Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Zendesk is easy for both agents and customers to use
What do you like best about the product?
Zendesk is easy to learn for both agents and customers.
Love the ability to create either group or individual views, depending on the need. We can easily add categories to identify the types of requests we are getting. And customers can easily find articles we've posted for self-help.
Love the ability to create either group or individual views, depending on the need. We can easily add categories to identify the types of requests we are getting. And customers can easily find articles we've posted for self-help.
What do you dislike about the product?
While it is rare to have any issue with zendesk, customer service is not always properly equipped to handle the situation. With my last ticket with them, it seems I understood how the software worked better than them
It can be hard to run any type of analysis on categories/tags that have sub-headings. (For example we might have user: new and user: education. Can run analysis on either separately but not as a group.)
It can be hard to run any type of analysis on categories/tags that have sub-headings. (For example we might have user: new and user: education. Can run analysis on either separately but not as a group.)
What problems is the product solving and how is that benefiting you?
Makes it very easy to see what kinds of issues our customers are running into and share solutions among the agents. It is more efficient than trying to follow a trail of emails because it's all right there under the agent and/or category.
Well organized, insightful, and knowledgeable about the issue at hand.
What do you like best about the product?
Having a real person to be able to interact with to help identify or solve the issue that is occurring.
What do you dislike about the product?
Potential waiting times between opening the message and being matched with a live support agent, occasional long wait times between messages sent (varies depending on demand at the time the chat was created).
What problems is the product solving and how is that benefiting you?
Emails being sent to our support address do not always create a Zendesk ticket, sometimes we'll only find out about an email that was sent to us because a customer will call and ask for an update on their support request and why we never responded to them (because the Zendesk ticket was not created).
It's the service that you definitely have to use if you don't want customer service becomes a burden
What do you like best about the product?
The capability to configure messages from different sources and use triggers and automation to get things done without human interfering.
What do you dislike about the product?
It could be a bit difficult to understand at the beginning. But once you dig into it, it's going to rock your world.
What problems is the product solving and how is that benefiting you?
We can see and address questions/issues in the same place. This saves a lot of time going back and forth. And it also combines messages from the same person sent to different sources.
keep up the good work
What do you like best about the product?
helpful support team on every perspective
What do you dislike about the product?
Cost is slightly high but i believe it is worth for the money
What problems is the product solving and how is that benefiting you?
enable every possible channels to keep our engagement with customer
Helpful but slow to respond
What do you like best about the product?
My problem was taken care of, but it took about a week, with getting my representative involved.
What do you dislike about the product?
I do not like that we are a low priority because of the number of licenses. We shouldn't be prioritized that way. We also should be able to have some basic help without paying thousands of dollars each time.
What problems is the product solving and how is that benefiting you?
We were reducing the number of licenses on our account due to a RIF in the organization. After a week, this was not resolved, then I was told it was, and then we were charged for the previous number of licenses. That was resolved, and I requested some help from our rep with Zendesk chat. I was then given articles and told that my customer success person couldn't help me, it's a couple thousand dollars.
revolutionized our support desk
What do you like best about the product?
super easy to implement and has a lot of add on apps. it meets our needs and can expand to new features in the future
What do you dislike about the product?
exporting data like articles to another system will be a pain
What problems is the product solving and how is that benefiting you?
increased efficiency of support desk by 30% compared to working in Outlook
Zendesk experience
What do you like best about the product?
integration with SF and other applications
What do you dislike about the product?
nothing really as i think ZD has been very helpful
What problems is the product solving and how is that benefiting you?
manual processing of support inquiries which becomes very tedious when done through emails
Great Product with an Easy Entry for point Administration
What do you like best about the product?
Zendesk is one of the easiest tools to administer at our company and has proven to be one of the most powerful tools for our operations.
We have been able to automate tasks with/without our internal tech resources and made our customer experience all the better.
We have been able to automate tasks with/without our internal tech resources and made our customer experience all the better.
What do you dislike about the product?
Zendesk can be slow to resolve issues and has a relatively slow response to issues. Many times when reaching out to support I've been shared FAQs that do or do not address the issues at hand. But generally, it's an easy system to troubleshoot.
What problems is the product solving and how is that benefiting you?
Zendesk solves the task of tracking our customer journey from beginning to end and has given our product team direction to plan, and attack customer pain points.
Many great features, several downfalls
What do you like best about the product?
The shared inbox is great to be able to ensure customers are getting rapid support and attention. We love the text feature so we can provide support via text.
What do you dislike about the product?
There is no control over suspended tickets. Even if you whitelist certain organizations, many very important tickets are in suspended. Even emails from zendesk.
What problems is the product solving and how is that benefiting you?
We like to offer customers the option to text their questions.
Quick & Easy Support
What do you like best about the product?
Time of response, ease of use and agent knowledge.
What do you dislike about the product?
The fact that I had to contact Support in the first place.
What problems is the product solving and how is that benefiting you?
I was able to access the mobile app which allows me to do work remotely more efficiently.
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