Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Zendesk the BEST!
What do you like best about the product?
It is a platform wherein we have various ways to contact clients, either through phone calls, chats, SMS or emails.
What do you dislike about the product?
I only don't like it during downtimes as it will lead to dump of works.
What problems is the product solving and how is that benefiting you?
We are in the customer service/back office working with the delivery service that our client is using. It helps us communicate efficiently with our customers and third-party carriers.
I'm satisfied with the service provided!
What do you like best about the product?
The quick and well-prepared support provided for its users.
What do you dislike about the product?
The FAQ is very technical and complex. Which eventually leads us to talk to an agent to ask for help.
What problems is the product solving and how is that benefiting you?
It helped me to identify an issue with the time tracker APP caused by a change of roles involving a third party. Solving it helped me to keep measuring the productivity of agents.
Great resource to manage tasks
What do you like best about the product?
The ability to assign and sort tickets as needed.
What do you dislike about the product?
How calls make a new ticket every time we make a call
What problems is the product solving and how is that benefiting you?
A way for our clients to submit their problems.
Great product for business support.
What do you like best about the product?
Customization of agent portal and scalability.
What do you dislike about the product?
Can get a little bit confusing for new users.
What problems is the product solving and how is that benefiting you?
We need multiple channels to allow users to access our ticket system. Zendesk offers almost any channel you would need to get support to everyone.
very fast and professionally competent assistance.
What do you like best about the product?
Very fast response time. Thank you VERY much for your help.
What do you dislike about the product?
The entry via the bot is sometimes quite bumpy. Once you deal with an agent in person, it's perfect.
What problems is the product solving and how is that benefiting you?
Usually questions about dashboards or reports
Add company region in the title bar
What do you like best about the product?
Fast response
Helpful information
Follow up on the issue
Helpful information
Follow up on the issue
What do you dislike about the product?
No real-time responder
No phone contact information
No phone contact information
What problems is the product solving and how is that benefiting you?
Add company region in the title bar for easy access the region information
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
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