Zendesk Suite
ZendeskExternal reviews
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Hard to compare!
What do you like best about the product?
Expectation setting is always appreciated. Somehow, the automated bot that Zendesk always gives updated waiting times (as if this was a theme park) so I know when to come back.
What do you dislike about the product?
I wish that the Zendesk messaging feature had sounds to let me know when the agent responds to me.
What problems is the product solving and how is that benefiting you?
The questions I come in with are always far between each other, it's not all relative to each other. The coverage that the team provides is extremely strong and they're able to provide extra reading material, when applicable.
Recommendations to others considering the product:
Zendesk offers round the clock support for all questions surrounding their suite of applications and there is never a dip in quality of that service!
Knowledge of support staff varies
What do you like best about the product?
It's convenient and fairly easy to operate.
What do you dislike about the product?
The knowledge of the support staff varies greatly, I've been given incorrect information more than once. If all the support members were like Gavin, I would have a MUCH better experience.
What problems is the product solving and how is that benefiting you?
Usually, my simple questions are solved quickly, it's very convenient to be able to chat with an agent through zendesk.
Zendesk Support Review
What do you like best about the product?
I think the ability to see all tickets is quite helpful, as well as seeing teammates tickets
What do you dislike about the product?
We experienced a lot of bugs and issues trying to get our SLA to work. It was a pretty complicated experience.
What problems is the product solving and how is that benefiting you?
We are solving tickets quicker then usual, and we've been able to see lots of great metrics
Zendesk Support Suite Review
What do you like best about the product?
The best aspect of Zendesk Support Suite is the ability to have an integrated FAQ with self-service answer finding.
What do you dislike about the product?
There are a number of different 'verticals' within the Zendesk Suite and it complicates the way that each 'vertical' talks to each other with regard to the Support Suite. There isn't a seamless click integration.
What problems is the product solving and how is that benefiting you?
We are solving questions with pre-written answers for our userbase and using the new inquiries to determine future feature development and best practices.
Recommendations to others considering the product:
If you don't need all the other integrations such as CRM and chatbots and phone, etc. there are easier solutions.
Highly customizable service platform
What do you like best about the product?
Zendesk allows you to quickly adapt to changing service requirements easily. Do you need to add an extra field to tickets? No need to activate a technical resource to code - you can add and implement it quickly. Makes responding to changing needs a breeze.
What do you dislike about the product?
There will be times that you find options that you would like to use but they are only available in the next suite level. There is no ability to "a la carte" much-needed components without paying for every agent to have access. It would be much more preferable to purchase licenses at different levels to tailor Zendesk use to a variety of teams.
What problems is the product solving and how is that benefiting you?
We have streamlined communications within our service team. We were working customer service issues from a shared Outlook mailbox and stumbling into each other. Zendesk helped us allocate workloads and enabled CSRs to focus on their assignments without crossing the efforts of others.
Recommendations to others considering the product:
Start with one department within your organization and look for ways to integrate into others. For example, having accounting resources on Zendesk allows CSRs to transfer tickets requesting accounting help to the correct resource.
Graet Omnichannel experience
What do you like best about the product?
I like the possibility to manage many channels from one unique platform.
What do you dislike about the product?
Sometimes reporting can be a bit complex
What problems is the product solving and how is that benefiting you?
- Ease the collaboration between departments
- Great knowledge base accessible from all the company
- Quick response to customers
- Great knowledge base accessible from all the company
- Quick response to customers
excellent support
What do you like best about the product?
extensive list of support and FAQ available online
What do you dislike about the product?
user interface and reporting is not specific
What problems is the product solving and how is that benefiting you?
reporting cannot be specific date
Intuitive UI and fast, responsive customer support.
What do you like best about the product?
The interface for front line support agents is very intuitive and easy to learn.
What do you dislike about the product?
The lack of functionality to forward support requests out of the zendesk system.
What problems is the product solving and how is that benefiting you?
We can provide a fast, informative response to our customers. This in turn provides our customers with an excellent customer experience.
Everything in one place.
What do you like best about the product?
I love that I can see most of what I need from one workspace. We can service our customers with ease.
What do you dislike about the product?
I would love to see a more robust CRM platform within Zendesk support.
What problems is the product solving and how is that benefiting you?
We manage multiple websites and Zendesk makes it easy to identify the correct site's support tickets.
Great interaction
What do you like best about the product?
The support agent was able to provide me with a quick solution and with the correct guides to get a solution to my solution.
What do you dislike about the product?
The only thing I would say would be to quicken the agent joining the live chat, other than that it was great.
What problems is the product solving and how is that benefiting you?
One of our agents was unable to access their account, the agent was able to provide a solution to this.
Recommendations to others considering the product:
It is a great product
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