Zendesk Suite
ZendeskExternal reviews
6,764 reviews
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Zendesk is on top of their game!
What do you like best about the product?
We love the ease of use! Everything is intuitive and well laid out. We can easily search old tickets and organize new ones. We've had little to no issues with Zendesk after 4 years of use.
What do you dislike about the product?
Nothing, everything has been great for us.
What problems is the product solving and how is that benefiting you?
Helps keep our ticketing system organized and easily accessible but not only our Helpdesk Team but also our other employees.
Great Customer Support Software
What do you like best about the product?
The software is super useful as a help desk. It offers a wide range of automations, customisations and insights.
What do you dislike about the product?
If you've only been an agent it might be sometimes unclear how end users interact with your communication, so it's something that you would want to test yourself.
What problems is the product solving and how is that benefiting you?
It's making our internal communications with customers transparent and easy to share across the team.
Excellent and fast help to resolve any issue
What do you like best about the product?
I have been using Zendesk for a while, and I really like how fast you can resolve any issue or get any support information with the customer service. When you can't find the solution on the chat is easy to request a call back from next agent available and that is super fast and helpful.
I highly recommend zendesk.
Sylvia's Cakes.
I highly recommend zendesk.
Sylvia's Cakes.
What do you dislike about the product?
So far I don't have any dislike about Zendesk Customer Service.
What problems is the product solving and how is that benefiting you?
When the emails goes directly to suspended tickets.
My Vision For Customer And Employee Experiences Brought To Life
What do you like best about the product?
Zendesk is extremely flexible while also being easy to use. With some finesse, it can do nearly any task I can think of to streamline every customer interaction.
What do you dislike about the product?
Sometimes, updates are pushed to us that are non-optional and feel half-baked. We shouldn't be forced into any feature unless it is for security or stability purposes.
What problems is the product solving and how is that benefiting you?
Zendesk gave us a unified interface for all of our support channels so that agents do not need to jump back and forth between messaging, email, phone, etc. and are instead served work from all channels in a single list. This makes sure that everything happens in the order that it needs to and nothing gets left behind.
Robust CRM Tool
What do you like best about the product?
I have been using Zendesk for the better half of 10 years across multiple companies. Zendesk is an extremely robust tool with features that support most industries. The best part of using this tool is the ability to segment/route inquiry types, brands, and departments. I also love the built-in knowledge base and web form.
What do you dislike about the product?
Zendesk can be expensive especially for smaller organizations.
What problems is the product solving and how is that benefiting you?
Zendesk is greate to centralize communications across multiple channels
Zendesk is an amazing tool for Customer Service teams!
What do you like best about the product?
What I really love about Zendesk is how easy to use it is. I'm the Zendesk administrator and knowledge manager for our customer service team so I use most aspects of the tool. The knowledge bases are easy for customers to use and navigate through. They're also very easy to set up since they already have a theme available to use and you just input your information. The tools available to write articles are great. They recently have added more options to use, so that's awesome! You can add pictures, video, links, etc very easily. Zendesk > Salesforce for sure!
What do you dislike about the product?
If you'd like a more interactive knowledge base for customers where they want to work through step by step instructions, instead of reading an article or watching a video you'd need to integrate a tool into Zendesk for that. The negative about this is that it will cost money, however, the upside is that Zendesk works with many different vendors and offers many choices in their Marketplace.
What problems is the product solving and how is that benefiting you?
We heavily focus on self-service for our customers and are always leading them to the knowledge base for their answers. So this really helps with keeping our call volume lower.
Simple and Effective
What do you like best about the product?
What I like the most is the fact that you can organize tickets the way you like, create triggers and automations that suits the business needs, and if you are more technical person, connect your projects through API. I personally like the part that they allowed us to keep our legacy plan.
What do you dislike about the product?
If they can improve the updating of data storage report, it will be a great improvement.
What problems is the product solving and how is that benefiting you?
Escalations, by using a field we created we can handle urgent tickets such as escalation tickets and respond accordingly.
Zendesk Helpdesk Center
What do you like best about the product?
Clear view and follow up of request management with customers and internal teams
What do you dislike about the product?
Explore is a little but struggling to manage
What problems is the product solving and how is that benefiting you?
Time zone of our international market. We can accelerate exchanges and internal note to accelerate solving of requests. Article base of knowledge is very usefull to escalade the request to a next level
Great tool!
What do you like best about the product?
I have seen a lot of other CRM tools coming up but Zendesk is here to stay which gives a feeling of trust. They have implemented all the new tools that are required to grow.
What do you dislike about the product?
The price is sometimes a turning point but for the rest nothing!
What problems is the product solving and how is that benefiting you?
AI
Powerful Customer Support Platform with Great Automation
What do you like best about the product?
It makes it easy to manage customer conversations across multiple channels in one place. The automation features (triggers, macros, workflows) are a huge time-saver and help streamline repetitive tasks.
I also like the flexibility of integrations with other tools like CRMs and Slack, which makes it easy to fit into existing workflows.
The ticketing system is extremely reliable, making it easy to manage customer conversations across multiple channels in one place.
I also like the flexibility of integrations with other tools like CRMs and Slack, which makes it easy to fit into existing workflows.
The ticketing system is extremely reliable, making it easy to manage customer conversations across multiple channels in one place.
What do you dislike about the product?
Reporting is powerful, but setting up custom reports can also be a bit tricky.
Some parts of the admin setup and customisation can feel complex and not very intuitive, requiring time to learn or reach out to technical support.
Some parts of the admin setup and customisation can feel complex and not very intuitive, requiring time to learn or reach out to technical support.
What problems is the product solving and how is that benefiting you?
Zendesk helps centralise all customer support interactions into one platform, improving response times and customer satisfaction.
It also provides better visibility into support performance through analytics.
It also provides better visibility into support performance through analytics.
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