Zendesk Suite
ZendeskExternal reviews
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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.
Very Easy to USE!
What do you like best about the product?
Ease of use and tons of easy steps to follow in the HELP area of the product.
What do you dislike about the product?
nothing at this time. The product is very to use
What problems is the product solving and how is that benefiting you?
Help Desk Tickets are easier to manage since we placed ZENDESK Macros in place to assist with ticket documentation.
Recommendations to others considering the product:
Very easy to use and easy to configure with other products like SLACK.
Excelent support
What do you like best about the product?
What I like best about Zendesk Support Suite are the instant replies, the availability of company experts to help solve any issue.
What do you dislike about the product?
There isn't anything I dislike about the platform.
What problems is the product solving and how is that benefiting you?
I was trying to solve a multi-catalog problem.
Recommendations to others considering the product:
Easy of use on an everyday basis, and easy to get into even if you're not familiar with CRM's.
Does most things pretty well, for all business sizes, other than large corporate ones probably
What do you like best about the product?
Zendesk strikes a good balance between keeping their interface uncluttered and easy to use and having powerful features at the same time.
What do you dislike about the product?
The agent user interface is pretty much set. It would be nice having more flexibility in deciding where components of it go on the screen. Fields can be shown conditionally, but that feature is underdeveloped. Also, I'd like it if there were an option to offer to agents to pass through a kind of decision tree to help find answers.
What problems is the product solving and how is that benefiting you?
Connectivity with other apps on a, let's say, developer level, is pretty good. Zendesk's API is extensive and well-documented. If you've got the kind of business where you're patching lots of apps together to do cool stuff, Zendesk is there for you.
Love it!
What do you like best about the product?
The platform is very easy to use and the analytics are really great. I am able to easily deep dive into customer insights and keep track of agent productivity.
What do you dislike about the product?
There isn't much I don't like. If I had to pick one thing it would be reporting on ticket tags. I wish it was more detailed and that I could pull data on a specific tag for a specific time frame.
What problems is the product solving and how is that benefiting you?
We're able to answer customer inquiries for multiple brands in one place. This makes life easier for my agents and helps me pull actionable customer insights by brand and across all brands.
Recommendations to others considering the product:
I highly recommend Zendesk, especially for customer support. I've been very pleased by the product.
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