Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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great support
What do you like best about the product?
easy to use, cool features, easy integration, all in one workspace, apps marketplace, ADA, surveymonkey,
What do you dislike about the product?
lack key features in Explore and custom fields
What problems is the product solving and how is that benefiting you?
customer support
Easy to Get Hold of Support
What do you like best about the product?
It's easy to get the help you need with the available help articles, or the option to chat with the support team in real-time.
What do you dislike about the product?
Sometimes the lag when chatting with support takes several minutes which probably can still be improved.
What problems is the product solving and how is that benefiting you?
Easily connect with clients and also when needing technical support for typical day to day technical issues and how-to questions not available from the knowledge base can be solved with the ZD support suite.
Awesome for business
What do you like best about the product?
Zendesk is pretty intuitive and easy to manage. There are plenty of resources that come included even in the most basic plans that are pretty handy for customer support teams and more.
What do you dislike about the product?
Some of the best widgets and tools that it offers are not available to all plans without additional cost, but that's understandable. Support is usually quick to reach out but doesn't always have the best answers right away without setting a meeting with them.
What problems is the product solving and how is that benefiting you?
Everything related to customer support is what Zendesk was used for, including creating a help center to offer more self serve options to our customers even during off hours.
Very Responsive Support
What do you like best about the product?
The agent who responded was very communicative with me. They seemed to really know the system (which is surprisingly a rarity in this world) and cared about solving the problem.
What do you dislike about the product?
I had no complaints about the resolution to my issue.
What problems is the product solving and how is that benefiting you?
We were already using Sell, so it had been helpful to us to have our CRM and support ticketing software integrated.
Fantastic support!
What do you like best about the product?
I like the way I can organize my work as a support empoyee. This tool makes my day a lot easier. Their support is fast and helpful.
What do you dislike about the product?
Can not find any downsides really. Try it today!
What problems is the product solving and how is that benefiting you?
I help customers all day with incoming issues. I love the feature where I can sort incoming arends based on certain keywords.
Recommendations to others considering the product:
Try it today!
Great customer service.
What do you like best about the product?
They always respond quickly and try to help you. Sometimes if it spends some time, but in general everything is excellent. Also, the system is very easy to use.
What do you dislike about the product?
Sometimes they have bugs with the calls and we constantly have to clear the cache. And there is a bit of a delay when new tickets come in. But overall I have no complaints.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy for us to serve the needs of our customers. The system is very easy to use. So new agents learn fast and help our clients in the shortest possible time.
Recommendations to others considering the product:
The best option for the companies.
DSN/TRIGGER ISSUES
What do you like best about the product?
I like that I was able to chat with a knowledgeable representative and not have to call in and be stuck on the phone to solve my issues. It was also very nice for him to be able to link a lot of help articles so I could forward that info. to the person who could assist me on our side (web developer, eCommerce, etc.). My agent in particular was very sweet and patient and continued to check to make sure all issues were covered and fixed even when we thought it was solved he double-checked and found another error which was awesome to be able to fix right then and there and not have to come back at a later date and complain that it wasn't fixed in the first place.
What do you dislike about the product?
I do feel like there were often long breaks in between but it wasn't that inconvenient and there was long breaks on my side as well. Would've been nice to have an explanation in less technical terms for someone like myself who does understand some of the big technical explanations that the articles give.
What problems is the product solving and how is that benefiting you?
I had an issue with our DNS records set up, as well as an issue regarding our trigger being turned off resulting in no responses being sent out. The huge benefit is how convenient it is and all the information my rep had access to behind the scenes so I didn't have to explain much.
Zendesk nd how good it is
What do you like best about the product?
I like that I can view chat interactions and also use reporting to view the number of tickets taken, how many were closed as well as CSAT per sub case type. This provides great insight.
What do you dislike about the product?
The reports are slightly difficult to get used to creating in terms of putting in the criteria to get your results. However, once you create one, its easy to use it as a template for future reports
What problems is the product solving and how is that benefiting you?
CSAT, looking at the troublesome areas in terms of customers rating poorly for contact type and then using it to view areas to coach agents on and use it individually to find areas of opportunity.
Efficient ticketing system
What do you like best about the product?
The Support and Chat sections are easy to use
What do you dislike about the product?
The reporting tool is hard to understand
What problems is the product solving and how is that benefiting you?
Communication with clients
Documentation
Documentation
Recommendations to others considering the product:
All-in-one help desk system
Zendesk Review! Love them!
What do you like best about the product?
It's an easy to use system and helpdesk site. Customer service is great, their help desk articles are also really nicely done. Answerbot is super cool!
What do you dislike about the product?
Sometimes the articles can be lengthy and hard to follow.
What problems is the product solving and how is that benefiting you?
Education related.
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