Zendesk Suite
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Helpful Support
What do you like best about the product?
It's quick to reach support using the chat feature, (once you get past the bot). And the agent was able to answer my questions and point me in the right direction of notes to help resolve the issue.
What do you dislike about the product?
The downside is the chat bot, particularly when you know that the question you have can not be answered by the bot. So having a quicker way to reach an agent would be good in situations like that.
What problems is the product solving and how is that benefiting you?
How to deal with the upcoming changes they are making which involve not being able to sort the view based on the Subject and Submitter. I can't believe they're taking that functionality away - surely I'm not the only user that thinks that.
Recommendations to others considering the product:
It's a great way to keep track of multiple support requests from users. If you've been using email you'll find it's a game changer.
It's working well for us.
What do you like best about the product?
We've been using the Support feature for 2 years and have found it to be very helpful in helping us maintain superior customer service. It is easy for us to see when customers nee help.
What do you dislike about the product?
We are just starting to use the chat (messaging) feature. There are some good things about it - such as the integration with Support - but some features that do not work as well as LiveChat. Some features that are native to LiveChat require that you upgrade ($$) even more with Zendesk.
For example, notifications do not work as well. It's very difficult to assume a chat that an employee has abandoned for some reason (and has left the customer hanging). There are some functions of the bot (such as being able to disable it or change its native response to questions it doesn't understand) that need to be updated - the sooner the better.
With Messaging, it's the bot or nothing. We prefer not to make people deal with the bot or to, at least, hide that they are dealing with the bot. (We want the ability to get rid of the bot icon and use something else.) Also, you cannot set up proactive chat invitations unless you either downgrade to ZD's Classic Chat, or pay a lot more money for Sunshine.
We haven't started using phone yet as we are still trying to get messaging to work as we need it to.
For example, notifications do not work as well. It's very difficult to assume a chat that an employee has abandoned for some reason (and has left the customer hanging). There are some functions of the bot (such as being able to disable it or change its native response to questions it doesn't understand) that need to be updated - the sooner the better.
With Messaging, it's the bot or nothing. We prefer not to make people deal with the bot or to, at least, hide that they are dealing with the bot. (We want the ability to get rid of the bot icon and use something else.) Also, you cannot set up proactive chat invitations unless you either downgrade to ZD's Classic Chat, or pay a lot more money for Sunshine.
We haven't started using phone yet as we are still trying to get messaging to work as we need it to.
What problems is the product solving and how is that benefiting you?
The Support piece is excellent. The jury is still out on messaging and phone. We like the idea of integrating everything. We are just having some problems because the Zendesk message and phone pieces are missing critical elements that our current solutions include.
Recommendations to others considering the product:
Make sure you research other options so you can carefully determine if Zendesk Support Suite includes all of the features you really need.
Excellent product and support
What do you like best about the product?
Support suite is highly effective and easy
What do you dislike about the product?
Some of the setup is difficult but their support is great at helping
What problems is the product solving and how is that benefiting you?
Easier to track support issues. Better organization and quicker issue resolution.
Critical to Our Business
What do you like best about the product?
Helps us triage all support requests for numerous departments.
What do you dislike about the product?
Automation and integration could be better documented.
What problems is the product solving and how is that benefiting you?
We're able to prioritize numerous support requests companywide.
Zendesk Support System
What do you like best about the product?
Easy to use. No downtime and very responsive
What do you dislike about the product?
Some limitations as to what you can configure and what you can do.
What problems is the product solving and how is that benefiting you?
Issue with the ticket system.
My queries were always answered
What do you like best about the product?
Zendesk agents always help me in time and answer my queries.
What do you dislike about the product?
Nothing major to complain. My experience with zendesk support was good
What problems is the product solving and how is that benefiting you?
Triggers, automation, queries, dashboard
So far so good!
What do you like best about the product?
Very intuitive and easy to onboard new agents.
What do you dislike about the product?
Honestly at this point *we have been using for 6 months) there have not really been any negatives to speak of.
What problems is the product solving and how is that benefiting you?
We are intaking all customer and self-service client support requests. Zendesk gives excellent visibility to our entire support org and easily allows us to run a 24/7 support program, which has been incredibly valuable/
Recommendations to others considering the product:
I would say that you can lean on your account manager for assistance with best practices up while setting up.
Great Support!
What do you like best about the product?
I like the ability to he able to integrate our other accounts to all come through messaging. It makes it pretty convenient to be able to have everything in one spot.
What do you dislike about the product?
I dislike that setting up direct Instagram messaging is not nearly as easy as setting up Facebook messaging - you would think they would both operate the same way.
What problems is the product solving and how is that benefiting you?
We used to have somebody separately replying to our Instagram messages via the app, but were recently able to use support help for a workaround on how to integrate them into our account for customer service agents to reply to instead.
Recommendations to others considering the product:
Utilize customer support for tricky issues, they are always there to help specific situations.
Excellent all round experience with Zendesk
What do you like best about the product?
Simple and intuitive interface
Helpful support team who are quick to respond - the live chat feature works really well
Easy to update admin settings
Good integration with our own platform
Helpful support team who are quick to respond - the live chat feature works really well
Easy to update admin settings
Good integration with our own platform
What do you dislike about the product?
Links into 3rd party apps can be a little unreliable
Quite challenging to set up if you don't have prior experience with it
Experienced a couple of small bugs with email routing
Quite challenging to set up if you don't have prior experience with it
Experienced a couple of small bugs with email routing
What problems is the product solving and how is that benefiting you?
One source for all inbound queries and incidents
It's easy to manage and respond to tickets
Relevant team members are kept up to date by logging on as light agents
It's easy to manage and respond to tickets
Relevant team members are kept up to date by logging on as light agents
Recommendations to others considering the product:
Online help articles are really useful
Spend time understanding how triggers and routing work
Spend time understanding how triggers and routing work
Very helpful support
What do you like best about the product?
Knowledgable about my question and able to resolve it.
What do you dislike about the product?
Had to wait 20 minutes to get a live chat agent
What problems is the product solving and how is that benefiting you?
i needed help setting up live dashboard permissions for agents
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