Zendesk Suite
ZendeskExternal reviews
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The best tool for any E-Commerce business.
What do you like best about the product?
Zendesk allows you to filter all customer queries into organized folders and easily recognize the most time-sensitive emails.
What do you dislike about the product?
Some of the formulas/settings are difficult to understand sometimes.
What problems is the product solving and how is that benefiting you?
We are solving Customer service requirements and we have realized that Zendesk allows us to scale according to demand.
Recommendations to others considering the product:
Find a professional with experience to set-up the suite to company needs.
Making Tech Support Easier All Around
What do you like best about the product?
The ability to manage groups, triggers, and macros with as much detail as possible. Quick response from Zendesk tech support team.
What do you dislike about the product?
Not being able to unmerge tickets. Having to uncheck "Make comment public" and not being able to change this setting for a specific group, forcing that setting to apply to our entire organization. This may be dependant on the subscription my company has, but I am not sure.
What problems is the product solving and how is that benefiting you?
Tech Support Issues, Handling internal requests for real estate listings, marketing materials. The benefits are transparency and documentation. It allows our entire team to see and search requests that have come in or have been submitted in the past. We used to support these issues with a shared mailbox, which was cumbersome and prone to many issues with overlap and missing work.
Recommendations to others considering the product:
More continuity between the new Admin interface and Support portal
Very technical but reliable
What do you like best about the product?
Reliability and flexibility - Zendesk has countless use-cases. They also have a great SLA and up-time
What do you dislike about the product?
High level of implementation. The system is a blank canvas that requires heavy implementation, and maintenance
What problems is the product solving and how is that benefiting you?
Solving customer issues and delivering services to our customers
Zendesk Live Chat Review
What do you like best about the product?
I like the plethora of help centre articles, and if there isn't anything to be found, live chat is available.
What do you dislike about the product?
The confusion with getting into live chat. One area it would not let me use live chat, and the other area let me.
I didn't realise that I was not logged into another area. It would be good to display somewhere you need to be logged in to use live chat.
I didn't realise that I was not logged into another area. It would be good to display somewhere you need to be logged in to use live chat.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to handle our ticketing/emails.
We have found it to be easy to use.
We have found it to be easy to use.
Quick and helpful
What do you like best about the product?
The fast and accurate communication. I was in the loop the whole time.
What do you dislike about the product?
There was nothing to really dislike. My issue was resolved in the next update.
What problems is the product solving and how is that benefiting you?
We use it to quickly communicate with customers and resolve their technical issues.
Recommendations to others considering the product:
Learning how to use macros saves so much time.
Excellent depth and metrics
What do you like best about the product?
Team management, user data tools, reply rulesets
What do you dislike about the product?
Automated chatbot is not my favorite communication channel
What problems is the product solving and how is that benefiting you?
Quality of agent response, response metrics, data exports.
Recommendations to others considering the product:
Use the chat channel for fast response
Good platform
What do you like best about the product?
Easy to read metrics and can follow all my production with ease.
What do you dislike about the product?
It seems to freeze and has many bugs that no one can figure out.
What problems is the product solving and how is that benefiting you?
I am reviewing client profiles and making escalation notes.
Robust Customizable Support/Ticket System
What do you like best about the product?
My favorite features of the system are all the customizable options you can do with tickets and supporting customers. What is especially handy is all of the automation and trigger features to handle tickets without the need of manually doing all processes. In addition, being able to drive automation by tags simplify the actions for each support agent.
What do you dislike about the product?
It can become a little costly if you only need certain features which may require a full license.
What problems is the product solving and how is that benefiting you?
We've been utilizing custom automation to help reduce the time an agent needs to spend on managing tickets.
Recommendations to others considering the product:
Look into the various licenses available to see what works best for your needs.
Really great so far
What do you like best about the product?
I love that you get a really nice template to use straight out the box for your help desk, competitors don't offer this.
What do you dislike about the product?
I found it hard to find my help centre (its called guide) this was a little confusing to me
What problems is the product solving and how is that benefiting you?
So far we are looking to have a single source of truth that saves us time and resource when supporting our customers
Effective, straight-forward system.
What do you like best about the product?
Zendesk apps make setting up specific functions a breeze. Very easy to modify, and get your exact experience set up.
What do you dislike about the product?
There can be issues on the technical side that aren't always the easiest to understand what's happening. And support almost always starts through LiveChat, which can be inconvenient.
What problems is the product solving and how is that benefiting you?
It is a good all-in-one solution for chat, phone, and email, and integrating them well.
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