Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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ZenDesk is a great solution for my needs
What do you like best about the product?
ZenDesk has a good mix of support-related solutions including Chat, Knowledge Base, and Phone support. I appreciate the simple interface that is available in conjunction with a very flexible and configurable system.
What do you dislike about the product?
It can be a little confusing at times trying to access the specific section of ZenDesk that I want to access. This might be due to the fact that I am used to a different support software solution, but it would be nice if their were a more intuitive main dashboard view.
What problems is the product solving and how is that benefiting you?
I am using the Knowledge Base and the Chat. I am benefitting from ZenDesk's startup promo that gives startups an extended free trial on ZenDesk. I appreciate that and plan to stick with ZenDesk after the promotional period ends.
Zendesk Customer Support Friendly and Solution Oriented
What do you like best about the product?
The chat feature is a lot easier than a phone call
What do you dislike about the product?
Sometimes it takes a while to get an answer
What problems is the product solving and how is that benefiting you?
It's giving me an easy way to contact support and find a solution without lengthy phone call wait times and language barrier issues.
Very quick response time. Helped answered all the questions I had.
What do you like best about the product?
It's nice having someone respond promptly.
What do you dislike about the product?
There really isn't much to dislike, the initial wait time was a bit long but very responsive afterwards.
What problems is the product solving and how is that benefiting you?
It's helping me answer very specific questions you can't just find in forums. It helps me and my team come up with solutions a lot faster.
Good but limiting.
What do you like best about the product?
I appreciate the ability to see past history.
What do you dislike about the product?
Good features for companies that dont need to customize their dashboard however very limiting once you are looking to optimize your processes.
What problems is the product solving and how is that benefiting you?
Reaching out to customers in an efficient matter.
Zen desk works. Good product for the money.
What do you like best about the product?
Cost and ease of use.
Support is helpful.
Product has been around for a long time. So it's easy to find guides to do just about anything.
Support is helpful.
Product has been around for a long time. So it's easy to find guides to do just about anything.
What do you dislike about the product?
Maybe the UI is a little old looking but who cares about that.
What problems is the product solving and how is that benefiting you?
Support tracking of issues.
Customer service issues.
Customer service issues.
The agent was very responsive, understood my issue, and the suggestions were exactly what I needed
What do you like best about the product?
Response time. It was quick, and accura
What do you dislike about the product?
Support good, software where I was confused
What problems is the product solving and how is that benefiting you?
I could not find something in the software. Support taught me where to find it. Helped me to update an important part of my profile that was preventing me from working.
Solid fundamentals; needs new features
What do you like best about the product?
Zendesk's features are all intuitive and easy to use. I enjoyed being able to rapidly transition my team to entirely using Zendesk for Customer Support and self-service
What do you dislike about the product?
I disliked that when my agents across differing time zones experienced similar spotty connections in Talk calls, it was difficult to troubleshoot and ultimately relay reports of bad connections to the appropriate team -- too much pushback from ZD support when reporting these issues.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite provides us the ability to connect all of brands in one workspace, to automate many actions through macros, and to give us granular control over reporting and analytics.
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What do you like best about the product?
Zendesk allows us to tag every ticket so we can better track ongoing issues and/or customer compliments!
What do you dislike about the product?
I wish there were better notifications, especially with internal notes as a follower on tickets.
What problems is the product solving and how is that benefiting you?
It's helping us track ongoing issues our customers are facing so we can create solutions on our platform.
Informative and helpful
What do you like best about the product?
Having access to articles for support and being able to chat to a human with interactive responses quite and easily. Every encounter thus far has been a pleasure to speak with them.
What do you dislike about the product?
Not having an option to email transcripts. A simple function which their built in messaging system allows. This would be handy to keep notes on conversations for future reference.
What problems is the product solving and how is that benefiting you?
Asking a question about omnichannel. Need to know the finer details before turning on so we do not mess up our current routing. More recently about malicious attachments, an informati ve answer and reference link was provided.
Flexible, easy to use support suite
What do you like best about the product?
The updated Guide editor is a lot better than the old version, which makes editing our articles more enjoyable. We've added chat and telephony and are exploring how AI agents can help us.
What do you dislike about the product?
I'd like to see better search and filter support for finding tickets, as well as being able to move a response from a customer into a new ticket - for example when they follow up on an old ticket with a new question.
What problems is the product solving and how is that benefiting you?
We are a small support team and Zendesk helps us manage tickets from many more customers than we could handle using email alone. Our best feedback from customers is around our support team, and Zendesk certainly helps achieve such good results.
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