Zendesk Suite
ZendeskExternal reviews
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Zendesk makes everything easy and straightforward
What do you like best about the product?
The Zendesk interface is incredibly intuitive. If anything, we're not using as much as we could because the basic needs are so easy. I'm excited to dig in more and see how else we can optimize Zendesk!
What do you dislike about the product?
I wish there were more flexibility in routing. We have different agents working different schedules, and it'd be great if we could assign tickets based on shifts/specific times of day not just tags.
What problems is the product solving and how is that benefiting you?
We're streamlining all communication with our users. Before, we couldn't report easily on the scope or nature of issues that our users were facing and now that we can report on them, we can ID self service opportunities and try to help our users out.
Recommendations to others considering the product:
Read about it, browse the help docs, play around with all you can do.
Zendesk is a powerhouse!
What do you like best about the product?
Love the versatility and depth of the product. It is highly customizable, has a great app marketplace, and supports all of the relevant channels that our customers use. Really good product.
What do you dislike about the product?
It can be a challenge to stay current on all of the new features they are releasing as well as all of the possibilities you can leverage the tool for. I. highly recommend you use some preferred services to get it humming!
What problems is the product solving and how is that benefiting you?
One of the biggest problems we solve is the ability to pull Amazon Seller Central information into Zendesk via a middleware known as Channel Reply. Also creating a variety of help centers for our various brands under management.
Solid tool. The support/educational resources are top notch.
What do you like best about the product?
The help tools and information. Zendesk has gone over the top in creating robust and comprehensive self-support tools and educational materials for just about any question.
What do you dislike about the product?
Some elements of Zendesk feel slightly over-engineered and are less intuitive. While I love that Zendesk has so much in the way of support and self-help, I think there is opportunity to just simplify the tools a bit and make them easier to use. Most of these complaints come from administrative view points, not end user. For an end user, the system is straightforward and easy to adopt.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to cover customer tickets across multiple brands and comms channels. We also use it to support both our internal and external help centers. I love that everything is in-house. As a communications/education leader, I find the streamlined way of attaching help center content to customer communication extremely helpful, and the internal deflection tools are great. We've seen a positive adjustment in our deflection rates using Zendesk tools.
Recommendations to others considering the product:
Initial setup can be complex and may be worth investing in a dedicated resource/contractor for assistance. Maintenance post-setup is workable with experience. It's a very robust system with lots of ins and outs.
Best support tool - Easy to use
What do you like best about the product?
Easy configurations, great analytics. Thanks to their online tranings and knowledge base, we implemented Zendesk in 3 weeks.
What do you dislike about the product?
Not much to be honest. The suite has a great UI and the configurations are easy.
What problems is the product solving and how is that benefiting you?
Increasing the customer satisfaction of our platform users
best support
What do you like best about the product?
communication and updates are getting better
What do you dislike about the product?
some functionalities stop working from time to time
What problems is the product solving and how is that benefiting you?
tickets were not created from chat
Recommendations to others considering the product:
do not hesitate in giving it a try
Customer Service that feels human
What do you like best about the product?
Ease of use, personal Customer Service that doesn't feel like a robot, speed of resolution
What do you dislike about the product?
There is really nothing I disliked in this interaction.
What problems is the product solving and how is that benefiting you?
I am learning to use the platform as I am interested in working at Zendesk
Recommendations to others considering the product:
You will love it
Helps us to support customers all over the world!
What do you like best about the product?
I think that Zendesk is really helpful to get an overview of your open requests and it's very easy to use for anyone on the team. It comes with many useful features and helps us to resolve requests as fast and efficiently as possible.
What do you dislike about the product?
Sometimes, bugs can come up and it can be quite annoying too, but the Zendesk support team is really trying their best to get any issues resolved as soon as possible!
What problems is the product solving and how is that benefiting you?
We're handling our daily customer requests through Zendesk and save a lot of time in doing so, it also increases productivity! We see many benefits and have many ways of customizing our customer service solution as well.
Knowledgable and personable
What do you like best about the product?
I forgot that I had a chat session open and the Zendesk rep waited about 20 minutes until I returned. I thought that was a very kind gesture and saved me time from re-queueing. I also got an answer to my problem and a link to the steps to fix it.
What do you dislike about the product?
I didn't really have any issues with this, other than the problem itself, but there's always going to be problems. Zendesk helped me fix it though, and their chat support rep was friendly, prompt, and accurate. Just about as good a support experience as one could hope for.
What problems is the product solving and how is that benefiting you?
This helps us service clients of our app and service. We're able to coordinate between engineers, support, product to ensure our customers are having their needs met.
Zendesk is the best ticketing system
What do you like best about the product?
I love how customizable Zendesk is and the way that it links up so well with the help center and many other integrations.
What do you dislike about the product?
I do not like Zendesk talk - Talkdesk is still superior with live reporting and customizations for this channel.
What problems is the product solving and how is that benefiting you?
Having everything in one place and allowing agents to tier tickets and submit right to Jira.
Recommendations to others considering the product:
Zendesk is a wonderful ticketing system that does it all.
zendesk visually is great; easy to follow
What do you like best about the product?
the overall setup visually. user friendly
What do you dislike about the product?
reporting and explorer. it's terrible and not easy to use
What problems is the product solving and how is that benefiting you?
having a all in one SaaS. tracking internal and external
Recommendations to others considering the product:
Make sure you have a road map built out of how you would like to use the zendesk suite. from support, to documentation, down to reporting.
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