Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Couldn't Perform My Job Without Zendesk Support Suite
What do you like best about the product?
Zendesk allows our business and my team to expand as we continue to grow and add more and more content and process - both internally and externally to our client base. It's a scalable solution that is easy to adapt to internal/external changes.
What do you dislike about the product?
The pricing model can be challenging at times, but the Sales team has been very open and accommodating to our needs.
What problems is the product solving and how is that benefiting you?
We provide all 900+ customers of ours with support across multiple different brands - allowing me full transparency into our customer support. This helps me drive business decisions with regards to the optimization of my team and offering our customers world-class support.
Fast and friendly!
What do you like best about the product?
The ease and how quick it was to get help
What do you dislike about the product?
Nothing about the interaction was unfavorable. :)
What problems is the product solving and how is that benefiting you?
We are solving customer questions, comments, order trouble, and shipping trouble.
Great product - Intuitive, flexible and great support
What do you like best about the product?
Zendesk Support is easy to use. I can easily make changes to workflows and implement new business rules. The grouping of triggers makes organization of all of our 80+ triggers so much easier. In Explore, I can quickly create a query to measure a specific business question.
What do you dislike about the product?
One thing I dislike is that if our support email is ever on an email to a group of people, that multiple tickets can be created and we have to spend time merging them. It would be nice if there was some intelligence that could prevent this. Also, space for views is very limited. We have to pay for a 3rd party app to be able to see more views (Lovely Views) on screen at one time and can even scroll to see all views. It would be nice to see more and also be able to group views so they can be expanded/collapsed.
What problems is the product solving and how is that benefiting you?
With Zendesk Support, I can have conversations with other members of our IT team in ticket notes and also use Side Conversations to bring in external support. Before this was all managed by email. We have streamlined the email support communication into one place!
Support means Zendesk
What do you like best about the product?
Side Conversation
Macros
Analytics
Agent Dashboard
Macros
Analytics
Agent Dashboard
What do you dislike about the product?
ticket Status if it can be more flexible
Pricing quite expensive
Pricing quite expensive
What problems is the product solving and how is that benefiting you?
Automation, Quality of responses, Flexibility in escalation, easy transition
Recommendations to others considering the product:
Zendesk is the most flexible tool that can help you serve your customers with world-class quality and standards
Simple platform to create knowledge articles and receive support tickets
What do you like best about the product?
It was effortless for us to set up a beautiful, professional-looking knowledge base using Zendesk. We created our instance seven days before our first event and were very quickly able to write, organize, and publish our self-service knowledge base. The website also looks professionally designed with the upload of just a few assets.
I also love how easy it was to set up the support system. We put ~1 hour into this setup, including connecting an email address and adding categories to the request submission form, and it fulfilled every need we had come event time.
The support staff at Zendesk also lives up to their company's purpose. On the same day I signed up for a free trial, an account manager/support person set up a meeting with me to discuss the problems we were experiencing with the product and connected us with the resources we needed to solve these issues right away.
I also love how easy it was to set up the support system. We put ~1 hour into this setup, including connecting an email address and adding categories to the request submission form, and it fulfilled every need we had come event time.
The support staff at Zendesk also lives up to their company's purpose. On the same day I signed up for a free trial, an account manager/support person set up a meeting with me to discuss the problems we were experiencing with the product and connected us with the resources we needed to solve these issues right away.
What do you dislike about the product?
It is challenging to create dashboards to see certain types of tickets together and get the metrics we need to see how we are doing. Besides this, I love the platform.
What problems is the product solving and how is that benefiting you?
The most significant benefit we have realized from using the Zendesk Support Suite is knowing what problems our customers are experiencing in real-time. Without Zendesk, we couldn't have set up a support system in the time we needed to, meaning we would have lost customers by not hearing what problems they were experiencing, and we would never know what bugs to fix moving into the future.
Recommendations to others considering the product:
If you need to build a public-facing knowledge base/self-service portal, choose Zendesk. If you are a small business looking to support your clients with a knowledge base, choose Zendesk. If you need to set up a knowledge base in record time, choose Zendesk. If you do not have any IT experience or don't know where to start to develop a support infrastructure for your company/product, choose Zendesk. It is the most straightforward platform you could use for all of these purposes.
A smooth and simple live chat agent experience
What do you like best about the product?
The amount of self-serve information available and the speed with which I can connect to a live chat agent. (Yes, an actual human being.) This is a good thing.
What do you dislike about the product?
The challenge to find what I need in a forest of options. Luckily there's the ability to connect with a live agent.
What problems is the product solving and how is that benefiting you?
All technical support matters for internals and customers, from triage to resolution. We have the ability to direct customers to a single point for support and distribute the work amongst any team member. This alleviates the risk of customers reaching out to individuals. We also gain a historical record of past interactions and solutions.
Great customer support experience
What do you like best about the product?
The support agent was efficient, kind and helpfull.
What do you dislike about the product?
Nothing. I went to the chat and few seconds after, someone replied to me.
What problems is the product solving and how is that benefiting you?
Having a all-in-one tool allow us to earn time and being more efficient.
Amazing support
What do you like best about the product?
Chatting in with support has always been a great experience.
What do you dislike about the product?
Nothing. I believe that the support I receive is prompt and accurate.
What problems is the product solving and how is that benefiting you?
Expanding and automating my company.
Recommendations to others considering the product:
Zendesk is amazing and so is their support
Excellent Support Tool
What do you like best about the product?
LOVE the robust features that Zendesk has to offer! Very easy to use and, once setup with triggers and automations, makes managing customer requests or any outside communication effortless.
What do you dislike about the product?
Price is a bit on the hight side compared to other paid solutions or open source ones.
What problems is the product solving and how is that benefiting you?
Customer communications not getting lost in day to day business.
Really easy to customize to meet our business needs!
What do you like best about the product?
The various customization options when creating ticket forms, fields, along with reporting options in Explore.
What do you dislike about the product?
I feel as though some of the basic Explore recipes within the guide online should already be included.
What problems is the product solving and how is that benefiting you?
We are able to better track interactions with our customers. Along with being able to store phone calls for view, we are able to have better documentation regarding customers sending us their equipment to diagnose and/or repair. We are able to better see how employees are spending their time during the workday.
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