Zendesk Suite
ZendeskExternal reviews
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Efficient,speedy but needs minor improvements
What do you like best about the product?
1. Automatically saves incomplete drafts for later follow-ups
2. Swift redaction tool for removal of sensitive information
3. Throughout usage lifespan, no crash experienced.
4. Instant notification on errors
5. Instant save with no delays
2. Swift redaction tool for removal of sensitive information
3. Throughout usage lifespan, no crash experienced.
4. Instant notification on errors
5. Instant save with no delays
What do you dislike about the product?
1. On rare occasions (once in months) mouse cursor disappears, requiring a restart
What problems is the product solving and how is that benefiting you?
Problems solving:
1. Able to communicate with clients swiftly
2. Maintain a communication log for reference
Benefits:
1. Resolve client inquires via ZD with immediate response
1. Able to communicate with clients swiftly
2. Maintain a communication log for reference
Benefits:
1. Resolve client inquires via ZD with immediate response
Recommendations to others considering the product:
Most effective and customizable CRM system used till date, hghly recommended.
Great product in it's category
What do you like best about the product?
Awesome navigation features.
Easy UI
Easy tracking of one's work
Notifications are shown upfront
Searching and sorting features are great
Pretty much everything that you desire is all in one place.
Easy UI
Easy tracking of one's work
Notifications are shown upfront
Searching and sorting features are great
Pretty much everything that you desire is all in one place.
What do you dislike about the product?
Not much to dislike as the product provides almost all the required features. Compared to other competitors in the market it may lack a feature or two, but everything else is great.
What problems is the product solving and how is that benefiting you?
Tracking tickets is super easy while using zendesk, the benefits include less overhead for the person to manually track all the activities, multiple views and features make tracking easier than ever.
Superb support
What do you like best about the product?
Zendesk has helped a lot of customers with their issue. It's very organized and structured. This is very useful for my remote job tracking down issues from the customers! It's very easy to use.
What do you dislike about the product?
It's a bit expensive but overall it is worth it.
What problems is the product solving and how is that benefiting you?
Problems that are being solved is with customer support and tech support. This helps us resolve issues in a timely manner and keep track of issues.
Great CRM software with excellent features
What do you like best about the product?
What i like the most about the Zendesk Support suite is that it is effortless to use, great GUI where I can see the 360 views of the customer, and is very intuitive. You can learn it with minimal training investment and figure out the flow quickly. Customer information, contact preferences, all the frequently used and most used items are in one place.
What do you dislike about the product?
There is not much that I dislike about Zensdesk Support Suite, maybe fewer clicks to get to different workflow navigations; however, that may impact the easy-to-use functionality, So I will not change anything if that is the case.
What problems is the product solving and how is that benefiting you?
The biggest issue was to be connected to the customers, making sure their questions were answered; if there were any issues, those were resolved. Mainly to be constantly connected, with Zendesk Support suite, this issue is resolved, and we have complete tracking last conversations with the customers along with the certainty that we can provide the best service to them that is feasible.
Perfect tool for customer communication
What do you like best about the product?
It's easy to use and set up. You can customize your instance to fit your support needs. The reporting piece, Zendesk Explore, is excellent. You can create custom dashboards and scheduled reports to keep track of goals.
What do you dislike about the product?
Zendesk used to have excellent customer support if you ever needed help with backend stuff. Recently, they removed the option to submit a support ticket and replaced it with a chatbot. It's a big step backward in customer support.
What problems is the product solving and how is that benefiting you?
With the out of the box setup, we were able to reduce customer wait time by triaging tickets to the correct teams quickly. The ability to track Customer Satisfaction scores helps managers with quality control.
Effective solution with an effective team!
What do you like best about the product?
The solution has all the must-have features, and the structure effectively ensures the customers and the team can be satisfied.
With the integrations we could nails the last steps.
With the integrations we could nails the last steps.
What do you dislike about the product?
Only minor things like the impossibility to BCC emails or forward to someone in the organization but not working on ZD; the alternative is to create a new ticket.
What problems is the product solving and how is that benefiting you?
It is easier to monitor the tickets volume and tickets distribution.
Calls and Chats are easier to receive and handle.
The browser remains more clean thanks to the structure.
Calls and Chats are easier to receive and handle.
The browser remains more clean thanks to the structure.
Recommendations to others considering the product:
Use a product from a professional and not a cheap alternative. Zendesk is the pro one!
Very Reliable Tool to Help Manage Our Customer Base
What do you like best about the product?
It is a very easy-to-use tool for our entire team with great features and functionality. The overall workflow is clean and very simple to navigate. Very responsive with little to no lag-time in data loads.
What do you dislike about the product?
Wish we were not required to re-login several times per day. I understand their security objectives, but it sometimes glitches out and forces a longer path to login than should be necessary.
What problems is the product solving and how is that benefiting you?
We use this tool as our primary platform for customer support both offline and on our website using the Chat platform. ZEndeks helps us better support our customers while creating auditable data for reference and overall record management.
Recommendations to others considering the product:
We have tested most of the tools out there and highly recommend Zendesk.
Good for small businesses, not as you scale
What do you like best about the product?
The UI is user friendly for the internal team- it is easy to tell who is working what tickets and to navigate the platform. The help center is easy to stand up, and useful to customers.
What do you dislike about the product?
The worst thing about Zendesk is the reporting- their Explore tool is incredibly over complicated and not easy to manipulate, and more often than not after I pull a query, it can't return the data because it is too big. When I contact their support and ask for help, I'm told to export all my ticket data and break it down further from there in excel. Additionally, the email format on the customer side can look confusing, and isn't very clean.
What problems is the product solving and how is that benefiting you?
We utilize for basic customer support, inbound email, voice, chat and their help center page. In terms of an all in one solution it does provide everything we need, but it lacks a lot of customization.
Zendesk Support Suite review
What do you like best about the product?
We like that Zendesk has compiled all our customer support channels into one. It's so much easier now to see the customer profile and if she's reached out to us before. I also love that I can see her order information as I'm responding to her ticket.
What do you dislike about the product?
Integration was a little complicated. There are so many options that it was a little overwhelming at first. Once you're in it though, everything makes sense and it's easy. There's just a little learning curve in order to adjust.
What problems is the product solving and how is that benefiting you?
We are streamlining all CS support channels into one hub so no customer complaints, questions or comments get missed. We are also able to reply to the customer from any location and be able to pull up her order info and customer profile. The live chat has also been very helpful during our promotional periods.
A lot to learn
What do you like best about the product?
I appreciate this tool for what it is -- it houses a lot of information and usually you can find what you're looking for within it if you have enough clues to utilize. There's a lot of information with each ticket, which I'm sure some teams find more useful (for me it's not necessary and makes the experience a little overwhelming at first).
What do you dislike about the product?
There is just so much to learn, so much functionality, that it makes it hard for everyone to use it consistently (i.e. remembering which tags to use), and when they don't use it consistently it makes it harder to query for related tickets and issues. It's also hard to sometimes find the ticket you're looking for with their search capabilities.
What problems is the product solving and how is that benefiting you?
Mostly searching for and then investigating single tickets to find out exactly what happened in that instance and how we can improve it for next time, or solve it if it's still an ongoing issue.
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