Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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We bought it instantly.
What do you like best about the product?
We needed an answer to our overloaded support distro, and zendesk was clearly the answer. Our emails are no longer cluttered since we've gone ahead and purchased it.
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
What do you dislike about the product?
Having to mask the @zendesk at the end of the domain was a bit tricky, but not impossible. The price while not awful, wasn't exactly the cheapest thing, but it was still worth.
Wish we had more lisences.
Wish we had more lisences.
What problems is the product solving and how is that benefiting you?
Our support email was getting overloaded and hard to keep track of. Emails were getting forgotten due to the increase of them. Zendesk's ticket system completely fixed that and now organizes it for us, making sure that we don't miss any emails.
Great system but needs more step by step videos for set up of system processes
What do you like best about the product?
The extra features we can avail of with the suite package.
What do you dislike about the product?
The difficulty in setting up the systems for a person with no Zendesk or IT knowledge.
What problems is the product solving and how is that benefiting you?
Solving the need to assign tickets to agents - This is automatic and cuts down on supervisors' task load.
Great tool for ticketing system
What do you like best about the product?
It has lots of features and capabilities that help with communication with customers.
What do you dislike about the product?
Slowness may be experienced as it consumes a lot of memory when used.
What problems is the product solving and how is that benefiting you?
Organizing and tracking of support interaction with customers
Great resource to manage tasks
What do you like best about the product?
While Zendesk has updated features, none of them have really affected my day-to-day, and that isn't a bad thing.
What do you dislike about the product?
My biggest complaint with the tool is the limitation of 30 active tickets on one page. There are 3rd party apps that you can pay for to increase this limit to 100, but I feel this should be standard with the web app.
What problems is the product solving and how is that benefiting you?
A way for our clients to submit their problems.
Zendesk is very easy to use and beginner friendly
What do you like best about the product?
The way we can create macros and easily insert them
What do you dislike about the product?
Deleting tickets permanently shouldn't be an option in my opinion
What problems is the product solving and how is that benefiting you?
crowd control and auto sorting emails by severity level
Supportive Experience
What do you like best about the product?
help center and chat help are resourceful
What do you dislike about the product?
wish I could have more live chat assistance in real time
What problems is the product solving and how is that benefiting you?
Technical log in issues and reporting/analytics questions
Great product, some downfall.
What do you like best about the product?
The most helpful is the assigning and routing tools within Zendesk.
What do you dislike about the product?
The way messages are dispatched through to outlook-type programs needs to be improved. Our company's internal email system is still Outlook, with the exception of our Customer Service department which uses Zendesk so when CS sends an email to a distribution list AND a specific user within the distribution list, it sends a duplicate email. I completely understand the reasoning behind this since ZD doesn't know the distribution already contains that single email address but it is still a complaint from other internal staff within our company.
Another improvement is to allow "to" and "cc" as part of the macro function. It would make sending/starting an email much easier, which may broaden your customer base.
Another improvement is to allow "to" and "cc" as part of the macro function. It would make sending/starting an email much easier, which may broaden your customer base.
What problems is the product solving and how is that benefiting you?
Assigning a large volume of emails to specific individuals.
Short, Sweet Simple
What do you like best about the product?
The speed of the reply was so fast, even for online chat! While our first issue couldn't be solved, it wasn't an issue. And another work about was found.
What do you dislike about the product?
The chat can seem very scripted - but I think that is a personal taste thing.
What problems is the product solving and how is that benefiting you?
It's bringing a remote team together in a way, while not simple, fully customerisible.
Fast support & request solved on first contact
What do you like best about the product?
Despite the first reply time mentioning a response in 1/2 business days, I was attended pretty immediately and the agent solved my query on the first contact.
What do you dislike about the product?
One of the things I don't like about Zendesk Support agents is the constant follow-up messages sent and sudden closure of the ticket while my issue is still unresolved.
What problems is the product solving and how is that benefiting you?
My company uses Zendesk as the Ticketing Tool where we receive inbound support requests from our users, but also to receive proactive support tickets from our Engineering & Product Team.
Furthermore, we also collect in Zendesk tickets coming from Aircall, Salesforce and Intercom. This is to retrieve and analyse data.
Furthermore, we also collect in Zendesk tickets coming from Aircall, Salesforce and Intercom. This is to retrieve and analyse data.
Very fast to respond
What do you like best about the product?
They were fast to respond, even though it was late in the business day.
What do you dislike about the product?
Nothing, it was very good service. Everything worked well.
What problems is the product solving and how is that benefiting you?
I had an email send question, needed to increase the numbers
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