Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Great Service
What do you like best about the product?
The agent I worked with was quick and efficeint. They resolved my issue within 10 minutes. Zendesk has made giving our customers great service so much more attainable. Everything is organized and ready to go!
What do you dislike about the product?
Platform has so many features and options that sometimes things can feel a bit overwhelming. Would be nice if an agent could help get everything set up in the begninning.
What problems is the product solving and how is that benefiting you?
It enables us to organize and efficiently address all customer service requests that come from online and phone calls. Not sure what we would do without Zendesk.
Quick and relevant support
What do you like best about the product?
It is very complex and has a lot of possible functionalities that we can use to offer the best support to our customers.
What do you dislike about the product?
Ah, because of the complexity of the tool, it is quite hard to find answers when we have questions or need guidance about a certain feature. It takes a lot of time to browse through all the articles and sometimes we don't even find what we are looking for :(.
What problems is the product solving and how is that benefiting you?
We can support our customers much quicker through the messaging feature. The Chat bot is great (it could use some improvements, but it is still a great functionality). Now we are working on implementing Talk, which will be a big plus both for our team and our customers.
Most Comprehensive Support System
What do you like best about the product?
The interface of the supporting ticket, and the promptness of support representatives in addressing and solving my roadblocks. The engagement and resources of the community are very helpful. There is also coaching for more leadership strategies.
What do you dislike about the product?
The Explore section has a steep learning curve. Some data cannot be analyzed further. As a paid customer, I would love to have 1-on-1 training for this reporting/analytics section.
Planning to build out a knowledge board but did not see many guiding articles on it.
Planning to build out a knowledge board but did not see many guiding articles on it.
What problems is the product solving and how is that benefiting you?
Keeping all the requests in one place and building out a system that tracks data and provides insights later on. The trigger, automation and integration work so smoothly.
Recommendations to others considering the product:
If you have a game plan and want to do things right from the beginning, consider using Zendesk Suite.
Intuitive, easy to use CRM!
What do you like best about the product?
Easy to use services. Since I do most of my work on the phones, I REALLY appreciate the ease of the phone feature. I've used things that make you study a manual to understand how to dial numbers. UGH. This is simple and does all the hard work for you.
What do you dislike about the product?
I just wish I could customize my personal Dashboard a little bit more. A small issue in the scheme of things. If I could organize the tickets that I've been assigned, it would be super beneficial. I just started using ZD however, there may be a way to do this that I haven't found yet!
What problems is the product solving and how is that benefiting you?
I'm helping client's with extended issues on their accounts, or submitting requests for patient care. It really simplifies workflow, as someone can easily find the patient account and go from there.
Recommendations to others considering the product:
If you're moving from other CRM software, you'll find this is easier to understand and implement.
Zendesk Support Review
What do you like best about the product?
I find it so helpful to have everything in one place and nothing falls through the cracks! The reporting that this provides is amazing! This is by far my favorite software out there!
What do you dislike about the product?
I did not like the setup part and I had to do a lot of research to obtain the knowledge on how to set it up. However, all of the support articles are there to help!
What problems is the product solving and how is that benefiting you?
The ticket custom fields and tagging are amazing for reporting and tracking trends. I am definitely more productive and it saves time now when pulling reports.
It's nice to have everything on one platform and makes for consistent reporting.
It's nice to have everything on one platform and makes for consistent reporting.
Recommendations to others considering the product:
It is a great system and the support team is excellent for any additional help that is needed.
Zendesk is simply synonym of support for me
What do you like best about the product?
Hub that centralizes everything. I like being able to have all my support gathered in the same place. The organization capabilities are also very helpful, thanks to the views for instance.
What do you dislike about the product?
The integrations with other applications (like Formstack) are sometimes not super user-friendly/easy to set up. WhatsApp probably being the hardest. I've been trying for a few months with no success, and getting effective support from Zendesk is not the easiest, I've been redirected to help articles when I would actually need hands-on support.
What problems is the product solving and how is that benefiting you?
I'm ensured that I'm getting all the support questions in one place, and thanks to the personalization of the views, etc, we are able to answer all of them in a timely manner. Having the texts, calls and chat in it is really helpful too.
Quick and effective solution
What do you like best about the product?
Quick and effective solution. super attentive agent.
What do you dislike about the product?
I couldn't get the service in Portuguese
What problems is the product solving and how is that benefiting you?
I resolved a question regarding a ticket event called "automatic message". The message needed to be removed from the instance urgently.
Very Happy with Zendesk
What do you like best about the product?
As a small business, we love the ability to bring in multiple email addresses and phone lines into one channel. This has streamlined our ability to reply to customers quickly without duplicating work or doubling callbacks.
What do you dislike about the product?
We tried to port in individual phone lines into Zendesk in addition to our Customer Service lines, but this did not work as well for us. It may be that Zendesk is not set up to support individual phone lines but that would be a nice feature to add in the future where agents can manage their own outgoing messages with the added ability for others to step in if they are out of the office.
What problems is the product solving and how is that benefiting you?
We have cut out so much time in listening to voicemails, the transcription feature has been amazing. We are also able to see immediately if a customer has reached out multiple times. The ability to see previous interactions has also helped us in catering our replies to each individual customer.
Recommendations to others considering the product:
Be sure to fully explain your company needs to your account representative. Zendesk may have additional tools/features that can help your business that you may not have thought of.
Zendesk, Supports your Issues
What do you like best about the product?
I like that ZD can integrate with almost all products!
What do you dislike about the product?
Maybe make improvements in the interface, it's pretty old.
What problems is the product solving and how is that benefiting you?
We are resolving internal and external customers issues.
Great support and product
What do you like best about the product?
The amount of customization you can do within the product is amazing.
What do you dislike about the product?
Sometimes things can get very complex with a big account as we do.
What problems is the product solving and how is that benefiting you?
Refund process, cancellation process and utilizing the self-serve answer robot.
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