Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Simple to keep track of requests
What do you like best about the product?
Being able to respond in email rather than having to log into a vendor portal.
What do you dislike about the product?
Nothing much, we are not users of the "support" suite but deal with vendors who use it. We use the Contact Center/CRM Zendesk.
What problems is the product solving and how is that benefiting you?
As a business we only use Zendesk, however we are happy with the Zendesk CRM. We previously used Dynamics CRM and it was complicated, clunky and slow.
Really helpful service, super efficient
What do you like best about the product?
Speed of service was excellent, Esther Garnica was the agent.
What do you dislike about the product?
On this occasion, I did not experience any issues and have nothing but positive words say.
What problems is the product solving and how is that benefiting you?
I was looking to add new language variants to be used on ZD guide.
Swift, professional service
What do you like best about the product?
I am delighted that the service is now incredibly prompt, it's also very straightforward to find an answer to my question
What do you dislike about the product?
Get referred to other departments if I have multiple questions and have to make a new chat
What problems is the product solving and how is that benefiting you?
Questions about the chat widget and functionality, which will help us to expand our business globally.
Recommendations to others considering the product:
I would definitely recommend this service
Customizable and Forces All Parties to Adhere to a Workflow
What do you like best about the product?
Zendesk integrates with many other apps and implements an easy-to-follow simple workflow. JIRA integration is important for us. I have not tried many competitors, but it was a huge step up from our previous systems.
What do you dislike about the product?
The reporting module is difficult to navigate, though we don't use it often. There is no way for an agent to hide unused features, so the ticket views that are created by administrators can clutter the view.
What problems is the product solving and how is that benefiting you?
The workflow for our Support team needed to be simplified much more, and it has accomplished the task. Tickets are resolved more quickly, redundant work has been reduced, and our ability to assist customers has improved greatly.
Customer service, at its best
What do you like best about the product?
the Speed of the response and understanding of the issue
What do you dislike about the product?
there isn't a screen share or telephone support, sometimes its hard to type and explain the issue
What problems is the product solving and how is that benefiting you?
triggers, automation and macros, issues with logging in
A complete support suit !
What do you like best about the product?
The ability to contact customers from multiple channels, and access to a set of data analytics
What do you dislike about the product?
The talk feature still needs improvement and is quite complicated to setup
What problems is the product solving and how is that benefiting you?
Solving all the customers requests coming from multiple channels in one centralized place.
Recommendations to others considering the product:
All you need is to set it up correctly, then everything is so easy
Problem solved
What do you like best about the product?
She was very helpful and nice, connect me to a zoom and we share the screen, she saw the problem and told me what I need to do to check the tickets.
What do you dislike about the product?
Nothing, the amiability and attitude were Excelent.
What problems is the product solving and how is that benefiting you?
It helps to communicate more effectively with clients and solve problem in record time
Helpful and manageable
What do you like best about the product?
The fact that we can request reviews from our clients through the ticketing system via email and chat.
What do you dislike about the product?
Not being able to forward emails. As of now I copy and paste to forward emails.
What problems is the product solving and how is that benefiting you?
Offering technical support to our clients via email and live chat support. We also created a knowledge base where customers can access "how to" articles for support. CSAT scores allow us to monitor customer satisfaction with our customer service team.
Recommendations to others considering the product:
Do it, app integrations are a nice feature!
FANTASTIC SUPPORT
What do you like best about the product?
You've updated your chat so being directed to a live person is so easy when needed! Your CSRs are always super knowledgeable and patient with "laymen" like myself!
What do you dislike about the product?
Maybe have a phone number for urgent issues.
What problems is the product solving and how is that benefiting you?
Reporting, adding agents - no specifically "problems," just need a little hand- holding from time to time. Even had a couple of Zoom sessions in the past. SUPER APPRECIATED!
Recommendations to others considering the product:
Excellent customer support
Support Software with support that actually exceeds expectations!
What do you like best about the product?
Every time I reach out to your team, I leave the conversation with my question answered, and several links to articles to help me out.
What do you dislike about the product?
I wish it was easier to find what I am looking for in the community/help articles. Also, having been a former SFDC user, the reporting function has a learning curve, and more limitations by comparison.
What problems is the product solving and how is that benefiting you?
Scaling a support org from scratch! Following up and tracking metrics is a breeze. We are definitely more productive and fine-tuning our process to achieve higher CSAT!
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