Zendesk Suite
ZendeskExternal reviews
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Most complete CRM tool
What do you like best about the product?
Zendesk is the most complete CRM tool I've ever seen, both for its variety of integrations with other platforms and for its complete business rules and infinite configuration possibilities.
What do you dislike about the product?
It still lacks some more complete features for chat like first response SLA for example.
The automations interface is still very old and visually outdated compared to the rest of the features, making it even a little uncomfortable to use.
The automations interface is still very old and visually outdated compared to the rest of the features, making it even a little uncomfortable to use.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of the company that I work for, mainly in customer service, efficiently and quickly, making the ticket resolution rate always close to 100%
Great with integrations providing seamless support
What do you like best about the product?
The UI of Zendesk has been created with ease of use.
The vast range of additional integrations makes ZenDesk a powerful tool
The vast range of additional integrations makes ZenDesk a powerful tool
What do you dislike about the product?
The cost implications for smaller customer support teams requiring additional (Expensive integrations)
What problems is the product solving and how is that benefiting you?
It provides a stable reliable Support suite
Intuitive and highly customizable
What do you like best about the product?
Very easy to use but can also be customized to suite your company's needs
What do you dislike about the product?
Communication history can sometimes get extensive. It would be nice to see only the most recent response from each email, not the growing thread.
What problems is the product solving and how is that benefiting you?
The Support Suite helps us track responses to customers and communicate seamlessly with our Sales team.
Great support
What do you like best about the product?
Zendesk provides our users a slick personable experience which is not over populated with IT jargon. Everything points towards the user having a great time with support.
What do you dislike about the product?
The explore reporting is not intuitive and does not update quick enough. I often find myself spending hours trying to get the data out.
What problems is the product solving and how is that benefiting you?
IT support experience. Knowledgebase management and self service.
We are now deflecting tickets using guides for our users
We are now deflecting tickets using guides for our users
A bit complex to set up at times, but once you do, it can be super powerful.
What do you like best about the product?
Zendesk is highly configurable and allows you to create very specific processes, automations, tools, and more. For the most part, it seems like almost anyone should be able to make it work for their process.
What do you dislike about the product?
Some basic functionality is missing such as the ability to export tickets and their data. Also, even though there is often a way to do what you want or configure some automation or filter, it can be super non-intuitive and difficult to figure out. That being said, the support they provide usually helps get the job done.
What problems is the product solving and how is that benefiting you?
Zendesk gives us a system to organize customer requests and keep track of responses. This helps us keep our standards high!
Zendesk support is very effective, but has its limitations
What do you like best about the product?
I like that zendesk support has the option of creating triggers, automation, and macros, which makes the agent's life easier, as well as a faster response to our customers. I really like that we can integrate zendesk support with third-party apps and improve the experience, as well as the other platforms linked to the zendesk support as the zendesk explore, chat, guide and talk. Recently we started to use the zendesk sell and its amazing to see the benefits of the integration with zendesk support. One other thing that makes the integrations work even better is the agent workspace, I like that zendesk wants us to offer the best experience to our customers and at the same time to our employees.
What do you dislike about the product?
Zendesk support has a lot of features and some of them are not yet complete, or working perfectly. We would like to do have more conditions for the triggers and automation that would run in less than 1 hour. Not sure if the chat and messaging is something that is inside the zendesk support suite, but we are facing some challenges in that part, especially with the triggers and integrations with zendesk sell.
What problems is the product solving and how is that benefiting you?
Splitspot is a coliving company, and we are trying to use zendesk as our main point of communication with potential leads, landlords, and customers. Zendesk helps us better address their concerns and solve this questions, as well as deal with any kind of emergency.
Has been a very helpful tool. Missing a few features.
What do you like best about the product?
I see that Zendesk has now made some strides towards making its ticketing service more ITSM friendly by allowing you to track IT assets. Although I see this feature hasn't rolled out its a good step for them to enter other customer service markets.
What do you dislike about the product?
Reporting features need to be improved and the ability to export data quickly for further data analysis
What problems is the product solving and how is that benefiting you?
It's solving the lack of data we have within our customer service team. It exposes the areas we need to improve throughout the company by allowing us to see valuable feedback from our customers.
Great, robust, well-supported, versatile
What do you like best about the product?
Everything we need, all in one place. The Zendesk team has been fantastic. Whether providing technical support, helping to workshop ideas, connecting us with partners, no complaints!
What do you dislike about the product?
Zendesk is an incredibly complex tool. Despite the excellent documentation, support and constant improvement, it is still difficult for the uninitiated to grasp all that it can do. This can make it difficult to sell new functionality to business leaders.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to consolidate information and tools in one place. The interface is intuitive and the tools are powerful. We have seen a tremendous improvement in efficiency and effectiveness of our staff, which can be directly attributed to Zendesk.
Some of The Best Support You'll Find
What do you like best about the product?
The support team went above and beyond to help us get our account working. Even with few details on the information needed to access the account and despite the fact that it had been lying dormant the team helped get the account up and running. Kudos guys!
What do you dislike about the product?
- Built for larger enterprises
- There are cheaper options out there
- More complicated to set up and manage than a lot of the fresher suites in the market
- A little expensive compared to competitors
- There are cheaper options out there
- More complicated to set up and manage than a lot of the fresher suites in the market
- A little expensive compared to competitors
What problems is the product solving and how is that benefiting you?
We needed a platform to solve user queries in an agent-assisted + self-help medium, and Zendesk Support Suite allows us to do both on one platform. Still need to check whether Zendesk has a chat option for clients.
Easy CX Tool to Manage and Setup
What do you like best about the product?
ZenDesk's strong points are that it's easy to setup without requiring detailed technical knowledge or IT support to configure. If you're a manager for a team that requires Support Suite, you'll be able to set it up on your own by going through the documentation.
What do you dislike about the product?
Because of ZenDesk's low-code approach to setting up the tool, there can be times where you can't configure ZenDesk exactly as how you want. But that is a small thing compared to the pros of this software.
What problems is the product solving and how is that benefiting you?
Support Suite is helping us to better manage our variety of customer requests in a streamlined and automated way. This has allowed better tracking of our staff's performance and staffing needs as our business scales.
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