Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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It is and amazing tool to manage Customer tickets and Chat.
What do you like best about the product?
The system is completely configurable and customizable to your brand. The help articles were to the point and there is good customer support if you ever need it.
What do you dislike about the product?
Nothing in particular jumps out. The project is well designed and updated from time to time.
What problems is the product solving and how is that benefiting you?
Customer Support tickets and Wiki, FAQ for the eCommerce business. Also, multi-lingual content is supported natively on the platform.
Review on latest support request
What do you like best about the product?
Automations, adding macros that allow you to add tags. We just switched from using FreshDesk and you could not add tags to macros, which makes issues much more difficult to track.
What do you dislike about the product?
UI is kind of outdated. Admin Center always opening new tabs. Going from Admin > Team Members > One Specific Team Member > Permissions opens new tabs all over the place.
What problems is the product solving and how is that benefiting you?
General questions from our users. It creates efficiencies in being able to use macros and ensures consistent messaging.
Support Service Software
What do you like best about the product?
The best Service Support Suite by Zendesk is helping faster resolutions of tickets along with multi channel support interface helps in sharing the the problems and client requirements to the development team for our own products.
What do you dislike about the product?
Technical setup required, thankfully there are Zendesk experts to help and expensive if you want to use all features of Zendesk
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps in resolutions of client tickets, general enquiries received along with faster resolutions
Highly likely, I would recommend service to my colleagues/partners
What do you like best about the product?
Easy and understandable interface, also perfect Customer Support department (fast reacting to issues, auto- informing on issues etc)
What do you dislike about the product?
Hard to say right now. We are still waiting for API integration and after that will be able to answer this question:)
What problems is the product solving and how is that benefiting you?
Chatbot, supported by Ultimate, helps us to solve fully by bot, general customers' requests
Excellent Support
What do you like best about the product?
The support as usual is great. In addition to this, I have always found ZD KB very very useful. Whenever I am stuck anywhere, I check for the KB articles and in most of the cases I am able to get the answer from there itself.
What do you dislike about the product?
With hands on experience from quite a long time, I now find the UI of Zendesk quite user friendly.
What problems is the product solving and how is that benefiting you?
I would say its a complete package that helps you achieve anything and everything in this customer support industry.
Always impressed with zendesk, having used it myself for several months at my own Place of business.
What do you like best about the product?
I love how many different companies use zendesk for Support these days… it’s like a household name now, at least among tech geeks like me ☺️ & it’s been around for a really long time. I would say that y’all service has gotten comprehensively better overtime, it definitely has steadily improved -as expected.
What do you dislike about the product?
In general I would really appreciate it if customer service representatives would actually answer all of the questions that a user asks in any given voicemail or chat message, etc. I find it so rare that they actually go out of their way to answer the questions which is really sad and that’s not just zen Desk. That’s all Support via the Internet, especially chat.
What problems is the product solving and how is that benefiting you?
Working out the kinks in some of the newer features, like widgets, etc. zendesk is great about Actually listening to client feedback.
Recommendations to others considering the product:
Utilize the support feature, ask questions when you're not sure how how to do something, otherwise you can really make some serious errors with your customer support.
Ultimate has been a great partner in helping us navigate the chatbot space.
What do you like best about the product?
Ultimate's easy to use UI is very helpful. I especially like the confusion matrix and ability to quickly train expressions to bot flows.
What do you dislike about the product?
The product does have quite a few bugs that come into play as they are rapidly releasing new features.
What problems is the product solving and how is that benefiting you?
Ultimate is helping us provide self-service materials to our customers to intercept common questions and help customers that do need a human by routing them to the best group.
Recommendations to others considering the product:
Very flexible product
Solid support desk offering
What do you like best about the product?
My experience improved because Zendesk has continued to be reliable and easy to use day to day. The ticketing workflow is clear, reporting is straightforward, and it helps keep customer queries organised across the team. It has become more valuable over time as we’ve used more of its features and embedded it further into our support process.
What do you dislike about the product?
Support can still occasionally be slower than ideal, and some advanced configuration or admin tasks can feel more complex than they need to be. Pricing can also become a consideration as more features are added.
What problems is the product solving and how is that benefiting you?
Keeping all of our clients in the same portal
I have been a Zendesk Admin for 3 years (certified for 2)
What do you like best about the product?
easy to complete day-to-day tasks within Zendesk
What do you dislike about the product?
some steps back with new features with lacking communication from Zendesk product team
What problems is the product solving and how is that benefiting you?
It provides valuable channels through which we can receive customer support tickets, so it allows us to hear from our customers and quickly respond
Top 5 ticketing systems
What do you like best about the product?
The user-friendly UI and the easy integration with Atlassian, JIRA, Confluence, etc. Learning how to use the software was a breeze. Had a few training classes with employees who never used the product and only took roughly an hour to train on.
What do you dislike about the product?
Configuring and optimizing can be very time consuming
What problems is the product solving and how is that benefiting you?
The excellent ticketing system allows the team to view and complete tickets as they come in. With multiple support reps needing to be able to solve and complete tickets, each one can see when the other has selected a ticket to work, and the ticket queue updates almost real-time.
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