Zendesk Suite
ZendeskExternal reviews
6,627 reviews
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What a great tool for any service company!
What do you like best about the product?
The ease of using the platform after initial setup.
What do you dislike about the product?
The initial setup was a bit frustrating.
What problems is the product solving and how is that benefiting you?
We are able to route tickets in REAL Time.
this is a great system for in house support
What do you like best about the product?
the ability for user to send a ticket via SMS
What do you dislike about the product?
i would like to see a more tiered cost model for users/admins and helpdesk support people.
What problems is the product solving and how is that benefiting you?
using inhouse support
Love the product! Greatly improved our customer service with reporting and insights on their needs.
What do you like best about the product?
Zendesk as a product is solid. The platform is feature-rich, stable, and integrates well into our tech stack. From a support operations standpoint, it does what we need.
What do you dislike about the product?
AI CO-pilot needs work. it does not stand up to other competitive AI chatbot products.
What problems is the product solving and how is that benefiting you?
Allowing customers to easily reachout and get help with platform issues or questions.
Ease and Flexibility; built by support people
What do you like best about the product?
The flexibility of the product and the facts that it works the was support professionals work.
What do you dislike about the product?
Sometimes I struggle why something is so hard to report on, like Orgs, or how to report on a negative, like 0 case submission, etc
What problems is the product solving and how is that benefiting you?
Management and action on requests is easier, reportable and trackable.
Exceptional
What do you like best about the product?
Being able to manage collectively in one place.
What do you dislike about the product?
I can’t think of a negative, we love it!
What problems is the product solving and how is that benefiting you?
Being able to manage customer service in one place with oversight
Zendesk has made a huge impact on our Support team. We doubled our efficiency immediately!
What do you like best about the product?
The biggest impact with Zendesk Support Suite is the ability to have multiple support engineers collaborate on each other's tickets in real time in a live chat format. This has been a huge gain for knowledge share and collaboration!
What do you dislike about the product?
The initial hurdle we had to overcome was the lack of round-robin support out of the box. Even when attempting to use the Skill system for routing, it was a bit of a challenge adapting our process initially, but out team adapted quickly and it worked well for us.
What problems is the product solving and how is that benefiting you?
Zendesk is helping our Support team with scaling and supporting our clients efficiently and effectively. We are tackling more tickets than ever before (about double or triple from our previous system) and not even breaking a sweat!
Zendesk Conference
What do you like best about the product?
I love the a la cart style of setting an account up
What do you dislike about the product?
How sometimes making rules isn’t very user friendly
What problems is the product solving and how is that benefiting you?
We will be using it for AI capabilities, so that will address a lot of our problems
Very resourceful and easy platform
What do you like best about the product?
It's very easy and understandable. Also the openness of the suite makes it very resourceful.
What do you dislike about the product?
Doesn't have an accurate live data dashboard for explore
What problems is the product solving and how is that benefiting you?
Customer service calls handling. Agents management.
Intuitive, full service support platform
What do you like best about the product?
I love that it’s a Support platform, through and through. It’s not a Frankenstein system that has tried to branch off and do a million other things. Because of their focus on the market they serve, the product continues to be improved and advanced.
What do you dislike about the product?
I don’t have any downsides. The product has come SO far in the last several years!!
What problems is the product solving and how is that benefiting you?
It allows us to hear from customers and serve them in a multitude of different ways - chat, email, phone, web, etc.
All in one
What do you like best about the product?
What makes Zendesk the best option in my point of view is that it provides all of the support solutions that I need in a few clicks away. I can build complex flows with zero coding.
What do you dislike about the product?
Some legacy structures that seems to be left aside (like automations page)
What problems is the product solving and how is that benefiting you?
I can manage all my channels in one tool in a very seamlessly way
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