Zendesk Suite
ZendeskExternal reviews
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Easy support
What do you like best about the product?
Very fast and easy to understand. Accessible for any help needed
What do you dislike about the product?
I could not think of anything as of the moment
What problems is the product solving and how is that benefiting you?
Anything CS-related. So far, we only have ideas but haven't handled anything yet
Recommendations to others considering the product:
I can efficiently train newbies. Everything is seen on one page, which is very helpful.
Great customer service and product
What do you like best about the product?
The response time from the sales and support team was excellent. I always feel like I have a resource to reach out to with questions, and it will be resolved quickly, allowing me to get back to my customers.
What do you dislike about the product?
The setup is not entirely intuitive for the chat bot logic and flow. It could be more user-friendly.
What problems is the product solving and how is that benefiting you?
We use it for customer support, and we're seeing the benefits of having an all-in-one resource that can answer customer questions with and without actual human interaction.
Very Helpful And Useful
What do you like best about the product?
The ease of the help menus and the live chat feature is very helpful.
What do you dislike about the product?
Just what I don't understand, but the help desk helps cover it.
What problems is the product solving and how is that benefiting you?
They are helping with Triggers and the messaging system. The ease of communication, once things are set correctly to what we need, is a huge time saver.
Great support all around
What do you like best about the product?
The software offering from Zendesk is straightforward and quite configurable for individual needs. Any time I've needed help, their support and implementation teams have been outstanding.
What do you dislike about the product?
I have not encountered any major issues.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to make our customers happy, they can self help as a first line of support and then get personal help quickly through the channel they prefer.
Excellent support software for a growing business
What do you like best about the product?
Simple to use, but with powerful features that are really easy to configure yourself without needing any consultants or 3rd party input.
What do you dislike about the product?
Sometimes can be hard to find the right documentation - I think they're making a lot of changes at the minute (good!), but the docs don't always quite keep up.
What problems is the product solving and how is that benefiting you?
We're offering email-based support entirely via ZenDesk, although we might use some of the other channels in the future. We are enjoying the benefits of having a more streamlined support offering to our clients (compared to our previous system). ZenDesk gives us a greater ability to monitor performance (eg SLA) and customer satisfaction (CSAT Surveys) - both are particularly helpful.
A good tool but with a bad customer support
What do you like best about the product?
The tool works well for what it has been set up, but the customer support from account managers and customer success has left a lot to be desired for the past 6 months.
What do you dislike about the product?
When Zendesk acquired Base CRM and integrated it as Zendesk Sell, we were thrilled, as we were Base CRM's customers. However, several years later, Zendesk has failed to fully incorporate Sell as part of the Suite and solutions provided. It feels as if Sell lives in another place, which has caused a little trouble on our side.
What problems is the product solving and how is that benefiting you?
Efficiently processing and automating the flow of tickets
Recommendations to others considering the product:
Zendesk works best if you decide to buy the whole package. I've seen the wonders of self-service and the automation provided by Zendesk's tools, so if you choose to jump ship, you better be able to leave behind all your other tools.
Great platform. It really helps managing tickets
What do you like best about the product?
Zendesk is easy to use the basic things and there are a lot of apps that you can use if they don't offer a native solution. Customer support is great and fast, whenever you need help. they offer chat, chat bot, talk, help desk, etc. this is all very important to reduce the amount of tickets we receive as we can deal with questions in real time or solve the solution without an agent being involved
What do you dislike about the product?
As you grow and need more functionalities it takes some time to learn but there are a lot of agencies and freelancers that can help if you need something more technical. If you want to have a lot of agents it can get a little pricey to have a lot of functionalities, such as talk, chat, etc, but it's worth it!
What problems is the product solving and how is that benefiting you?
For a company like us, that receives thousands of tickets every month, it would be impossible to manage it without zendesk! we see how old the tickets and that way we never miss clients that are waiting. we create SLA, reminders, etc. It's a great tool
Recommendations to others considering the product:
Zendesk has several options of plans for all kinds of companies. I highly recommend it
Zendesk support for new help center is top notch
What do you like best about the product?
I have been using Zendesk for the past 10 years across multiple companies. The service and support is second to none. I am constantly impressed at how easy it is to use with our clients and our internal teams.
What do you dislike about the product?
Organizationally the views across Zendesk could be improved. Also, I don't love the fracturing of the products/suites offered across the tools. Understanding the pricing model and legacy accounts could be greatly improved!
What problems is the product solving and how is that benefiting you?
We are working quickly to solve the issues our clients face. Integrating the guide with tickets makes it easy to train and empower our clients on a daily basis.
Recommendations to others considering the product:
Give it a shot. The overall ease of use of the tool will make life better for you and your clients.
Passport
What do you like best about the product?
It is Easy access. always quick response. friendly support staff , eager to help
What do you dislike about the product?
It takes a bit long for the agent to understand
What problems is the product solving and how is that benefiting you?
setups are quite complicated to start with
Zendesk is the best ticket managment system
What do you like best about the product?
The automation and ease of integration with other 3rd party systems.
What do you dislike about the product?
That users who reply with stuff like "Thanks" re-opens a ticket and it has to be looked at.
What problems is the product solving and how is that benefiting you?
Managing support tickets, it shows where we can improve and what kind of volume is being handled per agent
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