Zendesk Suite
ZendeskExternal reviews
6,506 reviews
from
and
External reviews are not included in the AWS star rating for the product.
I heart Zendesk
What do you like best about the product?
User friendly and lots of customisable options to set it up to suit your specific business needs.
What do you dislike about the product?
Not being able to export content easily, eg Guide, Macros, Shortcuts. I know there are tricks for a Jason file but this isn't user-friendly.
What problems is the product solving and how is that benefiting you?
Previous to me starting, the team had no idea what customers were contacting them about. Now I've built out the fields, we can now track this information and use it to make business decisions and improvements to the website.
Recommendations to others considering the product:
Nothing comes to mind, just use it.
Efficient and Informative
What do you like best about the product?
The rep quickly ascertained the problem and found a solution for both the issues I had. If they were taking some time, they would check in to ensure I understood what they were doing and that they were still there.
What do you dislike about the product?
Took some time to find where to contact a rep
What problems is the product solving and how is that benefiting you?
I learned that I need to look into triggers further and understand exactly what they all do and how to use them
Recommendations to others considering the product:
Building out the chatbot with more robust functionality, ie, the ability to collect Phone Numbers on users, the ability to connect multiple sections to the same part of the flow, functionality for user contacting a rep outside of operating hours.
Amazing in every way. Love it.
What do you like best about the product?
Zendesk does a lot of things right. It makes it easy to provide great customer support and not miss any requests. It makes it easy to collect the most often occurring problems and rank them. For me as the CEO it makes it easy to evaluate the work of our customer support team and the satisfaction of our customers. It makes it easy to see trends, such as how our ticket loads increases over time. It even made it easy for us to create a multi-lingual online manual for our products. Honestly, I couldn't be happier.
What do you dislike about the product?
I think it's a bit expensive and I don't really like the model to charge by the user. I would rather get charged on another dimension or have an option for a low-volume user. For example, we would like to have several agents that only handle a few specialized tickets a month. However, due to the pricing this is not possible, or only at very high cost. So we need to resort to some hacks, such as putting a few tickets out of Zendesk back into an email environment.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to provide amazing customer support and track how well we are doing on that dimension
Recommendations to others considering the product:
If you are not sure, use the free trial and give it a shot
Incredibly versatile solution, covering every area of support
What do you like best about the product?
Zendesk Support has it all. While considering different support solutions Zendesk really stood out for a small team. The feature set available is fantastic. It was so easy to set up our ticketing and support channels, even as a first time user I was able to build out our full implementation.
What do you dislike about the product?
Some settings are a bit challenging to find, especially if you are using the entire Zendesk suite. Mostly with how the different pieces work together, some settings are under that product, other settings for the same function might be under a different product or under the main admin section. Overall it's not too challenging, just a bit confusing when you first start using Zendesk.
What problems is the product solving and how is that benefiting you?
We are building out the Customer side of our organization. We already provided 24/7 support, but as we've grown it's become more of a challenge to manage without a system in place. Zendesk is providing us with tools and support options we didn't have on our own and allowing us to continue to provide best in class support at scale.
Recommendations to others considering the product:
This is a great solution if you want to offer robust support to your clients, but definitely give yourself time to set up the system and become familiar with it. Zendesk is a system that will scale with you as you grow your team and want to offer more or allow a small team to offer a huge range of options.
Using Zendesk is so easy and intuitive
What do you like best about the product?
Zendesk is a very well thought out customer support tool. The functionality is pervasive, and Zendesk also integrates with a lot of other tools we use. If I'm ever unsure how to use part of Zendesk's functionality, I can look to one of their thorough help articles. In the rare instances where a help article is not enough, Zendesk chat support walks me through anything I need to do.
What do you dislike about the product?
There is a slight learning curve to understanding how to use best practices, but once you figure that out, Zendesk is an extremely powerful tool.
What problems is the product solving and how is that benefiting you?
We've found a way to streamline all our incoming customer communications. We're able to make sure that inbounds are assigned to the right person on our team. Finally, we're able to carefully track performance and analytics so that we're always able to improve.
Easy to learn
What do you like best about the product?
Helpful support staff. My questions get answered.
What do you dislike about the product?
The pricing is too too high for what it is.
What problems is the product solving and how is that benefiting you?
All customer inquiries and live chat has been a game changer.
Language Routing Support
What do you like best about the product?
They were friendly and got back to me in a reasonable amount of time.
What do you dislike about the product?
They only gave me an answer for one of the ticket examples I sent. Also, while they did provide documentation to look into, I am not entirely sure how to fix this issue.
What problems is the product solving and how is that benefiting you?
I'm trying to learn more about skills-based routing—specifically agent languages.
Great Platform
What do you like best about the product?
The User-friendly, notifications, Help from Zendesk Support team, API documentation
What do you dislike about the product?
Time waiting regarding the disponibilty of EXPLORE
What problems is the product solving and how is that benefiting you?
Have in a centralized way all information about client support management.
Recommendations to others considering the product:
It's very easy to use and it's a powerful tool
Daily Zendesk experience for IT Technical Support requests / tickets.
What do you like best about the product?
Zendesk, first of all, is user-friendly. Since this is something you spend a lot of time at during busy days, you want the platform to run smoothly. For more than half a year, we had no issues whatsoever; everything runs smoothly, the GUI is friendly, and the Zendesk is easy to navigate. Consistency is also noticeable. Also, I like that ZenDesk thought about many possible situations you might run into while using it. Thus, we were covered for all the processes so far; assign, reassign, pending, solved statuses help you organize your requests. It takes little time to master this platform, and once you do, everything goes as through butter.
What do you dislike about the product?
For the essentials plan, ticket export options are through API, which is doable, and good practice for me since I'm learning Python, but I am still figuring out how it works precisely. Once I manage to nail it, I will post somewhere the instructions from A to Z.
What problems is the product solving and how is that benefiting you?
We are using it for technical support requests from our clients. We support our clients' IT field. One of the benefits is reports; you can check response time data, see how you are doing overall.
All-in-one Customer Service Solution
What do you like best about the product?
The reports and analytics function helped us create targeted email marketing flows based on customer emails and resolutions. A plus we were not expecting!
What do you dislike about the product?
It doesn't natively support as many agent metrics as we would like, such as agent log-on activity and duration.
What problems is the product solving and how is that benefiting you?
The tag functionality helps us track customer pain points, interests, and other ticket categories of interest to our team. It's shed light on areas needing improvement, such as our checkout flow.
showing 1,621 - 1,630