Zendesk Suite
ZendeskExternal reviews
6,671 reviews
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Fast, Informative, Polite.
What do you like best about the product?
The help center articles and videos are informative, and the chat agents are quick to help and resolve my issues the first time.
What do you dislike about the product?
Nothing so far. I like all aspects of their support.
What problems is the product solving and how is that benefiting you?
Requests/assistance with new features, triggers, various add-ons.
Love it and the support
What do you like best about the product?
Customizations and ability to create something specific to your needs.
What do you dislike about the product?
Missing Features that should be in a system like split and close
What problems is the product solving and how is that benefiting you?
We use it for a ticketing system for our IT department.
Does It All Customer Support Service
What do you like best about the product?
I like the vast amount of features that are available, from the chat feature, phone calls, the ability to track specific categories and also to monitor feedback from customers based on our responses.
What do you dislike about the product?
I wish there were far more views available so that we could see more categories we are tracking. It would be incredibly helpful to have subviews within each category as well.
What problems is the product solving and how is that benefiting you?
It allows us to connect with our customers, students and members so that we can provide them with the support they need across all of our programs and product offerings.
Great software, untrained salespeople
What do you like best about the product?
Good ticket management, nice portal for end users, decent support services, nice documentation
What do you dislike about the product?
Salespeople that do not understand the software. They overpromised in the sales cycle far beyond the capacity of the tool. In writing, so I succumbed and believed it. Purchased the upgrade and now don't have the functionality I need.
What problems is the product solving and how is that benefiting you?
Managing SaaS interactions with B2B clients.
Zendesk has many options and is the only CRM to use if you're a B2B2C business.
What do you like best about the product?
I like how robust Zendesk is and how flexible it can be when you include apps from the marketplace.
What do you dislike about the product?
Zendesk can be difficult to use because it is so adjustable and because seemingly random things you'd expect Zendesk to include as basic functions are not. This can be overcome by learning about Zendesk and by getting help from their support team. Their new system for contacting Zendesk support reps can be frustrating, however. They can be slow to respond about non-urgent issues (so everybody reports every issue as urgent), and they frequently ask you to confirm what you already explained to them, adding more time to your exchanges. Before their help revamp, their support team was excellent. Now I get by mostly on my own, but I'm lucky to be already very knowledgeable about Zendesk and how it works.
What problems is the product solving and how is that benefiting you?
We are a B2B2C business, and many tickets require us to communicate with 2 different parties about the same issue. Zendesk is flexible enough and has a large enough app marketplace that we have found various solutions to support our needs.
Overall great CRM platform
What do you like best about the product?
While I still feel that Zendesk is a great CRM tool, they do seem to be making changes lately that are not in the best interest of the user and I feel a lot of user suggestions get ignored while their team focuses on less important changes.
What do you dislike about the product?
Focus on more features that help users and allow Admins to change CSAT on closed tickets for agents
What problems is the product solving and how is that benefiting you?
Allows us to create different views so that we can track certain reported issues from our customers and its pretty easy to set up.
I haven't seen a more capable support ticket suite over the last 5 years
What do you like best about the product?
Explore Dashboards, help gain useful insights
What do you dislike about the product?
Some AI enhancements could potentially read keywords and offer recommendations for similar tickets for agent disposition.
What problems is the product solving and how is that benefiting you?
Managing the totality of customer support experience and service levels
Bad customer service (at least in LATAM)
What do you like best about the product?
I like that apps can be added to Zendesk to complement the tools.
What do you dislike about the product?
I don't like that you want to charge everything "separately" and that the customer service in Mexico and other LATAM countries is not the best. It makes no sense what you sell with what you offer.
What problems is the product solving and how is that benefiting you?
Have an omnichannel platform.
Good Software
What do you like best about the product?
The product documentation is very thorough and easy to follow, making setup and problem solving much easier.
What do you dislike about the product?
Limitations that impact more company/project specific setup preference. Example: Inability to redact PII that is not in the body of the message, inability automatically to send certain calls straight to VM without setting up a workaround, etc.
What problems is the product solving and how is that benefiting you?
Coverage of multiple phone lines by 1-2 staff members at a time.
Amazing and Smooth experience post the initial configuration and an excellent Support system.
What do you like best about the product?
Zendesk Support Suite helps manage the tickets and the workflow automation and in keeping the queries neatly and organized.
What do you dislike about the product?
Customizations of the fields and views are very limited.
What problems is the product solving and how is that benefiting you?
Enables me to handle a large number of daily queries in an organized and timely manner.
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