Zendesk Suite
ZendeskExternal reviews
6,660 reviews
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Natural to use but powerful
What do you like best about the product?
The natural feel of the end-user experience is what has drawn me to ZenDesk in the first place. Email replies that feel like a normal email chain are amazing.
What do you dislike about the product?
I haven't found many thus far. I wish the triggers were a little more intuitive or powerful. I'd like to be able to be more selective with who stuff gets sent to
What problems is the product solving and how is that benefiting you?
Easy to user and good looking ticketing. It helps us present a great image and allows us to speedily respond to our internal customers.
Recommendations to others considering the product:
It just works, when so many other systems are quite convoluted or clunky.
the best support suite for technology providers
What do you like best about the product?
We moved to Zendesk a few years ago from another system, after trying a few of the alternatives, and do not regret that move. There is a long list of available features for ticket and user management, as well as comprehensive automation options, and available integrations.
What do you dislike about the product?
one thing I do not like is a pretty weak live chat module which is not as flexible as in some other systems. It's adequate for the tech support but not as a marketing channel so we have to use a different live chat service on our main site and it's not ideal.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite to provide technical support to our eCommerce clients, manage communications with clients about the custom projects we work on, and grow the knowledge base with self-help articles.
Recommendations to others considering the product:
This is a great and comprehensive system for a technology provider to manage tech support to the customers.
Best Ticketing Tool
What do you like best about the product?
Chatbot feature we love it because it reduce so many tickets.
What do you dislike about the product?
Nothing as per our usage as a support engineer that is sufficient
What problems is the product solving and how is that benefiting you?
Technical
Amazing experience
What do you like best about the product?
They allwre good and teid best to make sure things gets sorted
What do you dislike about the product?
There are some week points for support in every organisation so that's totally fine
What problems is the product solving and how is that benefiting you?
I had few issues which I couldn't imagine could be solvable but was happy to get it resolved
Recommendations to others considering the product:
Sure go for it for anyone
Quick, friendly, concise resolution!
What do you like best about the product?
Easy to contact, reasonably quick response time, and provided a single response that fully resolved my issue by linking me to an existing article/thread I was unable to find on my own from not using the right keywords. Very friendly and helpful.
What do you dislike about the product?
It seems a lot of long-standing customer requests on the forum go unaddressed or consistently are ignored/not prioritized, despite many customers upvoting the same request and providing consistent reasoning and use cases for why these feature requests would be tremendously useful or important to their teams. There are many years-old requests that have still not been selected for development (something as much of an obvious no-brainer as actual desktop notifications for new tickets or ticket updates) with no good reason provided.
What problems is the product solving and how is that benefiting you?
They have a thorough resource center for self-serve answering any questions you may have, and are available for human support should you need to find something trickier or ask about a feature you may be searching for or hoping for.
User-friendly Zendesk Support
What do you like best about the product?
Sharing more insights of solutions while getting solutions.
What do you dislike about the product?
Nothing for now as just used for API Integration.
What problems is the product solving and how is that benefiting you?
In relation to ZenDesk API integration.
Recommendations to others considering the product:
Well, the basis on my experience when we tried to build API integration with our CRM, the Zendesk support team has guided with their extension to API and knowledge on it.
Satisfaction for using Zendesk
What do you like best about the product?
Ticketing and response to our customer, best for coordinations
What do you dislike about the product?
design looks like an old dashboard kinda things
What problems is the product solving and how is that benefiting you?
incoming call not ringing
Fast Resolution
What do you like best about the product?
I was able to get assistance quickly for the issue I was having and quickly resume by duites. The intergration with Talkdesk makes it close to impossible to preform my job when it's not working
What do you dislike about the product?
BOT feature is not very user friendly at all. You have to provide too many scenarios to get to the correct prompt for your issue. I liked when you could just send an email directly to support
What problems is the product solving and how is that benefiting you?
technical issues- quick resolutions to the issues regarding tech support. This made me more productive and able to perform my job properly. This tool is a major part of my role
Recommendations to others considering the product:
Quality support!
Zendesk - Customer Experience, Customized!
What do you like best about the product?
I use Zendesk Support daily and I like how I can customize the features. It lets me automate my work and inbound ticket volume, which reduces errors. I like how I can also get detailed reporting on interactions with customers and agents. Keeping your inbound concerns sorted can be difficult, but through the use of Groups and specialized Views, Zendesk makes it easy. I can assign my teams to specific groups, and hide any irrelevant tickets. This allows the team to focus on the most appropriate task and not get distracted with secondary items. External users and organizations can also be customized, this allows me to further automate my processes and make sure that tickets get where they need to go as soon as they are created. Zendesk also has a great product support team available via chat, they provide prompt responses and pictures also.
What do you dislike about the product?
Zendesk does have a learning curve and requires input from the users to fully utilize its benefits. The amount of customization, while beneficial, can be intimidating for some. Zendesk makes training courses available, some are free while others have a cost associated. There are times when Zendesk releases a new feature, and although there is a great community for support it can be hard to find details on the release. I would like to see more availability for these updates, keeping them more frequent.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me track who is contacting the team and why. I can easily track tickets using tags, types and dropdowns. Using the SLA feature has also allowed me to focus on hitting "targets" and tracking our success. I can also reward the team here for consistently achieving results. I really like that I can save time, improve accuracy and reward my team all within a single app. The Knowledge Base allows us to maintain our information in one place.
Recommendations to others considering the product:
Let Zendesk work for you! Take advantage of the automations and features.
They got back to me quickly and with great detail on how to fix my login issue
What do you like best about the product?
The chat support. I had it up while I was completing other tasks. This was perfect for what I was needing because I had to jump on a staff meeting and was unable to talk on the phone so having the option for chat support was fantastic!
What do you dislike about the product?
There was nothing to dislike as I was able to complete what I needed help with. As of right now I can't think of a single thing that is prohibiting me from completing tasks and keeping me organized.
What problems is the product solving and how is that benefiting you?
I was having troubles with logging in outside of just "resetting my password." Without having access right away I was not able to do any business which would have had a massive impact in a negative way if this was not taken care of.
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