Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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Fast and effective support
What do you like best about the product?
Chatbot quick in directing you to an agent
What do you dislike about the product?
The chatbot is a bit confusing as it seems to store old conversations
What problems is the product solving and how is that benefiting you?
Any functionality of Zendesk that are broken or lagging I can raise quickly to help us get back to our users
Zendesk in very user friendly app and also easily track the inflow of your tickets
What do you like best about the product?
User friendly and easy to create shortcut responses.
What do you dislike about the product?
it does not automatically highlight if there are multiple tickets created by same user
What problems is the product solving and how is that benefiting you?
Customer queries and it has been very useful for our organization
Support for Social Account
What do you like best about the product?
They managed the ticket really fast and they were able to give me a lot of detailed information about all I need to procede. They sent me lot of usefull link regarding my problem and we already solved it.
What do you dislike about the product?
Nothing at all. The time spent with the member of the Advocacy Team was good. He was able to handle my problem really fast and clearly get to the point without losing any precious time
What problems is the product solving and how is that benefiting you?
We needed to know further information about how to connect our Twilio's number to whatsapp. We also needed some information regarding Telegram and they send us the correct link to the marketplace for the module we needed.
Zendesk provides an intuitive solution for B2C communications
What do you like best about the product?
I like how tickets can be set as Open, Pending, On Hold etc as it makes it easier to know which I need to deal with first.
What do you dislike about the product?
I wish it were easier for tickets to be moved between folders
What problems is the product solving and how is that benefiting you?
It makes it easier for customers to receive the best quality support
it is not easy sometimes to find all necessary functions
What do you like best about the product?
It collects all information about 2-side communication, which is awesome to have.
What do you dislike about the product?
Sometimes, it is really hard to find the necessary function or information. ZenDesk is not intuitive as I wanted.
What problems is the product solving and how is that benefiting you?
I could not enable Drill In function on my dashboard but unfortunately this function does not work with live data.
It took longer than expected but it was solved. Incoming chats and client´s reply´s had no sound.
What do you like best about the product?
It´s easy to reach support and the chat was shortly accepted by one agent.
What do you dislike about the product?
That it took sometime to solve the issue. I was asked to try another browser (where I do not have my credentials and that I do not use).
What problems is the product solving and how is that benefiting you?
I never had any problems before so I am not sure what problems they solve. I really like that there is a chat that is easy to reach.
Zendesk can be very complex; when I need help I can always count on Zendesk support
What do you like best about the product?
Usually, they are very fast with their responses and very clear in their communication.
What do you dislike about the product?
I have no issues with the support service; however, I dislike Zendesk making changes without notifying its users.
What problems is the product solving and how is that benefiting you?
We have many brands/channels in our Zendesk; customizing each and having them not interfere with each other can be very tricky. Zendesk has a lot of moving parts and even though I consider myself an "expert" in Zendesk, I still need to reach out to Zendesk Support from time to time and they always get to the root of the issue.
Fantastic CRM with loads of optional customizations that count
What do you like best about the product?
Zendesk finds the balance between pushing me toward industry CX best practices, and permitting custom configuration and policy control. I like how the different levels allowed us to get started and grow our configuration with our business needs. Stability and dependability have been fantastic, with industry-leading incident status monitoring and notifications. Talk phone solution is very stable with fantastic reporting insights when there is an issue. 10x better than other solutions I have used in the past. Apps are a good way to extend extra features to people so thanks for doing that.
What do you dislike about the product?
Explore dashboard configuration and filters are vexing. Sometimes there are design limitations or features that are zombies with no future. Asking support or product about them doesn't yield much in the way of results as you get pushed to a blackhole product forum. Oh well, I suppose that's the nature of product management to some extent. Proactive tickets, linking tickets, JIRA application limitations are some that come to mind.
What problems is the product solving and how is that benefiting you?
We needed a way to ensure inbound tickets were assignable and actionable, with SLA and topic reporting data. Zendesk achieves this for us in spades along with all of the organization and customer CRM needed to deliver great customer experiences. I like that the suite gives us an all in one integrated platform where we can use what's there or build on top of as we go. For example, we use the default CSAT and support page with few customizations and that's fine, but in other areas, like triggers and custom fields, we have done lots to make it ours.
Great experience
What do you like best about the product?
The chat was active till the issue was resolved
What do you dislike about the product?
Immediate support on chat, initial message was after 15 mins
What problems is the product solving and how is that benefiting you?
Regarding the Zendesk Chat Visitor name and it helps my agents
Overall a great experience
What do you like best about the product?
I find it easy and intuitive to access and complete my tickets. I like the support for hotkeys as well.
What do you dislike about the product?
I dislike that I receive email notifications for every ticket and that I cannot change it without an administrator.
What problems is the product solving and how is that benefiting you?
Zendesk support suite allows me easy access to my ticket queue. The benefit is being able to serve my customer's needs more effectively.
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