Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Zendesk Support Works!
What do you like best about the product?
THe macro feature is the most helpful, it makes it easy to solve routine tickets quickly
What do you dislike about the product?
Sometimes it can be a little clunky to work with but otherwise it's really not an issue
What problems is the product solving and how is that benefiting you?
We are able to communicate with a variety of customers, its streamlined where we can help them all in one place.
Zendesk is Great
What do you like best about the product?
Ease of use. Able to change the phone to either a land line or cell to answer calls.
What do you dislike about the product?
New support is only thru chat instead of calling. You have to upgrade to get phone support
What problems is the product solving and how is that benefiting you?
Off-hour notifications. This helped a lot
Zendesk Ticketing and Guide
What do you like best about the product?
I like that we can work ticket cases using custom macros and custom views which speed up the process. They let us rollback to the legacy version
What do you dislike about the product?
Some recent changes they implemented actually slowed processes down - but they did let us roll back until the new changes were addressed.
What problems is the product solving and how is that benefiting you?
A central location to handle support requests and also a guide for us to create internal documentation on resolving issues
Easy to use and fast support services from zendesk agent
What do you like best about the product?
zendesk is easy to use and highly configurable. The zendesk support team is fast to response.
What do you dislike about the product?
Nope. I like everything about zendesk. If i need to be picky then it will be the pricing for zendesk enterprise.
What problems is the product solving and how is that benefiting you?
Zendesk allow our customer to log a support ticket from anywhere in the world. Tickets are routed to the correct agent based on the various timezone and provide customers with a great experience.
Zendesk Experience
What do you like best about the product?
I appreciate that Zendesk allows users to create their own chatbot without having to subscribe to a third-party service.
What do you dislike about the product?
Without informing its users of the changes and updates, we will have to figure it out on our own. Updates are too quickly too. It would be good to notify its users of the changes.
What problems is the product solving and how is that benefiting you?
The various types of data reporting offered by Zendesk provide all stakeholders with a clearer picture of the team's performance.
Responsive and helpful support
What do you like best about the product?
The ability to chat with a live agents is very helpful
What do you dislike about the product?
There were no obvious downsides to my recent experience
What problems is the product solving and how is that benefiting you?
They pointed me towards an immediate resolution to slow loading times in my zendesk instance
Always friendly, always helpful
What do you like best about the product?
Support has always been very friendly and thorough. I don't always get a resolution immediately, but I always get a resolution. I also like how tickets are responded to in a chat window.
What do you dislike about the product?
Sometimes the wait time for responses is a bit long, but this is a very minor complaint. Most often the wait time is so an agent can properly look into the issue and provide a complete response or solution.
What problems is the product solving and how is that benefiting you?
All of the issues I've contacted support about have been roadblocks to effective communication with our customers, the benefits of this are obvious - without effective communication with our customers, we wouldn't have a business!
Helpful and Follow-up
What do you like best about the product?
I love the chat option. Having worked on a Support Team myself, tickets can get impersonal and long to deal with, whereas the Zendesk chat option has always provided the help I needed. If not directly in the chat, then with a follow-up email and/or planned call.
What do you dislike about the product?
I dislike being provided links to the Help Center to look up my issue as a means to resolve my chat ticket and/or close the chat. The FEW times that it's happened, I found that a little lazy but everyone has their days, I get it!
What problems is the product solving and how is that benefiting you?
I'm a technical content specialist (technical writer), so normally my questions are regarding this that are not working and/or breaking in my article and causing issues for my customers to access important information.
Quick and efficient
What do you like best about the product?
The online assistance is quick and knowledgeable. I always find they have the solution.
What do you dislike about the product?
I prefer the option of phone or chat, as different circumstances call for different assistance.
What problems is the product solving and how is that benefiting you?
how to communicate quickly and efficiently with our customers.
Great for ticketing system, bad for call centre system
What do you like best about the product?
I love that it is relatively fast to get support or help with any issues you are having.
What do you dislike about the product?
Having to go through countless articles before getting anywhere!
What problems is the product solving and how is that benefiting you?
Daily bugs or question we may have.
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