Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Amazing support
What do you like best about the product?
It just works. I had a issue with the app and the team worked to take care of it. They were so good with communication! Seriously the communication is out of this world! Great job!
What do you dislike about the product?
Nothing. Zendesk works great. The customer support is top notch. I have no dislikes.
What problems is the product solving and how is that benefiting you?
Employees can submit tickets for problems they are having at work. We can also create guides to remember the intricacies of our network system.
Helpful, super user-friendly!
What do you like best about the product?
Fast response. When I requested a chat, someone immediately came to assist. Barely any wait time.
What do you dislike about the product?
I am disappointed that the entire Chat function doesn't have a daily log to show the statuses of each employee working Chat-- as to what time they log in-- and what time they change their status from "Invisible" to "Busy" or to "Available." And log in/ log out time each day, or a timestamp of the time of day they make themselves "unavailable" at the end of their shift. This has nothing to do with James in Customer Service that I chatted with but is a functionality issue.
What problems is the product solving and how is that benefiting you?
Thanks you for letting me know that missed chats only occur when someone is still actively logged in as "available" or "busy," but not "unavailable"
Best explanation I've got
What do you like best about the product?
The consistency of reply and follow-ups.
What do you dislike about the product?
better recommendation what's best to use
What problems is the product solving and how is that benefiting you?
the extracting of data it's complicated sometimes
Quick and friendly support
What do you like best about the product?
The quick response to my inquiry is something that I really appreciated.
What do you dislike about the product?
For this particular issue and assistance, there wasn't anything that I disliked.
What problems is the product solving and how is that benefiting you?
This is the first time I have reached out and it was due to an error message that my team was getting regarding being a bad domain. The benefit of live chat is the quick assistance and resolving of the issue.
As a long time user, I've grown with Zendesk and highly recommend it.
What do you like best about the product?
The ease to start mixed with the ability to build complex workflows with customer and agent experience in mind. I've seen Zendesk grow, and it's enabled many aspects of my career. I'm a big supporter of Zendesk, and can show how it has beneficially impacted the company's I've worked with.
What do you dislike about the product?
There are some features I would like to see added - like the ability to push Sandbox changes (at least in Premium) to production. I'd also like more criteria that can be used to create triggers. There are workflows that are not possible currently because of these limitations that I think a lot of users would find useful. Additionally, it would help to allow for warm transfers to groups for talk tickets.
What problems is the product solving and how is that benefiting you?
Reporting, timeliness, customer experience, everything really. It's an incredibly robust product that enables productivity, organizational visibility, and powerful automations.
Recommendations to others considering the product:
Get started! Use a trial and dive in.
A well balanced, full bodied help desk solution as well as fantastic knowledgebase platform.
What do you like best about the product?
Zendesk provides an easy user experience
What do you dislike about the product?
Admin tasks are a bit of a learning curve
What problems is the product solving and how is that benefiting you?
Previously there was no true helpdesk suite available to the company, and users were walking up to IT personnel which is not how to do business. With Zendesk in place, we have been able to offer department-specific options for support tickets and detailed how-to articles in the knowledge base. The walk-ups are no more, and education has been improved.
Review of Support Suite
What do you like best about the product?
One single workspace that provides me the ability to provide an excellent customer experience. I like that I can have Chat, Phone, SMS, and Social all in one area. I know this makes us more efficient. I also like that they do continuious improvements.
What do you dislike about the product?
Pricing can get a little steep, especially for smaller companies and start-ups. Overall, it's a great product.
What problems is the product solving and how is that benefiting you?
Mostly just problem tickets. They can range from issues with products, deliveries, order #'s. The integrations are especially helpful. The agents don't even have to leave Zendesk to respond to Order numbers through Shopify or Channel Reply.
Great support with full resolution of my problem
What do you like best about the product?
easy to reach, quick response to my messages, great troubleshooting, issue fully resolved
What do you dislike about the product?
Due to the time difference (US and Germany), it sometimes wasn't possible to directly chat to someone
What problems is the product solving and how is that benefiting you?
Zendesk Talk feature, better Dashboard in Explore and setting up business hours
SIMPLE AND EFFICIENT
What do you like best about the product?
I like the integration of the services from chat to email to phone.
What do you dislike about the product?
Their support sometimes drags things out a bit longer than it needs to take.
What problems is the product solving and how is that benefiting you?
We are solving customer interactions on phone, email, text.
Great tool for my ADHD brain
What do you like best about the product?
I have always had problems with keeping things organized, would regularly forget important parts to projects/leads until it was nearly too late (or already too late sometimes.) ZenDesk has helped me stay on top of multiple sales leads without missing a beat.
What do you dislike about the product?
My biggest complaint is that for a new user, the workflow isn't necessarily intuitive and the "how-to" videos are a bit thin on actual "how-to" content.
What problems is the product solving and how is that benefiting you?
Using Zendesk to help manage leads and deals for my sales position
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