Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Great Experience
What do you like best about the product?
Reporting, level of customization/control
What do you dislike about the product?
Not recognizing colored font in replies from customers or if they replied to an older message within the thread (commenting under questions from a previous email) Zendesk did not recognize this either
What problems is the product solving and how is that benefiting you?
Tracking Tech data, product specific questions, building an FAQ database, etc.
Recommendations to others considering the product:
It is a great product and the level of customization was the best part of it. The fields and tags that you are able to assign to the cases is great when it comes to reporting, especially periodic reporting.
We experienced quick responses and work arounds once the issue was identified as a Zendesk issue.
What do you like best about the product?
Support requests are easily formatted and delivered.
What do you dislike about the product?
Difficult to find submit request link to open a new issue. We had to use google to find https://support.zendesk.com/hc/en-us/requests/new
What problems is the product solving and how is that benefiting you?
Sidebar/topbar applications to bring user and org information into ticket views to prevent agents from having to click around between different tabs for pertinent information.
The market leader
What do you like best about the product?
The premier support CRM/system. Usability is simple, packed with features and the ability to automate a lot of your processes. The addition of a dedicated CSM to ensure the platform is set up to maximise your outcomes. Have used this platform at 4 different SaaS organisations now.
What do you dislike about the product?
Can be overwhelming for a small team. With the endless ability to customise, there is a danger of overcomplicating your set-up.
What problems is the product solving and how is that benefiting you?
Simple yet robust ticketing system
SLA management
Reporting (including reatime)
Cost management
SLA management
Reporting (including reatime)
Cost management
Everything and more!
What do you like best about the product?
I love how quickly I get a response!!!!!
What do you dislike about the product?
Sometimes it's hard to communicate over chat.
What problems is the product solving and how is that benefiting you?
I mostly reach out about settings issues. It's opened my mind to the different settings I can adjust that I wouldn't have known about otherwise.
Great system for managing customers and tasks
What do you like best about the product?
Being able to manage tickets and the use of private and public comments
What do you dislike about the product?
Look of the interface, think needs to be more user friendly
What problems is the product solving and how is that benefiting you?
Being able to assign different aspects of support to the relevant teams by adding members or assigning the tickets to the relevant team
Recommendations to others considering the product:
Must-have tool for all businesses
Zendesk Support
What do you like best about the product?
What I like is that the agent is attentive to details.
What do you dislike about the product?
I don't think I have disliked anything. Probably just the waiting time which is understandable.
What problems is the product solving and how is that benefiting you?
Removing tags. I realised that I don't have enough access to remove it.
Recommendations to others considering the product:
Great app to use. User friendly.
Issue found, solved and explain clear
What do you like best about the product?
Not a long to wait for contact. Faster reply and clear explanation of how to solve it
What do you dislike about the product?
The chat window isn't on the bottom right of the screen when waiting for reply, but need again to click on "support" from menu
What problems is the product solving and how is that benefiting you?
The customer support explained how to check and solved. I found that was a change of plan that don't give opportunity to have all full functions requested
Recommendations to others considering the product:
It's very user-friendly to manage and use.
The system is working right without any trouble or bug.
Customer support is always ready to check and solve any issue.
I tested more different platforms, but this is the best to use.
There is a river of options that allow you to set as you need.
The customer mask is straightforward to open and gives the customer real help with any question they have.
The live-chat support offers customers a direct way to confirm and reply to any question before order.
The system is working right without any trouble or bug.
Customer support is always ready to check and solve any issue.
I tested more different platforms, but this is the best to use.
There is a river of options that allow you to set as you need.
The customer mask is straightforward to open and gives the customer real help with any question they have.
The live-chat support offers customers a direct way to confirm and reply to any question before order.
Great Service, Great Support
What do you like best about the product?
The simplicity of the system, support chat, and articles available.
What do you dislike about the product?
ZenDesk Support Suite has been great, there is not much I can complain about in regards to ZenDesk! It's awesome.
What problems is the product solving and how is that benefiting you?
Client concerns in regards to our software we provide.
Zendesk makes our operations much easier.
What do you like best about the product?
Integrations, constant updates, and the dynamism of the platform.
What do you dislike about the product?
At times, we have difficulty understanding some options/actions of the system. But their Support is very helpful and we have exchanged a lot of information with our CS.
What problems is the product solving and how is that benefiting you?
Since we implemented it, we have reduced the cost of service by more than 70%, in addition to monitoring the satisfaction of the end user and also the agent.
Masking phone number - call with zendesk
What do you like best about the product?
I was pretty surprised. Support is very professional, and the team is friendly, and I was a little bit busy and solving my issue with the masking number I was putting aside. Your team Laura, Kaja, and Robert remanded me my ticket inappropriately period and were very helpful.
What do you dislike about the product?
- Unable to choose the phone number from Slovak republic (Twilio problem).
- To solve my ticket was a necessary call with zendesk support team - In the future, I would like to choose call Time in working time 8:00 am - 3:00 pm CET
- To solve my ticket was a necessary call with zendesk support team - In the future, I would like to choose call Time in working time 8:00 am - 3:00 pm CET
What problems is the product solving and how is that benefiting you?
The masking telephone number for recording calls from zendesk
Recommendations to others considering the product:
I recommended contacting zendesk support suite . In each case that you need feel free to contact.
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