Zendesk Suite
ZendeskExternal reviews
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Quick and helpful chat agents
What do you like best about the product?
Chat function was easy, quick and on point
What do you dislike about the product?
No dedicated person, random agent each time so less opportunity to liaise and collaborate as we set up zendesk from scratch. as a non tech company alot of the platform needs alot of getting used to!
What problems is the product solving and how is that benefiting you?
Functional - lots of tweaks available
All helpdesk channels at one place
What do you like best about the product?
Great way to manage your company's support channels in a single place
What do you dislike about the product?
Does not have a good mobile app. In addition to not having support for receiving calls through the application.
What problems is the product solving and how is that benefiting you?
Handling customer service better with quick support by phone, email and WhatsApp
A versatile suite to suit customers across all modern platforms
What do you like best about the product?
The capability to connect multiple APIs across different channels and enable your agents to maximize support
What do you dislike about the product?
Reports could take a while to create on your own when you don't have extensive knowledge about metrics libraries
What problems is the product solving and how is that benefiting you?
Handling customer product concerns on multiple platforms
Recommendations to others considering the product:
Ensure that you have an IT-specialist admin that understands Python to maximize the capabilities of Zendesk Explore
Powerful Ticketing Suite
What do you like best about the product?
I enjoy the customizability of Zendesk. With all of the options available, there has not been anything that we have wanted to do that we cannot do. Just some of the things we have customized: survey emails, custom ticket forms, our own SLAs, automation, macros, and ticket queues. The reporting capabilities are also very advanced. Being able to create a "Dashboard" consisting of multiple reports makes our team meetings much quicker when we review our KPIs, aging tickets, good reviews, etc.
What do you dislike about the product?
I do wish that the Explore tool was more intuitive. I understand that it is incredibly powerful, but it is not always straightforward to build the type of report that you are looking to build.
What problems is the product solving and how is that benefiting you?
Ticket management, feedback collection, and telling our customer story. With Zendesk, we are able to focus on resolving customer issues instead of managing tickets. We are able to tell our business stakeholders about what we are seeing in tickets and take action to resolve these issues on a greater scale through product updates and documentation.
Recommendations to others considering the product:
Out of the box is great, but be willing to spend some time customizing the Zendesk environment to your business's needs.
Very helpful customer service
What do you like best about the product?
Was able to submit a question via chat, and Zendesk agent quickly sent a zoom link to help me in depth with my question. She also was very helpful in explaining all of the details related to my questions.
What do you dislike about the product?
Wish there was a better search function on the zendesk forum so I can trouble shoot issues myself. I tried to self solve but was unable to due to no matching articles lining up with my wording/question
What problems is the product solving and how is that benefiting you?
Zendesk helps organize our customers issues and inquiries. Love that each issue has it's own ticket number versus having customers email us, and not being able to track issues.
Recommendations to others considering the product:
Easy way for customers to submit questions, problems, etc
Always succeeds expectations
What do you like best about the product?
Quick response via chat for any kind of questions or issues.
What do you dislike about the product?
no way to pin important notes to the top of a ticket. Email threads- when a long email thread comes through, it can make for a VERY long ticket. It would be nice to be able to minimize a comment in a Zendesk ticket.
I see there is an email thread feature but I don't understand how it works.
I see there is an email thread feature but I don't understand how it works.
What problems is the product solving and how is that benefiting you?
We use it for tracking Enterprise conversations and also troubleshooting tickets for our software. It helps to keep everything a lot more organized. We also have JIRA integrated so we can keep track of Development trouble tickets.
Recommendations to others considering the product:
Best decision to go with!
Great Support Experience!
What do you like best about the product?
The support team is extremely responsive! They responded in the chat box within a couple of minutes and set up a zoom call with me to answer my questions in further depth.
What do you dislike about the product?
Nothing, currently everything is being solved for me
What problems is the product solving and how is that benefiting you?
Helping me solve for issues I've been having with the CRM.
Needed Assistance Setting Up a User
What do you like best about the product?
The turnaround time for a resolution. Once they got my question, the answer came in a few minutes.
What do you dislike about the product?
The fact that I had to wait a couple of minutes while chatting with the bot.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite to offer Product Support to our customers. Being able to use the customizable Support Help Desk, build our bot conversation and intents and a straight phone line where our customers can connect with us is awesome. It makes Product Support easy.
Recommendations to others considering the product:
Definitely invest in this Support Suite. The flexibility and customizability of the platform are great and easy to manage.
Their Support Team is A+++
What do you like best about the product?
Zendesk has been fairly easy to pick up and do basic things with. Their usability is better than most other ticket systems I have used. Their support during difficulties has been superb and responsive, no matter how complicated or in depth the issue might prove to be. They also have responded far faster than their chat bot suggests they will. My last experience with Fritz went beautifully and I had my issue resolved within 15 minutes.
What do you dislike about the product?
I find the support / help center to be a little cumbersome, and it is not as intuitive to find the 'contact' methods.
This hasn't changed in over six months.
This hasn't changed in over six months.
What problems is the product solving and how is that benefiting you?
We use Zendesk as the Support Ticket center for all of the facilities we serve. We have integrated it into their web portal and this has allowed us to quickly respond to - and keep track of - all issues the facilities report to us.
Recommendations to others considering the product:
Make use of the support staff, because they definitely know what they're doing and are very good at making information and tasks easy to understand.
Review of Zendesk Support Suite - From a multi product user of the Zendesk portfolio
What do you like best about the product?
The support provided has always been on point and fairly quick. They usually offer more than one solution when possible, and whenever the outcome is the desired one, they informed that the request will be passed on to the best element for future consideration. They have launched a new Zendesk Training platform that I'm looking forward to testing, but from what I've seen so far, it's very complete.
What do you dislike about the product?
Nothing to report really. Keep up the great work.
What problems is the product solving and how is that benefiting you?
Various operational and admin settings (management of triggers, API token integrations, etc).
I've raise some questions on design, where no solution was provided, but I was offered a workaround, which displays genuine care from the support team.
I've raise some questions on design, where no solution was provided, but I was offered a workaround, which displays genuine care from the support team.
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