Zendesk Suite
ZendeskExternal reviews
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ALL IN ONE
What do you like best about the product?
ALL IN ONE - very efficient and user-friendly.
What do you dislike about the product?
So far, none, but maybe it's web-based, but it still makes it more accessible
What problems is the product solving and how is that benefiting you?
Any downtime, it doesn't take an hour it usually back to normal in just 30 minutes
Improved Zendesk support tool, very useful
What do you like best about the product?
I really like the look and feel and the translate option.
What do you dislike about the product?
It would be great not to manually merge tickets from the same user; it could be done automatically.
What problems is the product solving and how is that benefiting you?
It's making our day-to-day tasks more agile.
Fully-featured platform with great support
What do you like best about the product?
Fantastic integration with call provider, knowledgebase and ticketing system. The "customer overview" panel gives great insights as to what the customer has already tried, previous tickets, phone call recordings and self-help articles they've viewed in the knowledgebase.
What do you dislike about the product?
Initially, it was tricky to find out how to contact support and I didn't really like the idea of using a 'chatbot' for this - but it ended up working OK and they solved my query.
What problems is the product solving and how is that benefiting you?
Zendesk gives us a single customer view and a single source of truth from a support and reporting point of view. This means less time taken to solve tickets, as we can see what they've already tried - and tie that in with previous issues they may have been experiencing.
My experience with zendesk has never been this amazing
What do you like best about the product?
I like how it operates and it's very user-friendly even newbies on our team can easily know how to properly use zendesk. It's also helping companies grow in many different ways.
What do you dislike about the product?
None so far, I don't see any issues with zendesk when I'm using it. I cannot pinpoint any issue or anything that can be worked on zendesk for now. We will leave another review incase we encounter any issues with it.
What problems is the product solving and how is that benefiting you?
It's solving all of our client's concern and it's benefiting our team because we can easily navigate zedesk and check all the possible resolution we can provide to our clients.
Highly Recommend
What do you like best about the product?
The platform is organized and provides excellent metric tracking. Easy to navigate and there are many articles to provide further assistance when necessary
What do you dislike about the product?
Some things have not been the most user friendly and take reaching out to support to figure out. However, help articles are very useful
What problems is the product solving and how is that benefiting you?
zendesk keeps tickets very organized and provides SLA's so that the team is on top of responding back to customers in a reasonable amount of time
Great help
What do you like best about the product?
The speediness of the service and how the agent was able to explain, show articles and verify if I had fixed the issue. I have never worked with any other company other than Zendesk
What do you dislike about the product?
That the articles weren't as helpful as they could have been, and it took to me having to just request a live agent to get my problem solved. Maybe revisiting the articles and adjusting different topics
What problems is the product solving and how is that benefiting you?
I didn't quite understand something I was doing, and by that it caused something else to happen. It benefits me because I'm able to get the help and the support i need to solve my problem
The top-tier CRM
What do you like best about the product?
It's most helpful to have integrated support channels. I can help customers across chat, email, and phone without having to go digging for info on previous tickets or calls. They also have a very in-depth support guide so you can help yourself. If you do find yourself needing to speak with someone, the response is always prompt and thorough!
What do you dislike about the product?
It would be better if we needed fewer apps to integrate small details and instead had more built-in functionality. If you want to set up chat triggers to send proactive messages on your site, you can't do that without disrupting the mobile site completely - the overlay popup makes the site unuseable on mobile until the chat is engaged with or dismissed, which is a huge miss.
What problems is the product solving and how is that benefiting you?
It allows us to easily reach out to our customers across a variety of channels and makes it so our assistance is as seamless as possible. Having the ability to be proactive is always better than reactive.
Zendesk
What do you like best about the product?
Being able to assist, communicate and provide a service to the customers. You will also see the priority tickets that need to be actioned first and help you to determine if the tickets are going to be breached.
What do you dislike about the product?
I don't currently see any downsides to using the Zendesk Support Suite. In fact, every feature operates perfectly. I also like that there is an option where you can see the guide and chat with the support if there is any problem.
What problems is the product solving and how is that benefiting you?
Zendesk assists us in automatically resolving tickets that don't require further action, saving us time since we monitor fewer tickets and have less pending requests in our buckets.
a very beautiful experience
What do you like best about the product?
its fluidity, its interface, the integration or cloning of the latter into the application
What do you dislike about the product?
the observed bugs, too many triggers, no ticket assignment
What problems is the product solving and how is that benefiting you?
traceability with respect to the agents, followed in real time
My experience troubleshooting a Zendesk Talk issue with Zendesk Support
What do you like best about the product?
It's most helpful to have access to the support function within the system being used by the agent. This accessibility makes it easy to share details of the issue in the system while you're on the line with the support person.
What do you dislike about the product?
While the conclusion of the issue with the support agent was helpful, I was asked to contact the account Admin for further support. I may need some more information here, but it would've been good to know more about what to ask Admin.
What problems is the product solving and how is that benefiting you?
Resolving communication issues with customers via various channels helps to attend to more customers quickly, which in turn means more business for the company.
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