Zendesk Suite
ZendeskExternal reviews
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Zendesk support
What do you like best about the product?
It's incredibly simple and quick to set up. It's quick and easy to start seeing the benefits of the new system.
What do you dislike about the product?
There is a lack of field level security, so all information is shared with all colleagues which is not necessarily ideal from an personal security point of view.
What problems is the product solving and how is that benefiting you?
Understanding the flow of support queries and how long they take to answer is really beneficial to us. The in built reports are invaluable for MI reporting.
Recommendations to others considering the product:
Absolutely great product for service desk support.
Zendesk is the best CRM out there.
What do you like best about the product?
The most helpful about Zendesk Suite is how everything is connected so you can have easy access to all the customer information that you need to ensure the complete customer experience. In Zendesk Support, having the chance of gathering several channels into one is, for us, is a potent tool; also, all the triggers and automation are very helpful to maintain a smooth workflow.
What do you dislike about the product?
What is least helpful of Zendesk support is the lack of other channels like Instagram that nowadays are very active and essential for many customers.
What problems is the product solving and how is that benefiting you?
We use Zendesk to help our customers and elevate our customer experience; also, it has been beneficial to have a supportive space with the Zendesk Guide, which allows us to help many of our clients by using self-serving.
Recommendations to others considering the product:
If you have any doubt, you can always ask for help directly with Zendesk Team, use channels like live chat or the customer community; they have always answered me.
Prompt and useful response
What do you like best about the product?
The response was prompt and comprehensive
What do you dislike about the product?
It's challenging to find the help section
What problems is the product solving and how is that benefiting you?
Reporting queries. I learned something new from using the support suite.
Successful walkthrough of email settings contributing to issues
What do you like best about the product?
The agent was super helpful on chat. They were able to provide super useful information diagnosing our email connection issue. They answered my questions really well!
What do you dislike about the product?
I did not have any notable dislikes about this correspondence. Some of the forum posts just link to other forum posts and don't really even link to in-depth guides that would allow me to correct the issues.
What problems is the product solving and how is that benefiting you?
I am addressing an email correspondence issue within our ticketing system. I have also used many of the articles to help guide API scripting development.
Great Product and Great Service
What do you like best about the product?
Their customer support is excellent (which makes sense given the line of work!) Very timely service, and their reps are great!
What do you dislike about the product?
Live chat is always better, but the back and forth via email worked great in this case!
What problems is the product solving and how is that benefiting you?
We had an integration question from Salesforce to their core support platform. It was resolved that day. Great support!
Recommendations to others considering the product:
Use their internal support line! Very helpful!
The best CX platform
What do you like best about the product?
I´m actually a Zendesk´s user. I was able to compare different CX (Customer Service) platforms and this is a very simple, friendly, inexpensive, fast one. In general I have learned very quickly since it is totally dynamic and simple. I love it!
What do you dislike about the product?
Mobile app doesn´t have all features than online version.
What problems is the product solving and how is that benefiting you?
Reliable reporting, Your team keep a timely follow-up with all areas even if a colleague serves the client can have access to all communication in a historical way.
You can send messages via WhatsApp, which is now a very important channel for the end user in CX and also like the Knowledge Base.
You can send messages via WhatsApp, which is now a very important channel for the end user in CX and also like the Knowledge Base.
Great functionality for team use
What do you like best about the product?
I love the internal note feature. Super easy to tag in a colleague on a related request. The macro responses are also very helpful to have. We use explore reporting pro, which is great. We haven't tapped into it too much but we've been able to track and pull a few interesting data points through it. The groups feature is also great - we can have certain client requests get routed to specific people or groups of people. Wish we had the entire enterprise pro, but not on our roadmap right now.
What do you dislike about the product?
I would like to see my on-hold tickets in the standard view. I have had to add a custom view for on-hold tickets.
What problems is the product solving and how is that benefiting you?
Zendesk helps us easily manage our customer support and internal support requests. It's great for reporting purposes if you're diligent about tagging.
Chat function for help
What do you like best about the product?
I loved being able to chat with a helpdesk to get assistance with my questions.
What do you dislike about the product?
the chat feature was a bit hard to find at first
What problems is the product solving and how is that benefiting you?
streamlining our customer support issues, following up on open issues in a timely manner
Very quick with resolving my issues and polite!
What do you like best about the product?
The Zendesk Support Suite makes things easy to navigate and to have at our fingers when we need it.
What do you dislike about the product?
There is no downside that I can see to using Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
The typical problems that I write into Support about are usually how to adjust my plan to include something more.
I have come to realize that Zendesk Support is always available and their answers are very quick and satisfactory.
I have come to realize that Zendesk Support is always available and their answers are very quick and satisfactory.
Amazing automations and easy functionality
What do you like best about the product?
Ease of setting up, automations that can be done are very friendly and reports are insightful.
What do you dislike about the product?
support via articles can sometimes be too time consuming.
What problems is the product solving and how is that benefiting you?
The overall product is amazing. The only challenge is when you're new to the platform and need support with something, the articles that the support pushes through are overwhelming and that is where I believe it lacks that personal touch. You can't share screen and show them what you need help with.
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