Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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fast and simple service
What do you like best about the product?
the chat portal and their supporting service
What do you dislike about the product?
some features are not working in my area zone (Kuwait), Like Zendesk Talk
What problems is the product solving and how is that benefiting you?
only the issue of unavailablty of zendesk service availablty in my area zone of Kuwait, I already contacted the support team of zendesk and I hope that they can help in this case.
Makes the Customer Success role a Breeze!
What do you like best about the product?
I like how easy it is to customize for what our organization needs. The API integrations are seamless and allowed for us to use widgets and tools within the zendesk interface, making it the only application our reps needed to handle all customer interactions.
What do you dislike about the product?
I haven't found any yet, there are a lot of options, but if you spend a little time in the training guides, you will see how dummy proof they've made the software.
What problems is the product solving and how is that benefiting you?
This tool has taken what we used to do with 3 separate services and combined it all into one. We actually ended up saving money overall by moving to ZenDesk Suite!
Recommendations to others considering the product:
This is a best in class tool. While it may seem pricey at first, look at all the tools you are using and see how zendesk can replace most of them, leading to an overall cost savings.
Superb Support System
What do you like best about the product?
The functionality. Everything our company needs to provide excellent customer support to our customers is available at our fingertips. The statistics are helpful, and the layout is excellent to view the customer info and their inquiry. We have different mandatory ticket fields so that we can track issues in a useful way.
What do you dislike about the product?
As a smaller business, sometimes the features we would like to try are not part of our subscription plan, but I also understand you can't have it all for the lowest price.
What problems is the product solving and how is that benefiting you?
We are solving everyday issues that arise for our customers, as well as being able to track exactly how often these problems occur and where they are occurring.
excellent
What do you like best about the product?
ease of integration, easy to learn and basic
What do you dislike about the product?
There is no feature that I don't like except automation solutions
What problems is the product solving and how is that benefiting you?
simultaneous support of the only representative in chat and support channels
All in one - Excellent package
What do you like best about the product?
Everything can be distilled into one area, providing support across a multitude of channels, whilst having automations and triggers than can work to your needs
What do you dislike about the product?
Whilst there are a few gripes, and a few features are somewhat limited, most can be thought through logically and a workaround reached
What problems is the product solving and how is that benefiting you?
The ability to put all customers in one place, with support across Whatsapp, contact form, email, messenger and other routes - plus live chat - codifies and consolidates customer information, especially when linked with internal software to provide order transparency and history.
Only a few days in - but life changing so far A++++
What do you like best about the product?
Just the simplicity of having social media messages, emails from 3 different domains, live chats from 3 separate websites - all in the one really simple screen is saving me hours per day, not to mention a lot of stress.
What do you dislike about the product?
Nothing at this point - love it. I haven't yet tried all the features (SMS and calls)
What problems is the product solving and how is that benefiting you?
Time-saving and stress diminishing. Not having to check multiple platforms for correspondence is great.
Spam option
What do you like best about the product?
The agent resolved all my questions regarding why I was not able to mark tickets as spam.
What do you dislike about the product?
Nothing really, the agent answered all my questions in a timely manner.
What problems is the product solving and how is that benefiting you?
customer service.
Quick Concise Response
What do you like best about the product?
Material I provided from the start was reviewed at beginning of engagement.
What do you dislike about the product?
Interface was simple to use yet missing some options such as paste image directly into window and pop out.
What problems is the product solving and how is that benefiting you?
Company incident ticketing system reporting on agent utiiziation.
Great Support Team
What do you like best about the product?
I lvoe the fact that Zendesk have offered to do Zoom support- this was a fantastic idea and think this is the best way forward for businesses.
What do you dislike about the product?
The zoom solution was apperently a one off - this should be available to all plans.
What problems is the product solving and how is that benefiting you?
I think its great that the support team know the product inside out - this is helpful when getting support assistance - other companies, you need to transfer between departments to get a solution. Zendesk team are skilled at resolving issues first handed -
Meets our growing needs
What do you like best about the product?
Powerful features and lots of additional functionality when needed. Multiple logins, ability to sort tickets, explore light offers the right amount of data.
What do you dislike about the product?
I'd like to be able to add features without needing to contact someone at Zendesk.
What problems is the product solving and how is that benefiting you?
We're managing all of our customer support through Zendesk and I know we can scale without switching to a different tool.
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