Zendesk Suite
ZendeskExternal reviews
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Zendesk Macro Help
What do you like best about the product?
The Zendesk support was very helpful and easy to communicate with an agent
What do you dislike about the product?
I would have preferred the wait time to have been shorter to work with an agent
What problems is the product solving and how is that benefiting you?
Zendesk support helped me solve an issue with macros that I was having
So easy to use and improves efficiency of IT team
What do you like best about the product?
The built-in automations, triggers, and statistics
What do you dislike about the product?
Needing a third-party plugin to migrate tickets from another system
What problems is the product solving and how is that benefiting you?
Logging calls and chats in addition to web tickets. We couldn't do that before.
Recommendations to others considering the product:
Try all of the tools that come with Zendesk because they may be worth it.
A customer communications suite that provides excellent service.
What do you like best about the product?
We needed a knowledge management solution for all our technical guides. We quickly switched our helpdesk over and have also been taking advantage of the live chat functionality, which has steadily replaced our phone support channel (customer preference). What I like best is that my entire team has one unified platform for customer communications.
What do you dislike about the product?
There is little to dislike. The thing that made us pause before adopting the platform was the price compared to our existing solutions. In retrospect, it is worth the investment.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the challenge of reliably tracking our responses to each customer service issue that we are responsible for. Everything related to billing, tech support, and user training is communicated through Zendesk.
Recommendations to others considering the product:
If you aren't a super technical person, make sure you have the buy-in and attention of someone on your team that is. I needed help with setting up the integrations between platforms. At the end of the day, we were fine, but I could see it being a challenge if a customer service manager had to implement this alone on their end.
Very user-friendly. So many options and features. Love the analytics aspect (Explore)
What do you like best about the product?
Explore - the analytics aspect because it's very helpful to track our agents' performance, our ticket volume as a whole and individually, and our customer satisfaction rates.
Also love LiveChat.
Also love LiveChat.
What do you dislike about the product?
I dislike that non-spam emails sometimes come to the Suspended tickets box. I dislike that the Salesforce widget doesn't always work. I dislike that requestors cannot see the email addresses we CC on tickets. Not enough options for customer satisfaction ratings on the customer's end
What problems is the product solving and how is that benefiting you?
Clients not knowing how to access certain features in our database in order to meet certain business needs.
Clients facing Product issues within our database.
making our work more efficient.
Clients facing Product issues within our database.
making our work more efficient.
Ultimate AI
What do you like best about the product?
Team:
The team is always ready to assist when we have questions or problems.
We've had quite thorough and deep conversations about our needs and how to tackle them with the current product and future development.
Product:
Any changes that we make to the content happen rapidly and visually the dashboard is clean and nice to use.
I was surprised by how well the AI worked in the beginning even with a small amount of data.
The team is always ready to assist when we have questions or problems.
We've had quite thorough and deep conversations about our needs and how to tackle them with the current product and future development.
Product:
Any changes that we make to the content happen rapidly and visually the dashboard is clean and nice to use.
I was surprised by how well the AI worked in the beginning even with a small amount of data.
What do you dislike about the product?
In our case, we would like to have more specific intents and fewer combined ones. Customers don't make it any easier as their questions are often quite broad and the AI cannot make sense of the message. A human usually wouldn't either and a follow-up question is needed.
What problems is the product solving and how is that benefiting you?
Basic tasks that previously required a person to solve, can now be solved between the customer and the AI. This has given us more time to take care of more complex cases faster.
Easy to use and learn.
What do you like best about the product?
Ultimate is simple to use and learn. You have almost unlimited options to use. You can also be creative.
What do you dislike about the product?
If you are looking for something, sometimes it's hard to find it, if there is a lot of information inside of intents.
What problems is the product solving and how is that benefiting you?
Ultimate is good system. Kinda like a moodboard, so it's actually very easy to use and fix older information.
all are good
What do you like best about the product?
all are good, no issue found, want to work in there , and work from available in company.want to visit the company . and i like the company. dreames comes true..
What do you dislike about the product?
all are good, no issue found, want to work in there , and work from available in company.want to visit the company . and i like the company. dreames comes true.. no problem till
What problems is the product solving and how is that benefiting you?
all are good, no issue found, want to work in there , and work from available in company.want to visit the company . and i like the company. dreames comes true.. no problem till
Recommendations to others considering the product:
no problem till
Zendesk is a powerful tool for support
What do you like best about the product?
Coordinating a team or teams between Customer support and Marketing is a seamless and easy experience. We currently use Support, Chat and Guide. I think it is the best tool for support management.
What do you dislike about the product?
Updates could be communicated more clearly in advance and with training where possible. Perhaps the interface could be more intuitive with the UI, it is a little complicated to see where everything is sometimes.
What problems is the product solving and how is that benefiting you?
Zendesk is managing our support team who all work remotely and it is great for that, given that manager and agents can have access to everything they need and anyone who needs to see what I happening at varying levels of the company.
Recommendations to others considering the product:
I would recommend a plan of not only your current needs but projecting future needs before you choose the plan you are on and the product you get so it will last and fit your requirements for a reasonable time.
It is very friendly to use
What do you like best about the product?
Features and functionality is very user friendly.
What do you dislike about the product?
Customer support can be improved.little tough to manage
What problems is the product solving and how is that benefiting you?
Connection issues.
Recommendations to others considering the product:
Pls go for it.
Zendesk Support product review
What do you like best about the product?
1. I love the reporting capabilities that Zendesk provides for effectively managing our contact center.
2. All interactions with customers are centralized in a single system.
2. All interactions with customers are centralized in a single system.
What do you dislike about the product?
1. The time it takes to receive live chat support from Zendesk, it used to be alot faster and I have been a Zendesk user for over 5 years.
2. Some of the content on Zendesk functionality is outdated, this should be managed alot better.
2. Some of the content on Zendesk functionality is outdated, this should be managed alot better.
What problems is the product solving and how is that benefiting you?
1. Ability to track and monitor calls, our company has been using multiple systems to manage voice requests and Zendesk thus far has proven to be the best.
2. The previous CRM we utilized was not configured correctly, (Freshdesk) so we are in the process of making the switch, reporting capabilities were an issue.
2. The previous CRM we utilized was not configured correctly, (Freshdesk) so we are in the process of making the switch, reporting capabilities were an issue.
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