Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Best user and customer engagement suite
What do you like best about the product?
Zendesk is easy to set up and tailor to your needs.
The ability to offer an across-the-board view that follows the customer journey to better offer insights and serve them made a significant difference!
The ability to offer an across-the-board view that follows the customer journey to better offer insights and serve them made a significant difference!
What do you dislike about the product?
Sometimes customizations can be a bit too complex or feel "clunky."
What problems is the product solving and how is that benefiting you?
We have multiple channels from where our user base can reach us for general and technical support.
Zendesk allows us to combine all these platforms in a single dashboard with powerful tools to offer a unique experience, whatever the means our customers reach us.
Zendesk allows us to combine all these platforms in a single dashboard with powerful tools to offer a unique experience, whatever the means our customers reach us.
Recommendations to others considering the product:
A great option if you have a multi-channel audience that needs centralized support.
Super Customizable and Suitable for all needs
What do you like best about the product?
The guides are the best - we can easily send these through to clients which makes our support service so much more scalable
What do you dislike about the product?
The cost associated with ZD is considerably more than other vendors
What problems is the product solving and how is that benefiting you?
Ticket prioritization has been excellent with zendesk - can create our own triggers around client status, times and service levels to automate the prioritzation process.
The gold standard for ticketing systems.
What do you like best about the product?
I've used Zendesk for 10+ years for internal IT, customer support, shared inbox management (such as info@mycompany.com).
Zendesk has unmatched customizability and flexibility without being completely overwhelming.
The interface is clean and fast.
Zendesk has unmatched customizability and flexibility without being completely overwhelming.
The interface is clean and fast.
What do you dislike about the product?
Initial tweaking can take some time but it is worth doing to get the environment (views/ticket grouping, custom fields, etc.) set up perfectly for you.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage internal IT incidents, customer support incidents, large problems (with a production app), and internal team tasks.
Zendesk is providing one of the best services and support in current time.
What do you like best about the product?
Zendesk support's quick response and support vlogs are some of the best parts.
What do you dislike about the product?
Zendesk support suite is helpful in many ways but in some scenarios call support could be required to resolve the problem quickly, which is missing.
What problems is the product solving and how is that benefiting you?
Currently, we are using Zendesk to help our customers by receiving and handling their concerns related to our business.
It is easy to use and navigate to communicate to the customer or clients.
What do you like best about the product?
What I like the most is the Template that can be found below the screen or site where you can see the ready-to-use email when dealing with a question or concern of the customer, which is time-consuming when re-typing the whole email.
What do you dislike about the product?
They have taken down the progress sheet to find your daily production and how many emails are coming daily.
What problems is the product solving and how is that benefiting you?
There is no problem that I occur using Zendesk.
ZD Support Fast and Helpful
What do you like best about the product?
Support team knowledge and professionalism
What do you dislike about the product?
Sometimes there are too many results when searching for my specific problem online
What problems is the product solving and how is that benefiting you?
Tracking and solving customer issues on SaaS software
Customer Service 9/1/21
What do you like best about the product?
Helpful, fast, efficient when using live chat. found a solution for me before an important meeting, very grateful.
What do you dislike about the product?
the articles could use some work. or a rework. theyre all pretty old...
What problems is the product solving and how is that benefiting you?
i was looking in to why our answer bot was not suggesting certain articles. ZD support pointed out that the article should contain keywords in the text, not in the title. problem solved.
Very fast response time for all the questions that I wrote to the Zendesk support team!
What do you like best about the product?
Fast response and all the answers that I got from the Zendesk team were precise and good explained.
What do you dislike about the product?
Maybe I can say that there are many auto-reply emails sent from the platform to the end-users.
What problems is the product solving and how is that benefiting you?
Problem with the Chatbot/Web Widget design and a problem with the translation of the platform on a language that is not fully supported. (Macedonian)
Recommendations to others considering the product:
Not to think twice, the best option for support center to have and use for own purpose!
Very prompt responses!
What do you like best about the product?
I like how quickly an agent first responded to my request. The agents are also very kind and supportive.
What do you dislike about the product?
Nothing, I overall had a good experience.
What problems is the product solving and how is that benefiting you?
I was having trouble sending emails to customers through Zendesk, and the agent helped me to realize that the emails are being sent to the customers spam folders.
Recommendations to others considering the product:
I would give it a try, it works very well.
Super easy to use and powerful
What do you like best about the product?
The simple interface to manage tickets and interact with them.
What do you dislike about the product?
User management is split between support and admin center.
What problems is the product solving and how is that benefiting you?
It helps us to provide high-quality support to our customers. It helps us keeping our SLAs with visible hints.
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