Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Excellent product for all CX needs
What do you like best about the product?
Having used the product for a decade, I
What do you dislike about the product?
As a 10+ year customer, I can say with confidence and experience that this product will go beyond your needs and always continue to evolve on the bleeding edge of CX tech and integration capabilities.
What problems is the product solving and how is that benefiting you?
Zendesk provides a unified platform for many different internal and external services for sales and operations. The tools allow us to provide our customers with the best possible service and compete effectively in our industry.
All in one customer support
What do you like best about the product?
Zendesk's Knowledg base and integration facility is something I really like. It's really easy to setup and has a clean UI that's easy to use.
What do you dislike about the product?
I guess they can have a shortee lead time for solving challenges we face in day to day operations.
What problems is the product solving and how is that benefiting you?
We use Zendesk to automate various functions of our business. We also use it to maintain our knowledge base.
EASY TO LEARN
What do you like best about the product?
easy to search associated tickets. call capabilities such as NICE/Max Agent are integrated into ZD so you can make o/b calls via ZD.
What do you dislike about the product?
The way notes are arranged. In order to get the full story of the issue, you have to scroll all the way to the bottom.
What problems is the product solving and how is that benefiting you?
One stop shop. EG, if I'm looking for an article, ZD already has an area in it to do like an internal Google search.
Great support!
What do you like best about the product?
Although I've never had an issue in2+ years of using zendesk, when I had an issue logging in today after my phone did an update, my issue was rapidly rectified.
What do you dislike about the product?
Only issue was that it took a couple of hours to fix my issue, but it was not a work stoppage, I just couldn't access on my phone, my computer still worked fine.
What problems is the product solving and how is that benefiting you?
I can access my customer's questions quickly.
Support was prompt
What do you like best about the product?
I appreciate how responsive the support rep was. I also like how the Zendesk pop up appeared on my screen when I was on the platform to remind me that I had a pending support issue.
What do you dislike about the product?
It was explained to me why I could no longer access the beta dashboard, but next steps were not helpful. The first support rep told me that I needed to contact my administrator to get access, then the next rep told me that my company's account does not have this feature. I spent hours going back and forth between my dev. team and data analysts trying to figure out what access they needed to update, to ultimately not get the option at all.
What problems is the product solving and how is that benefiting you?
I wanted access to the new beta dashboard as reporting is a critical piece to the success of my team and overall customer experience.
Rapid Response
What do you like best about the product?
The response turnaround time was extremely quick and efficient.
What do you dislike about the product?
I disliked the fact that most of our issues had to be resolved manually.
What problems is the product solving and how is that benefiting you?
We mainly had ticketing issues.
Zendesk is great
What do you like best about the product?
I love the ease of set up overall for agents as well as administrators. The platform is user friendly. I used Zendesk at my previous company and fully intended to set it up for my current one as well. The Zendesk Startup program is incredibly helpful.
What do you dislike about the product?
There are so many capabilities of Zendesk that diagnosing the finer details and understanding how everything works together can be challenging. Thankfully, the Zendesk Support staff is incredibly helpful.
What problems is the product solving and how is that benefiting you?
I love how easy it is to track all support tickets and it's aggregated in so many ways. The analytics help me with reporting and diagnosing issues for our ever-growing business.
We love Zendesk
What do you like best about the product?
Zendesk is a great tcicketing system for any software or ecommerce business. I have used zendesk at carious organozations and loved the overall UI. Best feature is ability to escalate issues smoothly.
What do you dislike about the product?
I think there are couple of alternatives in the market that have a reall Good UI and much more supported featurs. Customer service can get better. It used to be very good before but overtime it's gone down.
What problems is the product solving and how is that benefiting you?
We have integated Zendesk with other solutions to cater to other parts of our business and it seems to work perfectly fine. It's helping my team solve the support tocket much efficiently.
Zendesk Support Suite is efficient, powerful, and user friendly
What do you like best about the product?
Zendesk is easy to use for everyone from SMB to Comm/Ent. It can be basic or complex with a wide range of configuration options that are intuitive and powerful.
What do you dislike about the product?
Many aspects of Zendesk feel like they've been pieced together. For instance, Chat and Messaging are similar but different, and cause much confusion. There are some big gaps missing like QA, internal tasks, etc.
What problems is the product solving and how is that benefiting you?
It provides a way to automate many business processes that were not possible previously.
Fairly quick and enlightning
What do you like best about the product?
The explanation provided by the agent was good enough for me to understand the issue and possibly correct it
What do you dislike about the product?
the fact that we can only get one issue solved at at time is a bit limiting, as multiple conversations have to be opened
What problems is the product solving and how is that benefiting you?
Mainly configuration of triggers/automations, that let's the tam have a better workflow
showing 2,121 - 2,130