Zendesk Suite
ZendeskExternal reviews
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Hard to compare!
What do you like best about the product?
Expectation setting is always appreciated. Somehow, the automated bot that Zendesk always gives updated waiting times (as if this was a theme park) so I know when to come back.
What do you dislike about the product?
I wish that the Zendesk messaging feature had sounds to let me know when the agent responds to me.
What problems is the product solving and how is that benefiting you?
The questions I come in with are always far between each other, it's not all relative to each other. The coverage that the team provides is extremely strong and they're able to provide extra reading material, when applicable.
Recommendations to others considering the product:
Zendesk offers round the clock support for all questions surrounding their suite of applications and there is never a dip in quality of that service!
Everything in one place.
What do you like best about the product?
I love that I can see most of what I need from one workspace. We can service our customers with ease.
What do you dislike about the product?
I would love to see a more robust CRM platform within Zendesk support.
What problems is the product solving and how is that benefiting you?
We manage multiple websites and Zendesk makes it easy to identify the correct site's support tickets.
Best support suite I found, but nothing is perfect in this world.
What do you like best about the product?
There is right mixture of simple and complex. We are beginning small, but I see Zendesk can scale a lot. When I was choosing ticketing/support system for us I reviewed my support experience with other companies - all that was not using something homebrew was on Zendesk.
What do you dislike about the product?
Information about licenses could be more clear - the first license is for admin only, so If you want 2 users - 1 admin not doing tickets and 1 agent, you need 2 licenses. Not a big deal. Also kind of mixed feeling - my ticket to Zendesk went unanswered, but when I asked the guy from sales he promptly solved it for me.
What problems is the product solving and how is that benefiting you?
We are AV integrator, we need system to track RMAs and SLAs of serviced projects. Zendesk seem to fulfill this, but we are just going to run it in production, so there is no benefit yet (but I can see it in opposite of group email and google app spreadsheet).
Recommendations to others considering the product:
Remember when you get good support from others. What were they using?
Easy, quick, and with the right info
What do you like best about the product?
the speed of the reply.and also that they were no stupid questions. Only relevant questions. I used it for purchasing a new number in Zendesk Sell for one of our employees
What do you dislike about the product?
I don't really disliked anything today. Usually, the supporters are engaging slower then today, but today it was on time and it worked pretty good. There were some issues with the bot to be honest, but it's fine. :)
What problems is the product solving and how is that benefiting you?
Usually just changing numbers for some of my colleagues. But mostly, if there are issues with Zendesk for our company, I would be the one contacting you guys :)
Great Customer Service Team
What do you like best about the product?
The integrated outgoing call log - Allows users to listen back on calls to gather insight into the conversation had etc
What do you dislike about the product?
certain features like diary/calendar management need to be worked on. There needs to be a clear link between tasks set and availability in the diary.
What problems is the product solving and how is that benefiting you?
I had an issue with outgoing calls - This was resolved very quickly due to the dial-out code being incorrect from sign up
Excellent, comprehensive, and quick service.
What do you like best about the product?
The detail in which support asisstants describe what course of action to take and what additional information is necessary.
What do you dislike about the product?
I am satisfied with this product, I could not imagine anything that I need more from it.
What problems is the product solving and how is that benefiting you?
Faulty macro application and speed issues with software.
Zendesk provides one of the best support suites for businesses
What do you like best about the product?
The support was provided by the zendesk team.
The application and the overall UI provided.
It is one of the best support suites and the best in this industry.
There are very less bugs that can be ignored.
The application and the overall UI provided.
It is one of the best support suites and the best in this industry.
There are very less bugs that can be ignored.
What do you dislike about the product?
Sometimes it takes to update the ticket on zendesk web platform.
Still, there are some bugs, like it needs a stable internet connection to work.
There are some UX bugs while typing the reply.
Still, there are some bugs, like it needs a stable internet connection to work.
There are some UX bugs while typing the reply.
What problems is the product solving and how is that benefiting you?
We are using it to respond to the queries, there are many benefits like auto updation on the tickets. For tickets assignments, we can have our own views. Also, the feedback system is awesome.
Best one stop solution for customersupport across multiple channels
What do you like best about the product?
Zendesks integration where i can integrate multiple channels in one tool.
What do you dislike about the product?
What I dislike is the fact that we cannot delete Irrelevant feedback.
What problems is the product solving and how is that benefiting you?
We are able to respond to our customer queries and also take feedback from them on where we can improve.
Zendesk makes support breezy!
What do you like best about the product?
Zendesk allows any team to "plug and play" with improved functionality for customers and agents.
What do you dislike about the product?
I have struggled to fully customize Explore reports. The learning curve has been bigger than I expected.
What problems is the product solving and how is that benefiting you?
We've been able to more efficiently prioritize chat customers and certain topical email requests, all while reducing agent effort and ticket time.
Recommendations to others considering the product:
Zendesk provides a robust suite of features and the ability to deeply customize insight reportings.
Zendesk support team
What do you like best about the product?
Staff professionalism & thoroughness are always helpful
What do you dislike about the product?
Still learning in the new platform with the changes that were implemented
What problems is the product solving and how is that benefiting you?
The support of an individual rep is very helpful
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