Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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On point and professional service
What do you like best about the product?
Very professional and although at times they are not able to provide a solution, they do their best to research and find alternatives.
What do you dislike about the product?
System knowledge limitation at times when needing help
What problems is the product solving and how is that benefiting you?
Trying to find best way to do routing for agents via messaging
Support, Data and Flexibility
What do you like best about the product?
Flexibility is key for us. We successfully twist and bend our Zendesk tool in a variety of ways to accommodate our needs
What do you dislike about the product?
The Zendesk internal support articles are very "wordy". More visual media would be welcomed
What problems is the product solving and how is that benefiting you?
Have Data to back up requests and needs for overall improvements in our procedures and our app development. Being able to query the needle in the haystack and find it quickly and then all the related needles as well depending on your needs is very easy to do
Recommendations to others considering the product:
Think ahead of how you want to evaluate your tickets. Setting up your forms and tags beforehand is much more efficient than going back and trying to radically change the tags, forms and macros.
Great response speed and communication
What do you like best about the product?
The real person was attentive to my question and able to get me the resolution I desired. Even after I didn't get the answer I needed right away, the follow-up was useful in getting me to what I needed.
What do you dislike about the product?
I would recommend some sort of "other" category when navigating through the chatbot commands. While I understand the point is to get as many people automated answers as possible, the questions I had fell outside of the options available to me.
What problems is the product solving and how is that benefiting you?
I've used the support suite as a customer for many applications and find it routes my questions to the best person while keeping it in a useful communication string.
Zendesk CRM Support
What do you like best about the product?
I like the intergration with other tools such as Maestro, Assembled. The ability to group customer interactions when an outage happens and to be able to send mass updates/resolutions
What do you dislike about the product?
The reporting tool takes a little time to learn and master. I would like to see a better live dashboard for live calls
What problems is the product solving and how is that benefiting you?
The benefit of having all of my channels in one application (voice, chat, email) is a huge benefit. It simplifies my reps day to day transactions.
The worst customer service experience I’ve ever had
What do you like best about the product?
Nothing. It was all terrible. I have never had such a bad experience and I work in customer service
What do you dislike about the product?
I tried Calling, emailing, and chat and ever single agent ghosted me until the 4th one. I never got a follow up from any of the 3 agents
What problems is the product solving and how is that benefiting you?
I got Zendesk so we could forward all the calls to our cell phones and have recorded lines. Also the phone trees
Recommendations to others considering the product:
Go somewhere else who will actually give support
THE Help desk software you need for your support team!
What do you like best about the product?
Loving the instant support I can now receive using the new chat option! Today I reached out for support and within minutes they had helped resolve my issue.
What do you dislike about the product?
Nothing! I always assume that if something is not working, it's user error and they are always available to help with issues big & small!
What problems is the product solving and how is that benefiting you?
Today I reached out because I was not sure how all of our available seats were used already and my ZD support agent quickly answer this for me!
Recommendations to others considering the product:
Zendesk has made our lives so much easier! Great product, support, and informational webinars!
Dedicated and thorough support
What do you like best about the product?
The agent I spoke to was very thorough and wanted to examine every detail to make sure we were both on the same page! The presented me with screenshots and links to help me.
What do you dislike about the product?
The ability to pop the chat out of the window. Also, unsure if there is the ability already tio get alert and/or notifications when a message is waiting to be seen.
What problems is the product solving and how is that benefiting you?
I'm using Zendesk support suite to provide support to my customers.
Easy to use and comprehensive!
What do you like best about the product?
A lot of customization opportunities that allow us to make the best use of the software. Internal reporting capabilities are also really helpful.
What do you dislike about the product?
Some of the menus/admin center options are confusing and not intuitive - i.e. having to go back and forth from the "Fields" and "Forms" menus to make changes to a Ticket Form.
What problems is the product solving and how is that benefiting you?
We are able to better track interactions with participants and know which staff member spoke to whom, and the result of the interaction. Enables better continuity across teams.
Great help support,
What do you like best about the product?
Fast, they did everything in their ability to help solve our issues. On the occasions that they could fix it, the solution was quick and precise. Great team!
Honestly, we haven't had the need to shop around with other competitors.
Honestly, we haven't had the need to shop around with other competitors.
What do you dislike about the product?
Nothing, the fact that there was no resolution was not their problem. But they tried.
At this time, it is taking a while to receive an update on changing our spam filter, but we were assured that it's underway.
At this time, it is taking a while to receive an update on changing our spam filter, but we were assured that it's underway.
What problems is the product solving and how is that benefiting you?
Spam filtering, and trigger aid.
The team is really here to help us fix any problems we may have in troubleshooting our setup. Always strive to see if there is anything else we can improve.
The team is really here to help us fix any problems we may have in troubleshooting our setup. Always strive to see if there is anything else we can improve.
On balance the better platform for support
What do you like best about the product?
Easy to navigate and good UI. You always feel in control.
What do you dislike about the product?
Would like to receive App notifications for web form submissions via API. Missing at the moment.
What problems is the product solving and how is that benefiting you?
Quicker turnaround and client satisfaction
Recommendations to others considering the product:
Give it a try!
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