Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Explore Query / Remove a Line
What do you like best about the product?
I was able to add screenshots to show Elaine what I was trying to explain. Elaine provided instructions and waited for me to try them out. When it did not work Elaine shared a video with the instructions to remove a line from a query.
What do you dislike about the product?
The wait time was longer than mentioned and there was not an updated ETA after the 10 minutes wait had passed. Elaine asked for information and I did not understand why they needed it.
What problems is the product solving and how is that benefiting you?
I needed to understand how to remove a line from a ZD Explore query. The chat feature was fantastic because I was able to talk to someone right away in real time.
Recommendations to others considering the product:
I can achieve massive amounts of communication that is organized and easy to obtain data.
Comprehensive but a bit complex
What do you like best about the product?
Most things are customizable. Easy to chat with customers and track their issues. Easy to set up views and see what people are working on.
What do you dislike about the product?
The reporting features. It's incredibly complicated to get insight into the particular things needed. That's not super intuitive. Also, while the system is customizable, it can be complex and difficult to understand. Also I feel like there's a LARGE amount of features that I don't know about and am not utilizing b/c things are hidden or it's not clear.
What problems is the product solving and how is that benefiting you?
Our entire Customer Experience department runs out of Zendesk. We answer emails and take chats to help resolve any customer asks, issues or complaints.
Quick and user-friendly support
What do you like best about the product?
Three things I like the most about ZD support:
1. Quick and accessible 24/7
2. They solve my issues
3. They're patient and user-friendly
1. Quick and accessible 24/7
2. They solve my issues
3. They're patient and user-friendly
What do you dislike about the product?
ZD platform is outdated a little bit. Hope we'll see some development in the near future
What problems is the product solving and how is that benefiting you?
ZD Support helped a lot with setting the triggers and live chat. It improved the overall performance of our CS team
Flexible system to complete customer support tasks
What do you like best about the product?
Zendesk allows you to easily automate tasks that can be a drain on any support staff. Routing tickets, integrating support channels, messaging using Answebot helps to cut down on the high volume easy to handle questions.
What do you dislike about the product?
Zendesk gets most everything right, but not being able to have a personal view for followed tickets leads to some extra clicks. I would like to see Answerbot have more blocks to build advances flows, such as a link to an external site.
What problems is the product solving and how is that benefiting you?
Answerbot is a great help in providing responses via the site widget in a quick friendly manner. Pulling tickets in from all of our support channels into one place is a huge time saver.
Very vast and easy platform to use. Lots of great features!
What do you like best about the product?
I like the chatbot creator. The chatbot is very easy to configure and also easy to upload.
What do you dislike about the product?
Sometimes our chats get a slight lag. So our customers doesn't receive chats.
What problems is the product solving and how is that benefiting you?
We have realized meany automations from Zendessk that helps our business
Zendesk Support Suite
What do you like best about the product?
I like the convenience of working, good support, cross-platform linkage, and integration on mobile phone applications.
What do you dislike about the product?
I know maintenance is necessary, but sometimes it interrupts business operations.
What problems is the product solving and how is that benefiting you?
I have an INS connection problem when processing tickets. but it has been handled.
Recommendations to others considering the product:
N/a
Immense capabilities
What do you like best about the product?
Zendesk support not only allows us to communicate with our customers, it also has immense capabilities to allow for a fully customized experience. Whatever your needs, Zendesk likely has a solution for it.
What do you dislike about the product?
Onboarding is quite intense. If you aren't prepared for it, it can be incredibly be daunting, so it's probably best to get in touch with Zendesk, use their training materials, and make sure you do it right.
What problems is the product solving and how is that benefiting you?
Communicating with customers across multiple channels, reporting on those communications in a way that is easy and informative, and making product changes based on this reporting.
Good and fast support assistance
What do you like best about the product?
The Zendesk support team always replays by email relatively fast and provide assistance with the problem described
What do you dislike about the product?
Before getting a straight answer for your problem, the support team sends you links for online guides to review by yourself that usually do not actually help me with my specific problem. Only after I replay to them that the online guides are not helpful, I get an actual answer.
What problems is the product solving and how is that benefiting you?
I've had some specific problems with our Zendesk Support account, certain information I tried to look for etc., and the support team always tries their best to fully understand my questions in order to provide the best answer.
Fine platform
What do you like best about the product?
I find the open ticket feature very helpful-if a customer responds to one of my tickets, I am able to see it easily on the first page of my view. Makes keeping track of conversations super easy.
What do you dislike about the product?
Phone numbers do not populate under customers or a history of tickets with the same number. Email tickets as well are all kept separate. It makes tracking previous conversations a bit tricky.
What problems is the product solving and how is that benefiting you?
When we used ZenDesk, our team benefitted from its simplicity. All of the functions seemed intuitive and easy for agents to navigate.
Recommendations to others considering the product:
Take the time to get familiar with the Suite and with any other platforms your company uses. ZenDesk can be great and easy to use!
The best support system
What do you like best about the product?
It is very robust. Before Zendesk we use a chat system that wasn't relevant for our needs. With Zendesk we have the ability to contact customers via chat, email, Whatsapp, phone and even SMS.
What do you dislike about the product?
I think that there are many feature requests that are in queue for many years. I defiantly think that many more helpful features can be added, to make our experience much better.
What problems is the product solving and how is that benefiting you?
I solve customers issues and automated malfunctions reports.
Recommendations to others considering the product:
Best available software.
showing 2,841 - 2,850