Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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It's easy to use, but does have some room for improvement
What do you like best about the product?
I liked the fact you could easily locate conversations through ticket numbers, escalate to another agent, and integrate it to social media, such as Instagram and Facebook.
What do you dislike about the product?
I disliked the occasional bugs we encountered. For instance, there were times where I had to use Instagram directly on their website instead of through Zendesk, due to bugs in the integration, which did take some time to be solved.
What problems is the product solving and how is that benefiting you?
When I was using it, it helped me answer all my clients in an organized fashion and we were able to create an interactive dashboard which was great for data analysis.
Recommendations to others considering the product:
It is an overall complete software for customer support management and they offer good training material for agents, as well as interactive events for knowledge and networking in the industry. It did have occasional inconveniences and bugs, though, but once they were solved the experience was pretty smooth.
Not the best user experience, can be chaotic, but gets the job done.
What do you like best about the product?
It's nice that you can set up your own automations and business rules.
What do you dislike about the product?
The account manager that is our point of contact is nonresponsive. The moment we paid for the account until he only responded to one email because I asked the sales person to make a second and third introduction. Crickets after that.
What problems is the product solving and how is that benefiting you?
Gets tickets from our clients to us.
Quick and accurate assistance
What do you like best about the product?
I am able to quickly get my questions answered, and when it is something too specific or unique they are able to have an agent reply super fast.
What do you dislike about the product?
The prompted assistance takes too long to get through in order to ask your question to an agent.
What problems is the product solving and how is that benefiting you?
It is helping me to design my internal ticketing system to give team members the best user experience
Lots of functionality, reliable, but slow improvements
What do you like best about the product?
Zendesk is a solid foundation for our contacts. You can have a simple base or add many levels of customization to it using custom apps, or marketplace apps.
What do you dislike about the product?
Zendesk takes a LOOONG time to make some changes. They offer so many features that change to one can take forever and sometimes basic functionality is missing but "on the road map"
What problems is the product solving and how is that benefiting you?
Zendesk is bringing all our conversations into one place, saving our teams time and effort running around different systems
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
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