Zendesk Suite
ZendeskExternal reviews
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The OG CRM for CX & Support
What do you like best about the product?
It's easy integration with external apps, automation journeys to define ticketing rules, and the ease of UX, along with a simpler support ticketing system, which helps agents collaborate and address customer tickets on time.
What do you dislike about the product?
Previously, migration to another tool was a bit difficult, as existing user data migration wasn't easily available. However, Zendesk now allows exporting files.
What problems is the product solving and how is that benefiting you?
It helped us bring our support channels at one place and automations helped us reduce genric queries by over 40%. Social Tool helped us respond to escalations from multiple platforms at one place.
Zendesk Review
What do you like best about the product?
Pros: Easy to use, powerful ticketing, customizable, integrates well, strong reporting.
What do you dislike about the product?
Cons: Expensive, steep learning curve, limited automation on basic plans, slow support, complex customizations.
What problems is the product solving and how is that benefiting you?
Pros: Easy to use, powerful ticketing, customizable, integrates well, strong reporting.
Zendesk is a helpful support tool
What do you like best about the product?
Zendesk is great for keeping track of customer support tickets. I can easily discern what tickets are awaiting my response versus the customer's response. I also love the ability to add internal notes to the tickets that the user can't see.
What do you dislike about the product?
The "child" ticket aspect needs some work. Additionally, if there are multiple people copied on a ticket and one of those copied folks (who is not the original "Requester") responds on the ticket and leaves all the other copied folks off, there is no way to respond to just that one person (the Requester MUST be in the response).
What problems is the product solving and how is that benefiting you?
I am the main point of support for my team, and we toyed with the idea of having customers reach out to me directly over email. However, we ran into the issue of how my colleagues can cover those emails while I'm out of the office, as they won't have access to my personal email. Zendesk solved this issue. On top of that, I can set myself to OOO on Zendesk and reroute those tickets to a colleague.
A great tool for support ticket handling
What do you like best about the product?
Easy to use, integration capabilities and helps customer service agents manage their workflows effectively
What do you dislike about the product?
Not so great mobile app
Pricing model is not suitable for current market
Pricing model is not suitable for current market
What problems is the product solving and how is that benefiting you?
Zendesk unifies email, chat, voice, and social media into a single platform. This eliminates the need to switch between tools and helps maintain continuity
A Game -changer for customer support
What do you like best about the product?
"I'm really impressed with Zendesk Support Suite! The unified omnichannel experience is a game-changer, allowing me to manage customer interactions across multiple channels from a single dashboard. The powerful automation tools and intuitive UI have streamlined our workflows, reducing response times and increasing efficiency. The deep reporting and analytics capabilities have also provided valuable insights into team performance and customer satisfaction. Overall, Zendesk Support Suite has improved our customer satisfaction rates and productivity, making it an essential tool for our business."
What do you dislike about the product?
While there's room for improvement in review verification and feature discovery,
Zendesk Support Suite has several drawbacks that users commonly mention. One major issue is its complexity, which can lead to a steep learning curve, especially for new or smaller teams. Customization can also be challenging, often requiring developer support or third-party apps, which adds to the cost. Some users find the reporting module, Zendesk Explore, powerful but not very user-friendly, lacking real-time data and flexibility. Additionally, the platform's cost can be prohibitive, particularly for small businesses or startups, with many valuable features locked behind higher-tier plans. Other issues include delayed notifications for incoming chats, limited customization options for chat forms and help center branding, and occasional performance issues. Furthermore, some users have reported difficulties in getting timely support from Zendesk itself, unless you're on a premium plan.
Zendesk Support Suite has several drawbacks that users commonly mention. One major issue is its complexity, which can lead to a steep learning curve, especially for new or smaller teams. Customization can also be challenging, often requiring developer support or third-party apps, which adds to the cost. Some users find the reporting module, Zendesk Explore, powerful but not very user-friendly, lacking real-time data and flexibility. Additionally, the platform's cost can be prohibitive, particularly for small businesses or startups, with many valuable features locked behind higher-tier plans. Other issues include delayed notifications for incoming chats, limited customization options for chat forms and help center branding, and occasional performance issues. Furthermore, some users have reported difficulties in getting timely support from Zendesk itself, unless you're on a premium plan.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving several key problems for our business, including streamlining customer support and improving response times. By providing a unified platform to manage customer interactions across multiple channels, we're able to deliver faster and more personalized support, which has significantly improved customer satisfaction. Additionally, the automation features have increased our productivity, allowing us to focus on complex issues and provide better solutions.
Simple and Easy to use
What do you like best about the product?
The simplicity of the platform is what makes it stand out amongst other CRM platforms
What do you dislike about the product?
Customization may be a little complex for users
What problems is the product solving and how is that benefiting you?
Zendesk helps us reach bridge the gap between customer and support teams.
User-friendly, simplifies the ticketing and communication process.
What do you like best about the product?
Aside from Zendesk ticketing system is easy to navigate, it also has side conversation which made the communication much easier especially if there are confidential details that needs to be discussed with the internal team.
What do you dislike about the product?
Page is not refreshing real-time if there is a new ticket or open tickets. You have to refresh the page first to know if there are new or open tickets.
What problems is the product solving and how is that benefiting you?
Resolving resolution is easier with Zendesk because all the interaction related to a concern can be discussed, communicate, put notes, etc. all at the same place.
Honest Review As a Zendesk Developer & User
What do you like best about the product?
Zendesk has a good Omni channel support. let it be Phone, Email, Web. Its easy to for agents to handle tickets. Analytics and Workflow automation is really good.
Implementation is quite easy.
Implementation is quite easy.
What do you dislike about the product?
Performance is something that needs some improvement and Pricing can be little low.
Needs more AI features. Zendesk is doing a great job with third part integrations but i feel it can still be improved, some apps are buggy,
Needs more AI features. Zendesk is doing a great job with third part integrations but i feel it can still be improved, some apps are buggy,
What problems is the product solving and how is that benefiting you?
It helps us track, support and solve customer issues at ease.
Streamlined Multichannel Support, Needs Mobile App Improvement
What do you like best about the product?
I appreciate Zendesk Support Suite's ability to centralize customer communications from various channels into a single platform, which streamlines our operations. The macros and triggers are incredibly useful for automating repetitive tasks, improving efficiency and consistency. Slack and Salesforce integrations significantly enhance our internal communications and customer support. I value the ease of use, AWS ticket management system, and omnichannel support, alongside automation and workflow tools that boost our productivity.
What do you dislike about the product?
I find the mobile application experience a bit limited, especially for agents who work on the go. It's crucial for the app to have reliable and timely push notifications, yet I experience them arriving late or not at all. This is concerning for time-sensitive tickets or service level agreement-bound issues, where real-time alerts are critical.
What problems is the product solving and how is that benefiting you?
I use Zendesk to centralize customer communications across multiple channels, automate tasks, and set service level agreements, improving efficiency and response times while maintaining consistency.
Great for enterprise Use
What do you like best about the product?
Zendesk offers matured product, built on reliability and settled UI/UX concepts. It's very powerful and reliable support solution package with integration to mobile app and websites (like WHMCS, WordPress etc...)
What do you dislike about the product?
Use of AI is present with Zendesk , it's really helpful and offers new avenue of handling customers with ease. Integration of large context model and data source to Zendesk would be a good practice for big corporation to offer support.
What problems is the product solving and how is that benefiting you?
It has very reliable UI and impementation of support operations. Ease of offering customer support is less hectic with Zendesk compared to other solutions.
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