Zendesk Suite
ZendeskExternal reviews
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Very helpful support
What do you like best about the product?
The agent was very helpful through all aspects of the very long chat. I had a lot of questions, since I am switching over to ZenDesk from another provider, and I wanted to make sure that everything was done the right way. The agent answered all of my questions and made me feel confident that the setup could be easily done by me.
What do you dislike about the product?
In the beginning of the chat, the agent's internet was unstable, and I was waiting 5+ minutes for a response to my questions. One other thing I didn't like has nothing to do with the agent, but the fact that ZenDesk doesn't support one of the features that I want. It's not a deal-breaker, but it was disappointing.
What problems is the product solving and how is that benefiting you?
Setting up a new account, with porting numbers over, setting up groups, and establishing the link we'd need to put on our website to enable livechat. The livechat is one of the biggest bonuses, that and the ability to keep notes (tickets) on customers so that when they call in, the agent can see the past interactions. Also, the automatic recording of calls that sits right on the ticket to listen to. That's huge. In our old system, it's a process to listen to recorded calls.
Recommendations to others considering the product:
The setup may seem overwhelming or daunting at first, but it really is almost plug and play. You don't need any additonal downloads or apps, just go to the website, log in, and you're ready to take calls. That's a big advantage over some of ZenDesk's competitors out there. Also, you really can't beat the price. For my organization, we're saving a bunch by switching.
ZenDesk provides me fantastic service in order to allow me to provide my customers fantastic service
What do you like best about the product?
I love the fact Zendesk makes my job super quick
What do you dislike about the product?
All of the guides i have to read through to get an answer (i normally just do live chat)
What problems is the product solving and how is that benefiting you?
Customer Volume. The benefits are endless! We can track issues. We love the reporting system!
Zendesk helps us keep our customers and agents happy!
What do you like best about the product?
We're really happy with the integrated email and chat dashboard for our agents (Agent workspace) and the ability to mange useful reporting, automated responses, and Answer Bot resolutions. The SLA functionality also helps agents stay focused with 'top-of-the-bucket' prioritization so they don't have to spend cycles trying to figure out which ticket is most important, or lose track of tickets in the queue.
We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers.
Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process.
The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com.
We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers.
Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process.
The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com.
What do you dislike about the product?
It's clear that Zendesk has been a work in progress over the years, and several modules do not sit tightly with each other. Chat, for example, was developed by Zopim, and it's clear that it's been copied/pasted into the layout. Configuration is especially painful and takes place on two different dashboards. They've consolidated some of the settings configurations, but it still feels cumbersome, and agent permissions management still jumps you back and forth between various configuration menus.
Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing.
Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing.
What problems is the product solving and how is that benefiting you?
We're handling requests originating from a variety of surfaces, web form ticket submission, web widgets in our app including in-app chat, email support, help center. Integrating this into a seamless experience for our agents is top priority as it allows our agents to live in a single environment. This plus the tight integration with the help center for public and internal-facing documentation is critical in assuring our agents have quick access to all of the resources they and our customers may need to be successful.
The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams.
The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams.
Easy and quick support to help with my query
What do you like best about the product?
Jean-Francois was very helpful and speedy with his replies and sent relevant, helpful articles to help in the future. He also followed u
What do you dislike about the product?
finding the live chat wasn't the easiest
What problems is the product solving and how is that benefiting you?
I was getting help with email templates to add branding to them
Quick and Efficient
What do you like best about the product?
I Requested the Zendesk's support by a chat session, very easy and an Agent answered very quickly. The Agent was very professional and handled switfly the case.
Then followed by the chat transcript within a mail converted to a case number very convenient!
Then followed by the chat transcript within a mail converted to a case number very convenient!
What do you dislike about the product?
May be you can upgrade the chat window, like a feature to copy/past an image.
What problems is the product solving and how is that benefiting you?
My issue was related to this topic : Customer emails don't show up in Zendesk
We found out that the caveat was related to our Google Group mail address.
We found out that the caveat was related to our Google Group mail address.
Super Efficient & Friendly
What do you like best about the product?
The interaction with support was seamless, I didn't need to attempt to explain myself at all. The staff just get it.
What do you dislike about the product?
The issue doesn't seem able to resolve despite all the resources provided.
What problems is the product solving and how is that benefiting you?
Literally everything relating to setting up the Support Suite
Support give me is Highly Recommend
What do you like best about the product?
Friendly, easy to talk with and knowledgeable
What do you dislike about the product?
Nothing for now. Excellent service is the one that I always receiving
What problems is the product solving and how is that benefiting you?
Get my report
Amazing service for your business website and very helpful support center
What do you like best about the product?
Amazing service for your business website and very helpful support center by zendesk. Currently using their trial version but surely going buy the pro version for my requirements. Zendesk is providing all kinds of services in this suite. So I choose a different kind of pro version for my requirement. I'm still hoping for the videos for how to use your all services because videos of services like how to implement any option or how to embed them properly are best for us and your customers as well.
What do you dislike about the product?
I didn't face a problem so far in Zendesk suite or with their customer support so I will surely recommend this to my friends and other business partners for their websites.
What problems is the product solving and how is that benefiting you?
Direct interaction with customers and very beneficial for my sales. Every business face this problem that they need a proper and fast way to contact their customers. Zendesk is solving this issue in a very excellent way. So When they come to our website and need some help they can immediately contact us with the help of zendesk. We can take so many benefits from the zendesk service.
Recommendations to others considering the product:
If you are looking for the solution to interact with your customers and sell fast zendesk the best option for you.
Fantastic, Quick & Helpful Support.
What do you like best about the product?
The efficiency of Zendesk support and the ability to provide a clear and concise answer. I was first in the queue despite messaging them at the start of my workday. I was given the option of opening up the ticket again should I need any further help so that gave me peace of mind.
What do you dislike about the product?
Nothing at all! They answered my question and provided me with all that I needed.
What problems is the product solving and how is that benefiting you?
We deal with a variety of customers using our toolset. The benefits are too many to list! It truly is a fantastic software.
Customisation, flexibility and robustness
What do you like best about the product?
Ability to customise Zendesk to our needs
What do you dislike about the product?
Too many add on to purchase considering you have paid so much already
What problems is the product solving and how is that benefiting you?
Providing better customer support for our live events and we can now offer chat and phone support.
Recommendations to others considering the product:
Make sure you evaluate what you are going to use it for. To really make the most use you might want some dev help to customise it.
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