Zendesk Suite
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Review for Support Suite
What do you like best about the product?
The platform is fairly easy to use and intuitive.
What do you dislike about the product?
I'm not a huge fan of how often I have issues with my typinators and saving tickets.
What problems is the product solving and how is that benefiting you?
I wouldn't say anything is solving anything for me. I use it as an employee rather than for my business
Amazing customer support tool. Suitable to build integrations and automations.
What do you like best about the product?
Building automation and integrations with other tools are super helpful for teams that aim to scale customer support operations.
What do you dislike about the product?
The SLA policies applied to tickets could cause inconsistencies in SLA reporting. However, this depends more on how the users use Zendesk than on Zendesk itself.
What problems is the product solving and how is that benefiting you?
Handling customer queries, alerting about SLA to fulfill when handling those queries, reporting to monitor the performance of the support agents and integrating with other tools and systems.
The support is great. But the approach could be improved.
What do you like best about the product?
More accurate and specific solutions to the issues we might face.
What do you dislike about the product?
The time to reach out to us was more than expected
What problems is the product solving and how is that benefiting you?
Automation ideas and helps us to number down the emails we send to the customers
Requires a tech-savvy mind to configure the platform in a way that is effective.
What do you like best about the product?
I like the ease of use and how customizable the platform is
What do you dislike about the product?
I was required to ask for help or refer to articles for a lot of the setup. Additionally, can't use email groups for forwarding, which is a setback
What problems is the product solving and how is that benefiting you?
The integration with our payment processor, JIRA and the seamless help center to support process is really impactful
Well balanced support ticket system
What do you like best about the product?
Zendesk makes it easy to see the chronological updates to any support interaction with advanced filtering features and the ability to integrate apps and custom workflows.
it's powerful to be able to see all tickets raised by a particular customer very easily and quickly
support is quick and easy as well.
it's powerful to be able to see all tickets raised by a particular customer very easily and quickly
support is quick and easy as well.
What do you dislike about the product?
some of the conditions and operators can be limiting when creating personalised views as a lead to oversee the interactions of the wider team.
it would also be nice to be able to customise the "views" page
it would also be nice to be able to customise the "views" page
What problems is the product solving and how is that benefiting you?
Managing a team that handles a high volume of interactions every day and being able to cross-reference any tickets that have come up in the past with similar issues.
being able to identify any coaching opportunities within interactions is beneficial to making sure the team is providing excellent customer service every time
being able to identify any coaching opportunities within interactions is beneficial to making sure the team is providing excellent customer service every time
Good ticketing platform
What do you like best about the product?
It's good that there are no ticket limits. I like that I can configure the views and add properties
What do you dislike about the product?
I don't particularly appreciate that the UI of the views is not customizable.
I would like to have more agent roles (Owner, Admin, Agent)
I would like to have more agent roles (Owner, Admin, Agent)
What problems is the product solving and how is that benefiting you?
Analyzing, order and efficiency on the support team
Awesome automation of work!
What do you like best about the product?
Automation, personalization, reports, shorten the response time to the task, better analyst
What do you dislike about the product?
The system could be more intuitive to use
What problems is the product solving and how is that benefiting you?
Zendesk helps with the day-to-day handling of customer error tickets.
Highly Recommend
What do you like best about the product?
Integrations with 3rd party apps such as Slack and O365. I like the metrics dashboard as well and it is easily customizable to view the metrics you are interested in
What do you dislike about the product?
Would like to see more features on the slack integration such as the use of customizable forms to report incidents via slack and the ability for users to upload attachments
What problems is the product solving and how is that benefiting you?
Reporting, managing and tracking incidents in our organization is a lot easier because of Zendesk
A vast ocean of possibilities and capabilities
What do you like best about the product?
App integration, UX, responsiveness and easy to follow chains between agents and users of the software that we support. Internal notes are also really useful, as well as Macros.
What do you dislike about the product?
Redirects are not very good and SSO needs work. Often have to create Private windows and use different browsers because the SSO does not redirect to the correct places.
What problems is the product solving and how is that benefiting you?
It's solving the problem of being able to provide efficient and detailed support, whilst also keeping customers happy. This is benefitting us because our customers are happier at getting a faster response.
We bought it instantly.
What do you like best about the product?
We needed an answer to our overloaded support distro, and zendesk was clearly the answer. Our emails are no longer cluttered since we've gone ahead and purchased it.
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
What do you dislike about the product?
Having to mask the @zendesk at the end of the domain was a bit tricky, but not impossible. The price while not awful, wasn't exactly the cheapest thing, but it was still worth.
Wish we had more lisences.
Wish we had more lisences.
What problems is the product solving and how is that benefiting you?
Our support email was getting overloaded and hard to keep track of. Emails were getting forgotten due to the increase of them. Zendesk's ticket system completely fixed that and now organizes it for us, making sure that we don't miss any emails.
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