Zendesk Suite
ZendeskExternal reviews
6,519 reviews
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Their features are quite expansive and the general user interface is quite accessible.
What do you like best about the product?
I think Zendesk's automation features & API within Support Suite it make it very customizable to catch a wide variety of scenarios. Things like triggers, automations, macros, and more go a long way in helping to expedite the support baseline for our agents. The interface also generally has a nice aesthetic and is easy enough for new agents to pick up.
What do you dislike about the product?
There are small improvements that could be made to flesh out certain launched features. For example, some features like Triggers can be filtered while Automations cannot. I wish there was consistency in the level of Support here. The only alternative to these situations is more manual work/searching and or sometimes using the Zendesk API. However, using the API is limited as well sometimes and/or requires some additional scripting.
What problems is the product solving and how is that benefiting you?
It helps us respond to customer inquiries through a unified channel and in a timely manner. It accomplishes this primarily by providing our agents with a consistent workflow that can be constantly iterated over and optimized. Happier customers means better retention for us.
Added efficiency and consistency
What do you like best about the product?
Having the ability to create tickets for all communications is a great way to track employee statistics, SLAs and user satisfaction
What do you dislike about the product?
There is a little bit of a learning curve in getting used to the system and learning how to administer the system. The lack of ready customer service can be very frustrating.
What problems is the product solving and how is that benefiting you?
It satisfies our need to have full documentation and tracking of requests. When used correctly it saves our agents time and provides our end users with consistency.
Great platform
What do you like best about the product?
The big configuration options. You can change a lot of parameters by yourself easily.
What do you dislike about the product?
The organization of the views or macros could be more simple.
The absurd limit of the maximum number of views it's annoying.
The absurd limit of the maximum number of views it's annoying.
What problems is the product solving and how is that benefiting you?
Manage a big number of petitions and send it to the responsible departments
Overall great CRM platform
What do you like best about the product?
Easy system to navigate. Some changes have been made recently that I feel have definitely made zendesk even better! Also, nice to know that Zendesk support is there to help when customers need assistance. A good amount of help center articles as well.
What do you dislike about the product?
Sometimes there are some little bugs in the CRM when doing support tickets. If linking a ticket and trying to save another ticket that was linked, it encounters a conflict and does not complete the action. This happens a lot. Also, not being able to fire off automations immediately is a huge inconvenience. I do not want to have to wait until the top of the next hour to fire an automation I have set up. Please allow us to run automations immediately. It would be nice if there was better reporting for quantifying and qualifying trends of issues that users are reporting.
What problems is the product solving and how is that benefiting you?
Allows us to create different views so that we can track certain reported issues from our customers and its pretty easy to set up.
I haven't seen a more capable support ticket suite over the last 5 years
What do you like best about the product?
Explore Dashboards, help gain useful insights
What do you dislike about the product?
Some AI enhancements could potentially read keywords and offer recommendations for similar tickets for agent disposition.
What problems is the product solving and how is that benefiting you?
Managing the totality of customer support experience and service levels
Good Software
What do you like best about the product?
The product documentation is very thorough and easy to follow, making setup and problem solving much easier.
What do you dislike about the product?
Limitations that impact more company/project specific setup preference. Example: Inability to redact PII that is not in the body of the message, inability automatically to send certain calls straight to VM without setting up a workaround, etc.
What problems is the product solving and how is that benefiting you?
Coverage of multiple phone lines by 1-2 staff members at a time.
Zendesk Support Review
What do you like best about the product?
Zendesk Support is easy to reach, and also easy to get a feedback, either on your chat, or on your e-mail, if you leave the page.
What do you dislike about the product?
The Admin part of the website could have some improvements, regarding fields, forms, etc.
What problems is the product solving and how is that benefiting you?
Quick feedback > Allowing me to have quick feedback towards my clients.
Zendesk is one of the most user friendly and nifty solution
What do you like best about the product?
Zendesk provides support almost anywhere to interact with prospects and customers. We can message live chat, social media channels like facebook and twitter and also email.
What do you dislike about the product?
At times when we run into issues, we have to encounter delayed customer service support. The UI takes time to adjust and learn. You need to pay extra for the users.
What problems is the product solving and how is that benefiting you?
It helps us connect our prospects snd cusptmers via multiple channels from within one dashboard and be able to productively work out of it. It helps us tap audience from across all our channels.
Zendesk is one of the best support tool
What do you like best about the product?
We can integrate it with social media platforms to respond quickly.
What do you dislike about the product?
Their support isn't as good as it used to be once upon a time
What problems is the product solving and how is that benefiting you?
Handling chats and interaction from social media platforms like Facebook and Twitter
All in one customer support
What do you like best about the product?
Zendesk's Knowledg base and integration facility is something I really like. It's really easy to setup and has a clean UI that's easy to use.
What do you dislike about the product?
I guess they can have a shortee lead time for solving challenges we face in day to day operations.
What problems is the product solving and how is that benefiting you?
We use Zendesk to automate various functions of our business. We also use it to maintain our knowledge base.
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