Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Excellent updates!
What do you like best about the product?
I appreciate the on-demand updates and always feeling like I'm in the loop every step of the way.
What do you dislike about the product?
I dislike the AI bot responses when I know I urgently need a support agent, but I do understand why they are helpful in other situations.
What problems is the product solving and how is that benefiting you?
The support line not only lets me document present issues but also provides insight if other companies are experiencing the same problem so I know it is not an issue I need to resolve on my end.
Great Support and Product
What do you like best about the product?
It's an easy-to-use tool that supports your CSM needs. Wonderful Support too!
What do you dislike about the product?
It's not intuitively designed to navigate from the main dashboard to the guide section for example but I'm also getting familiar with the set-up.
What problems is the product solving and how is that benefiting you?
We needed a chat bot as well as a knowledge base and the tools offered are perfect to solve our needs.
Powerful Features to Grow Into
What do you like best about the product?
Our startup is quickly growing, and Zendesk offers native integrations with our entire tech stack, from Segment to Chameleon. Zendesk works across all our channels, and its focus on just customer support (ie it doesn't try to be an email platform too) makes us feel confident that we can scale with it, without the pains of being locked into an all-in-one platform.
What do you dislike about the product?
Live chat feature isn't as clean or slick as other providers, but we've been seeing most of our tickets come in out of hours anyway
What problems is the product solving and how is that benefiting you?
We needed a way to triage and manage customer support requests all in one place, and ZD is the best in its class for that, without the bloat of an all-in-one solution.
I have a small online software company working with Zendesk for years
What do you like best about the product?
Automation and the different communication channels.
What do you dislike about the product?
Challenging to understand what is included in our subscription
What problems is the product solving and how is that benefiting you?
One place for all our support tickets from all different channels
Very easy to use. Userfriendly
What do you like best about the product?
Most likely think is the Zendesk support team. They are very supportive. Answering and helping very faster.
What do you dislike about the product?
To be honest I like the all points of Zendesk. Of course, there is some system glitching but it is natural.
What problems is the product solving and how is that benefiting you?
I am not a very professional Zendesk user. When I am asking to solve an issue they are solving it, and at the same time, they are teaching me.
Best functionality and user experience
What do you like best about the product?
The user interface for agents is easy to navigate, and it is easy to get the most important views on your tickets. In addition,the Help Center provides a value-add for end users that makes agents' life easier. i started out with a competing product that was much less expensive, but it lacked these advantages.
What do you dislike about the product?
There isn't anything I dislike. It looks like you want me to say more on this topic, but I am wracking my brain, and i can't really think of anything. This excessive use of words is my first 'dislike' experience.
What problems is the product solving and how is that benefiting you?
I provide outsourced HR services to my clients, so my end users are their employees. Zendesk enables me to provide responsive and consistent service, and insights into trends.
Fantastic software
What do you like best about the product?
Zendesk makes assisting customers a breeze
What do you dislike about the product?
I would love if the IVR system for Talk was more robust.
What problems is the product solving and how is that benefiting you?
Having a one-stop shop for all of our service capabilities.
Zendesk Support Works!
What do you like best about the product?
THe macro feature is the most helpful, it makes it easy to solve routine tickets quickly
What do you dislike about the product?
Sometimes it can be a little clunky to work with but otherwise it's really not an issue
What problems is the product solving and how is that benefiting you?
We are able to communicate with a variety of customers, its streamlined where we can help them all in one place.
Zendesk is Great
What do you like best about the product?
Ease of use. Able to change the phone to either a land line or cell to answer calls.
What do you dislike about the product?
New support is only thru chat instead of calling. You have to upgrade to get phone support
What problems is the product solving and how is that benefiting you?
Off-hour notifications. This helped a lot
Always friendly, always helpful
What do you like best about the product?
Support has always been very friendly and thorough. I don't always get a resolution immediately, but I always get a resolution. I also like how tickets are responded to in a chat window.
What do you dislike about the product?
Sometimes the wait time for responses is a bit long, but this is a very minor complaint. Most often the wait time is so an agent can properly look into the issue and provide a complete response or solution.
What problems is the product solving and how is that benefiting you?
All of the issues I've contacted support about have been roadblocks to effective communication with our customers, the benefits of this are obvious - without effective communication with our customers, we wouldn't have a business!
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