Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Zendesk and Guide feedback
What do you like best about the product?
Very easy to use. Communicate and collaborate easily.
What do you dislike about the product?
The administration center is hard to navigate and the Guide center lacks advanced editing tools.
Slow at zendesk support agent reply time.
Slow at zendesk support agent reply time.
What problems is the product solving and how is that benefiting you?
The Zendesk support suite allows us to provide quick and easy ways to support our customers. It is easy to manage and check all the support metrics.
A straightforward ticketing system with extensive customization possibility
What do you like best about the product?
Most of the configuration is easy to start using out of the box.
What do you dislike about the product?
The different product offerings can be a bit confusing to navigate.
What problems is the product solving and how is that benefiting you?
Zendesk has the distinct ability to be extended and customized very well. As long as you are willing to learn how Zendesk works, they provide the tools you need to develop the product.
Great Customer Service
What do you like best about the product?
There are different features you can use with ZenDesk. This is great for reaching your clients and having a phone and chat system in place.
What do you dislike about the product?
Sometimes searching for the features are not the easiest.
What problems is the product solving and how is that benefiting you?
When I was unabe to be on ZenDesk and had issues connecting, they were great about getting back to me within 15 minutes.
Zendesk support Suite is good with various cool features albeit a bit expensive
What do you like best about the product?
Integrated Email support, Voice support and Live Chat support and ease of integration with various CRM systems.
What do you dislike about the product?
Cost is on the higher side. Tech Support is not quick and responsive, Tech Support can definitely be improved.
What problems is the product solving and how is that benefiting you?
We needed a easy to use Livechat solution as well a Help Guide (customer help desk portal) and Zendesk support Suite has a Live Chat as well a Help Desk guide that is easy to use.
Fast, Quick and Correct answer
What do you like best about the product?
The help pages are great, but you do end up down a rabbit hole. I spent a few hours trying to workout why my emails were not forwarding, and then jumpped to Live Chat.
What do you dislike about the product?
Nothing they were very quick to respond. This was what I needed.
What problems is the product solving and how is that benefiting you?
Bringing all our media channels into one place.
Head of Support
What do you like best about the product?
Europe based data storage is something not to be underrated during the times of data privacy topic being so burning.We could not risk stroing the data of our Users in servers based in places that do not comply with our values and regulartions.
What do you dislike about the product?
The transition has not been quite smooth - it would be nice to have it all communicated very clearly what is the benefit of Suite and how to fully make an advantage of it.
What problems is the product solving and how is that benefiting you?
We mostly cared about the localization of our data storage - wanted to move them as far as possible from the USA and bring them closer to Europe, knowing that choosing EU-based Data Centers made the Suite very attractive for us.
Zendesk provides a good, comprehensive support suite
What do you like best about the product?
There are a lot of built in features that just work. We used for our support folks and it provided a nice online chat feature, queue as well as all the case and admin features you would want.
What do you dislike about the product?
The price is a bit on the high side. You get what you pay for as it is a good product but if you have a large support team, it gets expensive so you should factor that into your decision.
What problems is the product solving and how is that benefiting you?
We needed a support component to provide customer service features to our customers using our web-based SaaS application. Zendesk was a good fit and met our needs.
The best ticketing system with a good support team
What do you like best about the product?
Zendesk onboarding is simple or easy even for beginners. The UI is clean and includes all the options that we need. And the support team is friendly and respond to questions within an hour in most cases. We can able to integrate with our website without any issues, and it's really simple. We can choose from hundreds of integrations and themes for the support center, and it's cool.
What do you dislike about the product?
The pricing is bit higher for mid-sized businesses when comparing to other platforms. Also, some features are disabled by default like reporting options. So, we have to ask the support team to enable those features everytime.
What problems is the product solving and how is that benefiting you?
We can able to offer our users a faster support, and one click SSO login. The ticketing system is simple, but have all the features that we need. We have been using Zendesk for more than 6 months, and had 0 issues so far.
Great Experience!
What do you like best about the product?
I had a great conversation with Travis from Zendesk. They gave a response time of 1-2 business days on a busy friday and I got response in less than an hour. Travis asked lots of questions to fully understand the issues I was facing and invited me on a call to walk me through the steps of changing features for our company. I very much appreciated the assistance as well as the enormous amount of support material on the Zendesk platform.
What do you dislike about the product?
Zendesk can be pretty intimidating due to the amount of customization. There will be a slight learning curve, but it has many benefits.
What problems is the product solving and how is that benefiting you?
We had an issue routing callers from a specific number to a particular subset of agents. This will significantly help us now that it is resolved.
Zendesk is user friendly and we can find the data in multiple ways.
What do you like best about the product?
Getting accurate data for all the tickets raised by customers and helping us to do route cause analysis for the same so that we can assist the customer accordingly. Zendesk is the perfect software for companies who directly deal with customer. The reminder feature is also good as it reminds us of our time to connect with the customers
What do you dislike about the product?
Customer-oriented company must use zendesk and I like the software, Although there are dislikes, the view can be made more user-friendly. Also in the customer feedback feature more option can be given as per department rating so that the customer can give accurate ratings for all the departments
What problems is the product solving and how is that benefiting you?
As said earlier, zendesk can be used to get the ticket generated for all the customers by just sending the email and the customer also get a chance to send the feedback about the resolution given.
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