Zendesk Suite
ZendeskExternal reviews
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Your everything tool!
What do you like best about the product?
I like that Zendesk Suite has everything you need in one place. We use Talk, Text, Chat, Support, and so much more. I like that we can include 3rd party integrations as well and in one quick step.
What do you dislike about the product?
Some features are limited to suite levels.
What problems is the product solving and how is that benefiting you?
With Zendesk, we can utilize all features available within one screen. There is no need to bounce around to different tabs to communicate with a customer.
Useful tool for the sales person
What do you like best about the product?
I am able to track customers, tasks and results easily and quickly so I am not spending 20-30 minutes per meeting or call.
What do you dislike about the product?
Lost data (files and web addresses) that I have input or uploaded. I still have to keep a backup file since I have lost information.
Cleaning up duplicates is tedious.
Someone on our team was able to go reactivate deleted and duplicate accounts and I am having to go through many old oboslete "leads" a second or third time. Delete should delete, not put somewhere for an admin. to randomly reactivate.
Cleaning up duplicates is tedious.
Someone on our team was able to go reactivate deleted and duplicate accounts and I am having to go through many old oboslete "leads" a second or third time. Delete should delete, not put somewhere for an admin. to randomly reactivate.
What problems is the product solving and how is that benefiting you?
Zendesk Support is great. Lots of communication and issues resolved. Support website can be difficult to naviagate at first. Tried to make you self diagnose first before helping.
Zendesk is Support Team Friend
What do you like best about the product?
I like the easy feel and navigations options
What do you dislike about the product?
Nothing so far. I'm just getting used to it
What problems is the product solving and how is that benefiting you?
I'm solving automation problems with tickets and SLA
Recommendations to others considering the product:
Zendesk is very popular and has great articles and support which was my main reason for purchasing
ZenDesk Support Suite is a Business Changer
What do you like best about the product?
ZenDesk's entire suite is an incredible addition to any business. The Help Center through ZenDesk Guide makes a huge difference to customers helping themselves and makes you think twice aboutold fashioned FAQ's. ZenDesk Support's ticketing system makes incoming emails easy to interact with and stay on top of!
What do you dislike about the product?
Connecting ZenDesk Support to any Microsoft emailing system is difficult and the instructions provided by ZenDesk for overcoming this issue are inacurate. My suggestion is to get on a support call with Microsoft from the start to make sure email forwarding and outgoing messages are working correctly. Save yourself the time and headache of trying and failign to do it yourself.
What problems is the product solving and how is that benefiting you?
Quicker response times for incoming support requests and "macros" aka saved responses shorten support time!
Useful once everything has been set-up
What do you like best about the product?
Automation is very useful. The support if issues are found is also great with a good community and helpful support team.
What do you dislike about the product?
It can be a little complicated to set things up, and it feels like the full potential can only be unlocked if there is existing coding knowledge.
What problems is the product solving and how is that benefiting you?
A better auditing trail for our tickets has been great. We didn't realize how useful automation would be. Help center has also been very helpful to clients.
Very useful tool to help serve our seasonal business' customers
What do you like best about the product?
ZenDesk helps us keep track, unify and streamline all of our customer communication. It helps with emails, chats, phone calls, even connects to Facebook and Instagram. As well as provides a great and easy-to-build and manage FAQ section (Guide). Whenever we have any questions, their support team is always easily reached and helpful.
What do you dislike about the product?
Sometimes it's hard to find information on certain functionalities or features. The Admin interface is not the most user-friendly experience either. I often have to reach out to the support team for guidance.
What problems is the product solving and how is that benefiting you?
Helps us reduce the number of customers contacting us through multiple channels, helps customers get answers even before we reach back to them (through Guide and Answer Bot). Multiple extensions and automation help us solve customer queries faster. The Talk function transcribes messages for us, making a tremendous difference for our CSR.
If you are not sure if this product is for you, give it a try. I was a bit apprehensive at the beginning but now I see myself adding more and more ZenDesk products to our current setup.
They have an amazing trial structure so you can test it out before you fully commit.
If you are not sure if this product is for you, give it a try. I was a bit apprehensive at the beginning but now I see myself adding more and more ZenDesk products to our current setup.
They have an amazing trial structure so you can test it out before you fully commit.
Recommendations to others considering the product:
Please give their trials a try, they provide you with plenty of time to play around with different features before you make your decission.
Its really good but could have been better with more interactive trainings.
What do you like best about the product?
Its very organised and is user friendly.
What do you dislike about the product?
Could have been more interactive and easy to navigate.
What problems is the product solving and how is that benefiting you?
Working on tickets is simple and easy. Wish there was an easy way to add macros. Not really sure if there is any.
Taking calls and chats.
Sending emails.
Taking calls and chats.
Sending emails.
Recommendations to others considering the product:
The training could be more interactive with some more quizzes. There is still some room for improvement.
Quick help when things went wrong
What do you like best about the product?
Support was quickly able to identify there was a service status issue. Even before the web page showed there was an issue, the issue was resolved.
What do you dislike about the product?
Sometimes the invoices and billing is confusing
What problems is the product solving and how is that benefiting you?
IT support,
Maintenance
Call centre
Maintenance
Call centre
Recommendations to others considering the product:
It is very powerfull and does take some time to configure to whaqt you need.
Amazing support solution!
What do you like best about the product?
Extensions and integration capabilities. I love how you can integrate it with so many solutions. It's what makes Zendesk better tham any other support solution out there
What do you dislike about the product?
If i had to pick one thing i dislike about zendesk, it would be the pricing. It's the most expensive solution out on the market today, but it offers way more capabilities than any other solution
What problems is the product solving and how is that benefiting you?
Turnaround time, for one. Overlooking emails is also now a thing of the past.
Recommendations to others considering the product:
Finding the right subscription may be challenging. I recommend identifying 1) how many agent seats you need and 2) finding out your company's best interest/hot points such as whether or not they need custom analytics or a self service experience. These all play key roles in identifying the right subscription for you.
Inventory Manager
What do you like best about the product?
Simplicity, good support, friendly staff
What do you dislike about the product?
A little complicated to figure out some features without googling.
What problems is the product solving and how is that benefiting you?
Chat options, Love the translation from french to english, it does a very good job.
Recommendations to others considering the product:
Works better the more organized that you are within the ticket forms
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