Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Good for busy sellers
What do you like best about the product?
I love that it helps us integrate systems like tymeshift. We used to use gmail and google sheets for everything now we use support suite for the majority of our work
What do you dislike about the product?
zendesk would have alot of technical issues sometimes. The amount of time needed to resolve is usually not clear however im not sure if that is out of their control
What problems is the product solving and how is that benefiting you?
responding to customers faster Our team has very strict SLAs for customer assistance and it really helps. Getting information and being able to consolidate it for reporting to my management team
Quick and thorough
What do you like best about the product?
I appreciated the thorough answers, and the quickness to look at our specific problem in our instance was greatly appreciated.
What do you dislike about the product?
The wait was a little long, but considering the global climate, it was very short.
What problems is the product solving and how is that benefiting you?
The problem was the inability to link two tickets with different requesters. Before I asked, the support agent offered a host of third-party apps that may resolve this issue that I greatly appreciated.
Excellent Zendesk Support
What do you like best about the product?
The in-depth knowledge base and ease of locating additional assistance when needed.
What do you dislike about the product?
There are various suggestions that have been reported regarding reporting functionality that I would like to see incorporated.
What problems is the product solving and how is that benefiting you?
Generally reporting problems.
Very user friendly system
What do you like best about the product?
The call tracking and reporting ability to be able to gauge the performance of your team
What do you dislike about the product?
The inability to close satisfaction ratings requests that fail, currently they stay in a loop unless you disable the trigger and solve.
What problems is the product solving and how is that benefiting you?
Solving the time difference between when customers contact us and the time it takes us to reply.
Understanding this has led to an increase in our effeciency
Understanding this has led to an increase in our effeciency
Love it!
What do you like best about the product?
There are so many ways to customize to fit how my teams need to work independently and together.
What do you dislike about the product?
When it comes to light customization, the learning curve increases substantially. It would be nice if it were possible to pay a slight premium included in our suite price that would provide a certain amount of assistance with account maintenance, upgrading workflows, development, etc.
What problems is the product solving and how is that benefiting you?
We now have in-depth knowledge of what's going amongst all teams, better insight into product issues and trends, etc. We have enough visibility that we were able to allow agents to work remotely full time.
Recommendations to others considering the product:
Easy to set up with a small team, but I'd highly recommend working with some integrators to make sure you build a solid foundation.
great product
What do you like best about the product?
The omnichannel functions. the possibility to integrate and configure the product as you please
What do you dislike about the product?
there isn't actually any dislikes.. i worked with it for sooo long, that i forgot what i disliked and just made it a habit.
What problems is the product solving and how is that benefiting you?
Support inquiries for our product. Benefits is that everyone are working in the same product, therefore easy to learn new agents.
Best Platform for Customer Communication
What do you like best about the product?
I like how quick responses come in. I also like that I can text with my customers, they can send in pics to help troubleshoot issues. I also like the iOs Apps so I can quickly and easily access on the go.
What do you dislike about the product?
One thing I don't like is not being able to initiate a text conversation with a customer. I can reply, but I can't start one. I do understand why, it would open the door to spamming and opt-out requirements that Zen may not want to mess with. I have found a good workaround on this.
What problems is the product solving and how is that benefiting you?
Staying connected to our customers via email and text is what Zen does for us. That is our primary way of communicating with our customers and Zen provides a very easy way to get it done all in one platform. We have 5 star Google and FaceBook reviews because of our support, and we couldn't have that without Zen.
Recommendations to others considering the product:
Shop around and see what is out there, Zen may not be the cheapest and other products try and have built in features that look like what Zen can do, but trust me when I say nothing functions as well and easily as Zen. You won't regret picking this solution.
Zendesk is key
What do you like best about the product?
The centralization of all support tools helps streamline workflow and increase efficiency for both the managing staff and support staff. There is a lot of great self service resources that are available to anyone. There can be a lot of learning done by yourself if you are willing to put in the time and effort to do so. Everything is easy to use - a lot of the tools and features are very intuitive and can be easily picked up by anyone.
What do you dislike about the product?
Zendesk Explore needs more work and training and the company's support team could also be quicker to respond and open up phone lines. They are now moving to their support team being messaging only which I am unsure is the right move - but I will wait and see before I pass any judgment there. There is also a huge opportunity to open phone lines and deliver support that way.
What problems is the product solving and how is that benefiting you?
A problem we had before was a disjointed customer experience. With every interaction living under the Zendesk Support Suite, the process is a lot healthier for everyone involved. We also did not have a lot of insight into any data which has been solved.
Recommendations to others considering the product:
Take a look at what exactly you need for your team and see if the extensive level of features would benefit you. They also have a great self-service center to take advantage of and see if you can learn from.
A Great Experience With Support
What do you like best about the product?
The response time and attention each support staff has was amazing
What do you dislike about the product?
In this case, I don't think I disliked the service provided, the agent took his time, read my problem carefully and proceeded to resolve it in the fastest way possible taking me through the process!
What problems is the product solving and how is that benefiting you?
A high influx of tickets and making sure we get them and our responses are sent at the correct time
Recommendations to others considering the product:
If you are looking for a program that will allow you to perform to the maximum Zendesk is for you, not only it's super easy to use but it is effective in helping us resolve the issues of our customers.
All-in-one
What do you like best about the product?
I admire how easy it is to manage tickets.
What do you dislike about the product?
I dislike how explore, support and guide are all on seperate landing pages.
What problems is the product solving and how is that benefiting you?
The main problems that we are facing with Zendesk is that most of the best features are all on the next teir (subscription plan), ideally we would like a master account that is on a higher plan and that can do more things. rather then everyone on the same plan.
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