Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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Very Quick response and recommendation
What do you like best about the product?
The suite is very easy to use. I like the number of options that are given to resolve an issue.
What do you dislike about the product?
I am still waiting for a response to my comment on the Community Article.
What problems is the product solving and how is that benefiting you?
Zendesk is solving my issue of creating a more unified and simplistic experience for my website.
Zendesk: The ultimate solution for frictionless customer support
What do you like best about the product?
Zendesk has a user-friendly interface that makes it easy to manage and respond to customer support requests. The platform also offers a wide range of integrations with other tools and services, which has helped streamline our support process.
One of the standout features of Zendesk is its robust knowledge base and self-service options. This has allowed us to reduce the number of incoming support requests and provide our customers with the information they need to solve their own issues. The analytics and reporting tools in Zendesk are also top-notch, providing valuable insights into customer behaviour and support trends.
Overall, I highly recommend Zendesk for any business looking to improve its customer support operations. The platform is feature-rich, easy to use, and provides excellent value for its price.
One of the standout features of Zendesk is its robust knowledge base and self-service options. This has allowed us to reduce the number of incoming support requests and provide our customers with the information they need to solve their own issues. The analytics and reporting tools in Zendesk are also top-notch, providing valuable insights into customer behaviour and support trends.
Overall, I highly recommend Zendesk for any business looking to improve its customer support operations. The platform is feature-rich, easy to use, and provides excellent value for its price.
What do you dislike about the product?
It's difficult to report on Zendesk data with an external BI tool. Zendesk Explore does a great job of helping you visualise your Zendesk data, but if you want to combine this with other business metrics then it's often necessary to create a table report and export it manually. It is possible to access your Zendesk data via an API, but it's raw and does not benefit from the data modelling that happens inside Explore.
What problems is the product solving and how is that benefiting you?
With Zendesk, we can centralise all of our support channels in one place, making it easy to keep track of customer conversations and ensure that no inquiries slip through the cracks. The platform also offers us a range of self-service options, including a comprehensive knowledge base and FAQs. This means our customers can find answers to common issues on their own, which has helped reduce the workload on our support team and improve the overall experience for our customers
Its a great platform - few things needed to make full rounded
What do you like best about the product?
The amount of data there is access to for reports - visibility of each staff member is key and overall design and customisation is really
What do you dislike about the product?
Addition of a few features like ability to report on custom statuses and visual of the call working through the team.
What problems is the product solving and how is that benefiting you?
Efficiency taking calls and dealing with the customers
Simple and Easy to Use
What do you like best about the product?
Usability and robust options for creating dashboards and trackers for data metrics.
What do you dislike about the product?
Limitations on reporting. The support team often advises that a particular aspect or reporting need is unavailable.
What problems is the product solving and how is that benefiting you?
Integrated with our workforce management system.
Decent platform, but the customer support and account management is awful
What do you like best about the product?
The platform is completely customizable to all businesses. They support many of the contact channels currently available for customer all in a single platform.
What do you dislike about the product?
The customer support and account management is awful on a good day. You can wait months for a response.
They have terms and conditions in place, but don't follow them internally. They expect customers to follow their terms, but won't do so themselves. It's criminal, but who has the time, I just take my clients elsewhere now.
I have been working with Zendesk for 10 years and still get this kind of support. Imagine you're a new customer of theirs. Based on the other reviews I see here, Zendesk is taking a step backwards. If you're an ecommerce business, use Gorgias - they are incredible. Intercom, Drift, Kustomers, all much better options if you want to be treated like a good customer.
They have terms and conditions in place, but don't follow them internally. They expect customers to follow their terms, but won't do so themselves. It's criminal, but who has the time, I just take my clients elsewhere now.
I have been working with Zendesk for 10 years and still get this kind of support. Imagine you're a new customer of theirs. Based on the other reviews I see here, Zendesk is taking a step backwards. If you're an ecommerce business, use Gorgias - they are incredible. Intercom, Drift, Kustomers, all much better options if you want to be treated like a good customer.
What problems is the product solving and how is that benefiting you?
Zendesk helps capture all interactions in a single place. It makes the support requests easy to manage. The reporting tool, Explore can report on almost anything.
Wonderful ticketing system with all the features we could ask for.
What do you like best about the product?
ZenDesk supports multiple organizations as well as live chat that our employees can use to get in contact with us and feel like their needs are being immediately met and not have to wait on an email response that makes them feel like they're screaming into the void with no answers.
What do you dislike about the product?
The system could use a little bit better incoming email filtering for our different departments and organizations. We have a US as well as a Canadian branch. Both of those have multiple departments within them that use the ticketing system and the sorting could be done quite a bit better based on that.
What problems is the product solving and how is that benefiting you?
ZenDesk makes supporting our employees needs super simple with all of the features such as chat that can be utilized to keep our customers happy. The quick snappy feel of the interface makes closing multiple tickets very easy and seamless.
Best support product we used
What do you like best about the product?
We use Zendesk for more than a year now, and we are very satisfied. We have a Zendesk Suite Professional plan, which has exactly what we need to integrate Zendesk with other services we use or create ourselves, and to be able to extend our business to almost full automation when it comes to technical parts.
What do you dislike about the product?
We like almost every aspect of Zendesk Suite. The only thing we discuss at times is the price, as we pay per agent and at times we do not even utilize all the seats. It would be good to have some admin seats that are not used for chat/support, and that are not paid for, it will be easier for us to automate even more.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves most of our problems when it comes to the communication with our customers and helps us automate receipt emails, trigger specific webhooks, and track sales properly.
Great functionalities
What do you like best about the product?
I appreciate the possibility of searching for macros and info centre content while working on the ticket and the opportunity to watch the history of the client both for tickets and for articles read
What do you dislike about the product?
I don't appreciate the repetition of the messages sent in every reply of the user, it makes it quite difficult to navigate the conversation
What problems is the product solving and how is that benefiting you?
zendesk is definitely solving our multi-brand necessity and improving our customer care assistance
Quite Ok ok experience
What do you like best about the product?
Zendesk support is quite agile , but response from dev team need to bit quick , need to wait a long to get those response , related to sdk issues , need more follow up for the same but yes it quite interseting to got those answer in a time frame .
Please do provide ETA for any issues
Please do provide ETA for any issues
What do you dislike about the product?
No timeline for the issue resolution , which need to change,
Dev team need to more agile and need faster resolution because this is customer facing sdk
Need more followup for the issues
Dev team need to more agile and need faster resolution because this is customer facing sdk
Need more followup for the issues
What problems is the product solving and how is that benefiting you?
Android 11 issue, where messages are jumping around in UI
Notification services are too need help which i get a support
JWt token issues for a user to logged in
Notification services are too need help which i get a support
JWt token issues for a user to logged in
the support was fast and very helpful.It was amazing.
What do you like best about the product?
it is very efficient and helpful and the assist is amazing
What do you dislike about the product?
there is nothing that i dislike about it
What problems is the product solving and how is that benefiting you?
it solves everything and it helps me do my job better as well as assist my customers better
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