Zendesk Suite
ZendeskExternal reviews
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Zendesk Support Review
What do you like best about the product?
The ability to track tickets is easy and seamless for both us on the backend, and agents submitting tickets.
What do you dislike about the product?
I don't find the backend that intuitive. It should be a more streamlined process.
What problems is the product solving and how is that benefiting you?
We recently had trouble forwarding Zendesk emails to our company's email address and had questions about limiting the number of emails received per ticket. Both were resolved very quickly.
Recommendations to others considering the product:
I recommend watching the tutorial videos as they were extremely helpful in the setup for both myself as an admin, and our agents.
Fast and helpful support
What do you like best about the product?
The agent was quick at resolving my issue and provided some extra insights
What do you dislike about the product?
It took a bit long for an agent to be available via the chat.
What problems is the product solving and how is that benefiting you?
Issues related to automation and triggers. Zendesk support helped me optimize efficiency.
Best tool to setup Internal Support Process effectively.
What do you like best about the product?
I like the Zendesk Explorer part most as you can make a Dashboard per your requirement for a different team in your organization to share the user-associated data through their queries. Moreover, I like the way I can schedule the report to send it to our stakeholders.
What do you dislike about the product?
The Explorer doesn't get real-time data. You can get it an hour back data. It would be great if it's real-time.
What problems is the product solving and how is that benefiting you?
As an admin of Zendesk, I daily measure the productivity of Agents, drives the trend of the issue, and find the scope of improvements in the current established processes.
Recommendations to others considering the product:
It's a really useful tool. I have used Help Scout, FreshDesk. Zendesk is at the top list of the tools I find most useful.
Great service
What do you like best about the product?
I like that getting support is simple and easy. Either through the bot or a live rep.
What do you dislike about the product?
I haven't run into issues that I disliked. Everything works just fine.
What problems is the product solving and how is that benefiting you?
Helping our customers use our app to save money and reach their financial goals. Allowing customers to have live chat, phone support, and email is great!
Excellent communication on next steps and personable connection
What do you like best about the product?
Just how efficient the connection and how the team was able to find a solution very quickly for me.
What do you dislike about the product?
Nothing. I Love Zendesk and the support it brings to our team and organization
What problems is the product solving and how is that benefiting you?
I am the main IT Help Desk Assistant and handle all Zendesk open tickets. The system is very useful for support within our and I love using macro for quick responses to consistent tickets.
Recommendations to others considering the product:
A useful tool to help organize all technical issues and address them at a timely rate.
Super easy setup, excellent customer support
What do you like best about the product?
Clearly, this company eats its own dog food. It was very easy to set up a website, integrate a paid theme, and integrate their chatbot and talk product. even the 3rd part developer I bought a custom web theme from was very prompt to respond to any questions I had and provided exemplary support.
What do you dislike about the product?
Some of the Zendesk help articles are outdated. Links send you to the incorrect web pages, which makes following the rest of the instructions in the articles impossible. I was able to chat with an agent through their support system within 10 minutes of encountering the issue, so in the end the poorly maintained articles were not a blocker for me.
What problems is the product solving and how is that benefiting you?
We use nearly all of Zendesk's features to create our customer support experience - The chatbot/widget, Zendesk Talk, the guides (website), and even their marketplace themes. It helped us create a very professional-looking support center with only 1 full-time employee and 2 weeks' worth of work (including writing up all of the help articles themselves).
Making the Support Team life easier
What do you like best about the product?
What I like about them is their support team, they are helpful and always patient with all our questions. They are always friendly and polite.
What do you dislike about the product?
Just like any other systems, they have a lot of workarounds that can be done which coulf be confusing at times.
What problems is the product solving and how is that benefiting you?
The communication we have with our customers are seamless. We have SLAs, automations, triggers and so on.
Everything your small business needs
What do you like best about the product?
I like that it covers all our bases and the support team is top-notch. I never wait long for a response/solution. The one-stop shop is a great perk.
What do you dislike about the product?
It can be super in-depth, and you' 'll need to spend some time reading their support docs to figure stuff out. Not really a bad thing!
What problems is the product solving and how is that benefiting you?
Handling all of our support needs + knowledge base that customers can sort through, which cuts down on emails to support.
Recommendations to others considering the product:
If you need a robust all-in-one CRM, this is the way to go. If you're part of a startup, it's worth inquiring about their startup program.
Very powerful, yet simple to get started
What do you like best about the product?
There are plenty of configuration options and each option is well documented (inline). Getting setup was simple and hasn't really required any support from Zendesk.
What do you dislike about the product?
Nothing so far. We have a long ways to go to get completely setup, though.
What problems is the product solving and how is that benefiting you?
Support inbox management, chat tool replacement and documentation/video library for self service/support.
zendesk
What do you like best about the product?
Easy - all necessary features are available
What do you dislike about the product?
Not easy to configure - Require expertise to set it up. I t will be great if Zendesk can offer affordable setting up services for very small business.
What problems is the product solving and how is that benefiting you?
customer contact, tickets, It is a new business. I still have a lot to learn
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