Zendesk Suite
ZendeskExternal reviews
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Good customer support system for our small business
What do you like best about the product?
Easy and simple to use for agents while giving admins a great amount of overall information.
What do you dislike about the product?
Some features would be great to have in the "Support" view, like adding macros.
What problems is the product solving and how is that benefiting you?
We are in constant communication with our customers, and the open tickets view is particularly helpful for all agents to be on the same page.
Good for customer service
What do you like best about the product?
Calling within the web browser application- I like the possible integration of the software with Zardama cloud calling solutions; this has made us serve clients through calling where they can request a callback, or they can call our Zardama phone number, which we integrated within Zenesk to help us manage communication in one place.
The calls provide good audio quality with the ability to filter unwanted background noise; the IVR menu as well helps us to guide clients according to their selections; they are routed to the correct support department and hence being more organised
The calls provide good audio quality with the ability to filter unwanted background noise; the IVR menu as well helps us to guide clients according to their selections; they are routed to the correct support department and hence being more organised
What do you dislike about the product?
The software is so expensive for smaller businesses to use the valuable plans with more business support and helpful features. It would cost us $99/month per agent to use the tool to meet our business needs, which at times affects our ROI. They often do product maintenance and release more features but unfortunately they do not update the knowledgebase simultaneously
What problems is the product solving and how is that benefiting you?
We use the Interactive Voice Response (IVR) to provide self-support to clients by choosing selections; they can press 9 in case they need assistance so the call can be routed to any agent. We use the tool to provide customer support through different channels like calls using zendesk call integrated with zardama. This helps our clients to call us anytime and respond to their calls through zendesk in the web browser.
Call recordings are used to train operators on how to handle clients. Zendesk has helped us to grow and heas increased our revenue
Call recordings are used to train operators on how to handle clients. Zendesk has helped us to grow and heas increased our revenue
5 years I work on Zendesk, I haven't found a better CRM
What do you like best about the product?
The ease of integration of new channels. For me, Zendesk is like an Ikea furniture: easy to build, with multiple possibilities of customization and parameterization
What do you dislike about the product?
The few possibilities of parameterization under Guide: No possibility of cloning articles, an article cannot appear in several categories...
Support: no more possibility to send a message via form,
Support: no more possibility to send a message via form,
What problems is the product solving and how is that benefiting you?
Agents stay on the same screen, without having to change screen at each logicle: 1 screen for the chat, one for the telephony, one for the mails, one for the knowledge base....
Powerful workflow creation tool, which allows to reduce the volume of requests
Powerful workflow creation tool, which allows to reduce the volume of requests
Thorough and Efficient Responses from their team!
What do you like best about the product?
The responses from the team were fast and thorough. They confirmed a question we had and also provided additional resources to view.
What do you dislike about the product?
I struggle with finding a ticket once it's submitted and assigned to someone else. It seems like if you don't have the ID, it's hard to find.
What problems is the product solving and how is that benefiting you?
We're likely going to purchase a license for Zendesk since the product is what we are looking for to support our customer base. And the sales team is very responsive, friendly and knowledgable!
Always available in a pinch!
What do you like best about the product?
Zendesk is the lifeblood of our customer support system, and anytime there we have a question or any difficulty, it's always easy to get someone from support to help us get it resolved quickly.
What do you dislike about the product?
Many of the wonderful features provided by Zendesk assume that the companies using Zendesk have a more robust staff, thereby making some tools not flexible enough to be tailored to our needs.
What problems is the product solving and how is that benefiting you?
It keeps all of our customer communication organized, provides ways of visualizing what they are saying to us, and enables us to take both corrective and proactive actions.
Pros and cons but overall worth the investment
What do you like best about the product?
Zendesk's main pros include the quality and efficiency of the email-based ticketing and the range of options for customizing user guides. Additionally, their Support team is among the faster responding and more thorough of other CMS systems.
What do you dislike about the product?
While the Suite contains a full spectrum of support options, the format of phone support and chat does not work efficiently in conjunction with email for small teams whose roles' encompass all forms of support (chat, email, call). For teams that are able to distribute the type of contact to different teams, the system would work fine, but for teams that cannot, it is inefficient to source all support through the Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
The Suite enables efficient email communication with our users and the ability to publish extensive user help guides. The help guides in particular have allowed our team to remain small but still provide an excellent level of support to our users.
Great, all in one tool
What do you like best about the product?
Easy way to communicate with customers across all channels.
What do you dislike about the product?
Some critical details that would streamline service are missed and the support team don't always know the best workaround.
What problems is the product solving and how is that benefiting you?
Allowing us to effectively communicate with customers in one place regardless of the method of contact they choose.
Well designed, clean and understandable support platform.
What do you like best about the product?
The possibility to connect externally made plugins and integrations.
Clean and easy interface.
Clean and easy interface.
What do you dislike about the product?
Lack of sorting of attachments in tickets.
Limited functionality of spam prevention and incoming tickets filtering.
Limited functionality of spam prevention and incoming tickets filtering.
What problems is the product solving and how is that benefiting you?
Routing of tickets and trigger functionality improves the reply time on issues.
Good and fast service.
What do you like best about the product?
Easy to use, quite intuitive, the community is large so one can find all the needed info fast.
What do you dislike about the product?
All is good. There is nothing to dislike here. If plan A doesn't work, there is always plan B available.
What problems is the product solving and how is that benefiting you?
Customer support issues, integration issues, spam, etc.
Great but complicated
What do you like best about the product?
I like the email ticketing system the best and how you have a 360 view of the customer.
What do you dislike about the product?
Zendesk explore, it's too complicated to use. It's also hard to have visibility of your agents, whos logged in at what time and at what ticket.
What problems is the product solving and how is that benefiting you?
It's helping us report on our customers communication to improve products/services
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