Zendesk Suite
ZendeskExternal reviews
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Good experience for our business
What do you like best about the product?
Ease of use for our agents is key. While it's not perfect, integrating multiple channels allows agents to follow the customer's history.
What do you dislike about the product?
Their roadmap leaves out features that would dramatically improve life for those who use it daily.
What problems is the product solving and how is that benefiting you?
Allows us to track customer issues and improve their experience and enables us to give them a robust help center for product support.
Speedy Service
What do you like best about the product?
Zendesk Support was so fast, personable, and gave me great tips on how to resolve my issue.
What do you dislike about the product?
Nothing yet. I'm a new user of Zendesk. Support has been great so far!
What problems is the product solving and how is that benefiting you?
I'm building a Help Center for customer onboarding and product adoption.
Helpful CRM Platform for Customer Care Team
What do you like best about the product?
With Zendesk you can have your team communicate with customers from multiple channels in one easy place. There are a lot of different automations and workflows you can set up to make an agent's life easier and communications smoother. It is easy to pull data from Zendesk. They also have a lot of apps you can include. It's easy to find articles or videos on what you are trying to build.
What do you dislike about the product?
Zendesk can get complicated if you do not know it well. As you continuously build on the platform you need to take into automation, triggers and workflows that were set up and how it all connects. Sometimes this gets confusing.
Their team is very fast over chat, but sometimes you just want to talk to support over the phone.
Their team is very fast over chat, but sometimes you just want to talk to support over the phone.
What problems is the product solving and how is that benefiting you?
It is how we communicate with our customers and keep records of interactions. With Zendesk you can do, chat, voice, texting, email and chatbots/ articles. Helpful to build FAQs that are controlled by customer care and editable.
Excellent support
What do you like best about the product?
The turn around time to revert back on a query and to solve issues faster
What do you dislike about the product?
Mobile app could be better, to raise tickets to zendesk
What problems is the product solving and how is that benefiting you?
Most of everything related business such as customer complaints transactional issues
To create a ticket to our International Support team Zendesk plays an important role.
What do you like best about the product?
We can search anything by a keywords and fast.
What do you dislike about the product?
If I change anything it affects all the things whole system.
What problems is the product solving and how is that benefiting you?
It helps us to maintain ticket system for client requests.
Powerful customer care tool
What do you like best about the product?
Zendesk is a clean and powerful customer care ticketing system (and much more). Personally I appreciate the very comprehensive (and free) documentation / training documents and their own help-center to quickly find answers and tutorials. The large community is a big plus as well. Without any prior knowledge and a freshly-installed system it just takes very few days to fully understand it and get it up and running. I've been implementing Zendesk whenever I joined a new company. My favourite thing is the built-in reporting section.
What do you dislike about the product?
Personally, I find that the multi-language support (both for routing different language tickets to the right agents) but also the management of translated texts in the different part of Zendesk a bit too complicated. I think there is room for improvement to make this easier to deal with.
What problems is the product solving and how is that benefiting you?
- Easy integration with Shopify
- Channeling all support requests in one tool
- Avoiding tickets in the first place by using the help center
- Structured input of tickets by contact / web form
- Reporting!
- Channeling all support requests in one tool
- Avoiding tickets in the first place by using the help center
- Structured input of tickets by contact / web form
- Reporting!
The UI is easy to use
What do you like best about the product?
I found that the chatbot is very intelligent and could transfer me to the right person when it cannot further assist.
What do you dislike about the product?
The contact icon is not that noticeable and may not able to find it sometimes.
What problems is the product solving and how is that benefiting you?
It can provide an easy way for my customer to assist themselves online.
Best software for customer support
What do you like best about the product?
So far, Zendesk is one of the best customer support software that I like to use. I'm glad that the company I work with uses Zendesk because it's easy to use and user-friendly too. The interface is clean and easy to navigate. When I gave training to the newbies, they can easily understand and use Zendesk within a day of training. I also like the feature that can integrate with other software too. It makes it easier to toggle between other softwares when dealing with tickets.
What do you dislike about the product?
It will be great if Zendesk will have a dark mode feature for those who work the night/graveyard shift. Before this, I discover that a plugin needs to be installed but recently they put a price on the service so I no longer use it. Hope the team can consider having dark mode available in the near future.
What problems is the product solving and how is that benefiting you?
Basically, my company uses Zendesk Support Suite for the purpose of providing customer support to our users. They will send tickets when they require assistance from the Support Team and the customer service agents will provide solutions to their problems. Mainly, we use it for ticket support and talk, we do not have a chat support channel. Overall, Zendesk Support Suite helps us to manage our customer support workflow effective and efficient.
Great ticketing system for getting issues resolved efficiently
What do you like best about the product?
I like that customers who write to our support team are almost instantly assigned to a representative, and receive an email letting them know that their message has been received -- even though this sounds like a very basic thing, it's huge when it comes to customers who are panicking in urgent technology-bug-related situations.
What do you dislike about the product?
I dislike that as a CSM (customer success manager, not CSR - customer support representative), it is unclear at times if my responses to Zendesk emails are sent to everyone, or if they're only shared within my internal team.
What problems is the product solving and how is that benefiting you?
ZenDesk Support helps my company to prioritize and handle customer issues that come in all around the clock -- this benefits me greatly because if they didn't have Zendesk set up to handle these requests, I would be the one routing all of my client's technical issues to various teams. I'M SO GRATEFUL FOR ZENDESK!
Does what you need
What do you like best about the product?
The support system allows you to categorize many different aspects of a support ticket and auto-assign it to a group or person. It is easy to communicate on the ticket and record actions taken.
What do you dislike about the product?
Not a complaint but this could be a downside for some - Because there are so many options for categorization, it could be a little too heavy for teams that don't need that level of specificity.
What problems is the product solving and how is that benefiting you?
Tracking bugs and requests. Helps to fill requirements for SOC2. We can make sure that our whole tech org can see issues as they arise and the available parties can hop on to solve them.
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