Zendesk Suite
ZendeskExternal reviews
6,660 reviews
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Great Value for smaller companies but significantly lacking compared to more robust products.
What do you like best about the product?
Filed rules and automation are very easy to use and require no advanced training or complex configuration. You can send emails when certain events occur, set fields based on conditions and more with very simple and easy-to-use filters.
What do you dislike about the product?
Reporting and dashboards are significantly more complex to use out of the box. If you want any kind of advanced reporting you need to create or follow a zendesk article just to be able to report on certain basic values. Dashboards are limited in size and how many reports you can add (which makes sense so you don't overload them, but they seem to be cutting it off much too quickly). Something as simple as colour coding fields based on values over or under X needs to be done via code rather than a simple field setting.
What problems is the product solving and how is that benefiting you?
It provides us with an affordable and easy-to-use ticketing system. It has all the basic requirements of a support tool with a good number of reporting and advanced functions to connect with, communicate and assist our customers with issues and resolve them.
April's Review
What do you like best about the product?
How easy ZenDesk is to use, train, configure, customize & implement.
What do you dislike about the product?
There are a few limitations in our Professional Suite & upgrading to Enterprise is too expensive for our organization.
What problems is the product solving and how is that benefiting you?
We have built our business around leveraging ZenDesk, instead of Salesforce, because it's mainly pre-built & so simple to manage.
A full featured support suite
What do you like best about the product?
Zendesk allows you to customise the product to look like your company branding. We used to rely on Teams and emails for IT help requests. Having Zendesk has revolutionised how we engage with our internal customers. It makes life so much simpler to keep track of who needs help.
What do you dislike about the product?
Because it is so powerful, it can feel a little overwhelming when you first log on. Spend time looking at the help; once you get used to it, it's very simple. Better integration with Teams would be helpful.
What problems is the product solving and how is that benefiting you?
We have a company of 200 staff without any IT ticketing system in place. This meant users could not track their requests and IT could quickly become overwhelmed by responses coming in from different channels.
Zendesk for all the support needs
What do you like best about the product?
Zendesk provide us with all the tools that we need on an business support world. From Guides, to Ticketing world, Live Chat, Talk Support etc. With one subscription you can have these variants of support tools.
What do you dislike about the product?
There is no live support from the zendesk support team if we have any issues going on, we need to reach the CSM if we need any immediate help.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us to provide support to our customers and users
A great unified tool
What do you like best about the product?
Using Zendesk has allowed to combine multiple existing tools into one provider. This has allowed us to increase the efficiency of support agents and cut costs across multiple platforms. The ongoing development and updates to the platform have shown their commitment to creating a great customer service tool.
What do you dislike about the product?
Zendesk does have a fairly steep learning curve, especially if you are intending to manage this internally. However using the training resources and support articles there is typically always an answer to any question.
What problems is the product solving and how is that benefiting you?
Previously we were managing multiple different tools with no unified system to tie out customer conversations together. Combining everything into Zendesk has allowed us to get a unified vie of our customers and how we can assist them.
Zendesk review
What do you like best about the product?
I really like the way tickets sort into tabs. Batch selecting and assigning, formatting, and the article creation are all very helpful.
What do you dislike about the product?
The way forwarding works is slightly unclear. I would like it if macro's appeared where I have last selected, rather than always at the bottom. I would really like it if there was an undo-send option. Searching for tagged tickets isn't always easy.
What problems is the product solving and how is that benefiting you?
Zendesk helps me work through all emails customers send my company and make it possible to respond to 100% of the support emails we receive.
a very good experience with
What do you like best about the product?
its interface, customer relationship, the tickets
What do you dislike about the product?
many triggers I can't handle anymore, the closing of tickets, real-time assistance
What problems is the product solving and how is that benefiting you?
traceability, the tracking of complaints
excellent experience
What do you like best about the product?
customer relationship ticket assignment instant chat, support box integration
What do you dislike about the product?
the triggers, the bug observed from the closing of the tickets
What problems is the product solving and how is that benefiting you?
ticket assignment, real-time chat traceability
Excellent experience
What do you like best about the product?
Real-time statistics, traceability of claims for each customer
What do you dislike about the product?
The triggers, the lack of updates, and most importantly, the unavailability of a support service.
What problems is the product solving and how is that benefiting you?
The tracking of claims and the assignment and allocation of tickets to other services
Industry standard for large teams
What do you like best about the product?
The tool is completely configurable to an organization's needs - if you're looking for a highly scalable industry standard tool with highly trained staff then you should choose Zendesk
What do you dislike about the product?
To correctly implement and benefit from Zendesk you need to have prior knowledge or you need to complete a thorough amount of training. The tool is highly configurable, so the team needs to be trained properly , which becomes time consuming
What problems is the product solving and how is that benefiting you?
Zendesk tool is the best ticket based support tool out there - conventional businesses, having a ticket based approach, can easily build their support stack around Zendesk
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