Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Successful walkthrough of email settings contributing to issues
What do you like best about the product?
The agent was super helpful on chat. They were able to provide super useful information diagnosing our email connection issue. They answered my questions really well!
What do you dislike about the product?
I did not have any notable dislikes about this correspondence. Some of the forum posts just link to other forum posts and don't really even link to in-depth guides that would allow me to correct the issues.
What problems is the product solving and how is that benefiting you?
I am addressing an email correspondence issue within our ticketing system. I have also used many of the articles to help guide API scripting development.
Great Product and Great Service
What do you like best about the product?
Their customer support is excellent (which makes sense given the line of work!) Very timely service, and their reps are great!
What do you dislike about the product?
Live chat is always better, but the back and forth via email worked great in this case!
What problems is the product solving and how is that benefiting you?
We had an integration question from Salesforce to their core support platform. It was resolved that day. Great support!
Recommendations to others considering the product:
Use their internal support line! Very helpful!
The best CX platform
What do you like best about the product?
I´m actually a Zendesk´s user. I was able to compare different CX (Customer Service) platforms and this is a very simple, friendly, inexpensive, fast one. In general I have learned very quickly since it is totally dynamic and simple. I love it!
What do you dislike about the product?
Mobile app doesn´t have all features than online version.
What problems is the product solving and how is that benefiting you?
Reliable reporting, Your team keep a timely follow-up with all areas even if a colleague serves the client can have access to all communication in a historical way.
You can send messages via WhatsApp, which is now a very important channel for the end user in CX and also like the Knowledge Base.
You can send messages via WhatsApp, which is now a very important channel for the end user in CX and also like the Knowledge Base.
Chat function for help
What do you like best about the product?
I loved being able to chat with a helpdesk to get assistance with my questions.
What do you dislike about the product?
the chat feature was a bit hard to find at first
What problems is the product solving and how is that benefiting you?
streamlining our customer support issues, following up on open issues in a timely manner
Very quick with resolving my issues and polite!
What do you like best about the product?
The Zendesk Support Suite makes things easy to navigate and to have at our fingers when we need it.
What do you dislike about the product?
There is no downside that I can see to using Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
The typical problems that I write into Support about are usually how to adjust my plan to include something more.
I have come to realize that Zendesk Support is always available and their answers are very quick and satisfactory.
I have come to realize that Zendesk Support is always available and their answers are very quick and satisfactory.
Amazing automations and easy functionality
What do you like best about the product?
Ease of setting up, automations that can be done are very friendly and reports are insightful.
What do you dislike about the product?
support via articles can sometimes be too time consuming.
What problems is the product solving and how is that benefiting you?
The overall product is amazing. The only challenge is when you're new to the platform and need support with something, the articles that the support pushes through are overwhelming and that is where I believe it lacks that personal touch. You can't share screen and show them what you need help with.
Loving it!
What do you like best about the product?
The Support product is flexible and intuitive to use.
What do you dislike about the product?
The licensing model seems a bit sketchy... For example, a billing contact needs a license even though they are only going to be updating credit card information.
What problems is the product solving and how is that benefiting you?
Zendesk is giving us a complete solution that includes an integration ticketing system and a Help Center!
Excellent software, excellent support, excellent everything!
What do you like best about the product?
I love the way everything's recorded. If I make outgoing calls or incoming calls, everything's recorded. It tracks work order perfectly.
What do you dislike about the product?
When service interruptions, you feel lost without Zendesk.
What problems is the product solving and how is that benefiting you?
We track all of our IT support calls. We have realized better customer service and it's excellent to train new employees.
Recommendations to others considering the product:
Stop looking you have found your answers with Zendesk. Excellent software!
ZenDesk Support is great!
What do you like best about the product?
It is very easy to find the information I need, and agents are quick at directing if I am having challenges.
What do you dislike about the product?
It would be nice if I had a way to start items as favorites to refer back to
What problems is the product solving and how is that benefiting you?
Some issues w/routing and branding
Many possibilities!
What do you like best about the product?
The tool offers so much for us to personalize in all aspects, Zendesk Explore is such an incredible tool, i'm truly in love with it. You can create dashboards from scratch to a fully personalized presentation of all metrics from the support team, it's possible to have on-hand details on almost all results from the team and you can make it pretty with the customization tool, you can change logo, colors, font, board locations. It is indeed really neat. Zendesk Guide is also another great tool, allowing full template customization so you can give a really special and unique experience to yout customer, and if you intrgrate it with Zendesk Support and Chat you can resolve your customer doubts without him even opening a ticket, because the integrated systems searches into your database the customer doubts before him start the contact: "self serve support", allowing for scaling the operation without having to hire new agents for the job.
What do you dislike about the product?
Curiously, Zendesk's support is not as great as one would imagine since it's a support platform, we have many bugs using the Chat tool specifically and Zendesk's support usually brushes it off, saying the problem is in the agent's machine event with all the requirements for a good use of the platform has been met and with all the tests they usually ask us to do have been done. They ask us for the HAR file so they can annalyze de bug, but i'm pretty sure they don't even open them, because we have constant problems with the chat notifications, with different agents, on different navigators and the answer from the support is usually: "we looked into it and we found nothing", but our agents keep getting shut off from the system because the new chat notificatoin didn't went off. And the new chat to contact Zendesk's support is really slow on starting the service, i oftten wait hours and hours being the first on lin for the support but the line never moves.
What problems is the product solving and how is that benefiting you?
Zendesk helps to understand how the customers uses our platform, what troubles they usually have, how they use our platform and how they see it. To help our customers using the tool and to even sell packages of our product, since the live chat widget allows fast response and increasing the chances of the customer actually buying what we are offering.
It helped to understand better how well the team answers our customers, how fast, if we need to increase or decrease staff, working hours, guides on the Help Center and even what kind of bugs the customers usually find when using our tool. With a good customer suppots it is shown the the churn statistics are greatly decreased because of the help it's possible to offer for the clientes, and the
It helped to understand better how well the team answers our customers, how fast, if we need to increase or decrease staff, working hours, guides on the Help Center and even what kind of bugs the customers usually find when using our tool. With a good customer suppots it is shown the the churn statistics are greatly decreased because of the help it's possible to offer for the clientes, and the
Recommendations to others considering the product:
Do the Zendek's Training programs, and they have a bunch of free, very, very useful, and insightful courses that give you in-depth knowledge of everything that is available for you to do with Zendesk, remember the live chat option, it is really useful when everything is down or when you can't find the answer on Zendesk's Help desk. But the courses aren't all that you need, i also recommend doing a brief reading on the most important article on theis Help Desk
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