Zendesk Suite
ZendeskExternal reviews
6,481 reviews
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Always friendly, always helpful
What do you like best about the product?
Support has always been very friendly and thorough. I don't always get a resolution immediately, but I always get a resolution. I also like how tickets are responded to in a chat window.
What do you dislike about the product?
Sometimes the wait time for responses is a bit long, but this is a very minor complaint. Most often the wait time is so an agent can properly look into the issue and provide a complete response or solution.
What problems is the product solving and how is that benefiting you?
All of the issues I've contacted support about have been roadblocks to effective communication with our customers, the benefits of this are obvious - without effective communication with our customers, we wouldn't have a business!
Helpful and Follow-up
What do you like best about the product?
I love the chat option. Having worked on a Support Team myself, tickets can get impersonal and long to deal with, whereas the Zendesk chat option has always provided the help I needed. If not directly in the chat, then with a follow-up email and/or planned call.
What do you dislike about the product?
I dislike being provided links to the Help Center to look up my issue as a means to resolve my chat ticket and/or close the chat. The FEW times that it's happened, I found that a little lazy but everyone has their days, I get it!
What problems is the product solving and how is that benefiting you?
I'm a technical content specialist (technical writer), so normally my questions are regarding this that are not working and/or breaking in my article and causing issues for my customers to access important information.
Quick and efficient
What do you like best about the product?
The online assistance is quick and knowledgeable. I always find they have the solution.
What do you dislike about the product?
I prefer the option of phone or chat, as different circumstances call for different assistance.
What problems is the product solving and how is that benefiting you?
how to communicate quickly and efficiently with our customers.
Great for ticketing system, bad for call centre system
What do you like best about the product?
I love that it is relatively fast to get support or help with any issues you are having.
What do you dislike about the product?
Having to go through countless articles before getting anywhere!
What problems is the product solving and how is that benefiting you?
Daily bugs or question we may have.
Perfect Support
What do you like best about the product?
The platform is very helpful and their support.
What do you dislike about the product?
At the moment nothing, there is no option to hate.
What problems is the product solving and how is that benefiting you?
They need to enhance the chatbot creation tools.
Complete tool to interact in any contact channel. Talk module could be improved
What do you like best about the product?
Single interface for the entire configuration. Intuitive, easy to customize. Explore reporting very complete.
What do you dislike about the product?
Improvements: users interact through different channels at the same time and Zendesk does not have the ability to identify them automatically. The same for tickets. We do not like abusive telephone traffic rates. You have a lot of room for improvement here.
What problems is the product solving and how is that benefiting you?
Integration of all channels in a single tool. Unify internal processes improving the performance of support teams.
quick and helpful chat support
What do you like best about the product?
The configuration and setup is very agent as well as customer oriented. You only need to make any programming if you want really specific things.
What do you dislike about the product?
Zendesk is growing and then maybe losing focus on the core, i.e. customer support.
What problems is the product solving and how is that benefiting you?
We are B2B and our customers are working 24/7 around the globe. We can give them info in the Knowledgebase and record their remaining questions to be handled using office hours.
Great!
What do you like best about the product?
Straight forward talking, supported where needed.
What do you dislike about the product?
Nothing, The person i spoke to was easy, dealt with my query
What problems is the product solving and how is that benefiting you?
No issues
Zendesk user for more than 13 years.
What do you like best about the product?
Zendesk is very easy to use and I like help centre guide. Highly recommend to anyone who is looking for a solution to their business.
What do you dislike about the product?
If the price could be more competitive. However, I really like to use Zendesk.
What problems is the product solving and how is that benefiting you?
It has helped to improve on our Customer Support KPI performance for CSAT and FRT.
Helpdesk Help
What do you like best about the product?
The initial response time was originally 15 minutes but Earle responded within 3-4 minutes, and the longest wait time between my questions was never longer than 5-6 minutes.
What do you dislike about the product?
I think it was great. There wasn't much I didn't dislike.
What problems is the product solving and how is that benefiting you?
My members can email a simple email and that turns into a Zendesk ticket, but it somehow got unlinked, but Earle was able to troubleshoot and guide me and my IT person to a solution. And now we can get the support members need right away, and also track progress we're making.
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