Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Always getting the help I need
What do you like best about the product?
Support is friendly, and I get good answers to my problems. I've had some issues I couldn't find solutions to on my own, and Zendesk support has always helped.
What do you dislike about the product?
Earlier, the logging-in process felt a bit complicated; however, I think they've changed a bit now, and it's easier.
What problems is the product solving and how is that benefiting you?
We had an SPF/DNS fix, and I got a lot of help with that. We hadn't done that previously and noticed our answers aren't sending to customers as they should. The fix helped.
Great follow-through, support handled my needs
What do you like best about the product?
The agent was able to follow up with my original inquiry and explained that the engineers had resolved the problem, even though it was a very niche and specific issue.
This problem was something that was preventing our team from enabling certain features included with agent workspace, which we can now actively view with no problem.
Live chat was really helpful and were able to gather the required screenshots needed to get the issue resolved.
This problem was something that was preventing our team from enabling certain features included with agent workspace, which we can now actively view with no problem.
Live chat was really helpful and were able to gather the required screenshots needed to get the issue resolved.
What do you dislike about the product?
The time it took for this resolution to occur, my ticket was opened on March 23rd and a resolution was provided today, April 27th.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite for all of our incoming tickets, phone calls, and chats.
We've realized a lot of customers try to reach out to us outside of business hours.
Using flowbuilder and messaging will allow us to take the next step in our support service and serve customers 24 hours a day (hopefully).
We've realized a lot of customers try to reach out to us outside of business hours.
Using flowbuilder and messaging will allow us to take the next step in our support service and serve customers 24 hours a day (hopefully).
Love Zendesk!
What do you like best about the product?
We love how easy and fast the user interface is. We have been on many, many (too many) other platforms and have continued to come back to Zendesk because of the ease of use and the speed. It is so fast to work tickets. The app marketplace is pretty awesome as well.
What do you dislike about the product?
It's expensive, but other than that I don't really have any dislikes so far.
What problems is the product solving and how is that benefiting you?
Our team hated our other ticketing platforms, a lot! They were slow, overly complicated and quite simply just a big pain in the butt. Zendesk gives us the flexibility to work from the mobile app (which is actually good), integrate our support phones and chat and as soon as you answer a call, the ticket is right there ready for you to start putting in notes, and it attaches the call recording to it automatically. It's magic.
Robust, highly functional, but still easy to use
What do you like best about the product?
I've been using Zendesk for the last couple of jobs that I have worked at and I have been pleasantly surprised with the general ease of the system. I don't have to fight with anything to get my work done, I just have access to what I need and can focus on supporting my customers without fussing with a bunch of random settings or workflow rules that make life difficult.
What do you dislike about the product?
Lack of general exportability without api
What problems is the product solving and how is that benefiting you?
Solving the problem of collaboration between our support team, other teams within our company, and the customer. Adding our Customer Success and engineering teams as light agents has really been a boon to give them insight into the issues that our customers raise.
Just the perfect amount of support
What do you like best about the product?
I like the capability to see our metrics.
What do you dislike about the product?
Its expensive to get the highest package.
What problems is the product solving and how is that benefiting you?
Solving our agents' performance. The benefits to the business are just great! We are able to quantify our data by using dashboards. Esp the metrics reporting which gives us a clearer picture of how our agents are doing.
Rating
What do you like best about the product?
The greatest help I find in Zendesk is that I can have closer contact with customers and provide a more effective and faster solution, as I can have live chat and maintain a conversation with the customer to know what their request is and how we can help to make the purchase a more satisfying experience.
What do you dislike about the product?
With Zendesk I haven't had any problems, that is, I don't dislike it because the tools it provides are very good.
What problems is the product solving and how is that benefiting you?
The communication issues with clients have been resolved; we have found in Zendesk a fast and effective means of communication with clients, as during Covid-19 times, Zendesk is a solution because we can be closer and help solve any inconvenience the client may have. One of the benefits is that it can be constantly improved, as with the reports provided by Zendesk, it is much easier to identify where we are failing and which indicators are the highest and/or lowest, allowing us to focus on them.
Recommendations to others considering the product:
Do not hesitate to have Zendesk Support Suite in your company, it is the best solution for having closer contact with the customer and having all the tools you need in one place.
An easy to implement, robust support solution.
What do you like best about the product?
Zendesk is easy to implement for organizations of any size. The ticketing system is intuitive and a great solution for when shared inboxes become too difficult to manage. I also appreciate the multiple integrations, like Clickup and Outlook, as well as using Zapier for other elements of automation.
What do you dislike about the product?
The cost for the higher level plans can be out of budget for smaller teams, which leave organizations with very limited reporting.
What problems is the product solving and how is that benefiting you?
Zendesk has decreased our response time and allowed us to quickly add FAQ or instructional articles to our site. We utilize macros for frequently answered questions, and automations to assign and tag tickets for the most streamlined processes.
Lovely and fruitful support
What do you like best about the product?
Explanatory and detailed responses that was given was amazing
What do you dislike about the product?
Everything was good did not dislike anything for now
What problems is the product solving and how is that benefiting you?
We needed support on offline forms spam email and the way to stop the spamming.
Recommendations to others considering the product:
Entirely go with Zendesk they are lovely....
10/10
What do you like best about the product?
Omni channel experice, rich data.easy ticket flow. very easy to manage agents, set and maintain KPI's, SLA's etc.
What do you dislike about the product?
Very little! Data can be come very intricate but this is hardly a downside.
What problems is the product solving and how is that benefiting you?
Ability to so efficiently resolve customer issues by making it so easy to manage comms with customers.
Recommendations to others considering the product:
Give it a try!
Great product & a great team behind it
What do you like best about the product?
Their interface is intuitive and easy to use, and the staff is very friendly, helpful and professional. Big plus for useful continuous improvement too.
What do you dislike about the product?
We haven't encountered any real downsides of the product, only minor issues, like some lag on the website.
What problems is the product solving and how is that benefiting you?
Ultimate.ai's chatbot helps managing the workload for customer service by deflecting chats and decreases waiting time for customers. The possibility of integrations is another great opportunity to deflect chats.
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