Zendesk Suite
ZendeskExternal reviews
6,652 reviews
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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?
Due to Skype shut off, we had to resort to Zendesk Talk. It turned out to be a very convenient change that helped us save a lot of money.
What do you dislike about the product?
I'd like to keep the current layout (i.e. legacy setup). We tried the agent workspace, which seems to be unavoidable in the future, but the entire team preferred the current layout despite having fewer functionalities.
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
The experience was pleasant and it's easy to customize
What do you like best about the product?
I like how customizable you can make the dashboards.
What do you dislike about the product?
It was a bit difficult trying to find the help chat.
What problems is the product solving and how is that benefiting you?
I needed dashboards to reflect KPIs per agent monthly. I realize how customizable the queries can be.
Good customer care!
What do you like best about the product?
The kindness. Zendesk operators are always very kind and helpful.
What do you dislike about the product?
Nothing, the follow up was very efficient and hussle free.
What problems is the product solving and how is that benefiting you?
I could not change the telephone numbers into an Italian number, so they offered me a UK number, that is perfect for us.
Zendesk has been amazing for my team our workflows are very smooth.
What do you like best about the product?
I really like the explore option, this helps us by collecting data and helps us build our KPI metrics
What do you dislike about the product?
Help Center Articles, I feel that they can be more interactive
What problems is the product solving and how is that benefiting you?
Building data dashboards, with the explore option we can create dashboards from all of our Zendesk Tools
Recommendations to others considering the product:
You should definitely use the Zendesk Explore Option
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