Zendesk Suite
ZendeskExternal reviews
6,519 reviews
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Quick, kind and clear support
What do you like best about the product?
Service is useful and quick. Answer arrives after a couple of minutes
What do you dislike about the product?
Direct link to articles without have the response in the chat
What problems is the product solving and how is that benefiting you?
implementation of new channel, setup and clarifications
Gained a warm and useful support from Junilyn Legario
What do you like best about the product?
It seems like I can ask any questions relating to Zendesk.
What do you dislike about the product?
I don't know exactly what is Zendesk's working hours. Sometimes, I got slow responses, and at that time I haven't been at my PC already.
What problems is the product solving and how is that benefiting you?
Making a report
Flexible, mature, customer-success focused tool that is central to our Customer Success and growth
What do you like best about the product?
Built-in functionality to both implement and operate our support processes and manage customer satisfaction for our growing product
What do you dislike about the product?
Minor issue but sometimes the product has grown so rapidly that some features and terminology has changed
What problems is the product solving and how is that benefiting you?
Customer Support for a growing product and team that is flexible enough to allow us to avoid hardening too many processes, allowing us flexibility
Zendesk Support Suite - excellent for businesses looking to streamline customer support.
What do you like best about the product?
Very easy to manage from an administrative standpoint - very easy to organize workflows from a user perspective.
What do you dislike about the product?
Needing to have separate applications open to view history of chats when an end-user creates an email ticket.
What problems is the product solving and how is that benefiting you?
Made it easy to service customer's questions and issues in a VERY timely manner. We've been able to service all member requests within minutes instead of days compared to other companies that we've dealt with.
Recommendations to others considering the product:
Zendesk Support Suite is an incredible tool if you're looking to streamline your customer support processes.
A great suite product to configure and start with.
What do you like best about the product?
The detailed help center articles.
Easy to use admin center.
Events section on all the tickets.
Easy to use admin center.
Events section on all the tickets.
What do you dislike about the product?
Not easy to do basic stuff like child ticketing etc.
The help center is a bit difficult to configure.
The help center is a bit difficult to configure.
What problems is the product solving and how is that benefiting you?
We are trying to scale up our support tickets and Zendesk being our channel partner is helping us solve this, with a data-oriented approach.
Recommendations to others considering the product:
Always review the Zendesk suite plans while you are looking at different CRMs in the market. It's a must-have CRM for every organization.
Great support
What do you like best about the product?
There are a lot of technical settings, you don't understand at first. And if I do not come right with the support suite the customer support in the chat function answered quickly and was very patient with my questions.
What do you dislike about the product?
It may seem confusing at first to go through all the small settings. I have to read sometimes through it 2-3 times to understand what i being said and what needs to be changed in order to fix the issue.
What problems is the product solving and how is that benefiting you?
Emails did not send out, so although we answered all emails the customer did not receive the mails, which can cause bad reviews in our business. Now all settings are correct and we hope we don't have the problem in the future.
Recommendations to others considering the product:
Zendesk is pretty simple to use. You may need some setup guide when programming it for more advanced settings but their support is great.
Zendesk Support Suite
What do you like best about the product?
Zendesk is highly programmable, allowing organisations to customise it based on their needs. Their support is also highly technical and more than willing to assist in these areas
What do you dislike about the product?
Certain expected features are not present, requiring 3rd party apps to supplement them. Zendesk can further improve on this aspect by implementing more highly user requested features.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us consolidate and track all our customer support info in a single location, providing traceability of replies & actions, and hastening our response time.
Zendesk Support Review
What do you like best about the product?
My company has used Zendesk Support for 10 years. Our customers are businesses and it allows the users to see their ticket history - Easy for agents to manage the ticket queues, see when new tickets come in and organize the outstanding tickets in a way that makes it easier to manage. It also has integration with our Atlassian Jira which is helpful in escalating tickets to our Data Center team or engineering.
What do you dislike about the product?
One of the things that has been a bit difficult is some limitations on the search function. The other thing is that our users are associated with their company\organization by their email domain and it has been challenging when a company changes their email domain. Also, when looking at users in the end user lists, they are not sorted in any particular order that makes sense, like grouped by company or alphabetical.
I wish that we could export data with some filtering capability - we create our own reports for analysis - I have not found the available reporting to be that useful. We have many, many tickets that are open for a long time due to the customer or nature of the request and so simply measuring on time-to-close is not a meaningful metric for us in most cases.
We have had some difficulty in getting customers to use the portal vs. email - they often will open a new request by responding to an email from an older one which then reopens that request or creates a followup - when the new thing has nothing to do with the new request. I call it "running a tab" - but it skews our ticket stats lower as we should have a new ticket for each new request.
I wish that we could export data with some filtering capability - we create our own reports for analysis - I have not found the available reporting to be that useful. We have many, many tickets that are open for a long time due to the customer or nature of the request and so simply measuring on time-to-close is not a meaningful metric for us in most cases.
We have had some difficulty in getting customers to use the portal vs. email - they often will open a new request by responding to an email from an older one which then reopens that request or creates a followup - when the new thing has nothing to do with the new request. I call it "running a tab" - but it skews our ticket stats lower as we should have a new ticket for each new request.
What problems is the product solving and how is that benefiting you?
It is extremely helpful to have a complete history of our interactions with customers. In a lot of cases, we can find answers to new questions by searching old tickets to find another time when we resolved the same issue; OR, customers want to know when they did a particular thing and we are able to find the event in their ticket history.
We are able to track which customers put in the most "how do I" type requests so that we can reach out to them and suggest additional training. It allows us to see if a new software release results in an increase in incident tickets.
We are able to track which customers put in the most "how do I" type requests so that we can reach out to them and suggest additional training. It allows us to see if a new software release results in an increase in incident tickets.
Recommendations to others considering the product:
This was easy to set up and we've used it for 10 years.
Zendesk Support Suite is a complete tool for customer support
What do you like best about the product?
Zendesk Support Suite is a complete tool for customer support. The integration of the chat and ticketing system is the best thing you can have.
Chat Agents can forward the customer to the next step of assistance in just one click, that's so easy!
Chat Agents can forward the customer to the next step of assistance in just one click, that's so easy!
What do you dislike about the product?
Very little things: the fact that you can't personalize a lot the email signature (for example with images)
the fact people are confused about how to reply, because of the instruction to write above the line: that's kinda confusing for them
the fact people are confused about how to reply, because of the instruction to write above the line: that's kinda confusing for them
What problems is the product solving and how is that benefiting you?
We can help people with a complete suite of support center: faqs, live chat, emails, social media and so on!
Is really cool to have everything in one space because it helps you work in an efficient and rapid way
Is really cool to have everything in one space because it helps you work in an efficient and rapid way
Recommendations to others considering the product:
Everything in one space helps you work in an efficient and rapid way
Does the trick, plenty of integrations available
What do you like best about the product?
Integrations are widely available, the UI is slick.
What do you dislike about the product?
Bulk email features a bit limited, no Klaviyo data visual in Zendesk
What problems is the product solving and how is that benefiting you?
Received competent help around my Klaviyo integration so we can exclude open tickets from capaigns
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