Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Good Software
What do you like best about the product?
The product documentation is very thorough and easy to follow, making setup and problem solving much easier.
What do you dislike about the product?
Limitations that impact more company/project specific setup preference. Example: Inability to redact PII that is not in the body of the message, inability automatically to send certain calls straight to VM without setting up a workaround, etc.
What problems is the product solving and how is that benefiting you?
Coverage of multiple phone lines by 1-2 staff members at a time.
Amazing and Smooth experience post the initial configuration and an excellent Support system.
What do you like best about the product?
Zendesk Support Suite helps manage the tickets and the workflow automation and in keeping the queries neatly and organized.
What do you dislike about the product?
Customizations of the fields and views are very limited.
What problems is the product solving and how is that benefiting you?
Enables me to handle a large number of daily queries in an organized and timely manner.
Great tool, pathetic implementation support
What do you like best about the product?
I have used Zendesk for over 4 years and it is a fantastic tool for supporting customers across different channels.
What do you dislike about the product?
Not much to complain about Zendesk as a support tool but the implementation support extended for a new account setup is nothing less than disastrous. We were promised free implementation support while subscribing to Zendesk and we started paid subscription 3 months back but to date, not even one action has been completed. Luckily I know a lot about setting up Zendesk and have done it myself to keep moving forward. But the sheet apathy towards an account paying you thousands of dollars a month is the last thing expected from a company that is all about Customer Support management.
What problems is the product solving and how is that benefiting you?
Supporting customers on emails, chat and calls.
User-friendly CRM software and very informative analytics reports
What do you like best about the product?
Zendesk Support Suite helps our start-up company manage our Support tickets which in turn helps our customers have an awesome customer support experience. Zendesk is greater compared to our previous CRM.
What do you dislike about the product?
Creating the needed dashboards to measure productivity is quite confusing so you'll need to speak with Zendesk Support Team or read about it online; having additional features (which I think should be part of all their subscription plans) like an organic time tracker, instead of installing an additional app, it usually means more subscription fee.
What problems is the product solving and how is that benefiting you?
They recently made updates on most interfaces that I interact with as Support Manager which makes reports and/or dashboards easier to create, generate, and share with my peers.
Zendesk Support Review
What do you like best about the product?
Zendesk Support is easy to reach, and also easy to get a feedback, either on your chat, or on your e-mail, if you leave the page.
What do you dislike about the product?
The Admin part of the website could have some improvements, regarding fields, forms, etc.
What problems is the product solving and how is that benefiting you?
Quick feedback > Allowing me to have quick feedback towards my clients.
Great and quick support!
What do you like best about the product?
I needed help to understand some of the Zendesk Features, and the support given was intuitive and understandable.
Overall a very good support-based tool which helps answer tickets and store our knowledge base documents
Overall a very good support-based tool which helps answer tickets and store our knowledge base documents
What do you dislike about the product?
Nothing I can think of, that makes me dislike the tool.
What problems is the product solving and how is that benefiting you?
Helping us in responding to our users' requests and providing them with the support they need
Solid Ticket system
What do you like best about the product?
Simple user interface, Agents liked it
Automation possibilities useful and time-saving
Automation possibilities useful and time-saving
What do you dislike about the product?
High price per agent, free licenses for background staff ("light agent") very limited
Poor integration with CRM Hubspot, this lead to switching supplier
Support only via Chat, with poor response time
Poor integration with CRM Hubspot, this lead to switching supplier
Support only via Chat, with poor response time
What problems is the product solving and how is that benefiting you?
Zendesk helped us standardizing our customer order process, this simplified and structured the collaboration with production control
Customer support not tied to individual email addresses, central point of contact
Customer support not tied to individual email addresses, central point of contact
Zendesk Review
What do you like best about the product?
That customer needs are all stored in one central location
What do you dislike about the product?
There are so many features that it can get a little confusing. Like solved/unsolved versus closed/open. These seem very similar to me. Perhaps the admin should be able to turn on or off specific features for agents.
What problems is the product solving and how is that benefiting you?
I don't recall, but they solved it quickly. It was a small little technical error.
Zendesk is one of the most user friendly and nifty solution
What do you like best about the product?
Zendesk provides support almost anywhere to interact with prospects and customers. We can message live chat, social media channels like facebook and twitter and also email.
What do you dislike about the product?
At times when we run into issues, we have to encounter delayed customer service support. The UI takes time to adjust and learn. You need to pay extra for the users.
What problems is the product solving and how is that benefiting you?
It helps us connect our prospects snd cusptmers via multiple channels from within one dashboard and be able to productively work out of it. It helps us tap audience from across all our channels.
Zendesk is one of the best support tool
What do you like best about the product?
We can integrate it with social media platforms to respond quickly.
What do you dislike about the product?
Their support isn't as good as it used to be once upon a time
What problems is the product solving and how is that benefiting you?
Handling chats and interaction from social media platforms like Facebook and Twitter
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