Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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I'm a big fan of Zendesk, it's user-friendly and effective.
What do you like best about the product?
Zendesk makes it easy for reps to manage tickets and ongoing cases. There's a seamless connection between emails and chats, which is great. And there is a lot of functionality for macros and triggers that allow tickets to be tagged, automatically closed, automatically associated with groups, and much more. All of that allows for easy-to-use dashboard reporting, and much of the busy work of managing tickets can be eliminated.
It's also very helpful the way data is stored historically. We do a lot of investigating past tickets to identify trends, and this is very easy to do. We can pintpoint what we're looking for with minimal effort. And once we find a ticket, being able to see the events and specific touches and actions that occurred on the ticket is awesome.
It's also very helpful the way data is stored historically. We do a lot of investigating past tickets to identify trends, and this is very easy to do. We can pintpoint what we're looking for with minimal effort. And once we find a ticket, being able to see the events and specific touches and actions that occurred on the ticket is awesome.
What do you dislike about the product?
I dislike that recipients of our emails cannot see all parties CC'd on a ticket. This creates confusion for the recipients, and I've seen many responses from those users telling us to please CC their team, or adding their team onto the thread because they think I have not CC'd them. Of course I have, but they cannot see it. Not seeing all parties present is very much contrary to the way email is expected to work and does work with other email clients/applications.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of support-to-client communication. That's crucial for our business, and for just about any business. Performance increases exponentially from a situation where reps have, say, individual gmail accounts because there is visbility across the entire org. This means it's easier for everyone to know what's going on, to have reps cover for each other, and to measure performance. A client with this functionality is a no-brainer for any business that has regular email or chat communication with clients.
Multi-channel customer support via Zendesk
What do you like best about the product?
The best is that Zendesk unites different communication channels in one tool. Great reporting system.
What do you dislike about the product?
The program is rather complicated and we have managed to set everything up only with the help of a third-party company.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to offer customer support service to our customers via live chat, email, web forms, facebook messenger and phone channels.
Easy to use, great for our app
What do you like best about the product?
It's easy to use and supports an easy integration to our application
What do you dislike about the product?
There are no downsides at all, everything is working great.
What problems is the product solving and how is that benefiting you?
It helped us easily set up a support platform for our customers and easily integrate it with our application.
The Zendesk Support Team is highly available, attentive, and helpful
What do you like best about the product?
I like that my customer's needs can be monitored, evaluated, and changed to create continued best service even as things change!
What do you dislike about the product?
It is had to learn to program but there are TONS of resources from training tools to actual people to reach out to and super detailed help articles.
What problems is the product solving and how is that benefiting you?
It merges all communication to one place so multiple software systems do not need to be checked. It also allows you to see previous contacts so it's easy to know if another agent had just spoken to the same client moments ago.
Finally, ticketing software designed for a Support team!
What do you like best about the product?
My favorite aspects are usability and day-to-day admin needs not requiring certification or deep knowledge of a platform. This is in contrast to some competitors, whose software is less user-friendly for agents and admins.
What do you dislike about the product?
There's nothing we dislike at this point. This is the best piece of Support ticketing software we've used over the years.
What problems is the product solving and how is that benefiting you?
We're able to bring all our support ticketing channels (email, web forms, messaging) into a single piece of software. This allows our team to be more efficient in their day.
I will definetely recommend Zendesk to all my friends in different sectors and firms.
What do you like best about the product?
I like the chat, whatsapp integration over sunco and automessage system for segmented customers,easy to use, omnichannel system, new messaging options such as api call, new routing system(round robin) and great reporting.
Agentic AI Technology, AI Auto Assist(Co-Pilot) and all new features are making Zendesk best and most powerful tool. While decreasing costs, increasing quality in your customer experience management is key adopting the new era of AI
Agentic AI Technology, AI Auto Assist(Co-Pilot) and all new features are making Zendesk best and most powerful tool. While decreasing costs, increasing quality in your customer experience management is key adopting the new era of AI
What do you dislike about the product?
I dislike most in zendesk that no diffferentiation exist for brands in chat. Answer bot actions is not failing for Turkish anymore. THe Apı integration is new to Answer Bot. Thats great!
What problems is the product solving and how is that benefiting you?
It helps us communicate with your customers via different channels in a most affective way. .
Amazing experience, just need to simplify the reporting
What do you like best about the product?
Agent workspace is very user friendly and automation/triggers
What do you dislike about the product?
Reporting needs to be more easily accessed and editable
What problems is the product solving and how is that benefiting you?
Using zendesk as the primary source of all customer related inquiries And we'll be integrating ERP as well
Excellent all round product
What do you like best about the product?
Implementing the Zendesk Support Suite has been a massive improvement to the business and its operations. The suite has made emailing customers more streamlined for staff.
What do you dislike about the product?
No system is perfect and the Zendesk mobile app certainly holds itself to this. The mobile app needs a major overhaul. It doesn't have all features the desktop version has and isn't easy to use.
What problems is the product solving and how is that benefiting you?
Before implementing the support suite, work completion tracking was very difficult. The suite has provided a high level of visibility for work in progress/completed.
Zendesk Live Chat
What do you like best about the product?
The timely response, I was able to receive help within minutes
What do you dislike about the product?
I have no dislikes so far, I've heard the system can be buggy at times
What problems is the product solving and how is that benefiting you?
Generating a link without sending an email to the client
Super Easy to Use!
What do you like best about the product?
The resources available when additional information is need are absolutely amazing.
What do you dislike about the product?
The only thing I can say I dislike is not know that resources are available to me.
What problems is the product solving and how is that benefiting you?
My team has become much more efficient because of the different tools available. Once I became aware of them, I was able to prioritize and implement.
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