Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Swift service
What do you like best about the product?
It's easy to navigate, user-friendly, intuitive, and you also have the option to select the live chat feature.
What do you dislike about the product?
I didn't like the automated pop-up answers. I thought I wouldn't get through to a live agent but that wasn't the case at all.
What problems is the product solving and how is that benefiting you?
I have only used it a couple of times and so far I have been using it to solve problems when dealing with customer tickets.
Great WFM tool for our department!
What do you like best about the product?
Tymeshift is super easy to use and the detailed reporting is fantastic. It's transformed how we manage our team! We always receive excellent support from the Tymeshift team!
What do you dislike about the product?
Nothing so far, we're very happy with Tymeshift!
What problems is the product solving and how is that benefiting you?
With our team working across separate offices, Tymeshift gives us visibility on the team's productivity and efficiency that we never had before and allows us to support with any tricky queries that might be causing longer reply times.
Happy customer
What do you like best about the product?
We at ecoLinen, look out for the weekly reports emailed to us, partly regarding how many customers have visited our website versus the previous week. We also use the list of email requests left through Zendesk to make sure we've answered everyone, excellent options.
What do you dislike about the product?
Hard to find some information, updating our credit card info was difficult but I think we're on a legacy subscription...so understandable, all completed now.
What problems is the product solving and how is that benefiting you?
Any of our customers can ask a question and be answered almost immediately, this is gold. Getting an immediate response is imperative for our customers, Zendesk is the answer.
Recommendations to others considering the product:
Check all they offer, its a very professional option
VERY DETAILED ASSISTANCE
What do you like best about the product?
The articles given were very helpful in getting my issues resolved. I even learned more functions while getting the help I needed.
What do you dislike about the product?
I was frustrated with the wrong articles I was receiving based on what I was asking. It took me 3 days to finally get what I needed done by the right person.
What problems is the product solving and how is that benefiting you?
Triggers on how to use them and how to stop them. I know more about this function and I am appreciative.
One stop solution for ticketing and Knowledge base
What do you like best about the product?
The interface is easy and the support is awesome
What do you dislike about the product?
Calling support should be an option. It would be nice to connect with a human for resolution over a call. I find creating reports a little difficult. A dashboard would also help
What problems is the product solving and how is that benefiting you?
we have a knowledge base and support ticketing system in ZD. When a query is received ZD immediately sends an acknowledgment which is nice. Also I can take my NPS soon after the ticket is closed.
Explore Query / Remove a Line
What do you like best about the product?
I was able to add screenshots to show Elaine what I was trying to explain. Elaine provided instructions and waited for me to try them out. When it did not work Elaine shared a video with the instructions to remove a line from a query.
What do you dislike about the product?
The wait time was longer than mentioned and there was not an updated ETA after the 10 minutes wait had passed. Elaine asked for information and I did not understand why they needed it.
What problems is the product solving and how is that benefiting you?
I needed to understand how to remove a line from a ZD Explore query. The chat feature was fantastic because I was able to talk to someone right away in real time.
Recommendations to others considering the product:
I can achieve massive amounts of communication that is organized and easy to obtain data.
Quick and user-friendly support
What do you like best about the product?
Three things I like the most about ZD support:
1. Quick and accessible 24/7
2. They solve my issues
3. They're patient and user-friendly
1. Quick and accessible 24/7
2. They solve my issues
3. They're patient and user-friendly
What do you dislike about the product?
ZD platform is outdated a little bit. Hope we'll see some development in the near future
What problems is the product solving and how is that benefiting you?
ZD Support helped a lot with setting the triggers and live chat. It improved the overall performance of our CS team
Zendesk Support Suite
What do you like best about the product?
I like the convenience of working, good support, cross-platform linkage, and integration on mobile phone applications.
What do you dislike about the product?
I know maintenance is necessary, but sometimes it interrupts business operations.
What problems is the product solving and how is that benefiting you?
I have an INS connection problem when processing tickets. but it has been handled.
Recommendations to others considering the product:
N/a
The best support system
What do you like best about the product?
It is very robust. Before Zendesk we use a chat system that wasn't relevant for our needs. With Zendesk we have the ability to contact customers via chat, email, Whatsapp, phone and even SMS.
What do you dislike about the product?
I think that there are many feature requests that are in queue for many years. I defiantly think that many more helpful features can be added, to make our experience much better.
What problems is the product solving and how is that benefiting you?
I solve customers issues and automated malfunctions reports.
Recommendations to others considering the product:
Best available software.
Friendly and accurate
What do you like best about the product?
Agent could see my user account and give feedback from the inside issue what saves time for us to fully explain what is happenning and for taking actions over the issue.
What do you dislike about the product?
Nothing. The system in general works properly, the agent was very helpful, quickly understood the issue and gave me the proper assistance with the tools required to get upon the issue.
What problems is the product solving and how is that benefiting you?
Cx wasn't receiving our replies and it seems that I hadn't configured properly one of the triggers for what the agent gave me all I needed for solving my issue.
Recommendations to others considering the product:
Is a little bit expensive when trying to get all the Zendesk suite but it is a highly powerful tool and that's why most companies like mine use Zendesk.
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