Zendesk Suite
ZendeskExternal reviews
6,506 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great experience! Very responsive support!
What do you like best about the product?
The live chat agent got back to me right away. The agent was very knowledgeable and responded very quickly. Some issues needed additional technical support and the agent facilitated the process.
What do you dislike about the product?
The interface to find the live chat option was not very intuitive. I had to go through a bot before it assigned my ticket to an agent. The answer bot could only answer very general questions.
What problems is the product solving and how is that benefiting you?
I had an issue with Mobile App Chat SDK integration with my company's app.
Zendesk gets the job done
What do you like best about the product?
Zendesk allows us to handle client requests as a team efficiently and effectively.
What do you dislike about the product?
Some of the UX could be improved. For example, the app is not very good at all, I wish it were more user friendly.
What problems is the product solving and how is that benefiting you?
We are able to make sure every external request gets handled by the appropriate team in a timely manner, for a reasonable cost.
Zendesk is the Best
What do you like best about the product?
What I like the best about Zendesk is the relatively simple use of managing several tickets in one place. I am able to see who is working on the same case in real-time and has the flexibility to implement rules that can adapt to a growing company.
What do you dislike about the product?
Im not a fan of the current WhatsApp implementation process because the article I found was outdated or perhaps was not meant for the current Zendesk plan I'm using. It's not relatively obvious from the Admin portal where to call should I would like support over the phone and I wouldn't mind having a reminder of who my Account manager is (posted somewhere in my account desktop or settings. I used the chat feature available from which a kind person tried to help me but was relying on the articles from which I affirmed I needed an account manager.
What problems is the product solving and how is that benefiting you?
The problem Im solving with Zendesk is that I have several offices from which are located in different countries. With Zendesk I'm able to have a one-world shared view of the path a ticket traveled throughout the company. Should a recipient send several different emails I'm able to have a relatively simple view on a left-sided bar to give me an indication that, "hey, there are other similar emails, let's merge them"
Recommendations to others considering the product:
I would definitely recommend Zendesk and would advise first seeing what Zendesk can integrate with prior to purchase. Zendesk will take dedication to implement but once it's up and running it pretty smooth sailing.
Super!
What do you like best about the product?
The support. Respond time is very good!! I had a ticket where i had an issue with several problems. And the support team solved it very well with quick response time. I would definiltly recommend the support and product to friends, family and knowns.The Zendesk support system is very good working in it. The setup is easy, the navigating is easy, and the whole platform is perfect to both users and administartors and customers. we had a customer that said creating a ticket was so easy! They just sended us a email, and the issue was solved withn 10 minutes because of the easy navigation in Zendesk and the easy handling in ticket management, So Zendesk just works.
What do you dislike about the product?
Nothing, there is really nothing i dislike about this.
What problems is the product solving and how is that benefiting you?
That the supporter was very helpful. The issues was some custom fields and checkboxes in tickets. Several supporters were very helpful and helped me fixing the problem very easily. I once 1 month ago had an issue where the slider for checkboxes was not shown. They are still investigating this issue, but so far they are good to respond back to me and keep me updated of how the ticket is going. I belive the name for the supporter was Charles, so this supporter is very effective and good in respond time.
Recommendations to others considering the product:
Zendesk is the best choice
We transition from Zoho Desk to ZenDesk due to the lag in their product. We love it!
What do you like best about the product?
Your vast integration software allows all endpoints into ZenDesk. This creates a single application within my organization for support users.
What do you dislike about the product?
The twilio integration for phone, based on my investigation you have to use Twilio Flex, this is a part that Zoho Desk performs well. They have a basic IVR system built into their software (nothing major), then they allow direct Twilio webhook into the application thus reducing the customers calling cost drastically.
What problems is the product solving and how is that benefiting you?
SMS and Email integration is working seamlessly but it's the speed of the application which we prefer over everything.
Delightful support tool to launch and scale out of the box
What do you like best about the product?
Zendesk is easy to launch and expand. It has robust built-in tools and functionality that allow smaller and mid-size companies to offer an impressive support experience. These built-in tools include but are not limited to API integrations for in-app submissions, automation and triggers to remove repetitive work, an in-house help center to offer your customers, and in-house dashboards and reports that you can customize.
What do you dislike about the product?
They foster a community of feedback but some feedback is years old and has still gone unchanged. For example, the ability to pause SLAs for on-hold tickets has been a multi-year request, yet no changes. Their built-in CSAT functionality is archaic and provides binary, yes or no answers only. Zendesk should listen to their customers and improve both of these features, yet they haven't for years.
What problems is the product solving and how is that benefiting you?
We can provide omnichannel support to all our members and know that the sky is the limit. Although we may not offer chat or utilize the chatbot feature, knowing that we can down the road via the suite offering is nice.
Easy to use, thorough metrics, feels like home.
What do you like best about the product?
Zendesk is unbelievably easy to use. Has a bunch of fantastic add-ons and is so intuitive to use.
What do you dislike about the product?
Sometimes I wish there were more resolution types!
What problems is the product solving and how is that benefiting you?
Equally balancing load on my team is difficult. Zendesk does incredibly at giving us visibility on how everyone is doing and how to best distribute the load.
Most complete support software
What do you like best about the product?
We have plenty of features we can use to optimize customer service, including preformatted answers, answer bots, triggers and automations based on customized criteria.
What do you dislike about the product?
A bit difficult to understand well how everything works. Due to the number of features, Zendesk is highly complex.
What problems is the product solving and how is that benefiting you?
We are answering to leads, user doubts and problems with our product. Less often, we also receive requests for affiliates, partners and guest posting. Major benefits include the possibility of answering fast and creating reports about our communication.
Recommendations to others considering the product:
Define workflows for each ticket (who will answer, how urgent are they, etc.) and explore triggers and automations. That will improve the performance of your customer service.
Good job
What do you like best about the product?
The support. Respond time is very good!! I had a ticket where i had an issue with several problems. And the support team solved it very well with quick response time. I would definiltly recommend the support and product to friends, family and knowns.The Zendesk support system is very good working in it. The setup is easy, the navigating is easy, and the whole platform is perfect to both users and administartors and customers. we had a customer that said creating a ticket was so easy! They just sended us a email, and the issue was solved withn 10 minutes because of the easy navigation in Zendesk and the easy handling in ticket management, So Zendesk just works.
What do you dislike about the product?
Nothing, there is really nothing i dislike about this.
What problems is the product solving and how is that benefiting you?
That the supporter was very helpful. The issues was some custom fields and checkboxes in tickets. Several supporters were very helpful and helped me fixing the problem very easily. I once 1 month ago had an issue where the slider for checkboxes was not shown. They are still investigating this issue, but so far they are good to respond back to me and keep me updated of how the ticket is going. I belive the name for the supporter was Charles, so this supporter is very effective and good in respond time.
Recommendations to others considering the product:
Yes, I will recommend Zendesk. Look for Zendesk
ZenDesk is a great CRM
What do you like best about the product?
I like the cloud base functionality, along with the ease of use across different OS and devices. And the speed of Support.
What do you dislike about the product?
The issues with the SLAs displaying has been a problem, but a work around is nice to have.
What problems is the product solving and how is that benefiting you?
We have all of our communication come into ZenDesk, and it is nice to see and quantify what comes in on a daily basis.
Recommendations to others considering the product:
Definitely read support articles and test everything before rolling anything out
showing 1,491 - 1,500