Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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A great tool!
What do you like best about the product?
ZenDesk has allowed us to quickly communicate with users via macros, making the process much faster.
What do you dislike about the product?
It would be helpful to be able to format the signatures, ie. use hyperlinks.
What problems is the product solving and how is that benefiting you?
ZenDesk helps us communicate with thousands of graduates and families about All-University Commencement in an efficient manner.
Best customer support solution there is!
What do you like best about the product?
Zendesk is definitely the "heart" of our customer support department. We use it for email, phone and live chat support. I also love how easy it is to set up templates, automation and triggers to improve and help resolve tickets faster. Our company also uses their FAQ tool so we can provide users with the latest guides about our product. We've been using Zendesk for about 5 years now planning to keep doing so.
What do you dislike about the product?
Sometimes, it is hard to use their search feature. It's the only thing I struggle with when using the service, really. Good thing is their team is always willing to help and improve the platform.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk helps us to solve is support ticket management. We receive a high number of tickets on a daily basis and need something to help assign and solve tickets faster. Zendesk does just that. Because of how easy it to use, we've been able to improve our First Reply and Full Resolution times.
out of the box simple to use - features can get complex
What do you like best about the product?
it syncs well with our current tech stack, simple enough to use right away out of the box. customizable if needed, but basic enough for anyone to understand. works well with teams big and small.
What do you dislike about the product?
it can get complicated. Lots of features, customizations, but not a ton of support on implementing (not without a high $$ at least). Basic/standard is pretty boring, their sales team is not technically saavy and usually just reaches out to get you to upgrade.
What problems is the product solving and how is that benefiting you?
ability to organize and repond quickly to customers who have general questions. Using macros, we can not only respond quickly, but have a unified and similar verbiage for every customers so there is no issues with communicating.
Zendesk is super easy and affordable
What do you like best about the product?
Everything is in one place, and it is super easy to manager our client care care team.
What do you dislike about the product?
I dont love the analytics platform, i wish it was a little more like excel.
What problems is the product solving and how is that benefiting you?
I like that everything is in one place.
Best Support Suite
What do you like best about the product?
The ability to view other co-workers who are working on a ticket at the same time and easier collaboration.
What do you dislike about the product?
I wish that we had the ability to forward emails externally in an easier way.
What problems is the product solving and how is that benefiting you?
The ability to solve tickets in a faster manner while also making it easier to work on multiple tickets at once.
It was a decent tool and the new changes have made it unusable
What do you like best about the product?
Callum and team are attempting to help us maximize our use and are listening to the feedback where the changes have fallen short.
What do you dislike about the product?
Nobody enjoys a cost increase. The changes that are made to chat have made our team less productive. They are moving in an AI type of situation while we are still wanting to offer our higher tiered customers human contact.
What problems is the product solving and how is that benefiting you?
Chat was great and helped us identify when a customer was getting stuck at checkout or something similar. The new agent workspace will take that away. "Ease of use" below - let me explain that the tool itself is easy to use before agent workspace. The reporting features are a bit of a nightmare and now we will have to start over. This is a catastrophe.
Easy to implement. Amazing support. Excellent product!
What do you like best about the product?
All chanells are combined and easy to naviate through.
What do you dislike about the product?
Open tickets tabs can be confusing at times.
What problems is the product solving and how is that benefiting you?
Keeping track of issues and linking them to customer incidents. Easy to review, track and provide resolutions.
Easy to use and effective
What do you like best about the product?
We use Zendesk Support Suite primarily for the knowledge base "Guide" component. In our experience it strikes the perfect balance between ease of use and power and ability to customize. With third-party themes and components available you can do almost anything you want with little to no custom coding.
What do you dislike about the product?
Zendesk support is hit or miss in terms of helpfulness.
I'm very interested in using Zendesk Gather as a customer forums solution, but it's very basic and there aren't many resources available to support it.
I'm very interested in using Zendesk Gather as a customer forums solution, but it's very basic and there aren't many resources available to support it.
What problems is the product solving and how is that benefiting you?
Our knowledge base is a key driver in ticket deflection and supporting self-serve and scalable growth. It's easy to use for both internal users and customers, search optimized, and customizable.
Great to track open items
What do you like best about the product?
The ability to write internal comments on tickets and tag people allow for all communication on a ticket in 1 place
What do you dislike about the product?
Some of the integrations with other systems could be more robust.
What problems is the product solving and how is that benefiting you?
Centralized place for clients to ask questions and get resolutions. Also easy to identify when new knowledge base articles would be useful.
Great product, but account manager is slow to respond
What do you like best about the product?
Add on Applications to customize the business data and communication needs
What do you dislike about the product?
I have been trying to change our subscription for 4 months and still do not have a result. I've been overcharged for months.
What problems is the product solving and how is that benefiting you?
Communicating with our customers is easy. The Zendesk account manager should try doing that when his customer has been asking for something since April.
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