Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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Quick service, Support Centre link difficult to understand
What do you like best about the product?
Helpful support staff, quickly served with help link
What do you dislike about the product?
Had to wait for service - told 15minutes, but it was a bit quicker. The link to support centre was not hyperlinked
The support centre article was full of jargon and I had to go back for clarification
The support centre article was full of jargon and I had to go back for clarification
What problems is the product solving and how is that benefiting you?
New service supporting website users via new channels
Recommendations to others considering the product:
None
Good tool to begin with managing customer issues
What do you like best about the product?
Zendesk Support Team and the offered functionalities
What do you dislike about the product?
Automations and triggers are not very useful.
What problems is the product solving and how is that benefiting you?
Managing SLA's
https://support.zendesk.com/hc/en-us/community/posts/4409217598490-SLA-Alerting-in-Minutes?page=2#community_comment_4534105641626
https://support.zendesk.com/hc/en-us/community/posts/4409217598490-SLA-Alerting-in-Minutes?page=2#community_comment_4534105641626
Using ZenDesk Support Suite for Customer Software Onboarding
What do you like best about the product?
Zendesk allows my team and I to have a central location for incoming calls and emails, so that we are able to prioritize our own projects, and help out other team members if needed.
What do you dislike about the product?
Zendesk Support has problems with post call cooldown, and seems to not recognize my headset on occasion. I have also run into issues where the site does not allow me to make outbound calls until I close my browser, and browse back to the site.
What problems is the product solving and how is that benefiting you?
Before using Zendesk, my team did not have a way to cover for each other when someone was out. Now, all of our customer contact is visible to the entire team, making it easier to lend a hand.
It has the basics.
What do you like best about the product?
- Customer support reply via Zendesk Help is often fast and reliable.
What do you dislike about the product?
- No Google Data Studio integration
- No way of using Support views in Explore as a way of data analysation.
- No way of using Support views in Explore as a way of data analysation.
What problems is the product solving and how is that benefiting you?
- Direct relationships with different user groups.
- Useful analytics and quick, standardised reply system.
- Useful analytics and quick, standardised reply system.
A short review
What do you like best about the product?
The system is really detailedly engineered. It makes the system reliable and robust. The user interface is also great. Help center is useful and easy to learn the learning curve is not steep.
What do you dislike about the product?
The instagram and facebook integration is awful. Basically you can't use it. When a new message comes it doesn't shows the old conversation and when you answer the conversation and another answer comes after that it thinks that it is a new conversation and sends the welcome message again automatically.
What problems is the product solving and how is that benefiting you?
It makes my customers problems easily handled in one place. Easier to see bigger picture. And having an analytics for all of my customers' problems is perfect solution.
Recommendations to others considering the product:
If you are using it for social media don't buy it but otherwise perfect solution.
Efficient Bug Support
What do you like best about the product?
The support team was highly communicative and generous in their explanations. I was grateful for Manu's timeliness and their willingness to support me with the problem I had encountered.
What do you dislike about the product?
There wasn't anything to dislike. The Support team that reached out to me explained the problem and the resolution they had implemented. Everything was transparent and timely
What problems is the product solving and how is that benefiting you?
The problem we have is an overwhelming need for support from our clients. Being able to field these needs - their question, concerns, hopes, and ideas - is a monumental undertaking that demands every bit of organization available
Recommendations to others considering the product:
Maximize your efficiency with configurable macros
First experience with Zendesk
What do you like best about the product?
The people at Zendesk Support Suite are responsive and helpful
What do you dislike about the product?
It is unclear why support@Zendesk is not supported any more, it is difficult to make initial contact and I worry that I am bothering people if I fill out a ticket
What problems is the product solving and how is that benefiting you?
I have a meeting set up to discuss adding automated tags to onboarding documentation on Zendesk and how that could be accomplished. After the meeting, I will know more.
Exceeds in areas, falls short in others
What do you like best about the product?
After digging in and finding solutions you can accomplish a lot, unfortunately, you're forced to improvise solutions that solve for your needs. Great reporting (when it's accurate) Their support team is fast, friendly and knowledgeable!
What do you dislike about the product?
Reporting is very unreliable, with identical queries often returning different results. Their account managers call until you tell them to stop. My account manager called repeatedly while I was on vacation, then went down the list of old contacts they had on file to tell them they were "urgently" trying to reach me. When I finally broke down and called while on vacation, it ended up being a sales call, needless to say, I was livid and that experience left a really bad taste in my mouth.
What problems is the product solving and how is that benefiting you?
It helps us stay in touch with our customers, and organize/funnel contact in ways that work for us. Using triggers and settings we can effectively control SLAs and keep our tickets moving quickly.
Lots of nuances to work through
What do you like best about the product?
Being a cloud-based application is extremely helpful. There are a lot of things you can do with Zendesk, just have to know what can be done. There is a lot of documentation on how to use the system.
What do you dislike about the product?
The system is quirky and uses tags too much. It is very difficult to get data reports out of the system. Would like to see that streamlined and have confidence in the results.
What problems is the product solving and how is that benefiting you?
Zendesk is helping my organization track customer support issues. While it isn't as costly as other products, it also doesn't seem to be as user-friendly as them either.
Knowledge Review
What do you like best about the product?
I love the User Interface of Zendesk Guide.
What do you dislike about the product?
Lack of KCS features in the Knowledge area
What problems is the product solving and how is that benefiting you?
Self-Service problems. Needs major improvement in the KCS area.
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