Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Regular Product Improvements, Listens to Feedback
What do you like best about the product?
There is a vast variety of features and customization options, and I have seen lots of feedback from clients applied in the software updates that are released regularly. Lots of events are available for free through the web to connect with the company, and support has been relatively quick to respond to any issue I've raised with them.
What do you dislike about the product?
There are still some features that have been widely requested or are considered base in other suites that have not yet been implemented by Zendesk. Because the server is hosted by zendesk, reporting is obtuse even when using their tool and direct database calls cannot be made through explore, making the report building process much more complex than if the data was stored by the company itself. The self service training seems to be undergoing more improvements than the original iteration, but still lacks a lot of content that would be nice to see. Most of the information needs to be found through the support center and forums, and there can be some circular searching to find which article has exactly what you need.
What problems is the product solving and how is that benefiting you?
We are using Zendesk Support Suite to run the entire Customer Experience department of our E-commerce business, for tickets, sales, and our customer help center. We are hoping to continue to utilize it more to automate some of our issues, but navigating the transition from chat to messaging and chatbot is tricky due to limited options for educating our customers
contacted the Zendesk support team as I had an issue with one of our settings
What do you like best about the product?
I contacted the Zendesk support team as I had an issue with one of our settings related to the way the tickets are visible to us.
The Zendesk auto Bot tried to assist but non of the visible parameters the Bot offered fit my issue.
I asked for more support and in less than 24 hours one of the Zendesk team members contacted and answered in a professional way and helped me to fix the issue I had.
The Zendesk auto Bot tried to assist but non of the visible parameters the Bot offered fit my issue.
I asked for more support and in less than 24 hours one of the Zendesk team members contacted and answered in a professional way and helped me to fix the issue I had.
What do you dislike about the product?
Nothing,
The auto Bot tried to answer, but once it didn't answer, a real team member helped me and suggested a solution that helped to fix the issue I had. Currently, I am satisfied
The auto Bot tried to answer, but once it didn't answer, a real team member helped me and suggested a solution that helped to fix the issue I had. Currently, I am satisfied
What problems is the product solving and how is that benefiting you?
I changed a parameter in the Zenndesk and Gmail integration, in the way it looks in the actual ticket. The link the team member sent me helped to see the relevant info to change the parameter.
It's user friendly, clean and very straight forward
What do you like best about the product?
The main interface of the response screen and how we can integrate internal tools to check client details. the tagging and manual ticket creation is super easy.
What do you dislike about the product?
long wait time for support, I think we need more human on chat and a little faster response would be great! You need to have more people around as the support industry needs quick address of issues
What problems is the product solving and how is that benefiting you?
It is making people's lives easy, I feel the access to make changes should be more accessible and it could be more like helpshift where in making changes isn't a big deal
Easy to setup and preset with the most user-friendly settings!
What do you like best about the product?
The forwarding setup to the Zendesk support email was very straightforward and simple. Clients receive a ticket confirming we have received their request.
What do you dislike about the product?
There is some tweaking to do with triggers if you dont want to get spammed with email every time a ticket is received and then assigned to you as well. However setting the trigger is easy once you get the hang of it.
What problems is the product solving and how is that benefiting you?
The issue that internal users will always physically visit helpdesk and interrupt tasks being completed by the IT team. We are able to focus on other work better now.
ZenDesk is a great solution for my needs
What do you like best about the product?
ZenDesk has a good mix of support-related solutions including Chat, Knowledge Base, and Phone support. I appreciate the simple interface that is available in conjunction with a very flexible and configurable system.
What do you dislike about the product?
It can be a little confusing at times trying to access the specific section of ZenDesk that I want to access. This might be due to the fact that I am used to a different support software solution, but it would be nice if their were a more intuitive main dashboard view.
What problems is the product solving and how is that benefiting you?
I am using the Knowledge Base and the Chat. I am benefitting from ZenDesk's startup promo that gives startups an extended free trial on ZenDesk. I appreciate that and plan to stick with ZenDesk after the promotional period ends.
Zendesk Customer Support Friendly and Solution Oriented
What do you like best about the product?
The chat feature is a lot easier than a phone call
What do you dislike about the product?
Sometimes it takes a while to get an answer
What problems is the product solving and how is that benefiting you?
It's giving me an easy way to contact support and find a solution without lengthy phone call wait times and language barrier issues.
Very quick response time. Helped answered all the questions I had.
What do you like best about the product?
It's nice having someone respond promptly.
What do you dislike about the product?
There really isn't much to dislike, the initial wait time was a bit long but very responsive afterwards.
What problems is the product solving and how is that benefiting you?
It's helping me answer very specific questions you can't just find in forums. It helps me and my team come up with solutions a lot faster.
Good but limiting.
What do you like best about the product?
I appreciate the ability to see past history.
What do you dislike about the product?
Good features for companies that dont need to customize their dashboard however very limiting once you are looking to optimize your processes.
What problems is the product solving and how is that benefiting you?
Reaching out to customers in an efficient matter.
Zen desk works. Good product for the money.
What do you like best about the product?
Cost and ease of use.
Support is helpful.
Product has been around for a long time. So it's easy to find guides to do just about anything.
Support is helpful.
Product has been around for a long time. So it's easy to find guides to do just about anything.
What do you dislike about the product?
Maybe the UI is a little old looking but who cares about that.
What problems is the product solving and how is that benefiting you?
Support tracking of issues.
Customer service issues.
Customer service issues.
The agent was very responsive, understood my issue, and the suggestions were exactly what I needed
What do you like best about the product?
Response time. It was quick, and accura
What do you dislike about the product?
Support good, software where I was confused
What problems is the product solving and how is that benefiting you?
I could not find something in the software. Support taught me where to find it. Helped me to update an important part of my profile that was preventing me from working.
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