Zendesk Suite
ZendeskExternal reviews
6,522 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great tool for customer facing, not fully ITIL
What do you like best about the product?
The ease of use, the easy interface, the easy on boarding of users, and the vast amount of reporting features to name a few.
What do you dislike about the product?
Not fully ITIL, does not have essential ITIL tools.
What problems is the product solving and how is that benefiting you?
Great customer facing tool.
Excellent all-rounded for customer support
What do you like best about the product?
The number of features available for collaboration and customer service. Improved efficiency, productivty and quality with tools such as macros, triggers and automations. Automatic collection of CSAT. Answerbot and live chat.
What do you dislike about the product?
Sometimes support can be a bit slower to access, and there seems to be regular bugs/downtime on certain parts of the product. Some of the product can be a bit 'rigid' rather than customisable.
What problems is the product solving and how is that benefiting you?
Email and live chat customer support, help centre articles and analytics.
Even better than expected!
What do you like best about the product?
The guided onboarding and ongoing, quick support after the official training appointments via Slack.
What do you dislike about the product?
Some functions are not yet fully developed and therefore take more time to build dialogs, e.g. you can't put different buttons on one level.
Furthermore, some error messages are only visible in the live chat and not directly in the tool, which is why you don't notice them directly.
Furthermore, some error messages are only visible in the live chat and not directly in the tool, which is why you don't notice them directly.
What problems is the product solving and how is that benefiting you?
The chatbot performed very well for us right from the start. After a short time, it was already able to cover more than 50% of the requests.
Zendesk is vast tool, and you need to learn lot on the way to set it up according to requirements.
What do you like best about the product?
It works 99% of the time perfectly with no outages, downtime
Less buggy
Less buggy
What do you dislike about the product?
The long waiting queue for chats
Agents not really fully aware of their own FAQ's and product, and how it works
They take longer for technical issues to be resolved.
Chat doesn't support Macros from Zendesk support, need to add manually
Reporting isn't that easy
Email delivery issues sometimes, but its painful
Agents not really fully aware of their own FAQ's and product, and how it works
They take longer for technical issues to be resolved.
Chat doesn't support Macros from Zendesk support, need to add manually
Reporting isn't that easy
Email delivery issues sometimes, but its painful
What problems is the product solving and how is that benefiting you?
Most useful feature/product line:
1) Child ticket and side conversations - Different departments are able to collaborate easily without actually paying for license count
2) Integration with Slack, Integration with Trustpilot - helps us to be on top of every feedback from the user, can easily update comments in Zendesk via slack
3) Different apps are available in the marketplace for support, talk & chat
4) Zendesk messaging - Integration to most of social media platforms are available
1) Child ticket and side conversations - Different departments are able to collaborate easily without actually paying for license count
2) Integration with Slack, Integration with Trustpilot - helps us to be on top of every feedback from the user, can easily update comments in Zendesk via slack
3) Different apps are available in the marketplace for support, talk & chat
4) Zendesk messaging - Integration to most of social media platforms are available
Recommendations to others considering the product:
NA
Great CRM
What do you like best about the product?
Well organized and comfortable.
The graphics are superb.
The graphics are superb.
What do you dislike about the product?
High price and many actions and changes are too restricted.
What problems is the product solving and how is that benefiting you?
Customer service, delayed shipping, cancellations, etc...
Many feature but simple to use Help Desk solution
What do you like best about the product?
Zendesk is very customizable to exactly what you need as a solution for your customer support department. The dashboard is very easy to navigate. It is reasonably priced. The AI-based chatbot for responding to questions for customer support is fast, smart and efficient. The internal and external support articles are easy to build and findable.
What do you dislike about the product?
It takes resources and time to be able to get Zendesk set up. Training is expensive and additional features can be pricey.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to scale our customer support department effectively, at a reasonable cost for our basic setup. Zendesk has a very good chat feature and a unified communication system. Zendesk provides a central hub for all our customer support roles and responsibilities.
Zendesk
What do you like best about the product?
Zendesk does almost everything we need it to for our company.
What do you dislike about the product?
It can sometimes be difficult to find solutions to problems. However, the help articles are many and live chat can be super helpful depending on the agent you get. No individual voicemail boxes and other various features are lacking.
What problems is the product solving and how is that benefiting you?
It's a great way to keep track of customer complaints/requests
A Useful & Helpful Tool
What do you like best about the product?
The support feature of Zendesk is a really straightforward way of getting help whilst you are still working on what you are doing on Zendesk at the same time. It had a clear outline at the start of what section I needed help with, and had the option for a chat bot and if that did not help then it was easy to get help from a human advisor. The advisor was super friendly and explained things in a way that was jargon-free and easy to understand for someone like me who isn't hugely tech savy. Even though my question was a bit of a silly question I realised in the end, the advisor did not make me feel like I had asked a stupid question and instead explained everything helpfully like it was a valid question.
What do you dislike about the product?
Sometimes it stays on every page if you have multiple pages and sometimes it doesn't, meaning the chat disappears and you get disconnected. It would be more beneficial if the chat feature was accessible at all times from every page you open on Zendesk if you have the chat open. This means you can work while waiting for a response from an agent and do not have to worry about accidentally closing the page and losing the chat. Instead, you would be able to pick up where you left off.
What problems is the product solving and how is that benefiting you?
I recently solved how to access a certain app which was hidden and I was trying to figure out why this was. I was attempting to use quick merge as a way of being able to see how many tickets there were for a particular customer, and this app allows you to merge all tickets that are there into one to make things more efficient. I noticed that on one ticket that is was showing the app as hidden and I could not figure out how to make it unhidden. Support helped me realise that it the app will show as hidden when there are no other tickets from that person to merge.
Recommendations to others considering the product:
The support feature of Zendesk is a really straightforward way of getting help whilst you are still working on what you are doing on Zendesk at the same time. It had a clear outline at the start of what section I needed help with, and had the option for a chat bot and if that did not help then it was easy to get help from a human advisor. The advisor was super friendly and explained things in a way that was jargon-free and easy to understand for someone like me who isn't hugely tech savy.
Zendesk = flexibility and ease of use for smaller companies, but also offers enterprise solutions.
What do you like best about the product?
Agents are incredibly diligent and willing to help.
What do you dislike about the product?
Finding the live chat is not always easy; maybe a quicker way of contacting a live agent would be better.
What problems is the product solving and how is that benefiting you?
Usually, things that I can not find in the help center.
Zendesk Support review
What do you like best about the product?
Customizable features are great. Having calls and emails in one place is super convenient.
What do you dislike about the product?
Some features don't interface with others. I can't make a View with the condition that searches a string in a text custom ticket field.
What problems is the product solving and how is that benefiting you?
Keeping calls and emails for our customers in one place. Managing our Support articles internally and externally.
Recommendations to others considering the product:
Study up, so you know how to use the tools provided!
showing 1,781 - 1,790