Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Very accommodating agents!
What do you like best about the product?
The agents are always ready to assist any concern!
What do you dislike about the product?
None - the agent was able to answer my question.
What problems is the product solving and how is that benefiting you?
Resolving spam emails
Professional customer advocate tool
What do you like best about the product?
Zendesk has a variety of features we like at our company:
1. Integration- the tool can be integrated with standard tools like social media platforms that help us communicate to clients from their favourite social media platforms from one zendesj, increasing customer support productivity. Mailchimp integration helps us to create and send campaigns to our subscribers from zendesk, and the integration with Trustpilot helps us to respond to reviews within the desk.
2. Customization; I like the possibility of customising and editing triggers. Customising the chat widget and customising custom support email using the DKIM and SPF records has given us total brand uniformity and a professional overview of our help centre using our custom URL.
1. Integration- the tool can be integrated with standard tools like social media platforms that help us communicate to clients from their favourite social media platforms from one zendesj, increasing customer support productivity. Mailchimp integration helps us to create and send campaigns to our subscribers from zendesk, and the integration with Trustpilot helps us to respond to reviews within the desk.
2. Customization; I like the possibility of customising and editing triggers. Customising the chat widget and customising custom support email using the DKIM and SPF records has given us total brand uniformity and a professional overview of our help centre using our custom URL.
What do you dislike about the product?
Though the tool is excellent, it is perfect for smaller enterprises with a good ROI. The smaller package of $49/month/agent, assuming you have ten operators, would mean $490/month, and this is so expensive to smaller businesses, yet you need to pay the operator independently.
The tool requires some technical skills to get everything right, like verifying DNS record for CNAME and SPF require little technical skills to get everything started and working out well which may need some extra additional cost if you do not in-house technician
The tool requires some technical skills to get everything right, like verifying DNS record for CNAME and SPF require little technical skills to get everything started and working out well which may need some extra additional cost if you do not in-house technician
What problems is the product solving and how is that benefiting you?
It was hard and time-consuming to respond to clients independently from different platforms. Integrating Zendesk with social media platforms like Facebook, Twitter, WhatsApp, email and Instagram saved us 8 hours we could use in responding to all inquiries. We are more productive as far as customer service is concerned. I use the insights, feedback, and rating to understand how to support operators working with clients for training purposes and create a report for our CEOs and senior support operator manager.
Customizinf, the tool like chat widget and emails, has given us a professional look because of brand uniformity and hence a more trusted brand to our clients, which improves sales and positive feedback from review sites
Customizinf, the tool like chat widget and emails, has given us a professional look because of brand uniformity and hence a more trusted brand to our clients, which improves sales and positive feedback from review sites
Great service and useful tool
What do you like best about the product?
The tool is much simpler than other support ticket services I have used. Macros allow me to work faster and more productively.
What do you dislike about the product?
Errors are often unclear and unhelpful. I would rather have more elaborate error messages.
What problems is the product solving and how is that benefiting you?
Zendesk allows my organization to handle a lot of support tickets in an organized manner and macros allow us to do so more quickly.
Head of Customer Support
What do you like best about the product?
It is so easy to track the communication with the client and to handle all the emails you get daily. Also, you can very easily see the work of your colleagues, which helps new people to learn.
What do you dislike about the product?
Never had an issue with Zendesk's interface or encountered a bug actually. Everything is so smooth. I would like to be able to have more metrics in my plan maybe, but generally not something I dislike.
What problems is the product solving and how is that benefiting you?
It is easier to manage many tickets, go through the various threats, collect information (like mean response time) and finally, retrieve previous communications.
Great support on a holiday!
What do you like best about the product?
I liked the ease of being able to use the chat feature once I found it. It was simple, and the representative helping me resolved the issue promptly.
What do you dislike about the product?
I had previously emailed support, not knowing there was a chat option so I had many follow up requests trying to handle my issue that was was already resolved. Maybe have chat option as first line of resolve.
What problems is the product solving and how is that benefiting you?
The request was regarding closure of tickets on a holiday
Superb Ticketing System
What do you like best about the product?
The ability to manage requests in an organized and streamlined manner. The best feature about the platform is the ability to customize it to your liking. Two different Zendesk environments can look entirely different and function in different manners, which shows how versatile the platform is.
What do you dislike about the product?
They recently cut out their phone support, which is unfortunate, so now you're stuck to email and live chat.
What problems is the product solving and how is that benefiting you?
Organizing all IT related support requests.
Adding Services
What do you like best about the product?
Ticketing and ease of use. We have written some custom scripts
What do you dislike about the product?
Adding new services and getting a refund
What problems is the product solving and how is that benefiting you?
ticketing
Support regarding JIRA integration
What do you like best about the product?
The assigned agent was very precise with their replies and was able to share the exact article that resolved the issue at hand. This helps a lot in saving our time by looking for ways and avenues to solve the current issue at hand.
What do you dislike about the product?
The only thing that I disliked about the support experience was that it wasn't instantaneous. The agent was taking a lot of time to reach back which kept the whole process of getting a resolution paused at times.
What problems is the product solving and how is that benefiting you?
Daily day-to-day operations are made very easy wherever and whenever we are stuck at any given point. Along with the article recommendations, the articles themselves are written in a way that there is not too much effort required in terms of understanding the same.
helpful
What do you like best about the product?
the support team very helpful, and they responded quickly and effectively
What do you dislike about the product?
there's nothing bad at all, it's easy to use
What problems is the product solving and how is that benefiting you?
maybe the SLA if it's faster it will be great
Customer Support for new brand
What do you like best about the product?
Really smooth learning curve with tons of online documentation in Spanish and responsive Account Managers. A tool that you can configure on the fly and DIY - no need for being a techie.
What do you dislike about the product?
When requesting support from Sales Dptm, better contacting your KAM instead of trying on the chat. On the architectural side, I'd like to add the same fields to different ticket types instead of having to duplicate fields.
What problems is the product solving and how is that benefiting you?
I do like two features: 1. the Guide module and the ability to reuse the content as part of the answers at the chatbot, and 2. the add-phone line feature, so easy to deploy.
showing 1,731 - 1,740