Zendesk Suite
ZendeskExternal reviews
6,543 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Organization and Search Options
What do you like best about the product?
I find it very easy to search for specific tickets, past and present. Its also helpful to have multiple ways in which to search for tickets...whether it be by name, number or date.
What do you dislike about the product?
I would like to see alerts showing duplicate reference and or tracking numbers in the subject line.
What problems is the product solving and how is that benefiting you?
The ease at which I can organizing tickets according to importance helps me to respond quickly to customers and help resolve their issues.
Best Customer Service Tool
What do you like best about the product?
I love how well the search engine works. I have a variety of templates for specific questions and Zendesk's search engine and tag system helps me pull up previous emails quickly and efficiently.
What do you dislike about the product?
For me personally, the interface can be a little more user-friendly. I feel like the settings in the Admin section are difficult to navigate.
What problems is the product solving and how is that benefiting you?
Quickly finding real customer inquiries. When we previously used our Outlook inbox to answer customer service emails, I had to sort through a lot of spam and marketing emails to find real customers reaching out to us.
Dissatisfied with the latest Task Player upgrade.
What do you like best about the product?
The old version. The 'upgrades' typically feel like a 'backgrade'.
What do you dislike about the product?
The 'upgrades' they make are rarely useful.
What problems is the product solving and how is that benefiting you?
The Task Player issue. I requested they revert it back to an optional feature.
Recommendations to others considering the product:
Stop doing unnecessary 'upgrades'.
Helpful tool, with some usability hurdles
What do you like best about the product?
Easy to navigate, helpful automation features, integrates with a number of platforms.
What do you dislike about the product?
Integration with certain platforms (e.g. Instagram) is incomplete. Initial setup was lengthy with little direct support.
What problems is the product solving and how is that benefiting you?
Automating processes and having a single CRM platform for all of our customer service touchpoints.
Recommendations to others considering the product:
The agent help centre is your best friend when first starting to use Zendesk! They also offer helpful training courses to get started.
The most time efficient way to provide support
What do you like best about the product?
It really helps to automate your support area in the most efficient way possible. It also gives opportunity to work as a team and really understand each other roles and how to have a faster and reliable service for customers.
What do you dislike about the product?
A small learning curve but nothing that may scare away tech savvy users
What problems is the product solving and how is that benefiting you?
We get many tickets on support and have few users who respond to this tickets. This tool helps us better organize ourselves to give a faster service without getting into stressful situations for both users and clients
Recommendations to others considering the product:
Read all tutorials
Awesome support
What do you like best about the product?
I was provided the correct resources very quickly.
What do you dislike about the product?
There wasn't anything that comes to mind.
What problems is the product solving and how is that benefiting you?
How to assign tickets to agents. It is helpful in getting information to internal teams.
Fast and Efficient Live Chat
What do you like best about the product?
I like that you can see where you are in the Live Chat queue line and see real-time how soon you will be assisted.
What do you dislike about the product?
I do wish, that instead of referring to articles, that the Live Chat agent would just provide the solution.
What problems is the product solving and how is that benefiting you?
I just wanted to mute my notification sounds since I do not use that part of Zendesk yet, so no reason for me to hear the dinging constantly.
Recommendations to others considering the product:
I recommend the Live Chat feature, very convenient if you need help!
A great tool for support organization
What do you like best about the product?
An amazing tool to give the best support experience to your customers
What do you dislike about the product?
Both the desktop and mobile applications are a bit laggy sometimes
What problems is the product solving and how is that benefiting you?
Chat support is one of the amazing tools and it has integrations to all your support guides and other SaaS applications
Zendesk Sell is a Great CRM Tool for a Small Business
What do you like best about the product?
Our favorite feature has to be the visit feature which we recently discovered. It helps us monitor the locations our sales reps are visiting and how many times a particular customer has been visited.
What do you dislike about the product?
We have been trying to install the Log Visit app on a desktop to no avail. It requests a subdomain login, but we only log in via email.
What problems is the product solving and how is that benefiting you?
We get more information on a customer visit, the outcome of the visit, their interest level, and so on. We can also tell when a customer has read an email, which helps us plan a more effective follow-up.
Literally indispensible. Any company that does support shouldn't be without it.
What do you like best about the product?
Keeping track of all ongoing tasks which leads to higher user satisfaction.
What do you dislike about the product?
It would be nice if some of the reporting functionality was easier to access and had better documentation.
What problems is the product solving and how is that benefiting you?
IT support tasks. Salesforce support
showing 3,571 - 3,580