Zendesk Suite
ZendeskExternal reviews
6,517 reviews
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Support quick, and accurate
What do you like best about the product?
I use Zendesk for our company customer support. We have several hundred users submitting thousands of tickets for things ranging from Technical questions to license renewals. Between triggers and automaton, we are able to handle this traffic with a core staff of 5 people - and only that many due to specialization within our product line.
We also use the API interfaces to Replicon, Jira, and Salesforce to keep other groups in the company informed on customer issues.
We also use the API interfaces to Replicon, Jira, and Salesforce to keep other groups in the company informed on customer issues.
What do you dislike about the product?
The configuration of some features related to integrations is challenging to understand. Still, I believe this is more to the APIs used for the integrations rather than the Zendesk functions calling the API.
I wish there was an option to alter the default number of days a ticket can be closed before it is archived (preventing it from being reopened. We would have a different number of days depending on the product or issue queue the ticket is in.
I wish there was an option to alter the default number of days a ticket can be closed before it is archived (preventing it from being reopened. We would have a different number of days depending on the product or issue queue the ticket is in.
What problems is the product solving and how is that benefiting you?
Customer Support, end user management, issue tracking. The ability to have the customer choose the method of reaching us, and the ability to review old cases is a huge plus.
Integrating with HubSpot
What do you like best about the product?
Support team will communicate by the chat window or email. adds convenience
What do you dislike about the product?
Would help if Zendesk Support was more knowledgeable about 3rd party API's. They're promoted on the Zendesk site but reply is often "Contact the 3rd party"
What problems is the product solving and how is that benefiting you?
Integrating with HubSpot
The best tool for automating and scaling support
What do you like best about the product?
Well-built API along with the ability to build in customs objects, to further enhance what our triggers and automation can do. The Dev team is constantly pushing the boundaries in working with other top-tier SAAS apps (zoom,slack).
What do you dislike about the product?
Slow support messaging times. Zendesk is easy to start but when you need help it can take a while to hear back from support.
Zendesk is not focusing on its Guide and Gather products right now. If you need a top-notch community with modern features then find a team that can integrate.
Zendesk is not focusing on its Guide and Gather products right now. If you need a top-notch community with modern features then find a team that can integrate.
What problems is the product solving and how is that benefiting you?
Conversational support is the next step in modern 21st-century support. Being able to work with customers on any channel they want is a must-have to keep engagement high.
The experience was good
What do you like best about the product?
The best aspect of the Zendesk Support Suite is the multiple channels through which you can gain support.
What do you dislike about the product?
The lack of options to call and speak to support
What problems is the product solving and how is that benefiting you?
Its supporting our growing customer base
happy
What do you like best about the product?
im a big fan of the use of use, the training resources provided and the ability to build yourself. I like the multi channel approach, and love the ability to customise the help centre
What do you dislike about the product?
some of the help desk articles are out of date and confusing. the chat bot is not good enough, this is big gap that zendesk needs to prioritise. A conversational, AI driven chatbot would complete the offreing
What problems is the product solving and how is that benefiting you?
triaging queries and allowing users to self serve via the chat widget and help centre reduces traffic, allowing the team to focus on more complex issues. Multi chanels give usres lots of options
Convenient support
What do you like best about the product?
I like that the Zendesk chat support allowed you to continue the conversation at your own pace without having to worry about it timing out and needing to start over.
What do you dislike about the product?
I do wish there was a better way to escalate support in situations like I experienced where I was unable to connect with leads for most of the day, until I got the issue resolved.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has helped me solve various day to day issues I run into while working as an Enrollment Specialist. Most recently they helped me with making and receiving calls from leads.
Pretty solid support software
What do you like best about the product?
Zendesk is easy to use and easy to administer.
What do you dislike about the product?
At this time a few random issues where accounts lose permissions. Easily resolved though.
What problems is the product solving and how is that benefiting you?
It gives us a tool to manage our customers issues and visibility for all agents to see the issues and collaborate.
Zendesk review 2022/8/26
What do you like best about the product?
The application is designed for an international audience which is a great addition to the organizations and also there are many add-on applications.
What do you dislike about the product?
Search function is a weakness: there are too many Dynamic Contents and cannot rely on 'date' search for my purpose. Only option is search category but what if there are 100+ contents to search by clicking page to page.
What problems is the product solving and how is that benefiting you?
I would like to spot the exact file right away (productive - less frustration), not click page to page which is tedious and lost, and also avoid selecting a similar file.
Great platform
What do you like best about the product?
The ability to integrate with almost any other tools for automation, custom flows, etc.
Also, the simple layout and straightforward design.
Love the redaction tool.
Love and need and use macros all the time!
Also, the simple layout and straightforward design.
Love the redaction tool.
Love and need and use macros all the time!
What do you dislike about the product?
The new agent workspace causes some issues on small screen sizes (laptops), but I like the ability to add color to the message text.
What problems is the product solving and how is that benefiting you?
We receive a large number of emails from many cohorts or customer types. Zendesk allows us to divide the work for each team seamlessly.
Usually helpful
What do you like best about the product?
Zendesk's support staff is very knowledgeable and will reach out to others on their team if they don't know an answer. I love how friendly everyone is too! They're never condescending and give clear answers.
What do you dislike about the product?
A quicker response time would be great, especially if I was getting those answers within normal US business hours instead of in the middle of the night for me. It's hard to troubleshoot quickly with such a delay in response time.
What problems is the product solving and how is that benefiting you?
zendesk support has helped with quite a few problems from ironing out why triggers weren't following or calls were bouncing to the wrong group. currently we're working together on how omnichannel routing works. the greatest benefit is increasing agent efficiency and the customer experience.
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