Zendesk Suite
ZendeskExternal reviews
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Ticketing and Knowledge base partner
What do you like best about the product?
The possibility to preserve the user's demands control is an ace provided by Zendesk. We use it to keep the people informed, and even with access to our internal knowledge base, it works fine with the Guide options. Usually, you may need to use add-ons or plug-ins to complement specific about approvals.
What do you dislike about the product?
In some cases looks not fully user-friendly, but touching up the possibilities is a helpful tool, that requires time to be familiar in most cases. Not impossible but helpful as expected.
What problems is the product solving and how is that benefiting you?
Having access to information and commonly asked questions is part of our benefits, unify the knowledge in one unique place helps us to complement the normal onboarding and users requirements flow.
Fast response and quick resolution
What do you like best about the product?
Agents are responsive and very helpful. They are knowledgeable with their product and the customer's needs and queries.
What do you dislike about the product?
None so far. I have no experience that I can consider as something that I dislike.
What problems is the product solving and how is that benefiting you?
We use Zendesk for customer support and it helps us keep track of customer queries and enables us to manage them in one dashboard.
Recommendations to others considering the product:
Easy to use and great support from the Zendesk team
Good CRM for multiple channels.
What do you like best about the product?
Ease of implementation. Multiple channel setup.
What do you dislike about the product?
Some of the support staff are too quick to redirect to an article and not address questions.
What problems is the product solving and how is that benefiting you?
Centralized case management via multiple channels. Guide to be used to enable customers to self support.
Recommendations to others considering the product:
Zendesk is a great application for small or large deployments. It's greatest strength is the ease of implementation, omni-channel support and consistent agent experience in handling customer requests.
Great help desk platform for our organization!
What do you like best about the product?
Zendesk has great built-in tools and functionalities that allow mid-sized companies to offer an impressive support platform. I love the automation, macros and triggers to remove repetitive work. I love using the Explore functionality to create dashboards over real-time data.
What do you dislike about the product?
Not being able to delete responses is a little of a nuisance. Let's admit it, we've all responded to the wrong ticket at one point!
What problems is the product solving and how is that benefiting you?
-Customer service support
-Providing detailed KPIs
-Categorization of tickets
-Self-service
-Forum
-Providing detailed KPIs
-Categorization of tickets
-Self-service
-Forum
Recommendations to others considering the product:
Truly a leading customer service platform for all-size businesses.
Amazing assistance and great documentation!
What do you like best about the product?
Zendesk Support is a great tool with so many functions that allows you to tailor your support tool to exactly your needs. Beyond that, you can build incredible reporting that is generated in a few easy steps!
What do you dislike about the product?
The only dislike I would have to say is the limitation in the views at the subscription we are in. I would love to have unlimited views without the additional cost!
What problems is the product solving and how is that benefiting you?
Reporting needs! Being able to create queries and dashboards that are using live data and can be shared with our VPs or cite managers is a game-changer. Once it is all set up the users can either receive them as a snapshot or have the capability to update the dates your reports are being run for! Love it!
Recommendations to others considering the product:
Do it!
Adding a CC field on Macros
What do you like best about the product?
Aside from a very versatile support tool, Zendesk provides superb technical support for its customers.
It has a vast integration with Jira, Slack, and many many others!
It has a vast integration with Jira, Slack, and many many others!
What do you dislike about the product?
With Zendesk's consistent updating of their features and functionalities, there are some occasions where these features are missed. However, they have constant reminders on their pop-up notifications.
What problems is the product solving and how is that benefiting you?
Zendesk provides efficient ticket tier escalations and it provides great time management in our team's organization of tasks.
Recommendations to others considering the product:
It is always best to reach out to their support for proper guidance when setting up a great support tool which provides close to perfect automation of support - they are always happy to provide assistance.
One of the best Customer support tool
What do you like best about the product?
ZendeskSupport Suite has many features. Though we have used many customer support tool but the way zendesk is increasing its feature and the way its is thinking about the company and the customer is hway ahead
What do you dislike about the product?
The UI can be much better. Only the issue with the UI interface. Please ask the team to more focus on UI and the packages are quite expensive. Please make it less. Freshdesk is providing more features than zendesk and low amount of packages they have. I want you all to focus on this thing and everything is fantastic apart from this.
What problems is the product solving and how is that benefiting you?
Way ahead ticketing service. We can track and we have enabled the automation. and the reply time has decreased and our customers are happy with our service becuase you have made the tool more futuristic.
Changing Admin after Death
What do you like best about the product?
We had to contact Zendesk Support following the death of our current Admin and Director.
We raised a ticket online and were able to deal with Tony Yoo from the Support Team, who was very efficient, and managed to change the account setting for us.
We raised a ticket online and were able to deal with Tony Yoo from the Support Team, who was very efficient, and managed to change the account setting for us.
What do you dislike about the product?
Nothing as yet.
But Shout Out to Tony Yoo for the help and support received.
But Shout Out to Tony Yoo for the help and support received.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a support tool for our clients to contact us about any queries they have.
We find it works better using Zendesk rather than give out individual emails, as all tickets are answered by any of our team, and nothing gets lost when colleagues are off work.
We find it works better using Zendesk rather than give out individual emails, as all tickets are answered by any of our team, and nothing gets lost when colleagues are off work.
Recommendations to others considering the product:
If you are looking for a means where your customers can contact your organisation, without emailing individual staff, then Zendesk helps provide 24/7 service.
Ultimate.ai review
What do you like best about the product?
Colloborating with Ultimate.ai has been smooth and easy.
Every challenge or question we have got a solution quickly.
Ultimate.ai- team is active, cooperative and easily approachable.
Deployment and training is simple and straightforward.
We're happy with our choice!
Every challenge or question we have got a solution quickly.
Ultimate.ai- team is active, cooperative and easily approachable.
Deployment and training is simple and straightforward.
We're happy with our choice!
What do you dislike about the product?
Some system occasional disturbances that have, however, been fixed.
What problems is the product solving and how is that benefiting you?
With this solution we can solve similar, recurring questions that come to our customer service.
With bot the efficiency of our work increased.
With bot the efficiency of our work increased.
Zendesk Review
What do you like best about the product?
Usually, a response is very quick and the team is helpful and knowledgable. So far there has only been one issue that has not been solved.
What do you dislike about the product?
I sometimes find it hard to communicate with Zendesk's help, it is through messaging and it could take a day for them to respond to a question they ask you.
What problems is the product solving and how is that benefiting you?
Currently Zendesk Slack app stopped working, still waiting for a fix. Also, had missing data and was provided with links to explain features.
Recommendations to others considering the product:
Provide them with as much information as possible and constantly check back in so they do not forget you if you are waiting on results.
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