Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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product knowledge
What do you like best about the product?
I like the self-help options, but having a tech help answer my questions at my convenience worked better for me.
What do you dislike about the product?
wish we could get direct to the tech and not have to go through chat bot for service.
What problems is the product solving and how is that benefiting you?
none
Recommendations to others considering the product:
n/a
Very helpful and easy to use
What do you like best about the product?
Easy and intuitive to use and learning program
What do you dislike about the product?
How long it takes to load the function and another things
What problems is the product solving and how is that benefiting you?
Chatbot
Recommendations to others considering the product:
Just use it
Reliable and flexible enterprise ticketing system
What do you like best about the product?
When used properly, Zendesk is very effective in tracking work, reporting on data collection, and giving support staff what they needed to complete their work. Easy to automate, reliable API.
What do you dislike about the product?
Some system inborn rules and settings cannot be changed, which can be difficult for those with expectations of unlimited customizability.
What problems is the product solving and how is that benefiting you?
Zendesk is useful for tracking metrics to shed light on an organization's needs.
Best Customer platform
What do you like best about the product?
relationship with clients is fast and very friendly
What do you dislike about the product?
Everything it´s OK. I dont dislike nothing about the platform
What problems is the product solving and how is that benefiting you?
The communication with our customers. They ara really happy with us
Recommendations to others considering the product:
Improve configuration
Excellent Service
What do you like best about the product?
I love the widget that can be added to any website. Makes it easy to deploy.
What do you dislike about the product?
I haven't found anything I actively dislike about Zendesk yet.
What problems is the product solving and how is that benefiting you?
I love the ticketing system, it helps me keep track of support requests. The chat widget is an excellent tool that I have put to good use.
Recommendations to others considering the product:
If you need a central place for all of your support needs, this is the product for you.
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
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