Zendesk Suite
ZendeskExternal reviews
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Helpful tool
What do you like best about the product?
Reporting capabilities and macros make the job easier.
What do you dislike about the product?
For a customer service platform, their support team is not very responsive.
What problems is the product solving and how is that benefiting you?
Saving time answering customer queries, tracking up-sales managed by Support.
Powerful tool to work with customers. Both internal and external.
What do you like best about the product?
Triggers. They are absolutely awesome. It's possible to setup complicated rules which will transform ticket automatically
What do you dislike about the product?
The Admin center rolled out quite long ago, but it's still requires an additional click to navigate there. Reporting page (agent/reporting/explore/period:0) is almost useless. Please consider put some reports there.
What problems is the product solving and how is that benefiting you?
We're working with our external customers - both clients and providers. Having theese conversations in tickets allow us not to loose information in someone's personal emails. Many employees may work on one ticket. Internal notes - clever feature.
Recommendations to others considering the product:
Comprehensive service which covers 200% of usual requirements. In good hands it will become a real help for your business.
Zendesk Professional Suite
What do you like best about the product?
Helpful customer support (shout out to my girl Aubree)
What do you dislike about the product?
Some features are only obtainable through external apps (Round Robin, Redaction), no sound notification on new Email or Intergated Channel tickets (only Live Chat)
What problems is the product solving and how is that benefiting you?
Client problems from orders, withdrawal, whitelisting, or just general question about the company and product as a whole, including feedbacks
Recommendations to others considering the product:
The forum that they have is really instrumental and helpful for the growth of your Zendesk and admin stuff.
Zendesk has been my choice for suport CRM for years now
What do you like best about the product?
I know there are knowlegable support staff as well as a great community for getting help and ideas about how best to use this stofware
What do you dislike about the product?
I don't llke how email fowarding into ZD works. wish it were more robust
What problems is the product solving and how is that benefiting you?
Respoinding to user issues, and the ease of creating an online kb
Great product and great support!
What do you like best about the product?
Zendesk may be a little more expensive than some of the other options, but lots of integrations and the interface is clean and intuitive. I've done test trials with many of the other support ticket systems, but sticking with Zendesk.
What do you dislike about the product?
The cost is a little higher than some other options, but you get what you pay. Some setting options are not as flexible or configurable as we think we may like, but it makes sense to use them as they were intended.
What problems is the product solving and how is that benefiting you?
We are able to service our customers better and more timely using Zendesk. Some things get lost in email, so it's definitely easier to have one place to keep track of and manage customer issues. It's also great to be able to easily assign tickets to the necessary person or party.
Account owner change- Quick and prompt reply
What do you like best about the product?
So quick action and resolved sooner. Replying via email for the ticket. Metrics.Hiring platform questions and issues.
What do you dislike about the product?
Suspensions tickets: The regular ticket email has an automatic reply then it goes to suspensions.
What problems is the product solving and how is that benefiting you?
Hiring platform questions and issues.Easy way of resolving end-user problems.yes.yes.
Zendesk has helped streamline our Support
What do you like best about the product?
I like that all of the tickets are in one easy to manage place, and that I can review past tickets from a customer easily.
What do you dislike about the product?
I wish that it had a better customer management system or database.
What problems is the product solving and how is that benefiting you?
We have implemeted the bot and adding articles to our knowledge base customers can get an answer without having to reach out to an agent. Macros save agents time when replying to common questions.
WOW. This support team is incredible
What do you like best about the product?
Sean was INCREDIBLE in fixing my issue in a very fast turnaround time. Thank you so much for all the help!
What do you dislike about the product?
Honestly I want native dark mode and new alerts for tickets added to views. I have to use browser extensions for this and prefer native functionality.
What problems is the product solving and how is that benefiting you?
I actually have none. The nature of the beast is that we all get busy and can't sit in a support chat all day. I was able to check in with Sean as I had time and bandwidth, and it felt seamless and awesome. Thank you
Recommendations to others considering the product:
Super easy to use and helps manage tickets so well!
Zendesk Chat Support
What do you like best about the product?
Once I found the chat feature that took me to a live agent it was great. The agent was very helpful and resolved my issue.
What do you dislike about the product?
It took me a while after going through the bot to get to a live agent. The bot was challenging.
What problems is the product solving and how is that benefiting you?
Zendesk has moved some of its features. Therefore, I have had to search to locate where I need to go. It is getting easier to use the longer I use it.
Recommendations to others considering the product:
It took a while to find the help feature to chat with an agent. Also, alot of areas have been moved. I don't recall receiving any information showing all these changes. I feel I waste alot of time trying to read articles to resolve my issue.
Does the job nicely
What do you like best about the product?
It is the standard support suite that all other platforms base themselves on. It does the job nicely and connects to a number of other platforms like slack and Jira.
What do you dislike about the product?
If you're not using Zendesk guide as your knowledge base, it is not particularly friendly to other software platforms. We tried embedding another platforms widget into the support dashboard and struggled a lot
What problems is the product solving and how is that benefiting you?
Support suite is how we manage our customer complaints and technical issues that they are dealing with. With a support team spread out over 3 continents, it allows us to track the status of tickets with ease.
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