Zendesk Suite
ZendeskExternal reviews
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Strong customer support team with enthusiastic, empathetic and solution driven CS team members
What do you like best about the product?
Easy to get in touch and get recommendations/troubleshoot with zendesk experts
What do you dislike about the product?
One of my issues I thought was simple but is really complex and taking a long time to resolve
What problems is the product solving and how is that benefiting you?
I have received support for reporting analytics as well as technical issues
Standard Ticketing system
What do you like best about the product?
Been using it for 2 years and it's has all you need
What do you dislike about the product?
The website could be updated a bit or have the ability to have dark mode instead of using a Google extension
What problems is the product solving and how is that benefiting you?
IT based inquiries
Zendesk support review
What do you like best about the product?
It has a live chat support which is really helpful. Also we can make alot of config changes
What do you dislike about the product?
May be sometimes the chat widget integration is lil bit cubersome
What problems is the product solving and how is that benefiting you?
Just customer support through live chat. It is super fast and very user friendly.
Reliable
What do you like best about the product?
Easy to use, configurable, get assistance when needed
What do you dislike about the product?
Nothing I particularly dislike about Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
Replying to customers with agreed SLAs. The team can easily collaborate to respond to a customer and onboarding of new members is also possible
Recommendations to others considering the product:
It's an excellent tool for customer support service and for integrating with other tools.
It is pretty easy to use and to collaborate within a team and with different teams in the same organization and also with another organization.
You can set up triggers and automations, integrate your SLAs set up for different customer service levels
It is pretty easy to use and to collaborate within a team and with different teams in the same organization and also with another organization.
You can set up triggers and automations, integrate your SLAs set up for different customer service levels
CRM Efficiency
What do you like best about the product?
What I liked the most is the possibility that you can have the contacts synchronized in Zendesk and the ease of placing macros and give a quick response. It is advantageous when classifying the type of e-mail, such as open, pending, and resolved, can provide a prompt reply and return to edit. It is essential to highlight the connection that it allows between applications and integrations of our own company.
What do you dislike about the product?
I don't like the fact that the e-mail tickets are difficult to find, you have to enter the user which makes it a bit difficult to go to some specific cases, you have to open too many sections instead of it appearing at once in the search bar, I think it is a glitch that has the Zendesk application. It is also uncomfortable the fact of having to search among the "pending" is not easy to search, because you have to place too many filters instead of in the same folder of pending there is a search bar.
What problems is the product solving and how is that benefiting you?
The problem that we solve is the visualization of the e-mails, where we can compose the e-mails to the customers so that we connect them with a CRM of our own integration.
Recommendations to others considering the product:
It is essential to know that Zendesk will help us to simplify many tasks related to Chats and E-mails in everything related to CEX, it is important to use the macros that zendesk allows us to use, since it is a spectacular tool.
A crucial part of our customer success efforts
What do you like best about the product?
We started using Zendesk Support in our early days as a startup, when the support questions coming in started to become a bit harder to manage. Today, I can't imagine how we'll survive without it. We appreciate how we can centralize all queries on Zendesk - from Facebook, Instagram, Email, Contact forms, etc. Integrating Zendesk Support into our tool stack has helped us deliver adequate customer support and customer success initiatives.
What do you dislike about the product?
There is quite a learning curve. In my everyday work, I do get by with average technical skills + a lot of detailed resources on Zendesk's Help Center. Still, there are times when I've had to ask for support from engineers or other more tech-savvy people in the company to implement certain things.
What problems is the product solving and how is that benefiting you?
Zendesk Support helps us solve our customers' problems along the way and makes sure we can deliver a great experience. Zendesk Support enables us to be easily reachable as a company.
Amazing Support Suite
What do you like best about the product?
The ability to have numerous groups and channels to manages your support team
What do you dislike about the product?
The interface can feel a bit laggy sometimes
What problems is the product solving and how is that benefiting you?
Handling customer support emails has never been so easy
Recommendations to others considering the product:
Even though the learning curve to use this support suite can be a bit steep depending on the features you enable for your organization, it is a great solution for managing and enabling your support team workflow.
Flexible support ticket system
What do you like best about the product?
Helpful support team and good knowledge base, easy and intuitive for our team to use it
What do you dislike about the product?
Some features are missing that feel like they should be basic inclusions such as the ability for a manager to change an agent's availability on live chat on their behalf. Due to the size of zendesk they are slow to react to this kind of popular feature requests. There is a learning curve to using Explore and certain things cannot be reported on, e.g macro usage.
What problems is the product solving and how is that benefiting you?
Comprehensive customer support platform
Great functionality for team use
What do you like best about the product?
I love the internal note feature. Super easy to tag in a colleague on a related request. The macro responses are also very helpful to have. We use explore reporting pro, which is great. We haven't tapped into it too much but we've been able to track and pull a few interesting data points through it. The groups feature is also great - we can have certain client requests get routed to specific people or groups of people. Wish we had the entire enterprise pro, but not on our roadmap right now.
What do you dislike about the product?
I would like to see my on-hold tickets in the standard view. I have had to add a custom view for on-hold tickets.
What problems is the product solving and how is that benefiting you?
Zendesk helps us easily manage our customer support and internal support requests. It's great for reporting purposes if you're diligent about tagging.
Great Support!
What do you like best about the product?
Quick Response and availability of various channels of communication
What do you dislike about the product?
I had to create an account to leave a review
What problems is the product solving and how is that benefiting you?
Great Customer Satisfaction
Quick response times for customers
Higher efficiency for agents
Quick response times for customers
Higher efficiency for agents
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