Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Great experience with Zendesk support.
What do you like best about the product?
Triggers and automations are quick and easy to set up.
The zendesk community can also be really helpful for issues as well.
The zendesk community can also be really helpful for issues as well.
What do you dislike about the product?
We're missing some features since moving to agent workspace
What problems is the product solving and how is that benefiting you?
Managing and serving large numbers of contacts simultaneously.
Using their various tools we're able to effectively solve customers concerns in a timely manner and at high volumes
Using their various tools we're able to effectively solve customers concerns in a timely manner and at high volumes
Recommendations to others considering the product:
I'd highly recommend trying it out. It's a very well rounded product.
Based on ticketing system to provide complete omnichannel support solution for customers interaction
What do you like best about the product?
Customized flow builder to guide customers and collect relevant info for agents to provide personalized service to customers
What do you dislike about the product?
Limitation on UI customization in mobile applications.
What problems is the product solving and how is that benefiting you?
Automated my support process by getting customers to do-it-yourself, for example, self-service with the knowledge base. All inquiries logged are tracked and bounded by SLA
Recommendations to others considering the product:
NA
Flexible product for our small helpdesk team
What do you like best about the product?
We have found Zendesk to be customisable enough to meet our small helpdesk team's needs. We are finding macros particularly useful.
What do you dislike about the product?
Explore dashboards are good but not as intuitive as Power BI.
What problems is the product solving and how is that benefiting you?
ZSS helps us manage our customer queries efficiently and Explore helps us track our, and their, strengths and weaknesses.
Knowledge of support staff varies
What do you like best about the product?
It's convenient and fairly easy to operate.
What do you dislike about the product?
The knowledge of the support staff varies greatly, I've been given incorrect information more than once. If all the support members were like Gavin, I would have a MUCH better experience.
What problems is the product solving and how is that benefiting you?
Usually, my simple questions are solved quickly, it's very convenient to be able to chat with an agent through zendesk.
Zendesk Support Suite Review
What do you like best about the product?
The best aspect of Zendesk Support Suite is the ability to have an integrated FAQ with self-service answer finding.
What do you dislike about the product?
There are a number of different 'verticals' within the Zendesk Suite and it complicates the way that each 'vertical' talks to each other with regard to the Support Suite. There isn't a seamless click integration.
What problems is the product solving and how is that benefiting you?
We are solving questions with pre-written answers for our userbase and using the new inquiries to determine future feature development and best practices.
Recommendations to others considering the product:
If you don't need all the other integrations such as CRM and chatbots and phone, etc. there are easier solutions.
Highly customizable service platform
What do you like best about the product?
Zendesk allows you to quickly adapt to changing service requirements easily. Do you need to add an extra field to tickets? No need to activate a technical resource to code - you can add and implement it quickly. Makes responding to changing needs a breeze.
What do you dislike about the product?
There will be times that you find options that you would like to use but they are only available in the next suite level. There is no ability to "a la carte" much-needed components without paying for every agent to have access. It would be much more preferable to purchase licenses at different levels to tailor Zendesk use to a variety of teams.
What problems is the product solving and how is that benefiting you?
We have streamlined communications within our service team. We were working customer service issues from a shared Outlook mailbox and stumbling into each other. Zendesk helped us allocate workloads and enabled CSRs to focus on their assignments without crossing the efforts of others.
Recommendations to others considering the product:
Start with one department within your organization and look for ways to integrate into others. For example, having accounting resources on Zendesk allows CSRs to transfer tickets requesting accounting help to the correct resource.
Graet Omnichannel experience
What do you like best about the product?
I like the possibility to manage many channels from one unique platform.
What do you dislike about the product?
Sometimes reporting can be a bit complex
What problems is the product solving and how is that benefiting you?
- Ease the collaboration between departments
- Great knowledge base accessible from all the company
- Quick response to customers
- Great knowledge base accessible from all the company
- Quick response to customers
excellent support
What do you like best about the product?
extensive list of support and FAQ available online
What do you dislike about the product?
user interface and reporting is not specific
What problems is the product solving and how is that benefiting you?
reporting cannot be specific date
Intuitive UI and fast, responsive customer support.
What do you like best about the product?
The interface for front line support agents is very intuitive and easy to learn.
What do you dislike about the product?
The lack of functionality to forward support requests out of the zendesk system.
What problems is the product solving and how is that benefiting you?
We can provide a fast, informative response to our customers. This in turn provides our customers with an excellent customer experience.
Great interaction
What do you like best about the product?
The support agent was able to provide me with a quick solution and with the correct guides to get a solution to my solution.
What do you dislike about the product?
The only thing I would say would be to quicken the agent joining the live chat, other than that it was great.
What problems is the product solving and how is that benefiting you?
One of our agents was unable to access their account, the agent was able to provide a solution to this.
Recommendations to others considering the product:
It is a great product
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