Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Zendesk is extremely user friendly.
What do you like best about the product?
The turnaround times for support is unmatched.
What do you dislike about the product?
Because Ive grown accustomed to utilizing the suite, I cant think of many downsides. One I'd say is the update that populates ever so often.
What problems is the product solving and how is that benefiting you?
Assisting Customers
Recommendations to others considering the product:
Give it a fair try. The support team is there for any questions or concerns you may have.
Zendesk Guide relaunch
What do you like best about the product?
Amazing knowledgeable and well-trained support team. We had an issue whereby our existing Help page needed to be updated but due to a previous Product Owners actions of using customised code, we could not apply any updates. We thought this would be a difficult issue needing a third party and costed resolution. Within moments, I was provided with superb support and confidence in knowing I could use the Zendesk Supported Copenhagen scheme and that it copied across all of the data from our existing site into the new scheme! Massive relief, a wealth of time and cost saved!
What do you dislike about the product?
The ability to quickly capture User login details for Audit purposes. I currently use the reporting tool to extract all users within a dated period then need to manually amend the JSON into a useable format. We are going to use an API going forwards but this is my only issue.
What problems is the product solving and how is that benefiting you?
The ability to have tickets stored in a single platform, Zendesk is brilliant!
Recommendations to others considering the product:
Go for it! Once up and running and with a good understanding of processes and Admin functions, you wont go back!
Great interface for managing users!
What do you like best about the product?
The support I receive. Very dedicated support agents which is something I personally extremely value.
What do you dislike about the product?
There are several limitations as far as the SDK, which requires external partnership.
What problems is the product solving and how is that benefiting you?
Service and technical mostly.
Automation and triggers make everything easier.
Automation and triggers make everything easier.
One of the best automated SaaS CRMs across the globe
What do you like best about the product?
The ease of UI and the configuration of the Chat/Help Center
Ticket Merge facility
Guide - Content cues
Zendesk Explore is easy to use
Ticket statuses are self-explanatory
Ticket Merge facility
Guide - Content cues
Zendesk Explore is easy to use
Ticket statuses are self-explanatory
What do you dislike about the product?
The E-mail support is too difficult to configure and takes a lot of things to plug and play.
Email forwarding setup is difficult to configure if you are using a Microsoft email.
The product Support team should be much fast to respond, especially, if a major issue has stopped working.
Email forwarding setup is difficult to configure if you are using a Microsoft email.
The product Support team should be much fast to respond, especially, if a major issue has stopped working.
What problems is the product solving and how is that benefiting you?
Tremendous, We are solving the CSAT surveys on chat, ticket fields on the platform etc.
Tickets can easily be merged now.
Data cuts are visible for everything at an agent, brand, contact form level.
Tickets can easily be merged now.
Data cuts are visible for everything at an agent, brand, contact form level.
Recommendations to others considering the product:
Please refer to this CRM, if your users are more on the web and you use Emails for login, not a mobile number.
Great customer support with Zendesk
What do you like best about the product?
Each ad, every day, we are flooded with customer emails, calls, and chats about bolt transportation services. We use Zendesk Support suite to reply to the emails, to reply to live chats, and also make inbound and outbound calls. So far, we really like this software.
What do you dislike about the product?
Compared to our previous method of answering emails directly without macros, I find no dislike Zendesk Support suite.
What problems is the product solving and how is that benefiting you?
Answering customer emails, live- chats with customers ad also making inbound ad outbound calls. Our agents collaborate together to solve this backlog with Zendesk support suite.
Recommendations to others considering the product:
I recommend Zedesk for both a small company and a large company. Make customer service roles easy in your organization with this software. Form many caned responses to use and automatic signatures.
Super user and agent friendly.
What do you like best about the product?
Quick answers and help through the Zendesk Chat feature. I got immediate assistance!
What do you dislike about the product?
I'll inform you when I come across something.
What problems is the product solving and how is that benefiting you?
I needed some guidance and help with HIPPA compliance. It takes a few steps to set up but it's worth it.
Great Product!
What do you like best about the product?
Zendesk Support is great! Covers all my needs.
What do you dislike about the product?
Some concepts are very technical and may require assistance to set up
What problems is the product solving and how is that benefiting you?
ticketing system
Best ticketing tool I ever used
What do you like best about the product?
The flexibility. I love the fact that I can shape my customer service exactly how I want or need it, depending on what my support processes are.
What do you dislike about the product?
Explore is pretty complecated if you need advanced reporting.However it gives you a lot of date so that you can improve your operations rapidly.
What problems is the product solving and how is that benefiting you?
I have my multilingual team solving clients and internal requests - I see they are more productive and everybody knows what to do.
Recommendations to others considering the product:
If you can afford it go for enterprise.
Great Software for Customer Support
What do you like best about the product?
Great software for tickets , chats and have great support.
What do you dislike about the product?
can be confusing when you first start, however they have support to help.
What problems is the product solving and how is that benefiting you?
email ticketing, chats, and reporting system
Zendesk have everything and more
What do you like best about the product?
Zendesk is not only the best customer service platform. It allows the possibility to develop apps that work for the whole suite under the Zendesk Apps Tools framework. You can integrate Zendesk with the most popular social network and build automations to do the interaction before reaching your agents.
What do you dislike about the product?
We have been using Zendesk since the beginning of the company without any complaint until now. Whenever we need new features, we contact the representative assigned to us, even with the pricing.
What problems is the product solving and how is that benefiting you?
Thanks to Zendesk, we manage to integrate social networking support, so every customer that writes to us is answered within minutes. It also allows us to send CSAT surveys through the mail after every interaction so the customer can rate us.
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