Zendesk Suite
ZendeskExternal reviews
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Very useful tool to help serve our seasonal business' customers
What do you like best about the product?
ZenDesk helps us keep track, unify and streamline all of our customer communication. It helps with emails, chats, phone calls, even connects to Facebook and Instagram. As well as provides a great and easy-to-build and manage FAQ section (Guide). Whenever we have any questions, their support team is always easily reached and helpful.
What do you dislike about the product?
Sometimes it's hard to find information on certain functionalities or features. The Admin interface is not the most user-friendly experience either. I often have to reach out to the support team for guidance.
What problems is the product solving and how is that benefiting you?
Helps us reduce the number of customers contacting us through multiple channels, helps customers get answers even before we reach back to them (through Guide and Answer Bot). Multiple extensions and automation help us solve customer queries faster. The Talk function transcribes messages for us, making a tremendous difference for our CSR.
If you are not sure if this product is for you, give it a try. I was a bit apprehensive at the beginning but now I see myself adding more and more ZenDesk products to our current setup.
They have an amazing trial structure so you can test it out before you fully commit.
If you are not sure if this product is for you, give it a try. I was a bit apprehensive at the beginning but now I see myself adding more and more ZenDesk products to our current setup.
They have an amazing trial structure so you can test it out before you fully commit.
Recommendations to others considering the product:
Please give their trials a try, they provide you with plenty of time to play around with different features before you make your decission.
Amazing support solution!
What do you like best about the product?
Extensions and integration capabilities. I love how you can integrate it with so many solutions. It's what makes Zendesk better tham any other support solution out there
What do you dislike about the product?
If i had to pick one thing i dislike about zendesk, it would be the pricing. It's the most expensive solution out on the market today, but it offers way more capabilities than any other solution
What problems is the product solving and how is that benefiting you?
Turnaround time, for one. Overlooking emails is also now a thing of the past.
Recommendations to others considering the product:
Finding the right subscription may be challenging. I recommend identifying 1) how many agent seats you need and 2) finding out your company's best interest/hot points such as whether or not they need custom analytics or a self service experience. These all play key roles in identifying the right subscription for you.
Inventory Manager
What do you like best about the product?
Simplicity, good support, friendly staff
What do you dislike about the product?
A little complicated to figure out some features without googling.
What problems is the product solving and how is that benefiting you?
Chat options, Love the translation from french to english, it does a very good job.
Recommendations to others considering the product:
Works better the more organized that you are within the ticket forms
Ready to use, out of the box solution for growing support teams
What do you like best about the product?
Self-service features, out of the box insights into support data
What do you dislike about the product?
Some in depth questions would be easier to discuss over the phone, though Zendesk's account management team is always willing to meet (just not on demand).
What problems is the product solving and how is that benefiting you?
We have limited documentation for team training, but Zendesk acts as a repository for information our team needs. It is simple to use and allows us to put our clients first rather than fight against our toolset.
Zendesk is a great tool for customer service. It makes connecting with customers easy
What do you like best about the product?
Ease of use and number of features on the platform to make support easy and quick to provide
What do you dislike about the product?
Occasional lags in the system but that is usually due to network error
What problems is the product solving and how is that benefiting you?
Helping customers with booking needs and ensuring they can. goon vacation and have a great time
Zendesk Believer
What do you like best about the product?
Simple for agents to understand. The search mechanism is fantastic!
What do you dislike about the product?
It is not as straightforward as I would like to implement predefined questions to ask when a chat session begins.
What problems is the product solving and how is that benefiting you?
We are ensuring that every customer's email is responded to in a controlled manner.
Nothing but good things to say about Zendesk
What do you like best about the product?
Excellent for collaboration in Support, very solid for reporting in Explore.
What do you dislike about the product?
End users searching in Guide don't always receive the search results you'd expect.
What problems is the product solving and how is that benefiting you?
We use Support to handle support requests from end users, Explore for reporting on that data, and Guide for hosting our product's Knowledge Base
Great ITSM tool
What do you like best about the product?
Ease of application use. It requires no training. Data glides through all the corners of the system smoothly. Insight was too good. Gives a lot of information about the teams' performance in various dimensions.
What do you dislike about the product?
Some improvement areas, dataset insight when we copied to my report it choked for a couple of hours.
Few CSV report exports had problems, when we tried to download and unzip the latest requested file, it failed after 60% of the extract. When reported to zendesk, after a couple of email exchanges, the development team accepted an underlying problem with the compressed file capacity. They replied to retry, hope that is working now.
Another metric in the model had the wrong formula. Not sure who was the owner, I corrected the metric formula and saved it. My report started to render properly.
Few CSV report exports had problems, when we tried to download and unzip the latest requested file, it failed after 60% of the extract. When reported to zendesk, after a couple of email exchanges, the development team accepted an underlying problem with the compressed file capacity. They replied to retry, hope that is working now.
Another metric in the model had the wrong formula. Not sure who was the owner, I corrected the metric formula and saved it. My report started to render properly.
What problems is the product solving and how is that benefiting you?
I did not have to go through any training, I explored myself and using it.
Insights helped me to make decisions and get overview of the teams performance and opened up few gaps in the system.
GoodData gave us stronger analytical tool to explore metrics and various dimensions and schedule them. So that we could communicate to all stakeholders.
It helped us integrate with many apps from the marketplace. Thats why, I say, data flows in smoothly.
As ITSM tool, it helped us organize the support system interms of collaboration, integrity and consistency.
Insights helped me to make decisions and get overview of the teams performance and opened up few gaps in the system.
GoodData gave us stronger analytical tool to explore metrics and various dimensions and schedule them. So that we could communicate to all stakeholders.
It helped us integrate with many apps from the marketplace. Thats why, I say, data flows in smoothly.
As ITSM tool, it helped us organize the support system interms of collaboration, integrity and consistency.
Recommendations to others considering the product:
Go ahead guys, this is seriously rocking. You will not regret anything. Great support and follow up by world-class software company
The experience has been great for my team & the support for any issues we have is super fast!
What do you like best about the product?
I love the advanced features with the Explore page options and all of the customizations for reporting you can do. We just implemented a third-party Instagram app to streamline DMs, and I was able to create my own report to calculate how many DM tickets we receive and solve daily.
What do you dislike about the product?
I wish it was easier to report on insights. Before the upgrade, we were able to see top ticket topics, and now its a bit trickier.
What problems is the product solving and how is that benefiting you?
I think being able to streamline customer outreach has been a huge benefit for my team. With the Support Suite, we can now see the different methods of communication from a customer appear all in one place.
Efficient and helpful!
What do you like best about the product?
My issue was handed off quickly to a support agent and they were able to give me good information on the status. Once they needed to work on this further they shared they would get back to me as soon as it was resolved. This did not happen. I would of loved to receive a follow up once the issue was resolved. Besides that I was satisfied and the issue was resolved.
What do you dislike about the product?
There was no immediate follow-up via email as requested
What problems is the product solving and how is that benefiting you?
Reporting issues. I find zendesk not to be very user friendly. Support has been great with answering questions we have.
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