Zendesk Suite
ZendeskExternal reviews
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good knowledgeable support
What do you like best about the product?
I like the bot on your support site, where I can type in my questions directly, I like the how to knowledge base
What do you dislike about the product?
Some agents are not as knowledgeable as others so a lot depends on the agent who takes your ticket
What problems is the product solving and how is that benefiting you?
helping us look into errors and glitches, and anomalies helping us move our business forward
So far our experience shows the sales team promised more functionality then there is.
What do you like best about the product?
The modern support tools as well as the flexibility and integration with related products.
What do you dislike about the product?
The documentation doesn't always line up and the sales team tends to over simplify ZenDesk's capabilities
What problems is the product solving and how is that benefiting you?
It is allowing us to work with our newer SaaS product customers that our old support tool would not integrate with.
Support quick, and accurate
What do you like best about the product?
I use Zendesk for our company customer support. We have several hundred users submitting thousands of tickets for things ranging from Technical questions to license renewals. Between triggers and automaton, we are able to handle this traffic with a core staff of 5 people - and only that many due to specialization within our product line.
We also use the API interfaces to Replicon, Jira, and Salesforce to keep other groups in the company informed on customer issues.
We also use the API interfaces to Replicon, Jira, and Salesforce to keep other groups in the company informed on customer issues.
What do you dislike about the product?
The configuration of some features related to integrations is challenging to understand. Still, I believe this is more to the APIs used for the integrations rather than the Zendesk functions calling the API.
I wish there was an option to alter the default number of days a ticket can be closed before it is archived (preventing it from being reopened. We would have a different number of days depending on the product or issue queue the ticket is in.
I wish there was an option to alter the default number of days a ticket can be closed before it is archived (preventing it from being reopened. We would have a different number of days depending on the product or issue queue the ticket is in.
What problems is the product solving and how is that benefiting you?
Customer Support, end user management, issue tracking. The ability to have the customer choose the method of reaching us, and the ability to review old cases is a huge plus.
Great Support and Product
What do you like best about the product?
It's an easy-to-use tool that supports your CSM needs. Wonderful Support too!
What do you dislike about the product?
It's not intuitively designed to navigate from the main dashboard to the guide section for example but I'm also getting familiar with the set-up.
What problems is the product solving and how is that benefiting you?
We needed a chat bot as well as a knowledge base and the tools offered are perfect to solve our needs.
Powerful Features to Grow Into
What do you like best about the product?
Our startup is quickly growing, and Zendesk offers native integrations with our entire tech stack, from Segment to Chameleon. Zendesk works across all our channels, and its focus on just customer support (ie it doesn't try to be an email platform too) makes us feel confident that we can scale with it, without the pains of being locked into an all-in-one platform.
What do you dislike about the product?
Live chat feature isn't as clean or slick as other providers, but we've been seeing most of our tickets come in out of hours anyway
What problems is the product solving and how is that benefiting you?
We needed a way to triage and manage customer support requests all in one place, and ZD is the best in its class for that, without the bloat of an all-in-one solution.
Integrating with HubSpot
What do you like best about the product?
Support team will communicate by the chat window or email. adds convenience
What do you dislike about the product?
Would help if Zendesk Support was more knowledgeable about 3rd party API's. They're promoted on the Zendesk site but reply is often "Contact the 3rd party"
What problems is the product solving and how is that benefiting you?
Integrating with HubSpot
The best tool for automating and scaling support
What do you like best about the product?
Well-built API along with the ability to build in customs objects, to further enhance what our triggers and automation can do. The Dev team is constantly pushing the boundaries in working with other top-tier SAAS apps (zoom,slack).
What do you dislike about the product?
Slow support messaging times. Zendesk is easy to start but when you need help it can take a while to hear back from support.
Zendesk is not focusing on its Guide and Gather products right now. If you need a top-notch community with modern features then find a team that can integrate.
Zendesk is not focusing on its Guide and Gather products right now. If you need a top-notch community with modern features then find a team that can integrate.
What problems is the product solving and how is that benefiting you?
Conversational support is the next step in modern 21st-century support. Being able to work with customers on any channel they want is a must-have to keep engagement high.
I have a small online software company working with Zendesk for years
What do you like best about the product?
Automation and the different communication channels.
What do you dislike about the product?
Challenging to understand what is included in our subscription
What problems is the product solving and how is that benefiting you?
One place for all our support tickets from all different channels
The experience was good
What do you like best about the product?
The best aspect of the Zendesk Support Suite is the multiple channels through which you can gain support.
What do you dislike about the product?
The lack of options to call and speak to support
What problems is the product solving and how is that benefiting you?
Its supporting our growing customer base
Very easy to use. Userfriendly
What do you like best about the product?
Most likely think is the Zendesk support team. They are very supportive. Answering and helping very faster.
What do you dislike about the product?
To be honest I like the all points of Zendesk. Of course, there is some system glitching but it is natural.
What problems is the product solving and how is that benefiting you?
I am not a very professional Zendesk user. When I am asking to solve an issue they are solving it, and at the same time, they are teaching me.
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