Zendesk Suite
ZendeskExternal reviews
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Zendesk Support Suite - Essential for getting stuff done!
What do you like best about the product?
One place to capture all the many ways we need to interact with customers and staff. From problem-solving to happiness.
What do you dislike about the product?
Phone support is hidden and not easly accessed. Sometimes you need to have a conversation with an expert.
What problems is the product solving and how is that benefiting you?
Customer needs and expectations. Greater internal transpancy and happy customers
Extraordinary and quick service!
What do you like best about the product?
How fast April was in answering my questions, she directly pulled up the articles associated with my question and asked if I needed help deciphering the information. She didn't leave until I fully understood what I was reading
What do you dislike about the product?
Nothing really, was quick and informative. Maybe she could have told me the answer without actually linking articles. But I understand that is a lot to ask for, and may be unrealistic. I have no real complaints or dislikes about the service used
What problems is the product solving and how is that benefiting you?
I had a question about creating tickets, the CS staff seemed like she knew exactly what I as talking about. The more important thing was that she had empathy
Recommendations to others considering the product:
Always ask and don't be shy. There are no stupid questions!
Managing the support center of my company with Zendesk
What do you like best about the product?
The system's straightforward to use; you can automize all the fields and use macros to respond to tickets quickly.
What do you dislike about the product?
It is a bit difficult to create reports.
What problems is the product solving and how is that benefiting you?
We use Zendesk as the main channel for our clients to contact us; we tend to resume the communication to technical issues, routine procedures. It is a great tool to assure timely responses because of the automatic opening of the tickets in pending status.
Got support for issue with agents being downgraded to end users because of an issue with Azure SSO
What do you like best about the product?
For us, Zendesk was a big step up from handling internal IT helpdesk out of a mailbox. We currently have basic licenses, yet are able to accomplish so much with the functionality we have available. Macros, a great WYSIWYG editor helps us communicate much more efficiently with our end-users.
What do you dislike about the product?
It took us a while to figure out which licensing model was right for us. It was not straightforward to figure out what was included, and what was not, in the price models.
What problems is the product solving and how is that benefiting you?
We no longer have end-user problems buried in an agents private mailbox. All issues that are reported in are available for all agents, and we are forced to follow the cases through and eventually track them as solved.
Recommendations to others considering the product:
Take Zendesk for a spin by using the free trial period. And set up SSO with Azure or similar, it makes it so much easier to onboard end-users.
Pretty and has great customer service!
What do you like best about the product?
Great support, user friendly, massive knowledge base
What do you dislike about the product?
Like all options for CS the add-ons and the new features to buy
What problems is the product solving and how is that benefiting you?
Incredible automations and workflow, knowledge articles to get quicker answers for customers, simplifying workload for all agents
A Comprehensive Client Communication Suite
What do you like best about the product?
When we first started our agency, we needed an easy way to communicate with clients about their requests. ZenDesk Support was phenomenal for consolidating all of that work into a single place. We ended up using nearly the entire Zendesk Suite by the end of the second year in business as we grew.
What do you dislike about the product?
Pricing for ZenDesk Sell became prohibitive. Also, ZenDesk help desk started great but by the end of 2020 was nearly unresponsive. Most importantly, there wasn't good project management options and we found another platform that did it all and for much cheaper.
What problems is the product solving and how is that benefiting you?
Streamlining client communication and managing a paper trail of requests.
Recommendations to others considering the product:
It's a great place to start for small digital agencies. Using the canned responses and macros is a game changer.
Good experience
What do you like best about the product?
The ability to integrate with other platforms
What do you dislike about the product?
The help documents are not always helpful
What problems is the product solving and how is that benefiting you?
customer queries are answered better
Supervisor, Global Casino Services
What do you like best about the product?
Zendesk is a life changer for my team. It helped us grow our customer service experience and really get to know our customers. It's great to have Zendesk support team on avalaible with Live chat incase I need assistance with any issue. Also the knowledge site helps when you need a quick review on some features that are new.
What do you dislike about the product?
There are so many features it's hard to learn them all to our advantage. Sometimes I am not aware of the new updates and get lost with the new features.
What problems is the product solving and how is that benefiting you?
Zendesk Explore is beneficial to us. We could see in the reports the root of our problems,, and we could solve the issue right away. Also keeping a record of each customer past request has saved us time and validating their inquires.
Another benefit are the automation and triggers to create our workflow faster and efficient for our agents. The agent workspace helps to see all the nessary information of each customer in order to solve the request. Our agents don't need to be seaching outside of Zendesk for more information. They have all need in one place to solve the request.
Another benefit are the automation and triggers to create our workflow faster and efficient for our agents. The agent workspace helps to see all the nessary information of each customer in order to solve the request. Our agents don't need to be seaching outside of Zendesk for more information. They have all need in one place to solve the request.
Recommendations to others considering the product:
I recommend you buy the implementation service. It may be costly, but it benefits you in the long run. The implementation team would guide you step by step in building your Support Suite to the standard of your work cases. We have recommend this tool to other department to adapt to their workflow and now they are buying their own Suite. This system speaks for its self. I HIGHLY RECOMMAND IT!
Zen desk review
What do you like best about the product?
Quick response and friendly service with good agents
What do you dislike about the product?
Closes chat after a long time of not responding
What problems is the product solving and how is that benefiting you?
Issues with the platform. They were able to find and resolve the issue.
Recommendations to others considering the product:
It's a great platform. Easy to use and very user friendly.
Excellent articles knowledge base
What do you like best about the product?
I love Zendesk for its easy editing on the backend. It makes it simple to add articles that we need and to update them as well. I've also found Zendesk's support to be quick and efficient. We have not used the ticketing function, but it is good to know that is a capability as well.
I also love that users can be segmented and given permissions. We plan to use this functionality for a second Zendesk website for our staff.
I also love that users can be segmented and given permissions. We plan to use this functionality for a second Zendesk website for our staff.
What do you dislike about the product?
One downside to Zendesk is that there is not much data built into the website itself. I've circumvented this by using Google Analytics for data, but it would be nice to have built-in analytics and reporting more easily accessible within the Zendesk suite.
What problems is the product solving and how is that benefiting you?
We are solving the problem of housing lots of Q&A pdfs on our website that get easily outdated and needed constantly fixed or reuploaded. Now, we have all question and explanation content housed on one site, in one easily searchable area. The benefits are that this takes much less time to upkeep and it creates a more professional and cohesive look. It's also incredibly easy for people to access and ask whatever question about our church that they might have.
Recommendations to others considering the product:
Consider how you can utilize the many functions of Zendesk to streamline your organization's communication—either internally or extnerally.
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