Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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Issue found, solved and explain clear
What do you like best about the product?
Not a long to wait for contact. Faster reply and clear explanation of how to solve it
What do you dislike about the product?
The chat window isn't on the bottom right of the screen when waiting for reply, but need again to click on "support" from menu
What problems is the product solving and how is that benefiting you?
The customer support explained how to check and solved. I found that was a change of plan that don't give opportunity to have all full functions requested
Recommendations to others considering the product:
It's very user-friendly to manage and use.
The system is working right without any trouble or bug.
Customer support is always ready to check and solve any issue.
I tested more different platforms, but this is the best to use.
There is a river of options that allow you to set as you need.
The customer mask is straightforward to open and gives the customer real help with any question they have.
The live-chat support offers customers a direct way to confirm and reply to any question before order.
The system is working right without any trouble or bug.
Customer support is always ready to check and solve any issue.
I tested more different platforms, but this is the best to use.
There is a river of options that allow you to set as you need.
The customer mask is straightforward to open and gives the customer real help with any question they have.
The live-chat support offers customers a direct way to confirm and reply to any question before order.
Great Service, Great Support
What do you like best about the product?
The simplicity of the system, support chat, and articles available.
What do you dislike about the product?
ZenDesk Support Suite has been great, there is not much I can complain about in regards to ZenDesk! It's awesome.
What problems is the product solving and how is that benefiting you?
Client concerns in regards to our software we provide.
Great Tool, Rough Onboarding
What do you like best about the product?
The ability to have all of our Channels in one location is helpful for our business.
The view of the user ticket is nice and concise.
Adding Chat to our site was easy. The flow of chat once accepted was nice and easy as well.
I haven't set up all the triggers and automate things as much as I'd like yet, but I'm excited to see the full power of those tools.
The view of the user ticket is nice and concise.
Adding Chat to our site was easy. The flow of chat once accepted was nice and easy as well.
I haven't set up all the triggers and automate things as much as I'd like yet, but I'm excited to see the full power of those tools.
What do you dislike about the product?
The onboarding has been very rough. The initial onboarding call was two weeks later than expected. Then once we had the kickoff, our onboarding representative wasn't aware of all the intricacies of our company. There was nothing effectively communicated to the onboard rep from the sales rep as if there was no handoff. Additionally, our API migration option negotiated and thoroughly discussed with our sales rep was not executed correctly, pushing our go-live date out an additional three weeks. So in total, we are five weeks past our go-live date which all could have been avoided. We've had conversations with the sales rep and his VP to rectify the situation that caused the 5-week delay by Zendesk. However, the follow-up from that call has been slow; we haven't received a final confirmation of the agreed-upon terms made on that call. So we are approaching nearly 2 months of payments to Zendesk with no productivity on our side.
What problems is the product solving and how is that benefiting you?
We mainly focus on resolving our user tickets related to our app product. We haven't realized many benefits just yet.
Zendesk Generally Gets It Right
What do you like best about the product?
As an admin, I appreciate the simplicity of setup and configuration, and the Event History on every ticket is a lifesaver when troubleshooting.
What do you dislike about the product?
On the flip side of that, I wish there was more flexibility in the available Triggers and Automations. Salesforce's Flow Builder is an excellent example of the type of automation I'd love to see in future Zendesk builds.
What problems is the product solving and how is that benefiting you?
Zendesk has a very reliable and easy-to-use chat system. Our business previously tried solutions from Five9 and Live Chat, and found Zendesk's chat tool to be more reliable in every way.
Product is good but a lot of self-serve function which needs time for learning
What do you like best about the product?
The integration with mails and social channels that an agent can use
What do you dislike about the product?
Some articles are not very easy to follow through. Zendesk support help may not be helpful at times, they may give solutions that are irrelevant
What problems is the product solving and how is that benefiting you?
- Putting all channels into one
- Help Center
- Help Center
Recommendations to others considering the product:
Need a person in the org to really look at how to use Zendesk
Zendesk makes our operations much easier.
What do you like best about the product?
Integrations, constant updates, and the dynamism of the platform.
What do you dislike about the product?
At times, we have difficulty understanding some options/actions of the system. But their Support is very helpful and we have exchanged a lot of information with our CS.
What problems is the product solving and how is that benefiting you?
Since we implemented it, we have reduced the cost of service by more than 70%, in addition to monitoring the satisfaction of the end user and also the agent.
Needs improvement on both UI and Client Success
What do you like best about the product?
They have options to build on, i.e., chat, reporting, and the knowledge base.
What do you dislike about the product?
It is very user-unfriendly, creating a workflow, a report, and setting up the chat flows needs so much improvement. Even as a user, reaching out to Zendesk's chat support I had so many issues with the chat suddenly stopping in the middle of our conversation before my issue was resolved. The chat flow didn't allow enough flexibility to collect users' information. The reporting was overall very tough to create and felt very much back in time in terms of UI & UX. Finally, the account management team was not helpful at solving any of our issues and instead tried upselling additional packages that we mentioned we had no interest in. They, unfortunately, didn't even respond to our account closure emails and decided to renew our subscription and charged us.
What problems is the product solving and how is that benefiting you?
We use it for ticketing, chat, and reporting on ticket volumes. It's easy to keep track of inbound tickets that are in different stage and urgency.
Recommendations to others considering the product:
I would go with Intercom!
Masking phone number - call with zendesk
What do you like best about the product?
I was pretty surprised. Support is very professional, and the team is friendly, and I was a little bit busy and solving my issue with the masking number I was putting aside. Your team Laura, Kaja, and Robert remanded me my ticket inappropriately period and were very helpful.
What do you dislike about the product?
- Unable to choose the phone number from Slovak republic (Twilio problem).
- To solve my ticket was a necessary call with zendesk support team - In the future, I would like to choose call Time in working time 8:00 am - 3:00 pm CET
- To solve my ticket was a necessary call with zendesk support team - In the future, I would like to choose call Time in working time 8:00 am - 3:00 pm CET
What problems is the product solving and how is that benefiting you?
The masking telephone number for recording calls from zendesk
Recommendations to others considering the product:
I recommended contacting zendesk support suite . In each case that you need feel free to contact.
Zendesk Review
What do you like best about the product?
Solid ticketing system and easy salesforce integeration
What do you dislike about the product?
nothing in particular, so far no complaints
What problems is the product solving and how is that benefiting you?
Solid ticketing system and easy way to manage the resolutions and FAQ's
Recommendations to others considering the product:
Good end-to-end ticketing system with solid support to back the tool
Rough at first
What do you like best about the product?
The final solution provided with lots of helpful information
What do you dislike about the product?
It took quite a long time to receive the needed information
What problems is the product solving and how is that benefiting you?
Initial account set up was the goal- unfortunately the delay in support led to the team deciding to use another platform
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