Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Great service
What do you like best about the product?
Over the past 3 years, I have found Zendesk to be a very useful system. Its quick and easy functionality makes dealing with customer queries simple and efficient.
What do you dislike about the product?
I would prefer if Zendesk brought back the "sort by subject" functionality as this is something my team used on a daily basis.
What problems is the product solving and how is that benefiting you?
Zendesk support are very helpful. They answer all queries very quickly and prove have extensive knowledge of how to get the best out of zendesk
Great support
What do you like best about the product?
I had an issue that another user had experienced on the community forums, however, there was no resolution identified yet. I contacted ZD support through the chat option and within a short period, I had a representative that was able to check with his team and provide the correct feedback needed to resolve the issue. It was a front-end bug and only affected a single user in my organisation, however they knew how to fix it.
What do you dislike about the product?
In the past, my organisation have had issues that Support couldn't seem to fix or identify properly. Having to go through multiple levels or 'tiers' of support with long wait times in between just to have someone ask you to explain the issue again and be told you need to be sent to the next level of support was frustrating. Since then though the online community forums and resource materials have increased dramatically and finding solutions for yourself is easier than ever.
What problems is the product solving and how is that benefiting you?
We were experiencing a Front-end bug where a rogue i-frame was appearing in the top left corner of the Zendesk page, blocking the ability to click the 'Home' or 'Views' tabs and also preventing the ability to create new tickets. Support was able to recommend a solution that ended up fixing the problem, however, it appears that why the issue itself is occurring needs to be reviewed by the Dev team.
Easy to use!
What do you like best about the product?
Having one platform that we can use to reply to users between all methods of contact is very useful- being able to email a client when they are chatting in and not lose your place is truly life changing for anyone that is in customer service.
What do you dislike about the product?
The only downside I have is that puling reports in the dashboard can be a bit confusing at first- you have to really pay attention to what you are asking for in order to get the results that you need.
What problems is the product solving and how is that benefiting you?
There isn't a specific problem that is being solved, however, in general whenever there is any sort of problem or issue, it is resolved insanely quickly which is very helpful whenever you are dealing with customer service!
Recommendations to others considering the product:
Get it!
The most comprehensive support tool.
What do you like best about the product?
It has everything built into it, in addition, everything is customizable according to the business needs.
Also you can switch between Tickets, chats, calls with one click.
Also you can switch between Tickets, chats, calls with one click.
What do you dislike about the product?
Nothing to dislike, everything is working as intended, it seems that they go through enough testing before releasing any version to the businesses as so far we did not encounter any bugs.
What problems is the product solving and how is that benefiting you?
Customer support channels are directed into one simple interface with the ability to view and analyze as needed, big part of Zendesk is it simplicity in retrieving analytic data.
Recommendations to others considering the product:
Follow the instructions provided with the suite, it is usually more than enough.
My experience was fast service, issue was quickly diagnosed and a solution was offered easily.
What do you like best about the product?
I like being able to use it while I'm still working on other things. It doesn't slow down my productivity.
What do you dislike about the product?
Nothing at all, nothing to dislike, really.
What problems is the product solving and how is that benefiting you?
I needed help getting permission for the Zendesk mic through my browser.
Recommendations to others considering the product:
Be patient and try to be as concise as possible with your issue as well as give plenty of detail so that they can be more efficient in solving your problem.
Always a great experience.
What do you like best about the product?
I really like the clear communication that zendesk support offers. They are always quick to answer any question I may have about the issues I am having at that time,
What do you dislike about the product?
Sometimes it feels like the response time could be a tad bit quicker. For example, sending chats through the day. I rarely get a live agent, it's usually waiting on a reply back, many times it is after I am out of the office.
What problems is the product solving and how is that benefiting you?
General Q&A problems for a new user. A lot of my questions are answered in a timely manner. Never have had a bad experience with zendesk at all. Keep up the great work.
Recommendations to others considering the product:
Ease of acceess
Incredible Ticket system
What do you like best about the product?
Flexibility : Zendek is the ideal tool for scal processes with autonomy
What do you dislike about the product?
the only minus in the lack of a visual interface e for workflow design
What problems is the product solving and how is that benefiting you?
Managing user's requests in a centralized way
Recommendations to others considering the product:
Zendesk is the perfect platform to manage and analyze how your organization interact with customers
Zendesk has a very friendly UI
What do you like best about the product?
The best thing about Zendesk is the User interface and it's very comfortable to update and assign tickets to other departments
What do you dislike about the product?
I almost like everything in Zendesk nothing to dislike
What problems is the product solving and how is that benefiting you?
I
Very useful tool with good support from the team to help me in my business.
What do you like best about the product?
Quick responses from the support staff are really helpful. The articles that are shared when we ask questions are very good. It has good steps spelt out clearly so it makes it easier to resolve my queries.
What do you dislike about the product?
The bot is taking too long. It takes too long occasionally to load the relevant topics. It would be useful to improve the auto-responder so that it is more relevant to the query asked. Or maybe provide a drop-down option.
What problems is the product solving and how is that benefiting you?
It is helping me to streamline my customer support service through various channels. It makes it easier for me to track all issues raised by my customers through different channels.
Recommendations to others considering the product:
Do look at the various offers they have to suit your different needs, something that works for you.
Ultimate AI
What do you like best about the product?
Easy to use.
Changes that we make are updated to bot right away.
The team is always ready to help when we have questions or we are facing a problem
Changes that we make are updated to bot right away.
The team is always ready to help when we have questions or we are facing a problem
What do you dislike about the product?
No major problems. And the support from the team is amazing
What problems is the product solving and how is that benefiting you?
Simple tasks no longer require humans, the bot can handle them. This means that humans can now concentrate on the more time-taking and complex tasks/situations
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