Zendesk Suite
ZendeskExternal reviews
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Simple & Powerful Support Suite.
What do you like best about the product?
Very simple to use i.e user-friendliness.
What do you dislike about the product?
No downsides noticed yet. I dislike some custom plugins that mess up the support suite.
What problems is the product solving and how is that benefiting you?
Zendesk makes the Customer Support & Success workflow very easy. It is also highly customizable.
Powerful but User Friendly
What do you like best about the product?
Still the industry leader in CRM systems in my opinion
What do you dislike about the product?
Still no way to easily report on agent status and this is crucial for contact center management
What problems is the product solving and how is that benefiting you?
Makes it easy to set up an all in one support queue with email forwarding, automatic responses, etc. Our team also uses the sales feature to bring in new business.
Zendesk is easy to implement and maintain
What do you like best about the product?
It is very easy to create triggers/workflow rules.
What do you dislike about the product?
Ticket sharing and analytics could use some work.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to manage support requests.
Zendesk Review
What do you like best about the product?
Zendesk is pretty easy to navigate and keeps our tickets well-organized.
What do you dislike about the product?
There are times I need immediate assistance and had to submit a ticket instead of using an instant chat window. That being said they responded to my ticket very quickly and got my issue resolved.
What problems is the product solving and how is that benefiting you?
The Zendesk support agent was very helpful with my trigger (view) issue. They responded right away and provided helpful screenshots and an explanation.
Super useful for automating customer support features
What do you like best about the product?
Triggers and Automations help manage our customer interactions and allow us to prioritise issues in real time
What do you dislike about the product?
Customer support can take some time to reply, but they are very helpful and can usually fix my issue very quickly when they get in touch
What problems is the product solving and how is that benefiting you?
Automating the categorisation of our customer contacts has removed the need for a supervisor to sit and assign work
API Support due to failed Authentication
What do you like best about the product?
Support provides a way to get specific help for issues. The Support team was able to investigate my issue and provide recommendations to resolve it. Reviewing the documentation was also helpful but with the added Support team I was able to resolve the issue with their guidance.
What do you dislike about the product?
There seemed to be a bit of delay or time difference so I had to wait a while for a response. Would be helpful to have a chat box or a way to say what you have tried so support can move on to the next steps quicker.
What problems is the product solving and how is that benefiting you?
We are moving our help center and support centre. Zendesk support provided additional confidence by helping resolve some issues as we attempt to do something out of the ordinary or at least do something that is not done often.
Easy to use customer service tool
What do you like best about the product?
The way we can send different tickets to different buckets and use triggers to manage the workload. This way we can assign agents to specific ticket types to maximize workflow.
What do you dislike about the product?
there is indeed a learning curve... not the most intuitive platform out there. Takes a while to learn how to do things, and finding help articles is not always easy.
What problems is the product solving and how is that benefiting you?
It's helping us reduce the amount of tickets we manually have to answer by using triggers. It's also very useful to create group-specific macros. Our business performance has increased the equivalent of at least one part-time agent.
Review of Zendesk as a ticketing tool.
What do you like best about the product?
Zendesk allows agents to open multiple support cases in the same browser tab without any lag! When I try to revisit the open cases, there is no time wasted in reloading, which, on a busy day is a life saver!
Also, the software downtime due to updates or bug fixes is bery minimal.
Also, the software downtime due to updates or bug fixes is bery minimal.
What do you dislike about the product?
I've had issues integrating Zendesk with other tools like Flux leading to more cases being assigned to agents than what they should be getting. Although this is not an "Everyday issue", it is still a minute wrinkle that needs to be ironed out.
What problems is the product solving and how is that benefiting you?
Apart from being an excellent ticket management tool, Zendesk offers reporting options which act as "One-stop shop" for all things relating to run a business that is rooted in working with customer reported issues.
Using Zendesk as a user and a developer
What do you like best about the product?
Great tech support :
- very informative answers and customer support
had some issues regarding using the API and configuring triggers - got great support and managed to solve the issue with thier help
- very informative answers and customer support
had some issues regarding using the API and configuring triggers - got great support and managed to solve the issue with thier help
What do you dislike about the product?
sometimes support took too much time, usually it was 10-15m to get customer success on live chat,
but when it took longer and communication was by email - it took longer and harder to solve issues
but when it took longer and communication was by email - it took longer and harder to solve issues
What problems is the product solving and how is that benefiting you?
We use Zendesk for our customer success team
I was responsible for setting up some automation behind (creating incidents on PagerDuty on some specific tickets)
managed to do it fairly easy with their API docs
I was responsible for setting up some automation behind (creating incidents on PagerDuty on some specific tickets)
managed to do it fairly easy with their API docs
Well supported customer support suite
What do you like best about the product?
There are a lot of resources and articles which are helpful in navigating and using the various features and options of the Zendesk Support Suite. They come in quite handy. The Z-bot also gives directions and shortcuts to find them.
What do you dislike about the product?
Reaching the support personnel takes much time. The live support is not easy to get. Need to wait for a long time. No phone call support either. They say email support only and it may take 24 to 48 hours to get back once the support request is raised. This is quite time consuming and not helpful.
What problems is the product solving and how is that benefiting you?
We use it for handling our customer support requests. We have thousands of customers using variety of our product offerings and Zendesk helps us streamline our support offering.
Recommendations to others considering the product:
It is almost a one-stop shop for all your support handling needs.
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