Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Great
What do you like best about the product?
Chat and supporting when bein on suport with your teAm
What do you dislike about the product?
We dindt see any thing to dislike using it
What problems is the product solving and how is that benefiting you?
Support for our customers in a saas environment
Helpful and professional
What do you like best about the product?
The agent made sure they understood my question before answering, which was nice. They gave me thorough, useful answers and were generally polite, professional and helpful. They were sure I had received a helpful answer before ending the chat.
What do you dislike about the product?
The answers could be bit slow and sometimes it took a while for the agent to understand the question. Also the chat function was difficult to find, but I suppose that's pretty common.
What problems is the product solving and how is that benefiting you?
I tried to set up a trigger and they helped me explain the options I had and gave me details about my account.
Zendesk handles all of our technical support needs!
What do you like best about the product?
I would say there are many great features. Overall I would say how easy it is to organize tickets and keep track of them. We manage all our tickets with tags and then use views to help us organize them. It's easy for us to differentiate between L1, L2, and L3 level tickets, as well as easy for us to mark when it's for a different department, such as sales or billing, then assigning it to the corresponding group.
What do you dislike about the product?
I don't have any current downsides. Our use case is pretty simple. We have multiple methods of how clients can message us (web form, email, and text message) then based on that; we can assign it to the right groups so our team can resolve or help them further.
What problems is the product solving and how is that benefiting you?
Without the Zendesk support suite, we would probably miss many tickets and follow-ups with customers encountering issues. My day-to-day would for sure be a lot busier without it.
Super simple, and easily customisable
What do you like best about the product?
The support system is really great, helps alot to work through problems.
What do you dislike about the product?
Nothing really, I think the system works super well.
What problems is the product solving and how is that benefiting you?
Customising my interface was made easier by the support suite
Recommendations to others considering the product:
Get it, it's super useful
I work at ITBuilders company, I work on Fortinet devices,I use ZenDesk to provide customer support
What do you like best about the product?
It can be used quickly without the need to learn or follow an explanation for someone else, and it has a speed and simple design that provides a simple way to communicate between the service provider and customers
What do you dislike about the product?
Nothing bad, everything was great and smooth
What problems is the product solving and how is that benefiting you?
Adding a gif in my signature, the Zendesk team is capable, friendly, and responsive
Recommendations to others considering the product:
One of the best and easiest programs
Good experience
What do you like best about the product?
Not used that much at the moment but planning to use it i future
What do you dislike about the product?
Maybe some questions are not answered straight away and it takes some time to get a reply
What problems is the product solving and how is that benefiting you?
Fixed some issues and answered to some technical questions
Has all the features, but I find the product confusing at times.
What do you like best about the product?
That the product has all the features: talk, text, ticketing. The customer service messaging is very convenient and the staff is knowledgeable.
What do you dislike about the product?
I find the product difficult to learn without assistance. Customer service via telephone is lacking.
What problems is the product solving and how is that benefiting you?
Im able to handle all tickets and customer services items within one system.
Zendesk Support Suite is a great platform to use and has fantastic customer service
What do you like best about the product?
I like that I can easily manage customer questions, and include team members when their input is needed. The "Internal Note" Feature is amazing, it saves so much time.
What do you dislike about the product?
Some customers are not willing to email a general support email address. They are used to email a person directly. Therefore, we must forward those emails to the support desk.
What problems is the product solving and how is that benefiting you?
We are solving the inefficient way we were contacting customers. The suite automatically translates customer tickets, tracks the amount of time spent on tickets, and creates analytics for specific categories you set.
Recommendations to others considering the product:
Zendesk Support Suite will answer all of your customer support issues!
Very patient and customer centric
What do you like best about the product?
Hiedi was disconnected to me and Uriel took over. It was seemless as the latter just moved forward with my concern. When Hiedi had the chance to return, she went ahead and provided me all the support and patience she could extend.
What do you dislike about the product?
Nothing. It was all good. Nothing to change
What problems is the product solving and how is that benefiting you?
Suspended Tickets. I realized it was more of a protection from unnecessary tickets being created.
Zendesk is a simple way to track your support and sales interactions
What do you like best about the product?
I like that there is very little setup/admin tasks. It comes right out of the box for you to use. It is also simple to teach your team and your customers.
What do you dislike about the product?
I dislike the reporting and the fact that you cannot customize requirements for your specific team.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite to log all of our client interactions through email and phone calls. It is nice to have it all in one place to reference.
Recommendations to others considering the product:
Confirm the customization that you need before purchasing because it may not be available.
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