Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Great Tools and Service
What do you like best about the product?
It's a well-laid out, easy-to-use platform that helps you to seamlessly assist with enquiries.
What do you dislike about the product?
Nothing that I can think of at the moment.
What problems is the product solving and how is that benefiting you?
They assisted with the set up of our Flow Builder. The new update which includes Intents and Answers for the Bots was confusing.
Server Error Response Time
What do you like best about the product?
Jhan and Beau were very helpful and kept me updates.
What do you dislike about the product?
I asked about the proper process for submitting errors, and I did not get a firm answer. I just assumed it was to use the chat bot?
What problems is the product solving and how is that benefiting you?
Server was down this morning. I reached out to log the issue.
We had to keep escalating our issue and finally a response saying that they didn't have a resolution
What do you like best about the product?
They have articles to support, chats good
What do you dislike about the product?
It takes a while to get help, the resolution time.
What problems is the product solving and how is that benefiting you?
Our chat function is experiencing missed chats, we have been given a resolution to try.
Back to ZD
What do you like best about the product?
Easy upgrade from an e-mail-only Support to a more sophisticated solution.
What do you dislike about the product?
Individual Agent seat Licences can be tricky to manage as you grow and initial costs escalate accordingly.
What problems is the product solving and how is that benefiting you?
Deflecting issues from strained Tier III Support and making sure the right issues are being routed to the right person or group.
Superb customer service
What do you like best about the product?
Not a generic automated response for inquiries. The rep that helped us took a very personal and detailed approach to getting our problems solved. When above and beyond for each problem.
What do you dislike about the product?
Can't say there was much to dislike. That said, the time in responses could have improved if our cases were not so complicated. Because we had a complicated issue I understood there may be some delay.
What problems is the product solving and how is that benefiting you?
The personal approach allows us to rest assured Zendesk has our back with any issues that may arise.
Great Customer Service
What do you like best about the product?
helpful, quick, efficient, knowledgeable
What do you dislike about the product?
took a little longer than I would have liked.
What problems is the product solving and how is that benefiting you?
zendesk calling and talk which is important to connect with customers. It is essential.
Great Customer service
What do you like best about the product?
How someone was able to contact me back within 15 minutes?
What do you dislike about the product?
That we have to monitor the issues and keep monitoring over a week's time
What problems is the product solving and how is that benefiting you?
They help turn emails into tickets, which helps us keep track of our correspondences.
Very determined to solve my issue
What do you like best about the product?
Agents are very willing to go the extra mile to assist!
What do you dislike about the product?
Sometimes responses were far between leaving me unsure how to proceed.
What problems is the product solving and how is that benefiting you?
Soling phone quality to improve customer experience.
Easy and helpful
What do you like best about the product?
It was very easy to use the chat option to reach a support agent. Not having to stay on the chat but being able to continue working while the agent worked on my request was great. My issue was clearly resolved and in a very short time.
What do you dislike about the product?
I would have liked to be able to monitor my chat from my Zendesk app. As I was notified via email, I received it on my phone but had to physically log into my computer to respond. Not a big deal but something I would like to see in the future.
What problems is the product solving and how is that benefiting you?
I needed records of my calls and a way to access the log for all agents. The support agent clearly directed me to where I needed to go and provided additional options for utilizing the information I needed.
Well informed
What do you like best about the product?
The triggers and notifications which automate things.
What do you dislike about the product?
setting up codes because they are hard to figure out
What problems is the product solving and how is that benefiting you?
email conversations are much easier to track
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