Zendesk Suite
ZendeskExternal reviews
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Well Rounded
What do you like best about the product?
Omnichannel support, well structured and easy Chat Bot builder, well structured and intuitive ticketing system.
What do you dislike about the product?
Support is slow, and response from the support team takes time, between every response many hours or days pass.
What problems is the product solving and how is that benefiting you?
One place to communicate with customers, solve and follow up on their issues, and minimize handling times by filtering unnecessary communications from customers that are answered by a bot.
Professional Support for Business
What do you like best about the product?
Most helpful is the acknowledgement and advice on time to respond. This helps manage expectations.
What do you dislike about the product?
There is nothing I dislike about Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
Immediate review of our issue and helpful articles and hints to ensure the same problem does not reoccur.
Zendesk Support Suite full customer service solution
What do you like best about the product?
It's the feature that supports the empowerment to an agent.
What do you dislike about the product?
Support Suite has packaged full customer service solution that’s customizable depending on the needs of business. Can't think of anything dislikable at the moment.
What problems is the product solving and how is that benefiting you?
Problem with automatic and proper case/ticket distribution and uncustomizable wiki
Zendesk does everything
What do you like best about the product?
Very customizable, fits our needs, full suite of products
What do you dislike about the product?
I wish the interface wasn't so old school looking. Would like a more modern looking/feeling interface
What problems is the product solving and how is that benefiting you?
Knowledgebase, solving cases, routing between teams
Zendesk Helps Increase CSat & Agent Productivity!
What do you like best about the product?
We enjoy having multichannel support options and the ease of reviewing part customer ticket history. Zendesk is easy to set up as an Admin and also easy for Agents to use. We have it integrated with Shopify which allows the agents to be able to review an order and do refunds without the need for a Shopify license.
What do you dislike about the product?
The reporting is good, but it takes a while to understand how to set up reports and dashboard reporting to meet our company's needs. We wish they had more examples to show during the training; however, now that training is offered for free, we can review different courses as needed.
What problems is the product solving and how is that benefiting you?
Reasonable cost, Suite pricing is a good discount, multichannel support offering, ease of use for Agents/Leads/Managers. We have seen CSat scores remain in the mid 90% and have been able to reduce expense by creating several Triggers and Automations to handle easy to answer questions.
High quality, flexible and data-driven solution
What do you like best about the product?
The reporting is very robust.
The automation and trigger capability is a powerful way to reduce repetitive work and create a better customer and employee experience.
The ability to integrate with Salesforce is great.
The automation and trigger capability is a powerful way to reduce repetitive work and create a better customer and employee experience.
The ability to integrate with Salesforce is great.
What do you dislike about the product?
I don't have any complaints at this time
What problems is the product solving and how is that benefiting you?
We use it for all customer support. The ability to create forms so that customers have to provide the minimum necessary info prevents unnecessary back and forth.
The tool perfect but it's success really depends on the customer support's quaility.
What do you like best about the product?
Zendesk is a perfect tool, and it's easy to use and configure. You do many changes and configurations without having support. Their document store is excellent. Most of the possible questions are already answered there.
What do you dislike about the product?
The finance team was not willing to support us. We just wanted to change the subscription model, but it took 18 days because of taking no action, we had to create a new account and configure it. On the other side, our account executive didn't care about it and has provided no support or guidance. The Zendesk experience is strongly connected to having good support. If you are working with good support team and account executive, it affects the tool's success.
They are not willing to provide a discount.
Their startup program is totally useless.
They are not willing to provide a discount.
Their startup program is totally useless.
What problems is the product solving and how is that benefiting you?
The tool was built really nice. You can reach your customer via different channels. There are few alternatives to it. Only Freshdesk can do it, but its support was also poor. Having call functionality besides WhatsApp and social media channels are perfect.
An easy-to-use ticketing system for everyone
What do you like best about the product?
The simplicity and ease of use of the product. Setting up Zendesk was very simple, and managing it is a breeze. I rarely have to contact support, and it is usually.
What do you dislike about the product?
It is hard to think of a downside.. Once you start using it, you're not likely to switch away, so I could see that being a problem for some organizations. It may be difficult to switch to an alternative product after experiencing the greatness of Zendesk.
What problems is the product solving and how is that benefiting you?
Organization, big time. I can't imagine my life without a ticketing system, my email and Teams are a mess even now. I do not work on anything without it going through the ticketing system - it would be impossible to do my job at the current level of efficiency without it.
Easily accessible CRM Support platform that offers a consistent experience
What do you like best about the product?
ZenDesk Support Suite offers a place to find commonly asked questions alongside a platform to initiate requests that are viewed as outside of the box. Answers from agents often link to existing articles which demonstrate site content is frequently updated.
What do you dislike about the product?
The methods for responding to a customer service agent who was helping me with my particular problem were a bit clunky. The conversation occurred between both a chat window and an email thread which did not interact in any cohesive fashion.
What problems is the product solving and how is that benefiting you?
In this particular instance, my email was not syncing into the ZenDesk sell platform which was causing me quite a bit of a headache. The team was able to resolve my problem with a quick turn around.
New user
What do you like best about the product?
The Explore feature is flexible and offers a decent amount of options
What do you dislike about the product?
Support setup is not as intuitive as I would like
What problems is the product solving and how is that benefiting you?
I need product support metrics to do my job and as long as we tag issues properly, I am able to get it
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