Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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I love the features available on Zendesk suite. It can be a bit overwhelming as a new user though
What do you like best about the product?
The reporting tool is very useful and a key dealbreaker
What do you dislike about the product?
Customization can be a bit complex to set up and that can be frustrating sometimes
What problems is the product solving and how is that benefiting you?
Access to support agent activities. A holistic view of customers' interaction
The best tool for Customer Support
What do you like best about the product?
Zendesk makes it simple to set up and support your customers. They have an excellent Help Center and an exceptional online community, which enables you to self-serve easily.
What do you dislike about the product?
Zendesk Explore reporting leaves much to be desired. The reporting is not live and can be challenging to navigate.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has enabled my team to do skill-based routing, helping to improve our FRT and resolution time.
Zendesk has empowered our team's support of users.
What do you like best about the product?
It's enabled our team to better handle support requests received ieved as well as paint a much clearer picture of who is requesting this support - and ultimately how to be more proactive (rather than reactive) with support.
What do you dislike about the product?
The difficulty to learn about the product without using the Knowledge Base.
What problems is the product solving and how is that benefiting you?
Effectively and efficiently supporting our users.
Always very good customer service!
What do you like best about the product?
An excellent system that makes supporting clients easy! Simple set-up and is very easy to use.
What do you dislike about the product?
It would be ideal if you could set up a default email address for all replies instead of using the address which the request came in from.
What problems is the product solving and how is that benefiting you?
Ease on communicating with clients.
Really good software but with inconvenient
What do you like best about the product?
What I like about Zendesk is how easy it is to manage tickets. You have the calls, emails, and internal notes in the same place. In the event of a problem, everything is easily found, the same for when a customer calls, and you want to know his troubleshooting history.
Many ticket forms are configurable, allowing you to adapt to the company's way of working.
The statistics, once configured, are enjoyable.
Many ticket forms are configurable, allowing you to adapt to the company's way of working.
The statistics, once configured, are enjoyable.
What do you dislike about the product?
The zendesk guide is not friendly to use. The feature is nice, but it is almost impossible to manage. It would take management like the Google sites.
On-call duty cannot be configured automatically. You have to manage the SVIs manually.
The SVA is not adapted to a telephone hotline but more to an email one.
The setup, in general, isn't great UX-wise. There are plenty of clicks to perform and a lot of menus that intertwine.
On-call duty cannot be configured automatically. You have to manage the SVIs manually.
The SVA is not adapted to a telephone hotline but more to an email one.
The setup, in general, isn't great UX-wise. There are plenty of clicks to perform and a lot of menus that intertwine.
What problems is the product solving and how is that benefiting you?
We are a company selling software for merchants such as loyalty or click and collect.
Zendesk allows us to manage the hotline with training, problems and customer disputes.
In use, Zendesk is much more pleasant than our old FreshDesk software.
Zendesk allows us to manage the hotline with training, problems and customer disputes.
In use, Zendesk is much more pleasant than our old FreshDesk software.
Zendesk is a powerful tool for small businesses
What do you like best about the product?
Zendesk Suite includes ways for us to communicate with all our external stakeholders in one place, across a number of channels. It means we can centralise communications and handle them as efficiently as possible. The more advanced tools also allow us to design work flows for better handling of queries, and also report on our performance.
What do you dislike about the product?
Zendesk Support Suite is a pretty significant investment for a small business, especially one in South Africa, given that the rates are dollar-denominated. Sometimes it can also be a bit challenging to figure out how to use some of the tools. The documentation is generally pretty good though.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us keep all customer and supplier communications in one place and make sure that everything is seen to appropriately and in a timely manner.
More organized
What do you like best about the product?
I'm able to track tickets I'm working on better & make notes to myself and other
What do you dislike about the product?
The setup could be more straightforward or reps could be more hands-on. Some settings aren't intuitive.
What problems is the product solving and how is that benefiting you?
Tracking requests for access and tasks that need to be completed. Everything is in one spot
The team responded to my inquiry quickly and had a resolution despite the vagueness of my concern.
What do you like best about the product?
I appreciated the response from the live agent.
What do you dislike about the product?
I found it confusing to connect with a live agent. I was not sure which type of agent I needed to speak with.
What problems is the product solving and how is that benefiting you?
They are helping me solve technical issues that hinder communication with our customers.
Zendesk is mostly fab
What do you like best about the product?
It is pretty easy to use once you get the hang of things. There are a lot of ways to customize the product that help us accomplish CSX tasks quickly. I especially like the MACROS you can add to a whole team or just for yourself.
What do you dislike about the product?
We should be able to change the background to a dark theme based on the time zone you are in.
Opening multiple tabs create issues with the phone feature, where it will not work.
Often have to keep allowing ZD to use my computer mic for calls. That little phone box gets a little angry red exclamation point quite often
Opening multiple tabs create issues with the phone feature, where it will not work.
Often have to keep allowing ZD to use my computer mic for calls. That little phone box gets a little angry red exclamation point quite often
What problems is the product solving and how is that benefiting you?
Allowing us to handle a high volume of tickets and organize them fairly well. I like that I can see my own personal tickets to follow up on and the whole group so if my tickets are fone I can go wherever I am needed.
Zendesk is an extremely clear and easy-to-use Support Suite and I would definitely recommend it.
What do you like best about the product?
The layout is great which improves workflow
What do you dislike about the product?
I cannot think of anything that I dislike personally.
What problems is the product solving and how is that benefiting you?
It is letting us respond to our customer queries quickly and efficiently
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