Zendesk Suite
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Critical to Our Business
What do you like best about the product?
Helps us triage all support requests for numerous departments.
What do you dislike about the product?
Automation and integration could be better documented.
What problems is the product solving and how is that benefiting you?
We're able to prioritize numerous support requests companywide.
Zendesk Support System
What do you like best about the product?
Easy to use. No downtime and very responsive
What do you dislike about the product?
Some limitations as to what you can configure and what you can do.
What problems is the product solving and how is that benefiting you?
Issue with the ticket system.
My queries were always answered
What do you like best about the product?
Zendesk agents always help me in time and answer my queries.
What do you dislike about the product?
Nothing major to complain. My experience with zendesk support was good
What problems is the product solving and how is that benefiting you?
Triggers, automation, queries, dashboard
So far so good!
What do you like best about the product?
Very intuitive and easy to onboard new agents.
What do you dislike about the product?
Honestly at this point *we have been using for 6 months) there have not really been any negatives to speak of.
What problems is the product solving and how is that benefiting you?
We are intaking all customer and self-service client support requests. Zendesk gives excellent visibility to our entire support org and easily allows us to run a 24/7 support program, which has been incredibly valuable/
Recommendations to others considering the product:
I would say that you can lean on your account manager for assistance with best practices up while setting up.
Great Support!
What do you like best about the product?
I like the ability to he able to integrate our other accounts to all come through messaging. It makes it pretty convenient to be able to have everything in one spot.
What do you dislike about the product?
I dislike that setting up direct Instagram messaging is not nearly as easy as setting up Facebook messaging - you would think they would both operate the same way.
What problems is the product solving and how is that benefiting you?
We used to have somebody separately replying to our Instagram messages via the app, but were recently able to use support help for a workaround on how to integrate them into our account for customer service agents to reply to instead.
Recommendations to others considering the product:
Utilize customer support for tricky issues, they are always there to help specific situations.
Excellent all round experience with Zendesk
What do you like best about the product?
Simple and intuitive interface
Helpful support team who are quick to respond - the live chat feature works really well
Easy to update admin settings
Good integration with our own platform
Helpful support team who are quick to respond - the live chat feature works really well
Easy to update admin settings
Good integration with our own platform
What do you dislike about the product?
Links into 3rd party apps can be a little unreliable
Quite challenging to set up if you don't have prior experience with it
Experienced a couple of small bugs with email routing
Quite challenging to set up if you don't have prior experience with it
Experienced a couple of small bugs with email routing
What problems is the product solving and how is that benefiting you?
One source for all inbound queries and incidents
It's easy to manage and respond to tickets
Relevant team members are kept up to date by logging on as light agents
It's easy to manage and respond to tickets
Relevant team members are kept up to date by logging on as light agents
Recommendations to others considering the product:
Online help articles are really useful
Spend time understanding how triggers and routing work
Spend time understanding how triggers and routing work
Very helpful support
What do you like best about the product?
Knowledgable about my question and able to resolve it.
What do you dislike about the product?
Had to wait 20 minutes to get a live chat agent
What problems is the product solving and how is that benefiting you?
i needed help setting up live dashboard permissions for agents
Review as Users
What do you like best about the product?
Feature is user-friendly and it's quite straightforward to use
What do you dislike about the product?
Sometimes it's a bit hard to navigate the functions
What problems is the product solving and how is that benefiting you?
How to assign the ticket to the right team.
New Zendesk User switching from other CRM.
What do you like best about the product?
Combining all our different platforms from text to Social media in one place has been a game-changer, we can now have proper reporting on these type of tickets whereas before we could only report on emails. This has allowed us to do proper QA on every ticket.
What do you dislike about the product?
Quite difficult to set up, thought it would be a bit more out the box style but really I wish I got someone to help me do initial set up, there's quite a few small things like sending out texts etc that arent that easy to work out.
What problems is the product solving and how is that benefiting you?
The main issue is not being able to get back to our customers across different platforms properly, we were missing tickets and not responding to everything efficiently.... the huge benefit of having all tickets being responded to the same as an email ticket means our customers are benefited hugely by getting faster responses, better triggers and automation, easier integrations across all our teams.
Recommendations to others considering the product:
Recommend having someone who is a professional in the set up to help set up the initial stages, it takes a long time to do as someone who doesn't have any skills in it.
Zendesk Review
What do you like best about the product?
I like the ability to customize the main page to your company's needs and wants. I appreciate the level of support provided and how quickly agents reach out to us.
What do you dislike about the product?
We need automatic notifications if there are any issues with work arounds so we're aware. It also helps you in a sense that we don't need to reach out and be assisted
What problems is the product solving and how is that benefiting you?
We solve guest comments and concerns with Zendesk Support Suite. The functions/apps is the greatest benefit of using Zendesk.
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