Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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The support person was quick to answer my questions and my issue has been solved in an instant.
What do you like best about the product?
The chat support box makes it super easy to reach out to the support team, and that makes the difference.
What do you dislike about the product?
There is nothing that I dislike, so far so good.
What problems is the product solving and how is that benefiting you?
It is important to answer administrative related issues because I use this to interact with customers.
Good for tickets and metrics
What do you like best about the product?
What I like the most is how easy it is for me to measure KPI's and assign tickets to every member of the team. These tool is being used by many departments within the company due to the good results we have seen.
What do you dislike about the product?
the interface is not as friendly as others I have tried. I wish there was a way to integrate different emails in 1 account and for the emails to be automatically separated into the different business units
What problems is the product solving and how is that benefiting you?
I was not able to measure how much my team was doing and now, by assigning tickets, I can measure their work more efficiently and take the necessary steps to improve our KPI's.
Getting the hang of this, thanks to some human support for the tool!
What do you like best about the product?
I'm new to the platform and so inevitably there are settings and functions that I couldn't find alone, so turning to the chat bot has been helpful "occasionally" - but when that fails due to my questions being off - I appreciate the live chat support with real people.
What do you dislike about the product?
I had a singular problem with changing the spam settings for support tickets, one support article told me to go to "guide" then "moderate content" but that setting wasn't under my account and it was actually under "user" settings. It seemed the support article was for another version or level of the support platform that we aren't subscribed to.
What problems is the product solving and how is that benefiting you?
Helping manage all of our tickets in one place, overseeing agents performance and customer satisfaction. Its a satisfactory platform, although I'm only beginning to fully understand it.
Easy to use CRM for Customer Service!
What do you like best about the product?
Easy to use but powerful tools. Customer support is very prompt. Great community. Lots of resources. Triggers and Automations are powerful but simple to create. Agents prefer it to Salesforce because of the user interface.
What do you dislike about the product?
The current chatbot solutions are limited. Zendesk sunshine overpromised but under-delivered. Still waiting for features that were announced years ago like proactive tickets.
What problems is the product solving and how is that benefiting you?
This is an all in one service that does emails, phone, chat, and social media very well. The new agent workspace allows agents to answer tickets through multiple channels. Way easier to use than SalesForce.
Quick response to non-urgent issue
What do you like best about the product?
The speed of response, answered in less than 30 minutes on non-critical matter.
What do you dislike about the product?
Sometimes the response time frame for critical issues is a little long.
What problems is the product solving and how is that benefiting you?
Ticket issues.
Very Convenient and User-Friendly
What do you like best about the product?
Very Convenient and User-Friendly. The support team is very quick, friendly, and knowledgeable. Thanks!
What do you dislike about the product?
Nothing. I'm all happy and satisfied with all the services.
What problems is the product solving and how is that benefiting you?
New update related to Agent Workspace.
Easy and straightforward to use, much easier to collaborate.
What do you like best about the product?
Great to pass tickets from user to user, able to track what's open/closed.
What do you dislike about the product?
Metrics are ok, but would appreciate greater granularity. Timed reminders to follow up on old tix could be good.
What problems is the product solving and how is that benefiting you?
We primarily use ebay for sales, and this lets a support team of 5 handle ebay tickets. MUCH MUCH easier than forwarding emails from ebay around. Night and day.
Fast and trusted to give your customer the best experience
What do you like best about the product?
The integration. Is very important to my business can connect all our systems to see all of the customer interaction
What do you dislike about the product?
The delay to upgrade features and to realease new important features
What problems is the product solving and how is that benefiting you?
I can talk to my customer using Whatsapp, email or chat and see their history. This helps me to track the customer experience beyond the journey
Zendesk review
What do you like best about the product?
They reference documents to read on my own.
What do you dislike about the product?
It usually takes more than 24hrs to receive a response.
What problems is the product solving and how is that benefiting you?
Quick fixes. How to better utilize Zendesk and make it easier for me.
Super speedy service!
What do you like best about the product?
Ease of use with integrating new channels which are out of the box.
What do you dislike about the product?
Reporting can be a bit of a minefield and requires alot of attention. I also would like a inbuilt WFM tool rather than having to tack on different applications!
What problems is the product solving and how is that benefiting you?
The ability to have all social channels integrated into one ticketing system to allow for agent tracking.
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