Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Great way to manage, prioritize, automate and analyze all Customer Support processes
What do you like best about the product?
The ability for our agents to provide support to our customers from various channels, all in one place. Powerful tools to automate processes
What do you dislike about the product?
Takes time to get a feature request incorporated in the system
What problems is the product solving and how is that benefiting you?
We have multiple support teams operating out of different places in the world and the fact that all the work is managed in one place: Zendesk
Simple and accurate
What do you like best about the product?
I think the app is well categorised and you can find things easily.
What do you dislike about the product?
Sometimes I have problems when I wait to receive documents.
What problems is the product solving and how is that benefiting you?
Customer related: Calls, Enquiries, Emails.
Recommendations to others considering the product:
I would recommend this product to other companies, one argument could be the ease of usage.
Easy Site Support
What do you like best about the product?
It was very simple to start the chat and have the issue resolved
What do you dislike about the product?
It took more than 15 minutes for someone to get someone into the chat, so I kept popping back in to check the chat. But they did send an email to let me know when someone was available.
What problems is the product solving and how is that benefiting you?
It was a technical issue. I was unable to sign in and it was not recognizing my email address as an associated one. It's happened before and I have to access the program via a different domaine. So it was easy to just let them know what the issue was and they were able to advise me immediately.
very quick and reactive support team
What do you like best about the product?
I like the chat function, it's always nice to be able to have a conversation with an agent in such short notice.
I like the professionalism of the support team and their communication skills.
I like the professionalism of the support team and their communication skills.
What do you dislike about the product?
I would like to jump on a screen sharing session, we have to exchange screenshots instead some times.
The size of the chat widget can't be expanded and this sometimes is a problem.
The size of the chat widget can't be expanded and this sometimes is a problem.
What problems is the product solving and how is that benefiting you?
Providing technical support to the customers and partners of my company.
Multiple benefits, from SLAs monitoring to customised ticket creation paths and escalation processes.
Multiple benefits, from SLAs monitoring to customised ticket creation paths and escalation processes.
Continuous improvement
What do you like best about the product?
It'll grow with your team and can support you from a small business into a huge one without having to change platforms.
What do you dislike about the product?
Sometimes it feels like we're promised things and then they actually take away functionality.
What problems is the product solving and how is that benefiting you?
I need a platform that can do it all without having to have agents split across multiple websites and sheets. It helps us remain organised and then optimise on that.
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.
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