Zendesk Suite
ZendeskExternal reviews
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Great out-of-the-box full customer support software
What do you like best about the product?
If you are looking for support software that encompasses most everything you need and has a lot set up out of the box, Zendesk is a great place to go! Phones, chat, email, help articles, reporting, etc. can all be managed in one software. They also care about making it look nice and feeling fun to users by incorporating colors, etc. If you are building out your support tech stack and looking to level up, Zendesk is a great place to go!
What do you dislike about the product?
If you are looking for a lot of custom configurations or for really complex features (ex. an AI-level chatbot, etc.), Zendesk might not be the best fit. (Although they are pushing out more features consistently.) However, some of the software that allows for those intense configurations are much more difficult to use, build out, and maintain than Zendesk. Zendesk is much cleaner out-of-the-box. It's a trade-off and you have to decide what works best for your company.
What problems is the product solving and how is that benefiting you?
It is great to be able to manage so much of support all in one space! The chat feature works very well for us in particular. Our agents have gotten decently high CSAT scores using Zendesk.
Zendesk Ticketing and Guide
What do you like best about the product?
I like that we can work ticket cases using custom macros and custom views which speed up the process. They let us rollback to the legacy version
What do you dislike about the product?
Some recent changes they implemented actually slowed processes down - but they did let us roll back until the new changes were addressed.
What problems is the product solving and how is that benefiting you?
A central location to handle support requests and also a guide for us to create internal documentation on resolving issues
Easy to use and fast support services from zendesk agent
What do you like best about the product?
zendesk is easy to use and highly configurable. The zendesk support team is fast to response.
What do you dislike about the product?
Nope. I like everything about zendesk. If i need to be picky then it will be the pricing for zendesk enterprise.
What problems is the product solving and how is that benefiting you?
Zendesk allow our customer to log a support ticket from anywhere in the world. Tickets are routed to the correct agent based on the various timezone and provide customers with a great experience.
Zendesk Experience
What do you like best about the product?
I appreciate that Zendesk allows users to create their own chatbot without having to subscribe to a third-party service.
What do you dislike about the product?
Without informing its users of the changes and updates, we will have to figure it out on our own. Updates are too quickly too. It would be good to notify its users of the changes.
What problems is the product solving and how is that benefiting you?
The various types of data reporting offered by Zendesk provide all stakeholders with a clearer picture of the team's performance.
Responsive and helpful support
What do you like best about the product?
The ability to chat with a live agents is very helpful
What do you dislike about the product?
There were no obvious downsides to my recent experience
What problems is the product solving and how is that benefiting you?
They pointed me towards an immediate resolution to slow loading times in my zendesk instance
Helpful and Follow-up
What do you like best about the product?
I love the chat option. Having worked on a Support Team myself, tickets can get impersonal and long to deal with, whereas the Zendesk chat option has always provided the help I needed. If not directly in the chat, then with a follow-up email and/or planned call.
What do you dislike about the product?
I dislike being provided links to the Help Center to look up my issue as a means to resolve my chat ticket and/or close the chat. The FEW times that it's happened, I found that a little lazy but everyone has their days, I get it!
What problems is the product solving and how is that benefiting you?
I'm a technical content specialist (technical writer), so normally my questions are regarding this that are not working and/or breaking in my article and causing issues for my customers to access important information.
Quick and efficient
What do you like best about the product?
The online assistance is quick and knowledgeable. I always find they have the solution.
What do you dislike about the product?
I prefer the option of phone or chat, as different circumstances call for different assistance.
What problems is the product solving and how is that benefiting you?
how to communicate quickly and efficiently with our customers.
Perfect Support
What do you like best about the product?
The platform is very helpful and their support.
What do you dislike about the product?
At the moment nothing, there is no option to hate.
What problems is the product solving and how is that benefiting you?
They need to enhance the chatbot creation tools.
Complete tool to interact in any contact channel. Talk module could be improved
What do you like best about the product?
Single interface for the entire configuration. Intuitive, easy to customize. Explore reporting very complete.
What do you dislike about the product?
Improvements: users interact through different channels at the same time and Zendesk does not have the ability to identify them automatically. The same for tickets. We do not like abusive telephone traffic rates. You have a lot of room for improvement here.
What problems is the product solving and how is that benefiting you?
Integration of all channels in a single tool. Unify internal processes improving the performance of support teams.
Helpdesk Help
What do you like best about the product?
The initial response time was originally 15 minutes but Earle responded within 3-4 minutes, and the longest wait time between my questions was never longer than 5-6 minutes.
What do you dislike about the product?
I think it was great. There wasn't much I didn't dislike.
What problems is the product solving and how is that benefiting you?
My members can email a simple email and that turns into a Zendesk ticket, but it somehow got unlinked, but Earle was able to troubleshoot and guide me and my IT person to a solution. And now we can get the support members need right away, and also track progress we're making.
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