that benefiting you?
Messaging issues
Experience with zendesk
What do you like best about the product?
I like the best when you can easily find the solved and closed ticket to get your monthly performace and also I like using the macros on the zendesk since they are very easy to use
What do you dislike about the product?
i quite dislike the zendesk when I'm using the play button since it cannot respond accurately when there's so many users who are active and cannot assign ticket to you properly
What problems is the product solving and how is that benefiting you?
The request of every client were able to solve using this zendesk and it is very user friendly that we can get our quotas for the job and we can also meet the expectations of clients
Really Great
What do you like best about the product?
It's easy do use and very helpfull, think its the best ferrament I've used
What do you dislike about the product?
There's a few problems, actually, more like bug
What problems is the product solving and how is that benefiting you?
There's always updates
Great help desk, rightfully an industry leader
What do you like best about the product?
Its user interface is so easy to understand I was able to hit the ground running with very little to no learning curve.
Its ability to integrate slack conversations and Jiras is beneficial for my occupation.
Custom views are incredible and let me choose how I want to see my tickets.
Its ability to integrate slack conversations and Jiras is beneficial for my occupation.
Custom views are incredible and let me choose how I want to see my tickets.
What do you dislike about the product?
The 'talk' feature is pretty inconsistent; we often experience dropped calls and clients unable to hear us or vice versa. Sometimes the client calling our support line will show up as a suspended user, and Zendesk will not record the call.
I also strongly dislike how there is no native application for Zendesk, so I'm not able to get notifications to my computer via email, an outdated medium for notifications.
I also strongly dislike how there is no native application for Zendesk, so I'm not able to get notifications to my computer via email, an outdated medium for notifications.
What problems is the product solving and how is that benefiting you?
Helps solve the tracking and reporting issues regarding the CRM I work with.
Keeps all communications with clients in one spot which is a wonderful experience.
Keeps all communications with clients in one spot which is a wonderful experience.
Awesome Experience from Zendesk
What do you like best about the product?
The FAQs and suppprt articles are very rich and the agents are very efficient
What do you dislike about the product?
Nothing so far. This review link is very lagging and slow
What problems is the product solving and how is that benefiting you?
I am not well knowledgeable to answer that
Zendesk is simply the best
What do you like best about the product?
My company had Zoho when I joined 3.5 years ago. I assessed all the competition and selected Zendesk. My department has expanded from 100 tickets a month and 2 reps, to 350 tickets a month and 5 reps and Zendesk has just made it easy. On top of that the customer support, knowledge base, and community support is top notch. I run customer support for a large company and have been consistently impressed with Zendesk.
What do you dislike about the product?
I can't really think of any. Any issues I've had have been resolved quickly. Your solution is the best out there.
What problems is the product solving and how is that benefiting you?
Managing 4 different brands, 5 different people in 4 different locations around the country, hundreds of tickets per month. It allows us to respond to our customers and achieve a 98% customer satisfaction rating.
Easy to use
What do you like best about the product?
It helps to automate manual tasks, routing and quick service to customers. There is a slight learning curve, and with Zendesk providing on-demand training to agents, it saves time to the business.
What do you dislike about the product?
Getting help from their support team can be a wait, especially when you need answers immediately. Help articles can be a bit taxing to navigate as there are articles by the Zendesk team and articles by the community with conflicting information.
What problems is the product solving and how is that benefiting you?
Streamlining the customer support team with processes that help them serve more customers and providing self-service to our customers, deflecting tickets requiring simple answers.
a useful crm program and its supports work
What do you like best about the product?
There are fast and solution-oriented employees. Even when they cannot support our support requests, they convey that they are open to development. This shows how much they care about the customer.
What do you dislike about the product?
I don't like situations where there are no immediate solutions to our support requests for certain issues. They want us to forward it to the development teams via the public forum. When I follow this forum, I see that it has been resolved, but I would like to convey it from a more private area.
What problems is the product solving and how is that benefiting you?
language options and wide range of applications really work for us.
Problem met with understanding
What do you like best about the product?
You meet an agent who will take your issue seriously and will actively look for a solution that fits your need.
What do you dislike about the product?
The confusion of where to initiate the contact with support "get help" and "support help center" are too similar in wording and could be differentiated a bit more clearer
What problems is the product solving and how is that benefiting you?
Zendesk support suite is making sure I can do my job and that I will receive help whenever it is needed, knowing that things will be handled makes my performance go up as I don't need to worry about the technical aspect of the site
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