Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Thank you ZD!
What do you like best about the product?
The ticketing system used in Zendesk is great. It makes it very easy for me to review my BoB, read notes, listen to calls and even integrate it with other platforms, such as Client Sucess.
What do you dislike about the product?
I am not a huge fan of the design, I think it could use a little bit more. Also, finding the ID per customer is kind of difficult sometimes.
What problems is the product solving and how is that benefiting you?
Being able to track the tickets within a situation when I talk to my customers. The follow-up is great tool where you can take notes and see the rep in charge of a call, email or chat.
6 Month review
What do you like best about the product?
The layout, compatibility with other apps, and and the great support team!
What do you dislike about the product?
Currently, only the inability to turn off the new agent mode :)
What problems is the product solving and how is that benefiting you?
Setting up triggers so that I can reduce noise and focus on the important things.
Very helpful
What do you like best about the product?
It was very easy to get connected with someone who was able to answer my questions efficiently
What do you dislike about the product?
The time in between responses was a little slow, but I get sometimes that happens.
What problems is the product solving and how is that benefiting you?
I couldn't figure out why I couldn't use the talk feature, but it was a very easy fix so i got right back on track.
All in one customer service product - The Zendesk Suite covers it all...
What do you like best about the product?
Omni channel and self-service in one. And with the new agent interface, it's even better. It is easy to set up and add new channels. A one stop shop for all thinkable channels.
What do you dislike about the product?
There really isn't that many downsides. Initial setup is fairly easy. More complex setup requires time and technical expertise.
What problems is the product solving and how is that benefiting you?
Being in many channels at once to support customers is easy. Self service is a key factor too. Bringing it all into one program is awesome.
Excellent, Helpful support
What do you like best about the product?
The response time is really quick, the agents are very knowledgeable and I feel sure that they can answer my query. They also provide screenshots to assist in making the required changes.
What do you dislike about the product?
Nothing to really dislike. My only comment would be some changes I wanted to make just were not possible. So perhaps some further flexibility would be really good.
What problems is the product solving and how is that benefiting you?
It is helping me to understand what features we can bring in to better use the system and provide extensive reporting. Also in helping make our agents lives easier when using the platform.
Great company to work with!
What do you like best about the product?
Zendesk has optimized a lot of our customer support tasks, and made it easy to converse with our clients! Since implementing Zendesk's Guide feature, we've actually seen a significant reduction in tickets.
What do you dislike about the product?
Zendesk has a high barrier of entry. It's not the easiest or most intuitive to use, and the UI is rather outdated. However, their documentation is excellent and works well for answering a lot of my questions.
What problems is the product solving and how is that benefiting you?
We had trouble analyzing our most commonly asked questions and looking at what our clients needed. Now we have a great way to analyze what the customers want and are able to use our Guide to our advantage.
Noticing everything with Zendesk
What do you like best about the product?
I like that I can listen to my partners conversations with the support team, I also like that I have everything with Jira in one place and it's easy to access via Slack.
What do you dislike about the product?
I don't like that Zendesk doesn't have a proper way to connect with Salesforce and ClientSuccess, I would like to have a notification everytime a partner calls into support, or someone adds my partner to a Jira via Zendesk
What problems is the product solving and how is that benefiting you?
That I can check past conversations of my partners with support, this helps me understand their issues, or when they call for a bug, I can listen to the call and understand firsthand what the issue is
Great Support Software
What do you like best about the product?
I like being able to save my own templates
What do you dislike about the product?
Sometimes the system is slow when it comes to answering calls.
What problems is the product solving and how is that benefiting you?
Makes really easy start and complete a Support ticket in a timely manner
Zendesk rocks!
What do you like best about the product?
Zendesk is easy to use, allows for great automations, and integrates well with other tools we use.
What do you dislike about the product?
There are still limitations that we would like to see improved. I either post these on the help article or report to a support report.
What problems is the product solving and how is that benefiting you?
It's helping us provide excellent customer experiences to our customers.
Zendesk Support is amazing!
What do you like best about the product?
The features are amazing. They make it so much easier to perform my required tasks throughout the day.
What do you dislike about the product?
Business organization for contractors. I would like to see a better structure for this.
What problems is the product solving and how is that benefiting you?
Business organization for contractors
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