Zendesk Suite
ZendeskExternal reviews
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Improved efficiency and customer satisfaction
What do you like best about the product?
Zendesk has helped us in a very remarkable way to centralize all the points of contact with our community in one place. This has resulted in better team efficiency and a better customer experience. Our agents find it very easy to collaborate with each other to resolve the tickets we receive. It would have been very difficult for us to maintain the efficiency of the team during the COVID-19 crisis, but with Zendesk we were able to ensure that no channel was left unattended and our response time was hardly affected. With Zendesk, we see ourselves ready to take on growth targets as its scalability sets no limits for us.
What do you dislike about the product?
The initial setup and configuration is a lengthy process but not difficult to accomplish. The integration with Magento 2 is complex to implement. I would like to be able to send tickets automatically using an app connector like Zapier. I found the analytics section easier to understand years ago. There are some KPIs that I don't know how to get information on now.
What problems is the product solving and how is that benefiting you?
We have reduced the response time to all messages from our customers. We have managed to consolidate all points of contact with our customers on a single platform and in a collaborative way among all members of our team. In our case we have centralized emails, responses to contact forms, chat, calls and messages through social networks in one place. With the statistics part we have been able to visualize exactly the number of queries we receive and the response time almost in real time.
Recommendations to others considering the product:
If you are looking for a scalable solution ready for the growth of your digital business, Zendesk will be a great help to manage your internal customer service resources.
Zendesk Support Review
What do you like best about the product?
Zendesk Support was fast and efficient. I was kept in the loop the whole time.
What do you dislike about the product?
There were no downsides. Everything was fast and prompt.
What problems is the product solving and how is that benefiting you?
We had an outage and they were able to get back to us fast so we could conduct business.
Intuitive and seamless
What do you like best about the product?
Everything is all in one place. Calls, texts, emails, and chat. It's such a seamless system to have everything set up together instead of navigating multiple sites.
What do you dislike about the product?
Some calls aren't always successfully recorded with no reason or warning as to why. It can also be a little difficult to construct triggers and SLAs that make sense and applies correctly. One wrong rule breaks the whole thing.
What problems is the product solving and how is that benefiting you?
Communication!! We have access to history of all prior communication with each returning customers/clients so it helps keep track of everything and better assist them with context we can easily access.
Recommendations to others considering the product:
Definitely utilize the help center and Zendesk Live Chat for any questions you have about using the system.
Very intuitive and helpful
What do you like best about the product?
I like its simplicity. We are a small team, and we can set our workflows with it in a fairly easy way. Setup is easy, and integration with other tools we use like ClickUp has become unreplaceable.
What do you dislike about the product?
We need better statistics in cheaper plans. We haven't had the chance to try the more expensive plans, but the provided statistics could include longer periods of time.
What problems is the product solving and how is that benefiting you?
We do end-user support through Zendesk. We consider it a reliable tool after 5+ years of using it.
Recommendations to others considering the product:
Always explore the different modules they provide and make sure to take advantage of them. There are lots of them! You can always start small and then add new features.
Great support so far, much better than our old way of servicing clients with outlook
What do you like best about the product?
Ticket archiving, we can't lose emails anymore. user friendly
What do you dislike about the product?
not possible to have cc's entered when a client submits a ticket. it would be useful.
What problems is the product solving and how is that benefiting you?
Saved a lot of time with automations. We dont lose emails anymore either. better tracking of agents stats
Recommendations to others considering the product:
Automate as much as possible!!!
Best support software I have used
What do you like best about the product?
I like that Zendesk is very easy to use and set up. It's great right out of the box without needing a lot of customizations.
What do you dislike about the product?
I do wish some features were more flexible, such as being able to edit the picklists that are used on the tickets. You can add more, but I would like to customize the built in picklists that are already included.
What problems is the product solving and how is that benefiting you?
We needed a solution to manage all of our helpdesk requests. This has made it much easier than using a shared mailbox.
The best omnichannel solution!
What do you like best about the product?
Very elastic/scalable solution!
Lots of integrations and apps on the marketplace and possibilities to build bespoke integrations.
Lots of integrations and apps on the marketplace and possibilities to build bespoke integrations.
What do you dislike about the product?
Sometimes their support, but can always choose support from a reseller partner in your region!
What problems is the product solving and how is that benefiting you?
Omnichannel support! Answer requests from all contact channels around the organization in one seamless interface.
Recommendations to others considering the product:
Scalable and open for integrations solution!
The best customer support platform out there!
What do you like best about the product?
Zendesk is our solution for handling the increase in customer support requirements as we expanded our company. We needed a tool that would be able to provide us with robust features (macros, automation, etc.) without a steep learning curve. Zendesk provides that!
What do you dislike about the product?
There are some features that are cost-prohibitive for us (SLAs etc) as a small startup. Additionally, the automation and business rules can be quite limiting. It would greatly help us to be able to organize our tickets in a more productive manner. Additionally, there are some limitations (read receipts, etc) that we've had to implement in the marketplace. It would be great to not have to pay extra for simple features like that.
What problems is the product solving and how is that benefiting you?
Handling a large number of customer support inquiries and providing a centralized platform for all that support. It also has multiple channel support and a nice api integration which allows our customers to truly feel that our support is robuts. Zendesk provides many integrations with our other platforms, which has made our entire customer experience ecosystem thrive!
Great product for CRM. Customer Service is first-rate.
What do you like best about the product?
The UXI is very easy to navigate. I did not need training. It provides what you need in a simple style.
What do you dislike about the product?
The font utilized is skinny. I requested an update for this feature. Customer service was able to provide a quick solution in the interim.
What problems is the product solving and how is that benefiting you?
Ticketing system.
When it comes to ticketing systems, Zendesk is the way to go.
What do you like best about the product?
The price is very affordable for enterprise needs compared to other ticketing systems in the market.
Zendesk offers 24/7 support through live representatives. It easily integrates with 3rd party applications that are essential in our organization.
Zendesk offers 24/7 support through live representatives. It easily integrates with 3rd party applications that are essential in our organization.
What do you dislike about the product?
They do not have a free version for users who don't want it for enterprise needs.
There is no Desktop version of the software for both Windows and Mac
There is no Desktop version of the software for both Windows and Mac
What problems is the product solving and how is that benefiting you?
We use Zendesk to respond to customer emails and queries from social media. The live support feature is very aggressive and easy for me to use.
Recommendations to others considering the product:
It is effortless to use and the best for integrations with other applications
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