Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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Zendesk Trial Review
What do you like best about the product?
The ability to have a multi-brand setup is imperative to our business. The triggers and automation were very intuitive and easy to implement.
What do you dislike about the product?
Price is high compared to the competition
What problems is the product solving and how is that benefiting you?
Streamlines the communications that we get from customers over several sales channels by brand. This allows us to communicate with customers all in one place and use macros to ensure that they are brand-specific. This makes communications quick and consistent for our customer service team.
New Zendesk User Review
What do you like best about the product?
The macros/placeholders to quickly answer tickets
What do you dislike about the product?
Sometime's I find it hard to access resource articles.
What problems is the product solving and how is that benefiting you?
Better organizing tickets based on category
It is easy to use and support is always there to help
What do you like best about the product?
Zendesk's support, its features it is just so easy to use. They have great documentation and support is always there to help out whenever you get stuck.
I also like that it can be integrated in-app + website
I also like that it can be integrated in-app + website
What do you dislike about the product?
I think the only "bad" thing is the pricing, which is a little high especially for small startups that need to be watching out on budget. Other than that everything is ok. I think their chatbot widget can use some work
What problems is the product solving and how is that benefiting you?
I am solving our entire CRM platform, the benefit it has is its API connections and how easy it is to use and integrate. We use to make phone calls, messages, SMS, and emails.
Zendesk Support
What do you like best about the product?
I use Zendesk in a Salesforce administrator capacity and was working on connecting Zendesk to Salesforce. Not only are there numerous knowledge articles and videos on how to do so but when I ran into an issue the support team at Zendesk was able to help me quickly pinpoint the problem and sent over steps to resolve it.
What do you dislike about the product?
The one area of Zendesk I currently dislike although it may be that I just haven't found out how to do this yet is that I want to show the entire conversation on a ticket in Salesforce and not just the initial request.
What problems is the product solving and how is that benefiting you?
This sync is allowing our CSX team to view outstanding tickets in Salesforce where they spend their time without needing to go into the Zendesk platform. It makes usage a million times easier for our team.
It is a great tool to manage the tickets.
What do you like best about the product?
The reporting feature is very useful. I use this feature to get more insight into the tickets.
What do you dislike about the product?
The reporting feature should be simplified. It is not easy to understand.
What problems is the product solving and how is that benefiting you?
Ticket assignment and reporting.
Great Experience
What do you like best about the product?
Reporting, level of customization/control
What do you dislike about the product?
Not recognizing colored font in replies from customers or if they replied to an older message within the thread (commenting under questions from a previous email) Zendesk did not recognize this either
What problems is the product solving and how is that benefiting you?
Tracking Tech data, product specific questions, building an FAQ database, etc.
Recommendations to others considering the product:
It is a great product and the level of customization was the best part of it. The fields and tags that you are able to assign to the cases is great when it comes to reporting, especially periodic reporting.
We experienced quick responses and work arounds once the issue was identified as a Zendesk issue.
What do you like best about the product?
Support requests are easily formatted and delivered.
What do you dislike about the product?
Difficult to find submit request link to open a new issue. We had to use google to find https://support.zendesk.com/hc/en-us/requests/new
What problems is the product solving and how is that benefiting you?
Sidebar/topbar applications to bring user and org information into ticket views to prevent agents from having to click around between different tabs for pertinent information.
The market leader
What do you like best about the product?
The premier support CRM/system. Usability is simple, packed with features and the ability to automate a lot of your processes. The addition of a dedicated CSM to ensure the platform is set up to maximise your outcomes. Have used this platform at 4 different SaaS organisations now.
What do you dislike about the product?
Can be overwhelming for a small team. With the endless ability to customise, there is a danger of overcomplicating your set-up.
What problems is the product solving and how is that benefiting you?
Simple yet robust ticketing system
SLA management
Reporting (including reatime)
Cost management
SLA management
Reporting (including reatime)
Cost management
Everything and more!
What do you like best about the product?
I love how quickly I get a response!!!!!
What do you dislike about the product?
Sometimes it's hard to communicate over chat.
What problems is the product solving and how is that benefiting you?
I mostly reach out about settings issues. It's opened my mind to the different settings I can adjust that I wouldn't have known about otherwise.
Great system for managing customers and tasks
What do you like best about the product?
Being able to manage tickets and the use of private and public comments
What do you dislike about the product?
Look of the interface, think needs to be more user friendly
What problems is the product solving and how is that benefiting you?
Being able to assign different aspects of support to the relevant teams by adding members or assigning the tickets to the relevant team
Recommendations to others considering the product:
Must-have tool for all businesses
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