Zendesk Suite
ZendeskExternal reviews
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Zendesk review
What do you like best about the product?
Simple to use, great support, speeds up the workflow
What do you dislike about the product?
We haven't found anything that I dislike yet, fortunately.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to solve customer queries, and it provides better tracking of support requests.
Fast + Helpful
What do you like best about the product?
Support was fast and informative in resolving my issue.
What do you dislike about the product?
That I could not simply set up the service myself, and needed to reach out to support.
What problems is the product solving and how is that benefiting you?
We are linking our pre-purchased phone number with ZenDesk Talk. We are still working on it.
Zendesk Support Suite
What do you like best about the product?
Very powerful interface with many tools available right outside the box. The Zendesk Support Suite comes with most of the tools we need to make our buisness operations run.
What do you dislike about the product?
There are certain features of Zendesk that are locked behind a paywall or a different product such as Zendesk Sell, and Zendesk Sell is not quite powerful enough to replace our current sales software, Agile CRM.
We wish that there were more powerful emailing tools such as advanced email campaigns with if/than statement capability.
One example of this we use quite often is "if user has opened X email, send them to Y campaign".
We wish that there were more powerful emailing tools such as advanced email campaigns with if/than statement capability.
One example of this we use quite often is "if user has opened X email, send them to Y campaign".
What problems is the product solving and how is that benefiting you?
We have turned Zendesk into our support and helpcenter, as well as have configured through the use of webhooks a sales CRM in the support platform.
Recommendations to others considering the product:
Do your homework first to ensure that every piece of your business needs are covered, as you may need to piecemeal your solution together as we did.
Zendesk Support Suite
What do you like best about the product?
We recently transferred to Zendesk Support Suite, and so far, what I like best is the Guide Admin - article update. We can initiate the following process using the new functions:
1. Review Status – there is an option to submit for review before publishing the article. This way, we can monitor and keep track of newly created pieces.
2. Tasks – this function can assign an article task to update the article to a particular agent.
I created new process on how to assigning article review to Peerson of Contact in a certain Brand. Also, we are very interested in Automating Chat Bots. This will help the team to manage our resources to other workload. I also believe it will create better end-user experience as they will see article guide related to their concern. It will also help us boost our Knowledge Management site.
1. Review Status – there is an option to submit for review before publishing the article. This way, we can monitor and keep track of newly created pieces.
2. Tasks – this function can assign an article task to update the article to a particular agent.
I created new process on how to assigning article review to Peerson of Contact in a certain Brand. Also, we are very interested in Automating Chat Bots. This will help the team to manage our resources to other workload. I also believe it will create better end-user experience as they will see article guide related to their concern. It will also help us boost our Knowledge Management site.
What do you dislike about the product?
I'm currently working on migrating our report from GoodData to Explore, and so far, I'm having difficulties. For instance, I created dataset that I cannot download through Excel and it turns out that I just need to edit the name. In addition, there are calculated filed that are not available in Zendesk Explore. I read similar concerns and have not addressed yet by Zendesk.
What problems is the product solving and how is that benefiting you?
First, I watched 2 Zendesk Training from Explore to re-create our Good Data report. It's challenging for me because there are metrics that I need to do from scratch because of different terminologies. Good thing that there are available articles to guide me.
Recommendations to others considering the product:
I will advise you to watch training videos and do not hesitate to ask questions for support.
Workable team
What do you like best about the product?
Chat and phone options that allow to easily navigate through
What do you dislike about the product?
The fact that we are not able to un-merge tickets
What problems is the product solving and how is that benefiting you?
Customer queries
Zendesk is really awesome!
What do you like best about the product?
Zendesk is
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
What do you dislike about the product?
Scenarios for talk lines are not covered enough.
What problems is the product solving and how is that benefiting you?
We are giving customer care, and it is terrific, how easy it is to bring all on one ticket.
Recommendations to others considering the product:
It is essential to align your processes to Zendesk. First, make yourself familiar, what Zendesk can do for you, and which "button" results in what. Then align your process to it. We managed to make some of our procedures tighter, thanks to Zendesk. So get all out of it.
Zendesk Support Suite is the best package for small-medium businesses
What do you like best about the product?
There is a wide range of products in Zendesk that together form a super powerful package. This allows us to easily integrate with other existing systems and databases to provide a complete Customer Support system. Also, agent efficiency is highly improved with the simplest interface. Agents don't need to install any extra software in order to access it, they can work from anywhere in the world. User friendly on the Help Centre side is also a big plus.
What do you dislike about the product?
I prefer to do email support rather than chat support as sometimes we don't have time to chat
What problems is the product solving and how is that benefiting you?
Mostly technical problems with customers. The best benefits are to have a fast/easy, and manageable support ticketing system.
Recommendations to others considering the product:
Extendability is what makes Zendesk powerful. Please keep improving APIs, App frameworks APIs, and other facilities inside Zendesk.
ZenDesk is the best platform you can use!
What do you like best about the product?
All the features that ZenDesk provides, and there are MANY! I love the live chat, and also the help desk articles are a great resource.
What do you dislike about the product?
There are so many features and apps that can be intergrated to ZenDesk, so it's hard to know where to begin or what is best for your business.
What problems is the product solving and how is that benefiting you?
Working remotely was our number 1 reason for looking at different platforms that can integrate with our systems currently in place. The benefits that we have realized and really loved are having our calls recorded and having the CRM system help identifying customers.
Recommendations to others considering the product:
Have a member from ZenDesk help with integrations.
Very responsive and easy system to use.
What do you like best about the product?
The team provided specifics surrounding the issue and plans to keep me updated.
What do you dislike about the product?
The amount of time it is taking to actually fix the issue, but this is unrelated to the tech support system.
What problems is the product solving and how is that benefiting you?
Theme issues that sound like others are experiencing. Worried it is something that will take a long time to resolve.
More than 10 years!
What do you like best about the product?
I like the UI. It's so simple and easy to use. Zendesk Talk makes it easy for me to contact be and be contacted by customers. All interactions are documented. The reports are great too.
What do you dislike about the product?
The cost. Would be great if it's cheaper.
What problems is the product solving and how is that benefiting you?
Multi-channel support, I like the reporting and advanced analytics.
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