Zendesk Suite
ZendeskExternal reviews
6,764 reviews
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Ease of Use and Flexibility Power Zendesk Success
What do you like best about the product?
I find Zendesk for Customer Service to be a great tool for gathering data and providing responses within SLAs. I really like its ease of use and flexibility. As an admin, it's simple to roll out configurations, and as an agent, it's easy to work with and understand how to interact with tickets.
What do you dislike about the product?
I want more flexibility on SLAs and a more robust re-assignment feature.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps us gather data and provide responses within SLAs. It's easy to use as an admin-configuring it is simple and as an agent, it's easy to work with and understand ticket interactions.
Zendesk Streamlines Ticket Workflows and Builds a Strong Knowledge Center
What do you like best about the product?
Zendesk has been great for managing our ticket workflow, communicating across departments within a single thread, and providing us with an opportunity to create a better knowledge center for the company.
What do you dislike about the product?
Accessing new features, especially in regards to AI, can be time and cost prohibitive for smaller desks because the investment isn't scaled by need.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us resolve customer issues while also capturing specific ticket data. From that data we have been able to generate new reports and insights to drive positive customer changes and inform our product development team about areas to develop into.
Easy to Use with Lots of Useful Features
What do you like best about the product?
Easy to use and lots of useful features, easy integration.
What do you dislike about the product?
Sometimes it's hard to find the information since there are so much.
What problems is the product solving and how is that benefiting you?
Macro templates help providing consistent response. Data tracking is easy with categorization.
Seamless, Efficient Support Workflows with Zendesk’s Constant Enhancements
What do you like best about the product?
Zendesk is constantly pushing out new product enhancements, which make optimizing our support workflows seamless and efficient.
What do you dislike about the product?
Zendesk pushes out too many new products so frequently, so it becomes difficult to keep up with new releases and avoiding falling behind.
What problems is the product solving and how is that benefiting you?
Centralized inbox, automating workflows, and improving resolution times.
Flexible Multichannel Support That Empowers Agents
What do you like best about the product?
I like the ability to use more than one modality. Its ability to service chat/talk and email allows our agents to provide customer service in the modality they feel most comfortable.
What do you dislike about the product?
There is room for improvement with the triggers and automations built into the system and having the ability to audit them for optimized results.
What problems is the product solving and how is that benefiting you?
It's solving support for our users on our platform. We service school districts where they use our platform to communicate with families and students in their district. Without ZD, we would'nt be able to effectively service our customers.
Zendesk Automations and Macros That Supercharge Repetitive Tasks
What do you like best about the product?
Zendesk has a suite of triggers, automations, and macros that greatly simplify and speed up repetitive tasks. The help center is also a useful repository for customer self service and employee manuals.
What do you dislike about the product?
Some of the systems can be somewhat opaque to use and new features can be slow in coming. They are big into AI now, but it took 10 to add a preprogrammed autoresponder.
What problems is the product solving and how is that benefiting you?
It assists with customer complaints and as a transactional aid.
Fast, Reliable Zendesk with the Right Level of Complexity
What do you like best about the product?
Zendesk is fast and reliable, with just the right level of complexity.
What do you dislike about the product?
My team and I rarely run into issues with Zendesk. The one improvement I’d recommend is making email template customization easier—having a drag-and-drop customization window would be amazing.
What problems is the product solving and how is that benefiting you?
The platform provides the fast, efficient support customers need, and that’s what I love most about it.
Easy Customer Feedback Responses in One Place
What do you like best about the product?
I love that I can read the customers concerns or praises and respond to them.
What do you dislike about the product?
Nothing. I think it’s a great product for any business.
What problems is the product solving and how is that benefiting you?
It allows customers to voice their opinions or concerns about services or products they received from our company. This benefits us because we can analyze that feedback and correct issues or improve processes
Zendesk Centralizes Conversations with Time-Saving Automation and Useful Reporting
What do you like best about the product?
Zendesk keeps all of your customer conversations—email, chat, and phone—in one place, so nothing slips through the cracks. It also has solid automation tools that take care of routing and follow-ups, which saves a ton of time on repetitive tasks. The reporting is genuinely useful too, since it helps you see how your team is performing and pinpoint where things could move faster.
What do you dislike about the product?
Setup can take a while initially but once it's up its extremely efficient
What problems is the product solving and how is that benefiting you?
It helps us meet our customer support needs by offering automated ticket management, which makes the overall customer experience much better.
Great Workflow, Simple and Easy tSImple to useo Use
What do you like best about the product?
The workflow is great, very simple to use
What do you dislike about the product?
Mobile app is not that great. Should be better designed.
What problems is the product solving and how is that benefiting you?
Processing tickets very faster
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