Zendesk Suite
ZendeskExternal reviews
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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.
An orderly resolution which was quick and more importantly efficient!
What do you like best about the product?
The answers the CS team gave were to the point and were written with efficiency. The answers were mentioned in an orderly fashion and to be honest, they were just the way I like it. The best part of it was that I felt it was something that belonged to me and as if these were all the answers I was looking for from Zendesk for a long time. I am finally satisfied with the services of Zendesk. There is a lot left to explore with Zendesk and I hope I can fully utilize it in the coming years.
What do you dislike about the product?
To be honest, I did not like Zendesk at first. I was a salesforce user and found Zendesk a little bit out of date and not that compatible. However, when I actually used it for some time, I found that it is nothing less than salesforce. It is just as many features and probably even more integrations to offer. In the end, I found all the answers I was looking for and that is what matters.
What problems is the product solving and how is that benefiting you?
We are using Zendesk Support to run our day-to-day business. It is an easy-to-use platform. We have realized that we need to upgrade our plans to use zendesk to its potential and to actually get what we want from the product. Our current plan does not allow us to do the same. We are looking forward to upgrading ourselves in the future.
Recommendations to others considering the product:
Yes, I would recommend it if you are looking for a fast and efficient solution for your business.
Efficient and Effective!
What do you like best about the product?
Once you can connect with a live agent, the process is pretty quick, and you always get the answers to your questions.
What do you dislike about the product?
It took a while to find the chat with a live agent section rather than a bot.
What problems is the product solving and how is that benefiting you?
Providing user guides for both our internal staff and customers as well as track customer activities.
Recommendations to others considering the product:
View your guide in incognito mode/ signed out to see it as your customer might.
Exceeded Expectations
What do you like best about the product?
Zendesk Sell is fantastic. I can tell the developers took the time to include seasoned sales professionals to give input and suggestions.
What do you dislike about the product?
The one downside is the automation could be a little more robust.
What problems is the product solving and how is that benefiting you?
They been great helping me upload and organize leads.
Zendesk is a great support tool for customers.
What do you like best about the product?
I've used several CRM and Support driven systems and find that Zendesk is fantastic as it is in real-time, intuitive and effective. The macro system is also really effective in making it easier to respond to mass tickets.
What do you dislike about the product?
I do wish that Zendesk support more things to be a full suite of products, as we're using multiple software now and Zendesk is used specifically for support-related things.
What problems is the product solving and how is that benefiting you?
We're using Zendesk to respond to customer request and tickets.
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