Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Quick and Painless Experience, Thumbs Up
What do you like best about the product?
I liked how promptly I got a response to my issue. Carmina answered within minutes. The collapsable feature of the actual chat was discrete on the Zendesk main page. It was also easy to find! I also like how I was able to see in real time that the support agent was communicating with me on the other end. It made the experience less stressful and also allowed me to multitask and focus on the job I was also doing. I would recommend reaching out to all new users and doing a Wizard tutorial to point out the benfits of using the Zendesk support tool.
What do you dislike about the product?
Carmina wasn't as accurate with the button I needed to press to solve my issue. It was a minor oversight, but as someone new to the platform and unfamiliar with the spectrum of functions, I would have appreciated as much accuracy as possible. I also would have appreciated maybe like, a ping or sound notification that got my attention more effectively. I did not want to have to actively check back and forth while trying to solve tickets and continue doing my usual work.
What problems is the product solving and how is that benefiting you?
Support helped me configure my ticket view screen so certain apps would be hidden from view as agents went through pages. I can also imagine using this Support Suite to check on any glitches I see or noticing any malfunctions within the platofmr in real time. The benefits are that for new agents, we have instant access to help with navigating the Zendesk platform. It makes for more productive work! I can see myself using the feature many more times. I would recommend increasing the incentive to reviewing user experience, as we all love exciting opportunities to get free stuff!
Recommendations to others considering the product:
Keep an eye on the lower-left corner of your screen where the icon lives. Your agent is there to help you, so be as specific with your case as possible!
Zendesk is at the Top of Its Game!
What do you like best about the product?
Always upgrading and expanding to match the latet trends and innovations.Easy to implement add-ons and integrations. Improves productivity by improving the agent/customer experience
What do you dislike about the product?
Help center ticket response time is not always efficient
What problems is the product solving and how is that benefiting you?
The AI Generative for Talk allows us to read transcripts of the call which speeds up Quality Assurance reviews and auto summariza reduces time agents spend writing notes about the call
Simple and powerful
What do you like best about the product?
Zendesk Suite works immediately out of the box but has a lot (and I mean a lot) of hidden powers right at your finger tips.
What do you dislike about the product?
Some features are available in overlapping products. Eg chat and messaging. Social via messaging and classic channels.
What problems is the product solving and how is that benefiting you?
Creating an Omnichannel environment that allow our customers to self serve while empowering our agents to solve and surprise the customer.
Recommendations to others considering the product:
Get a partner involved
Zendesk is easy to use. If there are any questions just ask their support.
What do you like best about the product?
I like their support, they have answered thoroughly and fast.
The app itself is fine as well.
The app itself is fine as well.
What do you dislike about the product?
it's a bit complicated to send emails from zendesk email to clients. however inbound flow is straight
What problems is the product solving and how is that benefiting you?
email, guides, and chats
Recommendations to others considering the product:
just try zendesk and you will see how easy to use it is. if you have any questions their support is ready to use. please note, that you can have only 1 chat at the moment on their free plan.›
i9Education
What do you like best about the product?
Thier prompt response, All their team give prompt response in solving the issues
What do you dislike about the product?
Switching between support people which create a lot of confusion
What problems is the product solving and how is that benefiting you?
We are configuring our newly signedup zendesk platform
My first month with Zendesk
What do you like best about the product?
It has been a smooth onboarding experience. When needed support live chat was quick and helpful to guide me in the right direction.
What do you dislike about the product?
There is SO much to learn, nothing yet at this moment
What problems is the product solving and how is that benefiting you?
We are providing a smooth reliable support experience to our clients and customers. So far it has saved us time and not bogged down our inboxes. We will be able to reply in an appropriate time through a reliable source
Allows quick efficient communication with our donors
What do you like best about the product?
The ability to quickly respond to donors requests and solve their donation issues.
What do you dislike about the product?
The triggers and automations could be more user friendly.
What problems is the product solving and how is that benefiting you?
Engagement with donors and a more responsive donor support team.
Great product, fantastic customer service!
What do you like best about the product?
Customer service really supports and helps you in your journey to understand and use Zendesk in the best way you can. Their Help Center section is amazing, every single answer from a small to a big issue is right there
What do you dislike about the product?
I like everything. I don't see a donwside
What problems is the product solving and how is that benefiting you?
With so many tools that Zendesk offers, it is really easy to create a swift, pleasant customer service experience for the customer. I learn of all the amazing processes Zendesk offers that can be implemented to make the work easier on the Agents. Happy Agents mean Happy Customers!
Great Support
What do you like best about the product?
Their support is easy to access. Just click on chat, and you have a member that can connect to your setup. I love that their help docs section is so large. Ask it a question, and you will see a ton of answers from other users as well.
What do you dislike about the product?
Reporting- The reports are hard to get out very common metrics. I wish they had canned reports for typical KPIs around the support use case.
What problems is the product solving and how is that benefiting you?
We are able to support a very large customer base.
Quick Chat Support, Decent Ticket Resolution
What do you like best about the product?
Short queues and quick replies on Live Chat. I never have to wait long to speak to a representative, and they do work diligently to solve my request without having to escalate it to a ticket. Their knowledge base is extensive and highly detailed as well; I am usually able to solve most problems myself without even having to chat with someone!
What do you dislike about the product?
Whenever a chat agent does have to escalate an issue to their team, their response time plummets. At times they get back to you quickly, but other times it can take days or weeks; often, I need a resolution far sooner than that. I typically avoid putting in a ticket at all costs for that reason.
What problems is the product solving and how is that benefiting you?
Zendesk offers many tools that help streamline the support process and integrates well with other software that we use. I find that over other support products, Zendesk in particular makes it incredibly easy to take a company from the start-up stage through massive growth.
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