Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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quick and easy. with effective results
What do you like best about the product?
The immediate response I receive at any time of the day
What do you dislike about the product?
I honestly can say I haven't dealt with anything on Zendesk support that I dislike
What problems is the product solving and how is that benefiting you?
it is an amazing tool that helps me centralize all my user queries in one place
help us save cost and improve productivity
What do you like best about the product?
Collaboration among colleagues and customers. It is very convenient to share the ticket and collaborate to solve customer problems. Moreover, it is very convenient to collaboarate with third parties via side conversation.
What do you dislike about the product?
cannot set up a complicated workflow for the case that the customer request is a bit complex. Another thing is to integrate with Chabot, as we need to pay for Sunshine conversation. The cost is very high.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to solve bottlenecks issues and performance tracking. It also helps us on automate the tasks while we do not need human to setup or assign the tasks to other colleagues.
Everything in one place
What do you like best about the product?
Changing from a telephone based support system with limited reporting to ZenDesk which is multi-channel and data rich allows us to make better decisions about how we strucutre our support team
What do you dislike about the product?
The way the automated customer feedback system works means that it is prone to a lot of false negatives.
This drives our support team nuts as they are very proud of their very high scores
This drives our support team nuts as they are very proud of their very high scores
What problems is the product solving and how is that benefiting you?
We have taken our phone based support system and a separate email based support system and replaced them both with Zendesk.
Everything is in one place, and we have other channels in play too including chat and social.
Everything is in one place, and we have other channels in play too including chat and social.
Thank you ZD!
What do you like best about the product?
The ticketing system used in Zendesk is great. It makes it very easy for me to review my BoB, read notes, listen to calls and even integrate it with other platforms, such as Client Sucess.
What do you dislike about the product?
I am not a huge fan of the design, I think it could use a little bit more. Also, finding the ID per customer is kind of difficult sometimes.
What problems is the product solving and how is that benefiting you?
Being able to track the tickets within a situation when I talk to my customers. The follow-up is great tool where you can take notes and see the rep in charge of a call, email or chat.
6 Month review
What do you like best about the product?
The layout, compatibility with other apps, and and the great support team!
What do you dislike about the product?
Currently, only the inability to turn off the new agent mode :)
What problems is the product solving and how is that benefiting you?
Setting up triggers so that I can reduce noise and focus on the important things.
Very helpful
What do you like best about the product?
It was very easy to get connected with someone who was able to answer my questions efficiently
What do you dislike about the product?
The time in between responses was a little slow, but I get sometimes that happens.
What problems is the product solving and how is that benefiting you?
I couldn't figure out why I couldn't use the talk feature, but it was a very easy fix so i got right back on track.
All in one customer service product - The Zendesk Suite covers it all...
What do you like best about the product?
Omni channel and self-service in one. And with the new agent interface, it's even better. It is easy to set up and add new channels. A one stop shop for all thinkable channels.
What do you dislike about the product?
There really isn't that many downsides. Initial setup is fairly easy. More complex setup requires time and technical expertise.
What problems is the product solving and how is that benefiting you?
Being in many channels at once to support customers is easy. Self service is a key factor too. Bringing it all into one program is awesome.
Excellent, Helpful support
What do you like best about the product?
The response time is really quick, the agents are very knowledgeable and I feel sure that they can answer my query. They also provide screenshots to assist in making the required changes.
What do you dislike about the product?
Nothing to really dislike. My only comment would be some changes I wanted to make just were not possible. So perhaps some further flexibility would be really good.
What problems is the product solving and how is that benefiting you?
It is helping me to understand what features we can bring in to better use the system and provide extensive reporting. Also in helping make our agents lives easier when using the platform.
Great company to work with!
What do you like best about the product?
Zendesk has optimized a lot of our customer support tasks, and made it easy to converse with our clients! Since implementing Zendesk's Guide feature, we've actually seen a significant reduction in tickets.
What do you dislike about the product?
Zendesk has a high barrier of entry. It's not the easiest or most intuitive to use, and the UI is rather outdated. However, their documentation is excellent and works well for answering a lot of my questions.
What problems is the product solving and how is that benefiting you?
We had trouble analyzing our most commonly asked questions and looking at what our clients needed. Now we have a great way to analyze what the customers want and are able to use our Guide to our advantage.
Noticing everything with Zendesk
What do you like best about the product?
I like that I can listen to my partners conversations with the support team, I also like that I have everything with Jira in one place and it's easy to access via Slack.
What do you dislike about the product?
I don't like that Zendesk doesn't have a proper way to connect with Salesforce and ClientSuccess, I would like to have a notification everytime a partner calls into support, or someone adds my partner to a Jira via Zendesk
What problems is the product solving and how is that benefiting you?
That I can check past conversations of my partners with support, this helps me understand their issues, or when they call for a bug, I can listen to the call and understand firsthand what the issue is
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