Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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time to resolution was extremely fast.
What do you like best about the product?
Besides the usual functionality, I was really impressed by their support service - time to resolution was extremely fast.
Had a worse experience with other similar companies.
Had a worse experience with other similar companies.
What do you dislike about the product?
I think that the UI could be better, especially inside a ticket. The mails could be messy as well.
Sometimes it hard to figure the structure of the mail that was sent.
Sometimes it hard to figure the structure of the mail that was sent.
What problems is the product solving and how is that benefiting you?
We use Zendesk for ticketing and customer complaints. It helps us to reduce time to resolution of incidents that our customers are facing and increase reliability.
My Experience with Zendesk
What do you like best about the product?
The support team are very helpful in explaining how different features work and resolving errors.
What do you dislike about the product?
The Zendesk interface can be difficult to navigate at times.
What problems is the product solving and how is that benefiting you?
Improving our customer service experience
Zendesk is all you will ever need
What do you like best about the product?
I like that I can have all of my team's support channels in one place, Talk, Chat, and Tickets
What do you dislike about the product?
Sometimes there are minor annoyances but not everyone can be pleased
What problems is the product solving and how is that benefiting you?
From simple to complex issues with our SaaS business. The benefits are the seamless integrations with our website and the excellent platform to build upon
Recommendations to others considering the product:
Just go all in it has the features you need
Fit for purpose, Intuitive with flexible rules and automations to tailor to business needs
What do you like best about the product?
Plenty of user-defined fields and customisations together with automation and triggers that used creatively can achieve a lot of efficiencies.
What do you dislike about the product?
Pricey at the enterprise tier which has features most mid-sized support operations would want to use. Restrictions changing historical categorisations is problematic for those changing business processes or wishing to maintain a clean reporting
What problems is the product solving and how is that benefiting you?
It provides a reliable platform for our multi-region support operation, catering to the variety of channels customers wish to use to engage with a support team.
Recommendations to others considering the product:
Understand how you wish to conduct your support operation in detail and apply the toolsets within the platform to meet your requirements.
Awesome support
What do you like best about the product?
Able to pick up tickets and do a lot from inside the ticket system
What do you dislike about the product?
Chat created a ticket. Was hoping to get to talk to someone on chat.
What problems is the product solving and how is that benefiting you?
How to navigate
Recommendations to others considering the product:
Maybe a more user friendly layout
But maybe it is just needing to get use to it
Learing
But maybe it is just needing to get use to it
Learing
Yapstone Zendesk Engineer
What do you like best about the product?
Verisitility and flexibity. It can be used for so many different CRM type things.
What do you dislike about the product?
Not enough video tutorials. While there is plenty of resources, I prefer to see it done. If I need to fix my car, I go to Youtube. If I need to know about plumbing, I go to Youtube. Wish I could find more resources on Youtube for it
What problems is the product solving and how is that benefiting you?
Processing customer data for our business
Exceptional support and great features
What do you like best about the product?
Zendesk Support Suite has many tools to creat a great experience for your customer and it integrates everything in one platform. That's time saving and practical.
What do you dislike about the product?
At the beginning Zendesk Support Suite seemed a little bit hard to handle because of many set-ups that should be made, but after a while it was very suggestive.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us with the customers interactions, we have everything in one place. Also, it's a big plus that we can monitor the fluctuations on our customers requests.
Automation and easy reporting
What do you like best about the product?
Help Centre, Reporting, Customisation....
What do you dislike about the product?
Some of explore is tricky to understand.
What problems is the product solving and how is that benefiting you?
Client education has become easier, Reporting is clearer once filtered correctly
Perfect for omni-channel support
What do you like best about the product?
Easy to setup. Based on your needs you can configure it in multiple different ways. All support channels are in one place.
What do you dislike about the product?
I'm not a huge fan of the reporting tool (Explore). It's not easy to use.
What problems is the product solving and how is that benefiting you?
We've added custom fields to the tickets. it allows us to track the reasons for the received cases and build our own dashboards.
Champions of customer support
What do you like best about the product?
I like the Zendesk support suite "Guide" and "Support" portals. Custom applications to help agents to solve problems fastly.
What do you dislike about the product?
Some limitations on the development and support side, and cost also more.!
What problems is the product solving and how is that benefiting you?
easily communicate with customers and give support on multiple channels using Zendesk support.
Recommendations to others considering the product:
Zendesk Support Suite is easy to use and maintains.
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