Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Extremely Fast Service
What do you like best about the product?
My agent was extremely quick to respond. He apologized for a "delay" of 10 minutes. Any other customer service rep would have responded after a few days or hours.
What do you dislike about the product?
Nothing my support agent did raised concern. His solution was quick and to the point. Once the task was completed he closed the ticket and let me get back to work.
What problems is the product solving and how is that benefiting you?
Our company was previously using Hubspot for support. It really hampered by response time since we were getting more and more tickets. Zendesk has already improved my workflow because I have multiple views. I don't just have a single inbox view. Plus I can merge duplicate tickets into one answer. It makes me more efficient. I can connect multiple emails a user may have to one persona. I can see context from previous conversations. I can assign the ticket to our engineering team and they can find it with ease. Overall, I think Zendesk will have a significant impact on our customer service and ability to see which user issues our dev team should prioritize. It makes that communication more streamlined too!
Zendesk for Startups is a Great Program
What do you like best about the product?
We've been in the Zendesk for Startups program for awhile which has been the perfect way to get our feet wet as we provide customer support for the first time. It's obvious that we are using a fraction of the possible features and I know we can DEFINITELY grow to thousands of customers with this program!!
What do you dislike about the product?
I wish there was a way to enter content and have the help center structure it for you. We're struggling a bit with how to use the product in that regard.
What problems is the product solving and how is that benefiting you?
Now, people don't contact random employees on a one-off basis. Also, the integrations with Slack, Productboard, and Gong are AMAZING and really help our team stay in the loop.
Easy to use and feedback for the suite
What do you like best about the product?
Explore is one Zendesk arm very useful for all my partners in the company
What do you dislike about the product?
everything es good! my recommendation is to make more simple to understand
What problems is the product solving and how is that benefiting you?
Give my Operations Team visibility of SLA
Recommendations to others considering the product:
Talk with support in everything that you needed
Great Platform for all things CX
What do you like best about the product?
The Suite is user friendly and there is support available should you need it to help with the set up and use of the platform.
What do you dislike about the product?
It can be a little complicated to do alone if you are not tech savvy
What problems is the product solving and how is that benefiting you?
We have been able to merge all of the different platforms that we support customers on
Easy Custom Integration
What do you like best about the product?
As a developer, I love the fact that the Zendesk support site is very clearly documented and 99% of the time I can find the solution I am looking for.
What do you dislike about the product?
I dislike sometimes that Zendesk out of the box does not support what we are trying to achieve, but on the flipside, there is generally a workaround.
What problems is the product solving and how is that benefiting you?
Being able to restrict some of our help centres to a subset of our users for sensitive articles.
time to resolution was extremely fast.
What do you like best about the product?
Besides the usual functionality, I was really impressed by their support service - time to resolution was extremely fast.
Had a worse experience with other similar companies.
Had a worse experience with other similar companies.
What do you dislike about the product?
I think that the UI could be better, especially inside a ticket. The mails could be messy as well.
Sometimes it hard to figure the structure of the mail that was sent.
Sometimes it hard to figure the structure of the mail that was sent.
What problems is the product solving and how is that benefiting you?
We use Zendesk for ticketing and customer complaints. It helps us to reduce time to resolution of incidents that our customers are facing and increase reliability.
My Experience with Zendesk
What do you like best about the product?
The support team are very helpful in explaining how different features work and resolving errors.
What do you dislike about the product?
The Zendesk interface can be difficult to navigate at times.
What problems is the product solving and how is that benefiting you?
Improving our customer service experience
Zendesk is all you will ever need
What do you like best about the product?
I like that I can have all of my team's support channels in one place, Talk, Chat, and Tickets
What do you dislike about the product?
Sometimes there are minor annoyances but not everyone can be pleased
What problems is the product solving and how is that benefiting you?
From simple to complex issues with our SaaS business. The benefits are the seamless integrations with our website and the excellent platform to build upon
Recommendations to others considering the product:
Just go all in it has the features you need
Awesome support
What do you like best about the product?
Able to pick up tickets and do a lot from inside the ticket system
What do you dislike about the product?
Chat created a ticket. Was hoping to get to talk to someone on chat.
What problems is the product solving and how is that benefiting you?
How to navigate
Recommendations to others considering the product:
Maybe a more user friendly layout
But maybe it is just needing to get use to it
Learing
But maybe it is just needing to get use to it
Learing
Perfect for omni-channel support
What do you like best about the product?
Easy to setup. Based on your needs you can configure it in multiple different ways. All support channels are in one place.
What do you dislike about the product?
I'm not a huge fan of the reporting tool (Explore). It's not easy to use.
What problems is the product solving and how is that benefiting you?
We've added custom fields to the tickets. it allows us to track the reasons for the received cases and build our own dashboards.
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