Zendesk Suite
ZendeskExternal reviews
6,481 reviews
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Quick and efficient support
What do you like best about the product?
Customizable, easy to use, user friendly
What do you dislike about the product?
Occasional caching issues, hard to search historical cases easily.
What problems is the product solving and how is that benefiting you?
Automation
Zendesk is the best tool for any support team. We love it!
What do you like best about the product?
The ease of managing views, looking over a history of conversations, and managing SLA's and ratings for overall input in the ticketing system.
I've used SalesForce and Gorgias, and Zendesk is the most diverse when it comes to the type of users it can serve, it is not only e-commerce or only sales, it's everything!
I've used SalesForce and Gorgias, and Zendesk is the most diverse when it comes to the type of users it can serve, it is not only e-commerce or only sales, it's everything!
What do you dislike about the product?
It would be good that the User notes in the Agent workspace are related to the domain of the user (the company domain) rather than a specific user from that company. We are B2B business and we deal with different users from the same company, so leaving a user note in a ticket, does not help us when some other user contacts us, we would need to input another same note to have consistency.
What problems is the product solving and how is that benefiting you?
We wanted to solve the response time, and SLA is helping us manage that and get on top of the priority tickets. This is beneficial to us as it improved the customer's satisfaction.
Chat issues
What do you like best about the product?
The response has been very quick and helpful.
I liked that they provided screenshots to make it more visual.
I liked that they provided screenshots to make it more visual.
What do you dislike about the product?
Actually nothing, the rep was friendly and knowledgeable
What problems is the product solving and how is that benefiting you?
It helps to get quick tech and ops support without having to send hundreds of emails.
very intuitive and user friendly
What do you like best about the product?
being able to drag and drop files and being able to reference a ticket from anywhere in the system by just using numbers. I also like how the Internal Notes are also displayed.
What do you dislike about the product?
The spam filter or suspending emails can be a bit problematic as it has caused me to respond to ticket very late as it was suspened even though the user was already verified.
What problems is the product solving and how is that benefiting you?
For the most part the tickets that do come in is presented in a clear manner and the site is easy to read and respond to and I like the mobile app as well as i can respond when am mobile.
Sometimes I find zendesk very slow in customer service.
What do you like best about the product?
I've used other services and what I like most about Zendesk is its availability and security. Zendesk always works for my clients, my agents like the simple interface and that creates a lot of security for our team.
What do you dislike about the product?
I think customer service can improve, not all users are that experienced and sometimes when I turn to support I see that something can improve the relationship between us and Zendesk.
I also believe that improvements in support for partner apps could be implemented.
The apps are many and we don't know how to use them often. Invest in training so that the centers are more robust with partner apps.
I also believe that improvements in support for partner apps could be implemented.
The apps are many and we don't know how to use them often. Invest in training so that the centers are more robust with partner apps.
What problems is the product solving and how is that benefiting you?
Our company has developed an app to retain customers in stores, we have been using zendesk for many years to fulfill the items requested by customers via support, we have guide and support as our customer relationship channel.
Whenever customers encounter problems with our app, they use the zendesk relationship center to contact us, and we centralize all follow-up there.
Customers report problems with logging in to their app accounts, failures to count their points and other types of demands such as registration changes and others.
Whenever customers encounter problems with our app, they use the zendesk relationship center to contact us, and we centralize all follow-up there.
Customers report problems with logging in to their app accounts, failures to count their points and other types of demands such as registration changes and others.
Great software and support
What do you like best about the product?
I like the fact that I can easily see all tickets submitted by a user or org.
What do you dislike about the product?
I would like more control over the knowledge guide section as far as formatting the pages.
What problems is the product solving and how is that benefiting you?
Automation of reporting. I will not need to manually create weekly reports
Efficient and easy support
What do you like best about the product?
from the Automated responses that offered insightful tips to the prompt response time of the agent, my experience with Zendesk support was excellent!
What do you dislike about the product?
I have no negative feedback based on my experience
What problems is the product solving and how is that benefiting you?
Native Spell check within Zendesk. The answers on how to intigrate a extension spellcheck, like Grammerly, were great and very useful.
Zendesk makes Customer Service a walk in the park
What do you like best about the product?
The ability to manage and prioritise my customers tickets and the ease of use in managing it all. It makes customer conversations comfortable and natural.
What do you dislike about the product?
Because it is so open and free to use in its approach to access and functionality - it can cause new users to sometimes be inundated with so many options that it seems like a massive platform.
What problems is the product solving and how is that benefiting you?
Our Business to Customer interactions are faster and more efficient
Zendesk Experience
What do you like best about the product?
I love the user experience! Easy ways to create tickets, merge, and search.
What do you dislike about the product?
The chat box constantly pops up when I don't use it.
What problems is the product solving and how is that benefiting you?
It's able to keep our reported issues trackable.
Feedback: Felt Heard
What do you like best about the product?
This platform is very simple and easy to use. It's intuitive.
What do you dislike about the product?
I was almost moved to a different platform without my knowledge. Fortunately, after providing feedback I was able to stay with the platform that I have grown to love. Thank you for listening!
What problems is the product solving and how is that benefiting you?
The company that I work for never has had a work order system to log maintenance requests. This platform has allowed us to start storing data and building data to help get more people on my team to keep up with the requests and all of the tasks.
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