Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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ZenDesk has many features, but unfortunately a lot of features are limited for basic plans
What do you like best about the product?
Multiple communication lines with clients
What do you dislike about the product?
The Customer Support team response times.
What problems is the product solving and how is that benefiting you?
Being able to answer our client inquiries in a quick and efficient manner. Better service leads to higher Customer satisfaction rates and thus sales.
How to bulk update tickets?
What do you like best about the product?
Support provided screenshots which was easy to follow
What do you dislike about the product?
wait time to connect with agent, it took 20mins +
What problems is the product solving and how is that benefiting you?
bulk updating ticket values
Great product
What do you like best about the product?
Very divers product set that covers so many areas of your business. Very user friendly both for admin, setup and maintenance as well as agents to jump in and operate the system.
What do you dislike about the product?
Partner ecosystem not quite as large as some other companies, like Salesforce. Getting really meaningful reporting does require a fair bit of work for the user including creating may custom measures. Out of the box reporting is not great for a complex business with many tiers and support paths.
What problems is the product solving and how is that benefiting you?
It provides a central place for all ticketing, help documentation and support channels. We are able to consolidate all channels into one system and this creates a simpler path for our clients to engage with us.
Recommendations to others considering the product:
Good tool, Ideally suited for B2C environments. Great if you run a front line customer support structure. If you have multiple tiers, multiple brands, complex structure, you may struggle with getting actionable and clear data, especially around ticket flows and bottlenecks.
Has almost everything you need..
What do you like best about the product?
It's simple for the customer support agents to use. They can do almost everything from one screen rather than going into various applications. The calls with my new CSM have been helpful and productive!
What do you dislike about the product?
It's a bit restrictive. if you want other elements you need to intergrate thrid party software (or it just doesn't exist). When I try to get help for some things (my CSAT scores just disappear for no reason..) no one seems to be able to figure it out. Also, reviews with account managers are just "do you want any more logins?".
What problems is the product solving and how is that benefiting you?
Answering our clients queries quickly.
Generally good support with quick turn around times
What do you like best about the product?
It's useful to have the chatbot come back to you so you don't have to sit waiting for an agent (generally I have non-urgent queries so can wait).
What do you dislike about the product?
Sometimes you get redirected towards Zendesk help articles which aren't very useful - not a fault of the support suite but you need to go back to the chat bot afterwards.
What problems is the product solving and how is that benefiting you?
It's helping us to accelerate our growth and what we get out of Zendesk without having to use third parties or spend more!
i have been working as a zendesk support admin and the tool is pretty easy to use.
What do you like best about the product?
there are a lot of things we can customise according to our requirements and this tool is pretty easy to use and the support is also very effiecient.
What do you dislike about the product?
there are a few limitations for which we have posted in community and hoping they new features get added soon.
What problems is the product solving and how is that benefiting you?
we use Zendesk as our primary tool for support and it helps us with a lot of automation and triggers and this makes the life of our agents very easy.
Zendesk usage review
What do you like best about the product?
It is easy to use.
It is highly customizable as per requirement.
Ticket management is very efficiently handled.
It is highly customizable as per requirement.
Ticket management is very efficiently handled.
What do you dislike about the product?
There is nothing in the application that I disliked.
What problems is the product solving and how is that benefiting you?
It is helping us in managing the user queries and efficiently handling them.
The systematic arrangement of the mails/tickets is really helpful in finding and working with them.
The systematic arrangement of the mails/tickets is really helpful in finding and working with them.
Recommendations to others considering the product:
Zendesk is a very handy and useful tool. It simplifies the ticket and mail management to next level.
Lots of good features but you need time to find up to date documentation
What do you like best about the product?
Tried and true ticketing system. Messaging, the newest channel for communicating with customers, integrates well with ticketing system.
What do you dislike about the product?
Documentation is not up to date. Searching for "how to" is difficult. I'm supposed to have an Account Manager but as you can tell I've never connected with them. Customer service is helpful but they tell me my Account Manager will only correspond through email. What use is an Account Manager that won't talk to customers?
What problems is the product solving and how is that benefiting you?
Trying to get Live Data. Turns out that this is Beta and currently not available. Later find out that the documentation was wrong in saying that is available for Professional Plan. This is only available for Enterprise Plan.
Recommendations to others considering the product:
Zendesk is not cheap. Make sure you need all the bells and whistles.
Use Zendesk Everyday - good for collecting a lot of information
What do you like best about the product?
Zendesk is good to keep all of your customer information in one place/software - you can keep new, old, priority, etc customer tickets. It can hold a ton of customer information.
What do you dislike about the product?
I wish there was a little more organization of how the information was kept - right now, searching for something can be hard.
What problems is the product solving and how is that benefiting you?
Answering customers very easily. Can route tickets to different departments so they can take a look, very easily.
Recommendations to others considering the product:
Great for large teams
Issue logging in with a new account
What do you like best about the product?
Response was prompt, CSR quickly analyzed issue and provided options
What do you dislike about the product?
I ended up having to have our local admin add me to the account. CSR nor Sales was able to do so. At least, I was able to do it quicker internally.
What problems is the product solving and how is that benefiting you?
We are rapidly growing and need a built out solution for handling more tickets without hiring more help desk techs. Guide and self serve Help is how we are solving.
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