Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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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
AI technology made easy with great support & care
What do you like best about the product?
From start to finish, the team at Ultimate.ai has been amazing. The detailed and thorough onboarding process is second to none. We feel fully confident on how to create Intents and how to optimise our bot to its full potential. Couldn't recommend them enough!
What do you dislike about the product?
The lack of ability for customers to upload pictures.
What problems is the product solving and how is that benefiting you?
We are developing our bot for our customers to get a quicker response and therefore improve their experience. We've been using it for less than a month, so it's too early to tell the benefits yet, but we are planning to see a reduction in calls and emails soon.
A solid tool for managing support
What do you like best about the product?
The data analytics, and easy tracking of what questions need to be answered.
What do you dislike about the product?
There are so many different views it can take a while to get acclimated to the system. But it becomes second nature after a while.
What problems is the product solving and how is that benefiting you?
Ensuring that employee questions are answered in a timely manner, that they dont get lost in email. And saving lots of time by using macros which also help provide consistency to our service.
One of the best ticketing software in the market
What do you like best about the product?
It has a macros feature that allows one to have templates for frequently asked questions. Macros help save a lot of time when replying to customers. Zendesk also has tags that enable admins to categorize tickets once they come in, making it easier to track customer queries.
What do you dislike about the product?
It isn't easy to track through closed tickets. One has to scroll through all resolved tickets as you search for a specific ticket. The filter option is not as effective hence making someone go through long processes to fetch a particular ticket.
What problems is the product solving and how is that benefiting you?
Zendesk has dramatically improved our customer support. Customers have reported better and shorter response times. Customer agents have been able to address all customer concerns appropriately and on time.
Recommendations to others considering the product:
If you have many views on the Zendesk platforms, keep an eye for the "more" options at the very bottom to see additional views.
Intuitive UX and great customer service
What do you like best about the product?
We received great and consistent support throughout the bot's building process. Building the bot was seemingly easy thanks to the great back-end ux.
What do you dislike about the product?
Would love to see better accuracy in analytics, e.g. bot handle rate.
What problems is the product solving and how is that benefiting you?
Chatbots help our customers to quickly get answers to frequently occuring simple problems, while our customer support can focus on solving more complex issues.
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