Zendesk Suite
ZendeskExternal reviews
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Excellent support and product
What do you like best about the product?
Complete package for my support center.....
What do you dislike about the product?
Phone number is a key index field.......
What problems is the product solving and how is that benefiting you?
Tracking of phone, chat and email tickets all in one place. The credit card redaction is great for compliance. The interface to Jira makes for seamless integration.
Zendesk helps us provide exceptional B2B customer satisfaction
What do you like best about the product?
Best part about Zendesk is automation rules and triggers that helped me organize B2B customer success team. We are supporting clients, helping with onboarding on our platform and tracking bugs and issues.
What do you dislike about the product?
I did not like transition to Zendesk Explore from the old reporting system. I had to re-create big number of custom reports as there was no migration supported when systems were changed.
What problems is the product solving and how is that benefiting you?
We are supporting clients, helping with onboarding on our platform and tracking bugs and issues. Due to automation rules, we are managing to provide support to big number of clients with a very small CS team.
Support Response Time Improved
What do you like best about the product?
Zendesk Support Suite is extremely user-friendly, which is the biggest plus for me. I like that tickets are archived and are easily searchable. I also like that the forwarding from the inbox feature eliminates most spam. Zendesk does not have many server errors, and the customer service team responds quickly.
What do you dislike about the product?
One downside is that the CC feature does not always work well as it can cause some responses to come in as internal notes. Also, on occasion, our responses to clients are not always received as the tickets get stuck in their spam filters or are easily overlooked - this is more on the user we are communicating with, though.
What problems is the product solving and how is that benefiting you?
Using Zendesk for our support needs versus a support inbox has improved our response times, and our customer experience. Additionally, our support team has had time freed up since managing support inquiries through Zendesk has increased efficiency.
Recommendations to others considering the product:
Zendesk has improved our response times, efficiency, and overall customer experience. Our support team has more time to focus on providing quality support, solve problems, work on projects, and collaborate with team members.
Easy to use system
What do you like best about the product?
There is a plethora of options and settings to set up Zen Desk to meet your needs. There is a lot of support and information available to get things up and running.
What do you dislike about the product?
Because of all of the options, it is a little difficult to really get things up and running. We have a very small company and customer base at the moment but want all of the options for the Professional Suite package, so we are having to sort through a lot of options and settings that just don't apply to us right now.
What problems is the product solving and how is that benefiting you?
We need to be able to quickly and easily respond to our customer's questions and problems and escalate them to other department members when needed. Zen Desk allows us to have everything on one platform.
Friendly & helpful support when my account crashed at a critical time.
What do you like best about the product?
The instant messaging component was easy to use & made it feasible to get a person to help right away. The person I had, Mike dela Rosa, was super friendly & asked various pertinent questions that helped narrow down the cause of the issue I was experiencing. :)
What do you dislike about the product?
Honestly, this was one of the better experiences I have had with any online support. If I had to give any critique, I'd say to allow the chat bubble at the bottom of the screen to remain after refreshing the page or logging back in, especially if there is an active conversation going. Or if a message comes through, to have a little chime or notification pop up.
What problems is the product solving and how is that benefiting you?
Zendesk Support is solving issues with efficiency by not requesting that a ticket be submitted in order to receive help & by not having long turnaround times as they are actively investigating the issues alongside you.
Recommendations to others considering the product:
Use the live chat if able - definitely a real person instead of a bot, making the process smoother & able to be resolved more quickly.
Most user friendly support tool I've ever used.
What do you like best about the product?
The UI / UX of Zendesk is probably what I like the most about it.
What do you dislike about the product?
I cannot think of any issues with Zendesk as such, the only feedback I have is that there could be more customization options for each user.
What problems is the product solving and how is that benefiting you?
We primarily used Zendesk Support Suite for effectively managing support tickets. It has a very robust platform to work on support tickets.
Recommendations to others considering the product:
I would recommend Zendesk if you're looking for a support management tool.
Easy to use
What do you like best about the product?
Customizations in ticketing and Guide.
Online documentation.
Responsiveness of Support.
Online documentation.
Responsiveness of Support.
What do you dislike about the product?
Integrations do not manage multiple instances.
Multibranding does not support multiple authentication tool instances.
Multibranding does not support multiple authentication tool instances.
What problems is the product solving and how is that benefiting you?
Tickets and Knowledge base management, reporting, automations.
Perfect Solution
What do you like best about the product?
Automation of tasks and management of projects makes organizing daily todos easy. Being able to assign tasks to team members is crucial for us, and makes our workflow 10x better.
What do you dislike about the product?
There are a few limitations like statuses that would be great to be able to edit and customize. Adding the ability to add and edit statuses would bring this product to the next level.
What problems is the product solving and how is that benefiting you?
Organization of tasks, and management of inbound requests. This allows us to track, assign, and complete tasks in an organized and precise way to ensure nothing falls between the cracks.
Great product.
What do you like best about the product?
It's fast and reliable, I do feel it has more resourceful support agents and make thing flow faster. Love the facility that it takes to ask for a request. Great product.
What do you dislike about the product?
I dislike that there are no call features. I do love to have a human conversation to describe the problem faster and it should take some efforts from the agent as well.
What problems is the product solving and how is that benefiting you?
I had an API issue with reporting. Spam attack that was slowing me down. It was super streamlined and they provided a great resolution to the problem I was having.
Zendesk is a solid CRM for any size business
What do you like best about the product?
Customizable and dynamic, you're able to bridge together several teams or business units to work together in an effective way. We've been able to set up multiple integrations with other tools using webhooks and other native integrations to help make actionable triggers that save us time and process effort. Reporting is very powerful.
What do you dislike about the product?
Unable to configure CSAT surveys beyond a basic thumbs up, thumbs down, comment. We also wish that you could do things like automating Ticket updates (public replies) and the Explore platform is powerful, but also quite tricky. It took us several years to get a reliable and solid dashboard - but now that it's set up it makes out business run.
What problems is the product solving and how is that benefiting you?
We use Zendesk support suite to support our customers from end to end, onboarding to break/fix. We've grown from 1 support person to over 35 worldwide and Zendesk was able to scale with us.
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