Zendesk Suite
ZendeskExternal reviews
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Feature-rich and functional support software
What do you like best about the product?
Zendesk provides a wide range of features for managing large quantities of inbound customer support enquiries and distributing the workload throughout a large team of support agents.
What do you dislike about the product?
Some of the features can be quite rigid and inflexible, meaning it's not always possible to create the kinds of views or automations that might be useful for specific/niche use cases.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to bring customer queries into a single platform from multiple channels, in our case this means phone calls and email support tickets. This means we don't have to worry about missing information about customer issues because it's not visible in the platform they contacted us from most recently.
Great response speed and communication
What do you like best about the product?
The real person was attentive to my question and able to get me the resolution I desired. Even after I didn't get the answer I needed right away, the follow-up was useful in getting me to what I needed.
What do you dislike about the product?
I would recommend some sort of "other" category when navigating through the chatbot commands. While I understand the point is to get as many people automated answers as possible, the questions I had fell outside of the options available to me.
What problems is the product solving and how is that benefiting you?
I've used the support suite as a customer for many applications and find it routes my questions to the best person while keeping it in a useful communication string.
Zendesk CRM Support
What do you like best about the product?
I like the intergration with other tools such as Maestro, Assembled. The ability to group customer interactions when an outage happens and to be able to send mass updates/resolutions
What do you dislike about the product?
The reporting tool takes a little time to learn and master. I would like to see a better live dashboard for live calls
What problems is the product solving and how is that benefiting you?
The benefit of having all of my channels in one application (voice, chat, email) is a huge benefit. It simplifies my reps day to day transactions.
Great help support,
What do you like best about the product?
Fast, they did everything in their ability to help solve our issues. On the occasions that they could fix it, the solution was quick and precise. Great team!
Honestly, we haven't had the need to shop around with other competitors.
Honestly, we haven't had the need to shop around with other competitors.
What do you dislike about the product?
Nothing, the fact that there was no resolution was not their problem. But they tried.
At this time, it is taking a while to receive an update on changing our spam filter, but we were assured that it's underway.
At this time, it is taking a while to receive an update on changing our spam filter, but we were assured that it's underway.
What problems is the product solving and how is that benefiting you?
Spam filtering, and trigger aid.
The team is really here to help us fix any problems we may have in troubleshooting our setup. Always strive to see if there is anything else we can improve.
The team is really here to help us fix any problems we may have in troubleshooting our setup. Always strive to see if there is anything else we can improve.
Helpful tool
What do you like best about the product?
Reporting capabilities and macros make the job easier.
What do you dislike about the product?
For a customer service platform, their support team is not very responsive.
What problems is the product solving and how is that benefiting you?
Saving time answering customer queries, tracking up-sales managed by Support.
Powerful tool to work with customers. Both internal and external.
What do you like best about the product?
Triggers. They are absolutely awesome. It's possible to setup complicated rules which will transform ticket automatically
What do you dislike about the product?
The Admin center rolled out quite long ago, but it's still requires an additional click to navigate there. Reporting page (agent/reporting/explore/period:0) is almost useless. Please consider put some reports there.
What problems is the product solving and how is that benefiting you?
We're working with our external customers - both clients and providers. Having theese conversations in tickets allow us not to loose information in someone's personal emails. Many employees may work on one ticket. Internal notes - clever feature.
Recommendations to others considering the product:
Comprehensive service which covers 200% of usual requirements. In good hands it will become a real help for your business.
So many options to build your service process in Zendesk
What do you like best about the product?
Amount of options and possibilities to create virtual way of our service process, which is really complicated - with those options I was able to share specific data with specific customer segments
What do you dislike about the product?
I' ve started setting up our account when Zendesk changed the appearance of some windows. And I for me it was hard to run answerbot with my messaging way; when I tried there was no button to do that.
What problems is the product solving and how is that benefiting you?
My biggest problem was build our service process due to specific maintenance date for customer. I can't do this with clear Zendesk due to limit 100 trigger's run with one ticket. I was able to do this with Deadline App.
A must for customer service team
What do you like best about the product?
It allow us to manage and track the customer service tickets in a very organized manner. We can automate a lot of things, and set it up in a way that suits our specific way of handling things. And the best part is the integration with Shopify! It really helps us save time on going back and forth Shopify and support ticket page.
What do you dislike about the product?
I wish we can set up a different Branding (brand name etc) per channels. We have a couple of brands under one organization, so if we can respond to tickets coming from one channel as Brand A and tickets coming from another channel as Brand B, that would make it more professional looking.
Also, I wish they would stop charging per agent. We would like everyone in our team to have Zendesk agent account, but with this pricing structure it's not worth it to do so. It would make more sense to charge per ticket volume in my opinion.
Also, I wish they would stop charging per agent. We would like everyone in our team to have Zendesk agent account, but with this pricing structure it's not worth it to do so. It would make more sense to charge per ticket volume in my opinion.
What problems is the product solving and how is that benefiting you?
Zendesk made it easy for all of our staff to help out with the customer service tasks. It is clear who is responsible for each tickets, and it encourages everyone to clear out open tickets as quickly as possible. And when a staff member takes a day off, another staff can seamlessly jump in and take over.
Zendesk support
What do you like best about the product?
Bearing in mind that the possibility of getting a fast reply from support won't be available since I've marked the case as a Non-urgent one, I was pleasantly surprised by the velocity of the time the agent joined the chat. The support agent was amiable and provided all the information I was seeking.
What do you dislike about the product?
The assistance was fast, and the answers were to the point. I do not have any complaints about the provided service on the requested inquiry. However, there is always room for improvement.
What problems is the product solving and how is that benefiting you?
Working with different tools always allows you to choose which one to use in this or that particular case; however, it's always a dilemma to use the most efficient one. The support agent has guided me to the best possible option to have the task done.
Pretty Happy Overall
What do you like best about the product?
I feel a bit overwhelmed at times. We have a new account and there is a lot to learn. The help received through chat, and self-help through the guide pages are all very helpful.
What do you dislike about the product?
I dislike how I can not easily tell if the customer has responded to a ticket. I wish it said new, or was bold or a different color to alert me I have a new ticket, or new information without having to check my email as well.
What problems is the product solving and how is that benefiting you?
I'm still new to zendesk and somewhat onboarding a new account, so it's been a learning process. I contact support when I get stuck. Most recently, they helped me with the "tags" feature. We are creating a streamlined customer service management force.
Recommendations to others considering the product:
It is a bit tricky at first, but once you know your way around it's easier. The help team at Zendesk is wonderful and patient and works hard to provide excellent assistance when I get stuck.
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