Zendesk Suite
ZendeskExternal reviews
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Incredibly versatile solution, covering every area of support
What do you like best about the product?
Zendesk Support has it all. While considering different support solutions Zendesk really stood out for a small team. The feature set available is fantastic. It was so easy to set up our ticketing and support channels, even as a first time user I was able to build out our full implementation.
What do you dislike about the product?
Some settings are a bit challenging to find, especially if you are using the entire Zendesk suite. Mostly with how the different pieces work together, some settings are under that product, other settings for the same function might be under a different product or under the main admin section. Overall it's not too challenging, just a bit confusing when you first start using Zendesk.
What problems is the product solving and how is that benefiting you?
We are building out the Customer side of our organization. We already provided 24/7 support, but as we've grown it's become more of a challenge to manage without a system in place. Zendesk is providing us with tools and support options we didn't have on our own and allowing us to continue to provide best in class support at scale.
Recommendations to others considering the product:
This is a great solution if you want to offer robust support to your clients, but definitely give yourself time to set up the system and become familiar with it. Zendesk is a system that will scale with you as you grow your team and want to offer more or allow a small team to offer a huge range of options.
Above mediocre CRM platform
What do you like best about the product?
Manages my contacts nicely in an organized manner
What do you dislike about the product?
Filters are not super friendly to non-techy people.
It can be somewhat confusing when I'm trying to filter out specific lists.
It can be somewhat confusing when I'm trying to filter out specific lists.
What problems is the product solving and how is that benefiting you?
Contact organization.
Using Zendesk is so easy and intuitive
What do you like best about the product?
Zendesk is a very well thought out customer support tool. The functionality is pervasive, and Zendesk also integrates with a lot of other tools we use. If I'm ever unsure how to use part of Zendesk's functionality, I can look to one of their thorough help articles. In the rare instances where a help article is not enough, Zendesk chat support walks me through anything I need to do.
What do you dislike about the product?
There is a slight learning curve to understanding how to use best practices, but once you figure that out, Zendesk is an extremely powerful tool.
What problems is the product solving and how is that benefiting you?
We've found a way to streamline all our incoming customer communications. We're able to make sure that inbounds are assigned to the right person on our team. Finally, we're able to carefully track performance and analytics so that we're always able to improve.
Easy to learn
What do you like best about the product?
Helpful support staff. My questions get answered.
What do you dislike about the product?
The pricing is too too high for what it is.
What problems is the product solving and how is that benefiting you?
All customer inquiries and live chat has been a game changer.
Consistently overall positive experience communicating with customers.
What do you like best about the product?
The ease of setting up ticket forms and ability to view necessary information that is taken in from a form submission on the ticket level.
What do you dislike about the product?
Experience is needed when creating filters to not mistakenly cause more significant issues across channels. More video walkthroughs would be very helpful to allow easier entry into using these tools.
What problems is the product solving and how is that benefiting you?
The primary solution we have found for our team is in the ability for Explore to create a large variety of metrics across different team members and products showing any possible gaps in our support structure.
AOMC uses ZENDESK!~
What do you like best about the product?
Easily track conversations, create, publish & organize articles.
Multi-channel support: email, web, phone, chat, & social media
Multi-channel support: email, web, phone, chat, & social media
What do you dislike about the product?
The add on apps arent always correct. They seem to give other customer information at times
What problems is the product solving and how is that benefiting you?
Helps our agents solve problems quickly by lining up related tickets into queues.
Language Routing Support
What do you like best about the product?
They were friendly and got back to me in a reasonable amount of time.
What do you dislike about the product?
They only gave me an answer for one of the ticket examples I sent. Also, while they did provide documentation to look into, I am not entirely sure how to fix this issue.
What problems is the product solving and how is that benefiting you?
I'm trying to learn more about skills-based routing—specifically agent languages.
A great software that with a lot of options, customization options for Chat widget could be broader
What do you like best about the product?
Various channel integrations for support
What do you dislike about the product?
Lack of customization for the Chatbox integrated into the website
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite help track all customer interactions in 1 place. I've realized the benefits of having all the channels pour into one place
Zendesk is once of best in Market for Customer Service
What do you like best about the product?
It has a unique ticket ID for each conversation; hence chances of misses are very minimal. Support is always aviable quick.
What do you dislike about the product?
Few trim options like keeping a ticket on-screen or hidden are very hidden; it should be somewhere up where it is visible on screen.
What problems is the product solving and how is that benefiting you?
I have been able to track all conversations individually without any misses
Great for collecting tickets, not for creating forms
What do you like best about the product?
Zendesk works well with the basic needs: collect and resolve tickets, allow users to do self-service with Help Desk or chatbots.
What do you dislike about the product?
- The system sometimes was lagging. For example, if the form has many fields and conditions, the fields will not work correctly after a few hours.
- The form is not very versatile for every touchpoint Zendesk offers. For example, multiple choice type and data type are not available if you want to put the form on Chatbox.
- Not easy to customize the form. Zendesk has offer a few option to customize the form, but that's not enough for me.
- The form is not very versatile for every touchpoint Zendesk offers. For example, multiple choice type and data type are not available if you want to put the form on Chatbox.
- Not easy to customize the form. Zendesk has offer a few option to customize the form, but that's not enough for me.
What problems is the product solving and how is that benefiting you?
I need to use Zendesk as my bigger organization is using it. It's good to collect and resolve tickets. Also, the automation email asking customer satisfaction is also a highlight, which I like.
Recommendations to others considering the product:
It's great option for collecting and solving tickets. The self-service product is also nice. However, if you're looking for a form tool, Zendesk might not be the best as it offers very limited option to customize.
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