Zendesk Suite
ZendeskExternal reviews
6,468 reviews
from
and
External reviews are not included in the AWS star rating for the product.
The meain reason is Zendesk is a super complete tool.
What do you like best about the product?
It is super user-friendly and easy to use.
What do you dislike about the product?
The pricing seems to be very high.......
What problems is the product solving and how is that benefiting you?
It is the main tool we use to communicate with our customers.
Efficient and thoughtful service!
What do you like best about the product?
Access to a large suite of helpful tools and insight features with awesome customer service when needed. Zendesk allows our customer service agents to converse with our client base easily and efficiently.
What do you dislike about the product?
The Zendesk Help center and forums tools are not as robust as we would like. They are missing features and customization options that we feel would need in order to achieve our goals.
What problems is the product solving and how is that benefiting you?
Great customer service tools that ensures our customer support team is listening to our client base by monitoring statistical data in order to adjust our benchmarks.
Great tool for ticketing
What do you like best about the product?
Easy, intuitive program that works with many integrations and apps
What do you dislike about the product?
It is not possible to get desktop notifications for email tickets received
What problems is the product solving and how is that benefiting you?
Allowing me to connect with all teams through integrations and separate view inboxes
Recommendations to others considering the product:
Set up your integrations and workflows first before getting too deep in customer emails/chats
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.
With Zendesk since 2016 and overall it has been a good experience
What do you like best about the product?
I like the ability to modify workflows and reporting. Help Center is an easy user experience to set up as well as the chat widget. I'm not sure how it compares to other platforms, I've only used Zendesk. I would like to see the ability to send mass texts and emails without putting in one user at a time.
What do you dislike about the product?
I have had a hard time with the support. In the past, agents want to point you to an article right away. While I appreciate that, I'm not taking the time out of my day to be sent an article. I'm writing in for hands-on help to figure something out. Zendesk is a beast of a platform and there is so much back-end configuring required to create or modify new things. With recent changes, you are now telling your accounts what's considered urgent or not when sending a chat request. I personally don't appreciate that. I may be able to communicate with my clients but I have missing tickets which impacts our business. That's important to us. Also, when I take time out of my day to solve a Zendesk issue, I want to solve it when it works with my schedule, not yours. The new process doesn't feel client-centric at all.
What problems is the product solving and how is that benefiting you?
It provides a ticketing platform for our company that allows robust reporting. We have all features in one place, calls, chats, and emails. All of this has allowed our business to get ahead of problems with reporting or has allowed us to provide a quick fix before issues get out of hand.
Definitely recommend!
What do you like best about the product?
Zendesk offers the ability to completely redesign the Help Center from the ground up, using their build-in code editor. It makes you feel like you are in control of your own Support System.
What do you dislike about the product?
I have not found a feature I dislike yet and we have tested much different Omnichannel software.
What problems is the product solving and how is that benefiting you?
I have only ever had to contact Zendesk Support for two minor issues that I have either figured out the issue myself by explaining the situation or it has been quickly resolved.
Recommendations to others considering the product:
The full suite is definitely a no-brainer. You get the whole package for a pretty decent price, whereas other companies will try and sell you different software at different rates.
very frendly
What do you like best about the product?
user interface and zendesk full fill our requirement
What do you dislike about the product?
zendesk must have developer support to get quick customistion
What problems is the product solving and how is that benefiting you?
zendesk taking care of my support ticket and chat as well as my help centre.
Zendesk is a game changer!
What do you like best about the product?
The collaboration aspect of Zendesk is the best feature, easily merging tickets, assigning tickets to others, and being able to hop on a ticket that someone else is actively working on.
What do you dislike about the product?
The thing I think everyone would benefit from more is a more built-out phone system. I know Zendesk works with Twillio now but a native phone system that doesn't rely on a thrid party would be great.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is allowing us to collect vital data on Support trends and externally and internally that we as an organization can then utilize for changes internally
Recommendations to others considering the product:
Give it a shot! Zendesk offers a free trial as well to play around, it is worth giving at least that a shot
Easy to use, wish there was more reporting
What do you like best about the product?
Ease of use and ability to link problem tickets. Its easy to integrate with dialpad and live take notes during calls.
What do you dislike about the product?
hard to filter and find specific tickets. Typically you have to search for keywords to find the ticket you're looking for, not filterable by time frame.
What problems is the product solving and how is that benefiting you?
quickly connecting calls to tickets, it was hard for us in our old program to take live notes while on a call.
Recommendations to others considering the product:
I would recommend it for teams looking to grow, it makes it easier to take details notes.
showing 2,501 - 2,510