Zendesk Suite
ZendeskExternal reviews
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An amazing suite for customer relation
What do you like best about the product?
Zendesk Suite is a complete solution. Support has a friendly and efficient ticket system; Zendesk Chat works well together with Support. Their knowledge base (called Guide) is simple and powerful, and Gather (their forum system) plays nicely with Guide. Sunshine for AWS integration, Explore for reports, the suite is a complete solution for small and big companies. Their docs for implementation and development are huge, and they have an excellent training site.
What do you dislike about the product?
The learning curve is complex for beginners, so the company has to invest in education inside Zendesk Training. But the documentation is growing day by day, and their support for developers is fast and attentive.
What problems is the product solving and how is that benefiting you?
My company and I are using Zendesk for solving complex challenges for our big clients, and we are delighted with it! We are using WhatsApp and Chatbot implementation inside Zendesk for more efficient conversations, many business roles for a very smooth flow for support agents, and be more efficient for their customers.
Recommendations to others considering the product:
It is an incredible Suite for Customer Relationships.
Zendesk Support Is very user friendly and timely.
What do you like best about the product?
It is very easy to find a customer's past transactions with us which is so helpful.
What do you dislike about the product?
Merging multiple tickets at one time would be most helpful.
What problems is the product solving and how is that benefiting you?
Customer Service Support
IT is easy to find other instances with the same customer and/or the same issue.
IT is easy to find other instances with the same customer and/or the same issue.
Zendesk offers all of the tools you need to make the most out of your support offerings.
What do you like best about the product?
The plethora of support available through both peer boards and official articles made it really easy to get our environment deployed and transferred. The ability to integrate 3rd party apps to fill in any organization-specific needs allows us to maintain flexibility and ensure that new initiatives can be undertaken with peace of mind. One of the most significant benefits to our organization is definitely the assurance that our environment is secure and compliant with any regulations, allowing us to work freely and confidently.
What do you dislike about the product?
One of its biggest benefits leads to one of its biggest flaws. Though the apps are great, I feel like it allows Zendesk to skirt around the implementation of necessary feature updates by simply pushing the usage of a third-party app from their marketplace, usually resulting in unnecessary costs incurred by the organization. The lack of survey flexibility is also a frustrating, unnecessary hoop to jump through.
What problems is the product solving and how is that benefiting you?
We are a very short-staffed organization. Zendesk allows us the opportunity to organize and prioritize requests as they come in to make sure that our end-users get the best experience possible.
Recommendations to others considering the product:
If you need something really basic, Zendesk might not be what you're looking for. However, if you're looking for a feature-rich environment, Zendesk is definitely the solution for you!
Highly customizable help desk system
What do you like best about the product?
ZenDesk support suite has given our organization great visibility into the work our support team is doing.
What do you dislike about the product?
The support team at ZenDesk isn't very responsive and difficult to get on calls
What problems is the product solving and how is that benefiting you?
The Salesforce ZenDesk integration has been very challenging. We highly leverage the custom ticket fields and forms to track types of requests, product feedback and use the data to guide our product roadmap
Quick and accommodating!
What do you like best about the product?
The CHAT feature in my account made reaching out to support super easy.
What do you dislike about the product?
I don't like having to create a new account in the help desk. I can't manage MORE usernames and passwords. I need it all to be integrated. That is why I love your chat feature within the SELL app. Thanks.
What problems is the product solving and how is that benefiting you?
I needed to increase my email broadcast limit. The support team helped me in a snap. They created a ticket for me and gave me just the right limit increase. Thanks.
I am using and developing the Zendesk support solution in our Organization
What do you like best about the product?
Flexibility to develop almost any workflow
What do you dislike about the product?
Some basic capabilities such as
Changing the statuses to fit our workflow
Adding CC to a ticket using a trigger
Etc..
Changing the statuses to fit our workflow
Adding CC to a ticket using a trigger
Etc..
What problems is the product solving and how is that benefiting you?
If you mean that Chat, Guide and Explore are a part of the suite, then
1. External and internal Support tickets management
2. Managing a paid service for our customers
3, Reporting and dashboarding
4. Chat engagement
5. Content presentation
6. Ticket management for end users
1. External and internal Support tickets management
2. Managing a paid service for our customers
3, Reporting and dashboarding
4. Chat engagement
5. Content presentation
6. Ticket management for end users
Solve your backlog emails with Zendesk Support Suite
What do you like best about the product?
I love the fast implementation and quality support of Zendesk Support Suite. Their technical support when this application is down is swift. I love the differentiation in tickets as new, open,pending and solved. You can mark tickets according to priorities starting from high priority to low priority. I really love how this ticketing software helps as clear our email backlog.The ability to merge tickets from the same person make it more better and nice.
What do you dislike about the product?
I would recommend adding more features in Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a help desk support ticketing software to reply t clients emails, chats and phone calls
Recommendations to others considering the product:
The best help desk in the market. Collaborate within your organization with Zendesk software to solve the customer emails and support live chats.
Long-time customer, long-time fan!
What do you like best about the product?
Zendesk Support is by far the daily driver for me. I have been a Zendesk Admin for nine years and looking forward to many more!
What do you dislike about the product?
Zendesk Explore is a relatively new product line, which suffers from option overload and less friendly dashboard management features than the third-party product Explore replaced. I am confident that with time, they'll find improvements here.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support, Chat, Guide, and Chat to service our customer base. The benefits are too numerous to list; however, it is worth suggesting that if you continue to serve your customer base from a lesser workflow like email, then you are surely missing out on what Zendesk can teach you about your customer base.
Recommendations to others considering the product:
Zendesk has meteoric growth for a reason! They have a truly exceptional product and supportive team, and I remain an ardent user and supporter of this fantastic company!
Great product for our support team, CS team, and customer experience dynamic and highly configurable
What do you like best about the product?
Agent workspace, Guide module, Explore (Reporting)
What do you dislike about the product?
Expensive, relatively. Support has been inconsistent but has improved.
What problems is the product solving and how is that benefiting you?
Scalability and ease of expansion. Knowledge base for internal processes as well as customer-facing.
Reporting and data driven decisions.
Reporting and data driven decisions.
Simple and easy
What do you like best about the product?
Zendesk is simple; easy to use and easy to configure. It fits perfectly with our needs!!
And its large App marketplace makes a difference too.
And its large App marketplace makes a difference too.
What do you dislike about the product?
The only thing I remember at the moment is the price. If it were cheaper, we would definitely increase the number of features we use as they are very interesting and would definitely be an asset to us.
What problems is the product solving and how is that benefiting you?
It allows us to track and resolve customer issues from one unified location. Our consultants have increased their efficiency as they can collaborate, understand customers' history, and thus provide better support. We no longer miss customer requests and we can easily understand the load of the teams, their performance, and trends. And, in this way, plan and improve the responsiveness of each agent in order to improve customer experience.
After more than 5 years of using Zendesk every time I´m adapting it to our business I smile :) :) It´s really exciting to work with this tool!!! And having more and more applications that we can use and integrate with it increases its potential.
I can say that I am a promoter of Zendesk as I have recommended it to friends several times and continue to do so!
After more than 5 years of using Zendesk every time I´m adapting it to our business I smile :) :) It´s really exciting to work with this tool!!! And having more and more applications that we can use and integrate with it increases its potential.
I can say that I am a promoter of Zendesk as I have recommended it to friends several times and continue to do so!
Recommendations to others considering the product:
A great tool that will help you a lot with your operations!! You won't regret it.
Some key benefits are teams' efficiency and a great customer experience.
Some key benefits are teams' efficiency and a great customer experience.
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