Zendesk Suite
ZendeskExternal reviews
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Very Flexible
What do you like best about the product?
Zendesk settings are quite flexible! This allows you to create setups that work for you and your team.
What do you dislike about the product?
It can be tough getting the hang of all the options for settings at first. The help center is great and so are the Zendesk support chat agents.
What problems is the product solving and how is that benefiting you?
We want to support our customers with both support tickets and chat. Zendesk helps us create this set up with a lot of flexibility
Generally is very powerful and useful platform, but need more detailed functions
What do you like best about the product?
The form is the most useful tool to help us categorize tickets and analysis and we can make decisions based on these results. Sorry we have not tried with other platforms so cannot provide more information
What do you dislike about the product?
Explore is completed to use, and I cannot check the related ticket based on the explore interface, the basic function for the query could be too simple and if need some calculation, may need coding knowledge, the plugin could be expensive
What problems is the product solving and how is that benefiting you?
visualize our call data and combine text, call, email together into only one platform, and the bot function is quite useful to help customers before connecting to an agent.
The best chat support
What do you like best about the product?
Zendesk is easy to set up and offers a best-in-class service for real-time chat support.
What do you dislike about the product?
The myriad of options and configurations can be overly complex at times.
What problems is the product solving and how is that benefiting you?
Connecting our end users with customer support. Features like integration with Salesforce increase productivity.
Very helpful in solving my issue in a timely manner
What do you like best about the product?
I liked that the wait time was less than I was told. They were also helpful in showing me what was wrong when I did not understand the issue.
What do you dislike about the product?
I wish the agent could have called me to alleviate some back and forth in the conversation.
What problems is the product solving and how is that benefiting you?
I was solving issues with communicating with customers on certain types of tickets.
Recommendations to others considering the product:
They are helpful but sometimes i just want to talk to an agent over the phone without jumping through hoops.
ZenDesk is great for small to medium companies
What do you like best about the product?
ZenDesk is very customizable.
I love being avble to build custom views.
Would be perfect in a sales enviroment.
I love being avble to build custom views.
Would be perfect in a sales enviroment.
What do you dislike about the product?
Reports could be better.
Filters for rerporting are limited.
inability to actually extract a full year of data into a single csv.
Filters for rerporting are limited.
inability to actually extract a full year of data into a single csv.
What problems is the product solving and how is that benefiting you?
We have limited our apps to only the Support module so far.
Chat and Guide look very promising.
Guide could help us stream line our knowlebge base and provide addition Self-Help oppertunities.
Chat and Guide look very promising.
Guide could help us stream line our knowlebge base and provide addition Self-Help oppertunities.
Quick, efficient, and friendly
What do you like best about the product?
I really enjoyed the knowledge and expertise, but also the friendly tone of the agent. The issue was solved quickly, with lots of options to try to resolve my problem.
What do you dislike about the product?
It's not exactly clear how to begin to get support. I had to use a guide to find the get-help function, once you know where it is this is obvious.
I'd prefer the option for a voice call to communicate orally.
I'd prefer the option for a voice call to communicate orally.
What problems is the product solving and how is that benefiting you?
I have solved a technical issue and realised how quick and effective this was. I received a 15 minute wait time notification from the bot, but it only took around 2.
It is much user freindly
What do you like best about the product?
Automatic ticket creation via email. We can mark ticket as pending,open,closed.
we can run reports based on status
we can run reports based on status
What do you dislike about the product?
We cant starred the important ticket . better if we can segregate by priority.
What problems is the product solving and how is that benefiting you?
We are replying and managing customer support .Good for communication.
A fast, reliable and clear tool
What do you like best about the product?
The number of options to automatise work is impressive. This helps limit to the likelihood of a human error. Additionally, the variety of options offers various approach towards individual work.
What do you dislike about the product?
When contating ZD support. The character number restriction in the box to describe the issue is quite low. It's not enough to describe the entire issue in detail.
What problems is the product solving and how is that benefiting you?
Usually, I contact ZD staff regarding minor issues, however, some of them could be tricky. On each occasion, they provided me with satisfying support and answers.
Recommendations to others considering the product:
It's a powerful tool with multiple functions that make work much easier and enjoyable.
Powerful Tool
What do you like best about the product?
It's a very powerful tool and integrates with a lot of popular apps which is really nice. I like that they offer chat/email/talk all in one platform. Reporting seems to be pretty robust/extensive.
What do you dislike about the product?
Not plug & play friendly - There are a lot of "triggers" or rules/workflows that need to be created for certain features to work. Additionally, while the support team is somewhat helpful they default to sending help articles rather than attempting to troubleshoot/walk you through an issue. We've had issues with our emails going to customers' spam folders which Zendesk wasn't very helpful in solving.
What problems is the product solving and how is that benefiting you?
We're solving customer support issues and reporting on the reasons a customer reaches out to support.
Recommendations to others considering the product:
Know what your business needs are. Zendesk is a very powerful tool that can be complex.
Support Review
What do you like best about the product?
I like the flexibility of creating a ticket, the chat agent is great, and will open an email ticket if needed. I can also talk to an agent directly. response times are great
What do you dislike about the product?
can't think of anything, great product and support
What problems is the product solving and how is that benefiting you?
initial setup and routing questions
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