Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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They have been so excellent is resolving every problem, large or small
What do you like best about the product?
I love and easy everything is and if I can't figure something out, their support team is amazing.
What do you dislike about the product?
I can't think of anything I dislike, everything is so intuitive
What problems is the product solving and how is that benefiting you?
My phone number was say I was calling from some city 2-hours away and people thought it was spam, they were able to release that number and I chose a better one
Recommendations to others considering the product:
I have no note, you all are perfect
Great omni-channel platform to help deliver excellent Customer Service
What do you like best about the product?
Omni-channel support, ease of use, Reporting features and flexibility as well as the integration with other tools like shopify, tymeshift.
What do you dislike about the product?
Certain features that are available in other platforms come at a cost
What problems is the product solving and how is that benefiting you?
Multi-channel customer care and support
Zendesk is TOP TIER and always the right choice!
What do you like best about the product?
I love the team at Zendesk- they are always willing to help! User experience on the back end is the best I have seen. Shopify integration is seamless as well as knowledge capture!
What do you dislike about the product?
I wish that there was a quicker way for a new feature request to be implemented. I also wish that Zendesk could just completely handle new implementation requests.
What problems is the product solving and how is that benefiting you?
Insightful data that allows our team to action new processes to provide a better customer experience! We are far more productive and have clear visibility!
Recommendations to others considering the product:
Zendesk has a wealth of helpful articles on the internet...use them!
All in All, A Great Product!
What do you like best about the product?
We've been using Zendesk Support now for years and I'm sure we aren't even scratching the surface of its capabilities but we're a small business so it's doing exactly what we need it to do. The flexibility around creating a support centre for our clients to get self-help articles is amazing. We've been able to build a help centre based on the Copenhagen theme but add things how we want to use CSS. Their support is quite responsive also which is unusual for a larger company. The integrations are fantastic. We have an integration with Slack that sends all our support tickets into a channel so our whole team is aware. Their pricing is quite reasonable also compared to some others. All In all a great product.
What do you dislike about the product?
There are a few things I dislike from a design point of view and somewhat of a functional point of view, however, these things are in consequential as they're just nit-picky things I don't like. For example, where the Macro selection is, this would be better higher up towards the text field so I don't have to go down to the bottom to get it.
What problems is the product solving and how is that benefiting you?
It's enabling us to support our clients more effectively and efficiently by providing timely responses, and when it comes to Macros it means we're able to be fast as in a click of a button and some manipulation we can send responses quick.
Recommendations to others considering the product:
Give it a go. It's been amazing for us!
Unpaid Bill and Admin account
What do you like best about the product?
I needed to pay the unpaid bill and find the admin account. I used the live chat section and the system directed me to the live assistant. She was very helpful and fast.
What do you dislike about the product?
I should have seen the account admin easily. The system should allow finding account admin or I could have paid the bill with the business card. It caused a delay.
What problems is the product solving and how is that benefiting you?
Zendesk is a good archive beside a supportive assistant. In the sector, many people come and go but the clients keep going to work. If you don't use Zendesk you can't reach any email after you close the email address that belongs to the gone personel.
Excellent Comprehensive Support Program!!
What do you like best about the product?
I love the support page for agents. They can access all channels from one view and switch between communications types like email and chat all in one page. Then as Admin we can give analytics through Explore for our agents. I love how customizable Zendesk is to personalize the program for our company.
What do you dislike about the product?
Because there is so much information, it can be hard to sift through the support articles to find our own answers. Also, because there is so much that can be customized, it would be nice to have more resources on how to get/pay for consulting help on how to properly customize our zendesk.
What problems is the product solving and how is that benefiting you?
It allows our agents to efficiently resolve customer problems and keep everything organized. Also, having so many channels of communication allow our end users a variety of options and communicate with us on their preferred channel.
Recommendations to others considering the product:
It is a great option for a comprehensive support program.
Easy To Integrate, Use, and Deliver
What do you like best about the product?
I've used a handful of other support tools and none stack up to Zendesk when it comes to value. Sure, there are a few that offer more bells and whistles, but none that can offer this level of integration at such a low license cost. I recently had our CS team switch to Zendesk because it offered a reduction to a single screen by consolidating email, chat, phone, sms, messenger, and direct integration to our ERP. We also pulled off the migration in just a couple of weeks with very little support.
What do you dislike about the product?
I wish that Zendesk offered a single screen view of a conversation over multiple "tickets" with a customer ala Gladly. That said, I find very little to complain about with this setup.
What problems is the product solving and how is that benefiting you?
Zendesk support creates efficiencies in customer service by allowing us to reduce our footprint to a single screen. By doing so, we're able to answer more tickets with fewer staff.
Zendesk Support for Goodlife Clothing
What do you like best about the product?
Zendesk offers assistance with help via chat and it is is really quick and thorough, I use Google Chrome.
What do you dislike about the product?
I can honestly say that I have been happy so far with the support they provide
What problems is the product solving and how is that benefiting you?
I needed to add an agent to our existing account, and this person was still logging in as a customer with an old email. Zendesk was able to assist
Zendesk does CX well
What do you like best about the product?
The tools work great, the reporting dashboards are easy to navigate & customize to meet our needs. Ease of integration for new tools, too, such as our new Zendesk Talk line, was nearly effortless.
What do you dislike about the product?
I understand the why... But I don't like that they've made it more difficult to reach out for personal help. The create a ticket page for zd support is like a ghost now. I like to just talk to someone to get a solution. It's what we do in this business.
What problems is the product solving and how is that benefiting you?
It connects me to my customers. Furthermore it gives me the tools to connect my leadership team to our customers to make sure they are making decisions with empathy for our customers.
Recommendations to others considering the product:
Zendesk is the best all in one support center / email / chat / phone / reporting solution.
Very knowledgeable support team
What do you like best about the product?
We really like the customisations that are possible with the suite. The triggers are one of my favourite pieces within the Suite. The amount of integrations and plugins is also one of the key features we use
What do you dislike about the product?
I dislike the complexity to create the dashboards and how long it takes to create them. The complexity does cause some confusion and some inconsistent figures in the dashboard
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage our whole support workflow, from raising a ticket to documentation management. Zendesk also allows our users to provide feedback on their experiances.
Recommendations to others considering the product:
Zendesk Support Suite offers the complete package from live chat, to tickets, to documents.
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