Zendesk Suite
ZendeskExternal reviews
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very frendly
What do you like best about the product?
user interface and zendesk full fill our requirement
What do you dislike about the product?
zendesk must have developer support to get quick customistion
What problems is the product solving and how is that benefiting you?
zendesk taking care of my support ticket and chat as well as my help centre.
Zendesk is a game changer!
What do you like best about the product?
The collaboration aspect of Zendesk is the best feature, easily merging tickets, assigning tickets to others, and being able to hop on a ticket that someone else is actively working on.
What do you dislike about the product?
The thing I think everyone would benefit from more is a more built-out phone system. I know Zendesk works with Twillio now but a native phone system that doesn't rely on a thrid party would be great.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is allowing us to collect vital data on Support trends and externally and internally that we as an organization can then utilize for changes internally
Recommendations to others considering the product:
Give it a shot! Zendesk offers a free trial as well to play around, it is worth giving at least that a shot
Excellent Support Platform
What do you like best about the product?
I love the ability to customize each aspect of our ticketing and the support portal. Zendesk has allowed our team to not only stay on top of all support issues that arise but to work more cohesively as a team
What do you dislike about the product?
After using Zendesk as long as we have, the only downside I see is not being able to fully utilize the entire platform. I realize that has nothing to do with Zendesk and more to do with our team but if I have to include something I dislike, its on us and not on Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed us to standardize how the organization submits support tickets. It has also allowed for a better flow of communication to take place among our support team.
Recommendations to others considering the product:
Always document and streamline your processes before setting up Zendesk since its not the job of the platform to tell you how to do your job but rather help you to execute your job.
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.
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.
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