Zendesk Suite
ZendeskExternal reviews
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Zendesk Review
What do you like best about the product?
I love that they are super responsive. Unless it is not an emergency. They really try to understand exactly what my problem is and then do their own research to help me figure it out quickly.
What do you dislike about the product?
Sometimes they don't understand it all. Which is ok and understandable. I also don't like the fact that I can't chat with support right away in their chat box. If I have an issue and want to talk to someone about it, I shouldn't have to wait for them to get back to me in 1-2 business days.
What problems is the product solving and how is that benefiting you?
They are solving my trigger and automation problems. These were created before I was hired on at this company and we are trying our best to get a good feel for how they operate and Zendesk makes it easy.
Quick response, clear answer, option to continue conversation when i got online.
What do you like best about the product?
Friendly person helping me, clear answer.
What do you dislike about the product?
In previous interactions I did not always see the response.
What problems is the product solving and how is that benefiting you?
I have many questions about the operation of the platform.
Zendesk is a solid CRM for any size business
What do you like best about the product?
Customizable and dynamic, you're able to bridge together several teams or business units to work together in an effective way. We've been able to set up multiple integrations with other tools using webhooks and other native integrations to help make actionable triggers that save us time and process effort. Reporting is very powerful.
What do you dislike about the product?
Unable to configure CSAT surveys beyond a basic thumbs up, thumbs down, comment. We also wish that you could do things like automating Ticket updates (public replies) and the Explore platform is powerful, but also quite tricky. It took us several years to get a reliable and solid dashboard - but now that it's set up it makes out business run.
What problems is the product solving and how is that benefiting you?
We use Zendesk support suite to support our customers from end to end, onboarding to break/fix. We've grown from 1 support person to over 35 worldwide and Zendesk was able to scale with us.
Zendesk Support Suite
What do you like best about the product?
We ultimately choose Zensesk as our CRM because everything is integrated in one place - chat, email and phone. It really creates a great agent experience which in turn creates an even better customer experience.
What do you dislike about the product?
We are a small organization and don't have the staffing to hire a developer, so learning some of the complexities with Zendesk can be challenging as we scale.
What problems is the product solving and how is that benefiting you?
Our last CRM was more segmented and disjointed and Zendesk was easy to deploy and get up and running quickly.
Zendesk is so powerful and useful to use
What do you like best about the product?
Integration automations and capabilities with other apps.
What do you dislike about the product?
Some configurations are still not ready.
What problems is the product solving and how is that benefiting you?
It´s helping us with customer succes. It's the best tool for our agents
Superb Zendesk
What do you like best about the product?
We are now getting real time engagements with our customers. Also, setting up is easy. If you get on a hurddle, zendesk support team is there to help.
What do you dislike about the product?
For me I dont see any downsides. Zendesk works for us
What problems is the product solving and how is that benefiting you?
Zendesk solves realtime inquiries from our customers in multiple channels
Snappy and Works Well
What do you like best about the product?
One location for receiving all support requests.
What do you dislike about the product?
The UI could be improved. Simple is better, yes, but a few tweaks to make it "feel" better would be nice.
What problems is the product solving and how is that benefiting you?
It allows us to manage a wide variety of support requests in one place, and allows us to create tasks in Teamwork and Clickup for quick resolutions.
I constantly have specific questions about the product and support always provides accurate answers
What do you like best about the product?
I like zendesk for its great feature set for building a quality support department. It's convenient to have all appeals in one place, track analytics, and easily create articles in the help center for both my clients and agents.
What do you dislike about the product?
Some additional features are missing:
- internal SLA
- custom ticket statuses
- agent statuses for working with tickets, chats and calls
- ticket routing
- support of other languages in the answer bot
Most of this has already been announced by zendesk. So I'm looking forward to the these improvements
- internal SLA
- custom ticket statuses
- agent statuses for working with tickets, chats and calls
- ticket routing
- support of other languages in the answer bot
Most of this has already been announced by zendesk. So I'm looking forward to the these improvements
What problems is the product solving and how is that benefiting you?
The main problem that zendesk suite solves is that the entire history of communication with customers is stored in one place
Recommendations to others considering the product:
With the choice of zendesk suite you get a powerful tool to build your support. Chats, emails, calls, social networks - all in one place. In addition, you will be able to track analytics with the powerful Zendesk Explore tool
Highly customizable, easy to use
What do you like best about the product?
Stable, comfortable. Easy to use and get around with lots of insights.
What do you dislike about the product?
Takes long enough to find how to reach out to the support team directly but the chat reps help find the relevant topic and provide further explanations. For some reason they disabled the sort by subject which is weird because it was super useful. Also I think there could've been easier ways to answer to multiple tickets simultaneously.
What problems is the product solving and how is that benefiting you?
We've been using Zendesk for years to manage customer tickets and split work between agents. We can get insights on the response times and easy to use macros, lot of ways to organize tickets.
Mostly reliable with some technical knowledge needed to fully utilise features.
What do you like best about the product?
All channels are native without the need for third-party providers. The help centre is simple to use for creating articles and topics.
What do you dislike about the product?
I would prefer to use a native feature for managing consultants as opposed to purchasing a subscription to an external provider like Tymeshift.
What problems is the product solving and how is that benefiting you?
The site speed is generally good so consultants can move through enquiry faster than before (we used Salesforce Service Cloud prior to moving into Zendesk). We hare getting to customers faster and haven't had situations where we were dangerously behind in SLA like when we were with Saleforce.
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