Zendesk Suite
ZendeskExternal reviews
6,519 reviews
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Well informed
What do you like best about the product?
The triggers and notifications which automate things.
What do you dislike about the product?
setting up codes because they are hard to figure out
What problems is the product solving and how is that benefiting you?
email conversations are much easier to track
Agent was concise, quick and accurate in all questions
What do you like best about the product?
Accurate information was provided quickly and in an efficient format. I was able to follow the script sent by the agent point by point and I was able to resolve my issues quickly.
What do you dislike about the product?
Really not much to dislike, I find the User Interface a little challenging with Zendesk however the agent was able to point me in the right direction to get the issue resolved.
What problems is the product solving and how is that benefiting you?
I was unable to find why I couldn't add a user as we already had the email assigned to an 'end user' rather than an admin. Also needed clarification on the chat vs Support options.
Help support
What do you like best about the product?
Response time and clarity. Knowledge, understanding
What do you dislike about the product?
waiting time and not instant support. Need to log in and chat again and again.
What problems is the product solving and how is that benefiting you?
About clarity on menu items in the Agent workspace
Great platform for tickets, helpcenter and chat.
What do you like best about the product?
I have had a good experience of working with Zendesk on a daily basis. It's great that the support ticket system and chat are all on the same platform. For our agents it's easy to work with.
What do you dislike about the product?
As an administrator it's sometimes hard to find out where the right settings can be found. Also in the new workspace, instead of the subject, the requester name is shown in the tab title of the tickets which is confusing.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to keep track on incoming tickets. It gives us the opportunity to communicate with our customers in different ways and to make sure we can help them in the best way possible.
Positive experience
What do you like best about the product?
Support is very helpful and is available pretty quickly. Creating the organizational structure and building out the routing is made easy by the UI which is very user-friendly and intuitive.
What do you dislike about the product?
At first, I did not like the fact that I would have to open tickets online and didnt have a phone number to call for support. Got over it quickly once I saw that support responds very fast.
What problems is the product solving and how is that benefiting you?
I havent used this product much yet. I plan to build out comprehensively in the coming days. There is alot of wealth in all of the features and modules offered.
Figured out my issue immediately
What do you like best about the product?
Once connection was established, a tech was there to provide a solution/answer
What do you dislike about the product?
it was hard to figure out where to get the support- even an email wasnt available without having to navigate through a bunch of "FAQ's"
What problems is the product solving and how is that benefiting you?
my immediate concern of fraud within our support
Great features
What do you like best about the product?
Versatility of features and the ability to have all the channels in one software
What do you dislike about the product?
Setup is hard and requires deep ZD knowledge
What problems is the product solving and how is that benefiting you?
we had an outage on day of of launching; now there are bugs where visitor names and emails aren't showing
Top ticketing system out there
What do you like best about the product?
Simply the trigger and automation rules are very detailed. You can fully customize it to your needs. With this multiple teams can use Zendesk based on their responsibilities. For example, you can have tiered support, specialists, experts and other departments as well like Sales and Account Managers, Abuse handling, etc. use one tool.
What do you dislike about the product?
Currently, I wish there would be a way to automatically delete tickets or send them to the suspended view based on automation or trigger. This would be very helpful in fighting spam emails and requests.
What problems is the product solving and how is that benefiting you?
In collecting all users' requests from many different sources into one tool. We are able to tag and label these, follow our performance and ensure that all user issues are logged and can be helped in a prioritized manner.
Our experience with Zendesk overall has been excellent.
What do you like best about the product?
Their high-quality documentation and excellent support made it very easy to implement. One of the best things about this is the fact that their forums tend to expand the documentation even further than what is written officially.
What do you dislike about the product?
Explore feels a little unwieldy and hard to use. Multi-branded instances also aren't as flexible as I might have hoped. I'd like to see more ability to segment brands.
What problems is the product solving and how is that benefiting you?
Operational efficiency in making sure our customers get responses and resolutions to their issues. We have been able to be more productive with less people. This has allowed us to respond faster, and spend less on staffing.
Ideal setup for a small team if you can bear the $
What do you like best about the product?
Omnichannel integration of email, phone, and chat across ticketing with good reporting.
What do you dislike about the product?
Certain key data points (Talk - agent productivity like how much away time etc) cannot be reported on. Talk dashboard does not have alerts/thresholds
What problems is the product solving and how is that benefiting you?
Trusted partner to capture all of our CS team's consumer interactions.
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