Zendesk Suite
ZendeskExternal reviews
6,538 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Convenient and functional solution
What do you like best about the product?
Simple interface, functionality, responsive support
What do you dislike about the product?
- Helpdesk not auto-refreshing
- no 'talk' service in the mobile app
- no 'talk' service in the mobile app
What problems is the product solving and how is that benefiting you?
All our techsupport functionality is based on Zendesk. Helpcenter, Helpdesk, LiveChat, inbound and outbound calls.
Recommendations to others considering the product:
Very helpful and useful app. I've been in IT techsupport and Customer Relations for 10+ years and used it in 2 companies. This is one of the best solutions on the market. We did an internal research among several competitors before adopting Zendesk. It has proven to be very useful. Visual interface for live chat is very convenient.
Zendesk help support is much responsive and responds quickly for any issue while supporting
What do you like best about the product?
Zendesk help support is the best one I liked till now
What do you dislike about the product?
UI can be made much responsive and faster
What problems is the product solving and how is that benefiting you?
I'm supporting data loader from Mulesoft
Quick and helpful
What do you like best about the product?
How quickly you can get support from the right person on the relevant subject matter.
What do you dislike about the product?
Nitpicking but probably a little inconvenient when getting support for 3rd party apps. Need to first check with Zendesk if the issue is related to your Zendesk instance or the 3rd party app.
What problems is the product solving and how is that benefiting you?
Problems around improvements I'm trying to make.
Zendesk Support Suite: feedback
What do you like best about the product?
Zendesk chat features
Quality of KB articles
Look and feel
Quality of KB articles
Look and feel
What do you dislike about the product?
Difficulties integrating with other services from time to time (e.g. JIRA)
Short trialing period
No staging environment
The fact that there is no web app
Short trialing period
No staging environment
The fact that there is no web app
What problems is the product solving and how is that benefiting you?
Client engagement and retention
Recommendations to others considering the product:
Awesome but make sure you trial alone 1st before getting an account manager.
Support help
What do you like best about the product?
I liked they were very friendly and didn't leave until the problem was resolved
What do you dislike about the product?
Nothing to do with the support team but the support help docs are a bit outdated, certain buttons are not where they say they are.
What problems is the product solving and how is that benefiting you?
Right now in our company we are talking to much to customers we need them to be able to resolve their issues on their own
Long time customer for a reason
What do you like best about the product?
We have been a customer for years. Initially from Base CRM then of Zendesk Sell when they bought Base CRM. The transition was smooth on my side as they kept everything the same. Support has always been top-notch and the functionalities are exactly what we need for our business. Couldn't be happier.
What do you dislike about the product?
The only downside is the last update on the dashboard which makes the computer version look like a phone version. This will take a while to get used to so if they would have been given the chance of choosing between both appearances that would have been perfect.
What problems is the product solving and how is that benefiting you?
CRM
Review for Zendesk
What do you like best about the product?
I truly believe that Zendesk provides alot of value for its price. Zendesk has an amazing ticketing system and has other products that can user for support articles and analytics.
What do you dislike about the product?
A couple of months ago, zendesk changed their support team and it is not had to get a hold of a tech support rep. The response time is long and it is hard to find the response from the tech support rep. We also had our Account Manager quit while we were trying to upgrade our Zendesk plan. It was very difficult to upgrade our annual contract, my suggestion is to have better organization on the Sales side of Zendesk. After weeks of going back and forth trying to get our annual contract upgraded to a bigger plan, our zendesk account was not upgraded with the new features for a week and half.
What problems is the product solving and how is that benefiting you?
Our tech company voted to get Zendesk due to scalibility. As a start up, the team was first small so this tool worked perfectly since it allowed us to get a small number of licenses. After years, we have grown very rapidly and Zendesk has allowed us to continue adding number of licenses needed.
Recommendations to others considering the product:
I highly recommend this product.
Easy and effective
What do you like best about the product?
Canned responses, easy to find replies from customers
What do you dislike about the product?
It can quickly get disorganized over long weekends or holidays
What problems is the product solving and how is that benefiting you?
Customer service issues, getting replies quickly to maintain a high rate of success and being able to reach back out to those who were unhappy and win them back
All-in-one support solution
What do you like best about the product?
Zendesk allows managing all support channels seamlessly. I have website chat, Twitter, and Facebook page connected to Zendesk Support and simultaneously keep track of them all. Zendesk provides a very flexible macros system (macros, in this case, are drafts of messages with programmed name and signature placement and any text you like), allowing agents to create a knowledge base of answers for all popular questions. Using macros reduced my average response time from 15 minutes to 7.
What do you dislike about the product?
Sometimes it can take a lot of time for the emails to reach my Zendesk Support and become tickets. I commonly have this issue when chatting to people, and if they need to send me the document, I usually route them to my personal business email so they don't have to wait. This can be solved by a more expensive plan that supports sending documents via chat, but we are a small company and can't afford it.
What problems is the product solving and how is that benefiting you?
I use the Zendesk Support Suite for customer support through email, live chat, phone calls, Twitter, and Facebook. It conveniently merges all of them into the single ticket system. It allowed me to handle customers' questions, complaints, and feedback faster and made all support tasks more streamlined and convenient.
Recommendations to others considering the product:
If you're a small business, Zendesk may be too pricey for you, but even the most basic plan will most likely cover most of your needs.
User-friendly tool that simplifies customer service for the user and the customer
What do you like best about the product?
User-friendly tool that you can navigate with ease.
What do you dislike about the product?
None. Everything works well for me as it is.
What problems is the product solving and how is that benefiting you?
We receive almost all types of requests and provide an update to our customers through Zendesk. It allows us to work with a ticket system that provides a seamless process and resolution approach for one ticket per customer. This allows us to effectively monitor the progress of a customer request and provide an update in a timely manner, resulting in a great customer service experience.
showing 1,611 - 1,620