Zendesk Suite
ZendeskExternal reviews
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Great tool for customer service management
What do you like best about the product?
What I like the most about Zendesk is how easy to use the platform is. Agents don't need extensive onboarding to learn the platform as it is very intuitive. Message from customers can be attended in an organized manner.
What do you dislike about the product?
I've been using Zendesk for over a year now and have not had any issues with the platform so far. There's nothing I dislike about it as it helps me be more productive and attend to my customers requests in a fast way.
What problems is the product solving and how is that benefiting you?
I'm solving primarily customer support issues. By paying for the support suite I have a vas array of products that also help me analyze and report on the customer support metrics.
Recommendations to others considering the product:
Make sure you get acquainted with all the available plans to find the one that fits your needs and your company's needs the best.
It's very confortable and useful. It's open to extend by the API and multiple connections.
What do you like best about the product?
The time you can save using it and be able to have all the support in one place. The multiple connections and the way you can expand all the features it's very good.
It has very good documentation also. The help center it's very good too.
It has very good documentation also. The help center it's very good too.
What do you dislike about the product?
Some kinds of integrations don't work very well and Zendeks uses some automation or triggers to respond to some tickets by default but you can handle it and use it for multiple purposes.
What problems is the product solving and how is that benefiting you?
The multi-place for support tickets, having all in one place is the best. The skill to create automation, triggers and connect everything you need to Zendesk it's very useful too. Having the help center connected with the support tool it's a benefit too.
Zendesk is a great customer support experience, taking big steps to level up in the playing field
What do you like best about the product?
I like that Zendesk is moving towards how customers expect support in 2022
What do you dislike about the product?
Zendesk's time to launch new products and features is typically behind other more agile companies, this should be improved.
What problems is the product solving and how is that benefiting you?
Ticket workflows and automation allow our agents to get time back.
A game-changing support system
What do you like best about the product?
I love Zendesk's simplicity and available integrations. The software is very easy to navigate and user-friendly. The ability to use macros is also a huge bonus.
What do you dislike about the product?
The layout of Zendesk was confusing at first. It was definitely something to get used to when coming from Salesforce. I definitely recommend taking a look at an intro tutorial that way you know how to navigate. However, it's super easy to learn and remember after a couple uses.
What problems is the product solving and how is that benefiting you?
We are solving customer tickets via email, phone, and text. The benefits are amazing. We can literally connect with our customers in whatever method they're most comfortable with.
Very Good Tool
What do you like best about the product?
Zendesk makes it easy to manage support inquiries from customers. We have used it at several companies I have worked for, and it has always served us well. I work on the Customer Success side of the house, so it is great to be able to go in and look at all the tickets a particular customer has put in to gain insight into how their experience with the product is going. We also have it integrated with ChurnZero (our Customer Success platform) so we can get alerts if a customer has filed more than x number of tickets in a given period of time, which is super helpful for our team. I also like that CSMs can be copied on tickets from their customers so they can easily hop in and reply or leave an internal comment if needed.
What do you dislike about the product?
For the most part, I am very happy with Zendesk. If I had to choose something to improve, I would say that the search functionality is sometimes not great, especially for weird/unique company names, which can sometimes make it hard to find the ticket you're looking for. I have also heard that the reporting leaves some things to be desired, especially for larger support orgs, but I haven't run into it myself.
What problems is the product solving and how is that benefiting you?
The problem Zendesk solves for us is how to provide a consistent, quality experience to our customers for their support needs. We get tens of thousands of tickets per month and are able to service our customers quickly and consistently using Zendesk.
Good interface and very organized
What do you like best about the product?
The system is very detailed and customizable. The help center messaging is very helpful and for the price point, it really is a pretty good product. Overall happy with it
What do you dislike about the product?
There isn't a lot of on-demand support. I would love a direct email to help with questions or tech support. A phone number to call and walk through questions would be ideal.
What problems is the product solving and how is that benefiting you?
Zendesk help center has been helping us with overall support management for our team. We have implemented a chat feature and can monitor issues, and common concerns of our clients.
Recommendations to others considering the product:
I recommend having an operations manager to focus on the system. It is time-consuming to set up and makes it easier to have a dedicated person working on it
Customer Service Made Easy
What do you like best about the product?
Managing customer requesting and reviewing historical inquiries is made easy. The platform functions well and really helps keep our Customer Service Organized.
What do you dislike about the product?
We have been a Zendesk customer for 10 years however extremely poor communication regarding chages to subscription and service offerings and pricing changes along with abismil Customer Service themselves has caused me to seriously reconsider this platform as a viable option for us going forward. I unfortunately cannot recommend this platform until their own Customer Service issues are addressed.
What problems is the product solving and how is that benefiting you?
Organization of frontline customer service inquiries.
Zendesk, the easier and the most flexible support api
What do you like best about the product?
How easy it is to customise it, create new forms, new automation, conditions, so good!
What do you dislike about the product?
It can't be a bit rigid when it comes to Explores and reporting
What problems is the product solving and how is that benefiting you?
Customer support, we use it for customer support to offer ppl the best experience ever.
Phikos Review
What do you like best about the product?
that it's always fast when first opened doesn't lag and having all systems in one place
What do you dislike about the product?
that it needs you to log back in or other system start to glitch when on calls this can be bothersome
What problems is the product solving and how is that benefiting you?
customer queries i have all the tools i need to solve every call on there
Zendesk Review
What do you like best about the product?
Zendesk is an amazing tool to use for work as it provides all the informations that is needed in regards to the customer contact that you encounter omn a daily basis. I also get to use our knowledge base, which is where we access information that assists with resolving customer's issues, within Zendesk, and this saves a lot time as it minimises me jumping from one app to next.
What do you dislike about the product?
Sometimes Zendesk will have a problem connecting to the available network, and you find that it becomes slow and takes a while for a ticket to load up so you can start working on it and filling up all the required information before you can close up the ticket. The delay causes one to have multiple tickets open, especially when we experience a high call volume where you forget what some contacts were in regards to. Another issue that I do not appreciate from Zendesk is that some tickets do not close when you are closing them. The tickets will give an error message that you can't submit the ticket as solved as it is being updated; this takes time as you have to fill out the triforce once again before proceeding to submit the ticket as solved again.
What problems is the product solving and how is that benefiting you?
Zendesk is one of the main tools we use for solving customer issues. It is where we provide the reason for the customer contact and what we did, and which process was used in resolving the customer-related issue. Zendesk has the option to access Knowledge base while you still logged into Zendesk, this helps as it minimizes opening other apps to find the relevant article to help the customer. In addition, Zendesk offers macros that are already ready for you to use. Should you need to send an email to the customer to follow up or gain more information, this is helpful as you type in the keyword and automatically get macros relating to the keyword. You can review the macro before actually using it.
Recommendations to others considering the product:
Zendesk is a fantastic solution for any business. It helps get the job done effectively, and it saves a lot of time as you can access a lot within the app without having to change between apps to resolve customer queries.
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