Zendesk Suite
ZendeskExternal reviews
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Empowering Success Through Scalability, Integration, and Exceptional Support
What do you like best about the product?
The Zendesk Support Suite has exhibited commendable attributes such as scalability, integration capabilities, omnichannel support, unified customer support, customization, flexibility, and robust reporting and analytics features. Furthermore, their premier support service is truly exceptional. It's worth noting that while no platform is flawless, the effectiveness largely hinges on the specific variant you've procured. The Zendesk Support Suite offers comprehensive solutions and distinguishes itself by being user-friendly. Our current key performance indicators (KPIs) stand as a testament to its excellence, alongside the contributions of our strategic technology partnerships. Zendesk, in particular, has played a pivotal role in achieving best-in-class results!
What do you dislike about the product?
I find Zendesk's feature prioritization process to be somewhat slow for my liking. However, as long as they keep customers informed and actively work on the prioritized features, I'm satisfied with their approach.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite resolves operational challenges, enhances customer satisfaction, and empowers us to deliver efficient and effective support services. It ultimately contributes to our business success by allowing us to focus on providing exceptional customer experiences.
Zendesk, perfect solution for techinical support and customer service.
What do you like best about the product?
It allows the user to assign cases to each other easily. The agent can view the complete history of previous conversation on a single screen while on chat. Easy access to reports. Scheduled reporting helps the stake holders while on a review or dailt standup meets.
What do you dislike about the product?
Difficult to intigrate with other sales software like sales force, pipedrive. Zendesk needs to have a only calling options seperately if some one needs it just for calling purpose. This calling feature needs to have an easy intigration.
What problems is the product solving and how is that benefiting you?
We are able to use zendesk as a one stop solution for Techsupport, billing, collections, retention and customer service teams. As it give the agents the complete history of the customers at a single page. Agents are also able to read the notes from other departments, which is some times very useful.
Zendesk Support
What do you like best about the product?
Robust omnichannel platform, intuitive, comprehensive platform between channels
What do you dislike about the product?
Lack of quality tech support or takes a while to resolve issues. Tech support doesn't understand specific Zendesk instance (specific business needs)
What problems is the product solving and how is that benefiting you?
Agent workspace is new and we are excited to see how that will help us. We hope to see AI improve. We piloted ChatBot and it was not successful for our needs.
Zendesk is a good tool for customer tickets
What do you like best about the product?
I love that I can integate Zendesk with Apptentive's Message Center and have a two way conversation with my users. This has helped keep bad reveiws off of the app store and increased user retention by being able to solve their problems so they don't churn.
What do you dislike about the product?
Zendesk is not super easy to set up. To set up a new customer you no longer can use the wizzy wig tools to create your themes but have to use HTML to customize which I am not good at using.
What problems is the product solving and how is that benefiting you?
Through Zendesk we are able to have direct conversations with our users to fully understand their issues and walk them through it. Having this personal knowledge about their issues helps us prioritize bugs and help out other users who may not be submitting tickets too.
Zendesk is user friendly with good integrated apps to help with custom features.
What do you like best about the product?
Zendesk’s efficiency brings to my work by streamlining otherwise tedious individual updates. The platform’s ticket filtering system is a standout feature, allowing for easy and accurate delegation and organization of ticket work. The ability to create custom queues, macros, and automated triggers further enhances the platform’s functionality, making it efficient.
What do you dislike about the product?
Zendesk is quite expensive over its competitors with similar capabilities and features. Having issues with the customer survey providing false negatives. Reporting is not as user friendly as other ticket management tools.
What problems is the product solving and how is that benefiting you?
We support multiple clients that requires a few user groups and roles which requires security between some of the users per brand, which works well.
Zendesk User
What do you like best about the product?
Being able to quickly respond to customer needs and requests
What do you dislike about the product?
Help articles continually open up new browser windows
What problems is the product solving and how is that benefiting you?
Helping our customers answer their questions
Easy to use, Easy to set up
What do you like best about the product?
The UI for Zendesk is simple and straightforward.
It's easy to set up automation and triggers to improve efficiencies.
The out-of-the-box reporting makes it easy to start gaining insights right away, while you start to build our your own reporting.
It's easy to set up automation and triggers to improve efficiencies.
The out-of-the-box reporting makes it easy to start gaining insights right away, while you start to build our your own reporting.
What do you dislike about the product?
Managing Team members is a bit clunky. Too many spots to have to go to make changes to individual user access especially if you're removing user accounts.
The bot feature is good, but the billing cycle for Monthly Active users needs to be reviewed. 1000 MAUS for an enterprise customer does not fit the average use for anyone paying for enterprise.
The bot feature is good, but the billing cycle for Monthly Active users needs to be reviewed. 1000 MAUS for an enterprise customer does not fit the average use for anyone paying for enterprise.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have all of our support teams in one spot without having to build a lot of extra things. It's easy to separate out different kinds of contacts and drive actions around them.
Easy to implement. Amazing support. Excellent product!
What do you like best about the product?
All chanells are combined and easy to naviate through.
What do you dislike about the product?
Open tickets tabs can be confusing at times.
What problems is the product solving and how is that benefiting you?
Keeping track of issues and linking them to customer incidents. Easy to review, track and provide resolutions.
Easy to use and effective
What do you like best about the product?
We use Zendesk Support Suite primarily for the knowledge base "Guide" component. In our experience it strikes the perfect balance between ease of use and power and ability to customize. With third-party themes and components available you can do almost anything you want with little to no custom coding.
What do you dislike about the product?
Zendesk support is hit or miss in terms of helpfulness.
I'm very interested in using Zendesk Gather as a customer forums solution, but it's very basic and there aren't many resources available to support it.
I'm very interested in using Zendesk Gather as a customer forums solution, but it's very basic and there aren't many resources available to support it.
What problems is the product solving and how is that benefiting you?
Our knowledge base is a key driver in ticket deflection and supporting self-serve and scalable growth. It's easy to use for both internal users and customers, search optimized, and customizable.
Great product, but account manager is slow to respond
What do you like best about the product?
Add on Applications to customize the business data and communication needs
What do you dislike about the product?
I have been trying to change our subscription for 4 months and still do not have a result. I've been overcharged for months.
What problems is the product solving and how is that benefiting you?
Communicating with our customers is easy. The Zendesk account manager should try doing that when his customer has been asking for something since April.
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