Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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The Zendesk incident management software could use improvement, but the support is stellar.
What do you like best about the product?
Whenever I have a question or a problem, the support staff are available via chat directly within the app, and respond immediately. In every situation, they were able to resolve my problem, and in a timely fashion.
What do you dislike about the product?
The application itself should have more enterprise-class features. The limitations on the number of shared views, for example, let alone the fact that these should be handled in a different manner.
What problems is the product solving and how is that benefiting you?
It's the support suite used by the company I'm supporting. That's about all I can add here.
Easy to Use and Setup
What do you like best about the product?
Easy set-up. The ease includes the phone setup. You can count on getting up and running in no time.l
What do you dislike about the product?
Other CRMs thread your customer interactions in a much more digestible way. In Zendeesk, if you want to see the history between you and a specific customer, you need to search for your customer's email/phone to see all tickets associated with them. This leaves you opening and closing multiple tickets to find the interaction you are looking for. It's a bit cumbersome and not efficient.
What problems is the product solving and how is that benefiting you?
Easy reporting is the biggest reason we went with ZenDesk. The built-in reports make it easy to gather and understand your data quickly. Your Agents will be able to digest this data with no problem.
I love how helpful the support agents are!
What do you like best about the product?
If you cannot find what you are looking for you can connect with a live agent to assist you! :)
What do you dislike about the product?
I tend to not be able to fin what I am looking for which means I have to talk to a live agent but all the live agents have been wonderful to work with.
What problems is the product solving and how is that benefiting you?
Loading of chat(I pull data to be able to see if my agents are doing what they should be)
Issue contacting our customers via ZD
What do you like best about the product?
Able to get a response within a relatively short window.
What do you dislike about the product?
Sometimes the issues are a little harder to explain in written form. I know this is probably easier for ZD agents to be able to respond, but can lead to a bit of back and forth
What problems is the product solving and how is that benefiting you?
Most of the time, the issues are things we can figure out. However, it's nice to know that we can reach out to support if we have problems. In this case, we addressed an issue that may be more painful in the future.
Well Rounded
What do you like best about the product?
Omnichannel support, well structured and easy Chat Bot builder, well structured and intuitive ticketing system.
What do you dislike about the product?
Support is slow, and response from the support team takes time, between every response many hours or days pass.
What problems is the product solving and how is that benefiting you?
One place to communicate with customers, solve and follow up on their issues, and minimize handling times by filtering unnecessary communications from customers that are answered by a bot.
Zendesk Support Suite full customer service solution
What do you like best about the product?
It's the feature that supports the empowerment to an agent.
What do you dislike about the product?
Support Suite has packaged full customer service solution that’s customizable depending on the needs of business. Can't think of anything dislikable at the moment.
What problems is the product solving and how is that benefiting you?
Problem with automatic and proper case/ticket distribution and uncustomizable wiki
Zendesk does everything
What do you like best about the product?
Very customizable, fits our needs, full suite of products
What do you dislike about the product?
I wish the interface wasn't so old school looking. Would like a more modern looking/feeling interface
What problems is the product solving and how is that benefiting you?
Knowledgebase, solving cases, routing between teams
An easy-to-use ticketing system for everyone
What do you like best about the product?
The simplicity and ease of use of the product. Setting up Zendesk was very simple, and managing it is a breeze. I rarely have to contact support, and it is usually.
What do you dislike about the product?
It is hard to think of a downside.. Once you start using it, you're not likely to switch away, so I could see that being a problem for some organizations. It may be difficult to switch to an alternative product after experiencing the greatness of Zendesk.
What problems is the product solving and how is that benefiting you?
Organization, big time. I can't imagine my life without a ticketing system, my email and Teams are a mess even now. I do not work on anything without it going through the ticketing system - it would be impossible to do my job at the current level of efficiency without it.
I love how customizable Zendek support suite is, but it will take some time to learn
What do you like best about the product?
We love the fact that reports are easily customizable and shareable, creating macros is intuitive, and it's an easy tool for our team to use and learn with no hassle.
What do you dislike about the product?
The fact that we can't have different macros for multi-brands, it's awful. We have to differentiate macros from our two brands by name, which is not ideal. The sync with social media isn't suitable for us either, it's not fluid, and we had to get a 3rd party tool to handle these.
What problems is the product solving and how is that benefiting you?
The ability to stay in touch with our users and to reach out to them every time we need. Track our team's progress. Learn from CSAT. Many more.
More on offer than Freshdesk
What do you like best about the product?
The system is capable and more sophisticated than other help center tools. I love the automation and level of detail you can track your support center tickets and requests.
What do you dislike about the product?
The admin area of Zendesk is very white. They underuse color. Using more color throughout the admin area to distinguish customer and staff replies would make the admin area easier to use.
What problems is the product solving and how is that benefiting you?
It allows use to track granular ticket data to ascertain exactly what is demanding our support team's time. Zendesk has a conditional form that I can force my staff to update for higher data accuracy.
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