Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Rapid and competent support team
What do you like best about the product?
Connecting with the support team is simple and the staff is knowledgeable. Answers to important questions arrive quickly allowing you to continue with your workflow uninterrupted.
What do you dislike about the product?
While the email support is effective and helpful, it would be all the more so if live chat were an option. That way we could get instantaneous assistance.
What problems is the product solving and how is that benefiting you?
Zendesk |Support is assisting our team to better align our knowledge base and migrate from another solution quickly and efficiently. Thanks to the Support Team, we have successfully migrated our KB in a matter of days rather than weeks. Thanks!
Recommendations to others considering the product:
Go for it! Also utilize the community forums.
Good system but could be improved
What do you like best about the product?
I like the fact that both outgoing and incoming emails are synced back into the system
What do you dislike about the product?
The system will only allow 300 emails per day and the time for the day seems to be set in a different time zone to mine, so i cannot send until the afternoon.
What problems is the product solving and how is that benefiting you?
The problems that I am solving is not having to record email content again. The benefit is IO am able to use zendesk sell on my smart phone
Recommendations to others considering the product:
When setting up the app on your phone dont attempt to login via email. you need zendesk button
Zendesk Support Suite Review
What do you like best about the product?
I like that I could and customize the Explore dashboard, add triggers, automation, and also integrate with a lot of apps/platforms.
What do you dislike about the product?
I wish there was an easier way of keeping track of Explore recipes and bookmark them within Zendesk as an admin so that I wouldn't keep googling.
What problems is the product solving and how is that benefiting you?
So far, since I just started, I was able to resolve cherry-picking, share the team's performance, and the interface is user-friendly.
Recommendations to others considering the product:
Make sure that you have read everything you needed to know before setting It up: triggers, automation, channels, etc.
Friendly and accurate
What do you like best about the product?
Agent could see my user account and give feedback from the inside issue what saves time for us to fully explain what is happenning and for taking actions over the issue.
What do you dislike about the product?
Nothing. The system in general works properly, the agent was very helpful, quickly understood the issue and gave me the proper assistance with the tools required to get upon the issue.
What problems is the product solving and how is that benefiting you?
Cx wasn't receiving our replies and it seems that I hadn't configured properly one of the triggers for what the agent gave me all I needed for solving my issue.
Recommendations to others considering the product:
Is a little bit expensive when trying to get all the Zendesk suite but it is a highly powerful tool and that's why most companies like mine use Zendesk.
Very Flexible
What do you like best about the product?
Zendesk settings are quite flexible! This allows you to create setups that work for you and your team.
What do you dislike about the product?
It can be tough getting the hang of all the options for settings at first. The help center is great and so are the Zendesk support chat agents.
What problems is the product solving and how is that benefiting you?
We want to support our customers with both support tickets and chat. Zendesk helps us create this set up with a lot of flexibility
Generally is very powerful and useful platform, but need more detailed functions
What do you like best about the product?
The form is the most useful tool to help us categorize tickets and analysis and we can make decisions based on these results. Sorry we have not tried with other platforms so cannot provide more information
What do you dislike about the product?
Explore is completed to use, and I cannot check the related ticket based on the explore interface, the basic function for the query could be too simple and if need some calculation, may need coding knowledge, the plugin could be expensive
What problems is the product solving and how is that benefiting you?
visualize our call data and combine text, call, email together into only one platform, and the bot function is quite useful to help customers before connecting to an agent.
Zendesk is a useful tool to help companies manage their helpdesk.
What do you like best about the product?
Zendesk is very reliable. We did not have any outages during our year subscription period. If you need API access, Zendesk supports it and many other integrations.
What do you dislike about the product?
Out of the box, Zendesk does not have many customizable features. You have to know how the API, or pay for the most expensive subscription model to harness all of the features.
What problems is the product solving and how is that benefiting you?
We went from email based support requests to Zendesk. By switching to Zendesk we were able to reduce the overall email volume and prevent double duty on tickets that had already been replied to or solved.
Recommendations to others considering the product:
Consider other options that might be fit for your organizational needs.
Good User Experience
What do you like best about the product?
Ease of use and Zendesk support chat availability
What do you dislike about the product?
The terminology and customisation could be better. Not ITIL compatible
What problems is the product solving and how is that benefiting you?
Increased customer and customer (and Agent) satisfaction
There are some limitations and lack of basic features, support is not that good
What do you like best about the product?
It covers most of what is needed to run operations smoothly and track data
What do you dislike about the product?
There are many things so I'll only mention one: if someone is in a query in Explore, no one else can access it until they leave. When you want to check a query as a team, this is really annoying
What problems is the product solving and how is that benefiting you?
Product needs, self-service
Its okay just that some apps are for sale
What do you like best about the product?
The autoresponder feature and also WhatsApp
What do you dislike about the product?
That most apps are for sale and no image signature
What problems is the product solving and how is that benefiting you?
Auto responder and giving effective feedback to our clients
Recommendations to others considering the product:
Its easy to use and affordable
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