Zendesk Suite
ZendeskExternal reviews
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Amazing as always...
What do you like best about the product?
The availability and the effort to make sure the issue was solved.
What do you dislike about the product?
Nothing to report, although would be great to have the option to talk (voice) instead of writing.
What problems is the product solving and how is that benefiting you?
Zendesk is essential for our operations in terms of Customer Support, we can have a better CRM and also an organized team.
Zendesk is also vital to make any decision when it comes to SWORD strategies for the future and get to know better our customers.
Zendesk is also vital to make any decision when it comes to SWORD strategies for the future and get to know better our customers.
Good experience
What do you like best about the product?
Very intuitive, easy way to manage different issues
What do you dislike about the product?
There is no unsend option. A 10 -20 second delay would be welcome
What problems is the product solving and how is that benefiting you?
All kinds of customer issues.
Recommendations to others considering the product:
Go for it
fast and simple service
What do you like best about the product?
the chat portal and their supporting service
What do you dislike about the product?
some features are not working in my area zone (Kuwait), Like Zendesk Talk
What problems is the product solving and how is that benefiting you?
only the issue of unavailablty of zendesk service availablty in my area zone of Kuwait, I already contacted the support team of zendesk and I hope that they can help in this case.
Makes the Customer Success role a Breeze!
What do you like best about the product?
I like how easy it is to customize for what our organization needs. The API integrations are seamless and allowed for us to use widgets and tools within the zendesk interface, making it the only application our reps needed to handle all customer interactions.
What do you dislike about the product?
I haven't found any yet, there are a lot of options, but if you spend a little time in the training guides, you will see how dummy proof they've made the software.
What problems is the product solving and how is that benefiting you?
This tool has taken what we used to do with 3 separate services and combined it all into one. We actually ended up saving money overall by moving to ZenDesk Suite!
Recommendations to others considering the product:
This is a best in class tool. While it may seem pricey at first, look at all the tools you are using and see how zendesk can replace most of them, leading to an overall cost savings.
Fast and helpful support - Easy to use product
What do you like best about the product?
Zendesk is an excellent ticketing service. We use it across the board for our company, both for external and internal facing requests. It can track anything from SLAs to ticket types, and the primary services on it are straightforward. The tricky part is setting up multiple brands if you use Zendesk for numerous departments (like we do).
What do you dislike about the product?
Setting up numerous brands in one Zendesk account can be difficult.
What problems is the product solving and how is that benefiting you?
We are using Zendesk for external and internal support. I use it for IT requests, and our other departments use it for customer tickets. Benefits include tracking SLAs, common ticket types, and the Explore Dashboard for ticket metrics.
Recommendations to others considering the product:
Make sure to read the documentation before setup.
Just works :)
What do you like best about the product?
Activity column (home symbol). Helps one keep track, and see the latest activity.
The option to respond very quickly can definitely help with certain customers.
The option to respond very quickly can definitely help with certain customers.
What do you dislike about the product?
Inability to manually/directly place a timer on open ticket.
Let's say I promised a customer I would continue investigating something, and I'm the last person to say something in the thread, if the ticket is marked as open, there's no timer, and that increases chances of the ticket not getting the attention it needs.
I would also like there to be a way to combine customer identities in the backend.
For example, the same customer can contact us twice about the same enquiry, but use Twitter for one nequiry, and their email for the other.
Usually, the name/nickname for each account/platform will not match.
We like to have full context when repsonding to the customer, and sometimes some key information is in the other message, which takes further detective work to find and link to customer.
Let's say I promised a customer I would continue investigating something, and I'm the last person to say something in the thread, if the ticket is marked as open, there's no timer, and that increases chances of the ticket not getting the attention it needs.
I would also like there to be a way to combine customer identities in the backend.
For example, the same customer can contact us twice about the same enquiry, but use Twitter for one nequiry, and their email for the other.
Usually, the name/nickname for each account/platform will not match.
We like to have full context when repsonding to the customer, and sometimes some key information is in the other message, which takes further detective work to find and link to customer.
What problems is the product solving and how is that benefiting you?
Ease of receiving customer feedback. The more data, the better.
Keeping track of enquiries and their urgency.
Customer history.
Merging tickets is a fantastic tool also, if a customer has contacted us with 8 seprate tickets about the one issue, why should they be able to give us 8 seperate reviews, whether good or bad?
This tool allows for a more accurate review system.
Keeping track of enquiries and their urgency.
Customer history.
Merging tickets is a fantastic tool also, if a customer has contacted us with 8 seprate tickets about the one issue, why should they be able to give us 8 seperate reviews, whether good or bad?
This tool allows for a more accurate review system.
Recommendations to others considering the product:
I'd definitely recommend it. Definitely ready up on the community forums though, they're invaluable. Any question you have, is pretty muhc on the forum, to which Zendesk support officer respond very effectively.
Great service desk with some sticky spots
What do you like best about the product?
I like that all support avenues are linked in one place, my entire team can be on the same page when dealing with multiple communication routes. I like that they are constantly improving the product and adding new features.
What do you dislike about the product?
not intuitive, difficult to use or set up yourself if you are not super technical. It is a nightmare trying to get an actual live human to help with questions. Its mostly answer bots or article links which isnt always what you need.
What problems is the product solving and how is that benefiting you?
We have multiples ways an end user can contact our company for support and those are all organized in one area. It reduces employee redundancy and confusion.
Zendesk CRM for support or customer services
What do you like best about the product?
We have been using Zendesk for the last five years as our support CRM, and we are pretty delighted to use the platform for our support services.
The platform helps our customers to submit tickets, contact our support agents over chat, and their hep guide portal is one of the best as it allows customization.
The platform helps our customers to submit tickets, contact our support agents over chat, and their hep guide portal is one of the best as it allows customization.
What do you dislike about the product?
If you wish to customize the platform for your business flow, it requires a good amount of patience and work. You as an operator need to spend a lot of time understanding the platform as it helps automate many of your daily tasks.
The basic pack is not very useful for customers managing 100 - 1000 customers as it lacks functionalities and the premium packs are expensive.
The basic pack is not very useful for customers managing 100 - 1000 customers as it lacks functionalities and the premium packs are expensive.
What problems is the product solving and how is that benefiting you?
We are handling customer requests on time.
Our SLAs are the best among competitors.
It helps us leverage agent productivity and skills.
Our SLAs are the best among competitors.
It helps us leverage agent productivity and skills.
Superb Support System
What do you like best about the product?
The functionality. Everything our company needs to provide excellent customer support to our customers is available at our fingertips. The statistics are helpful, and the layout is excellent to view the customer info and their inquiry. We have different mandatory ticket fields so that we can track issues in a useful way.
What do you dislike about the product?
As a smaller business, sometimes the features we would like to try are not part of our subscription plan, but I also understand you can't have it all for the lowest price.
What problems is the product solving and how is that benefiting you?
We are solving everyday issues that arise for our customers, as well as being able to track exactly how often these problems occur and where they are occurring.
Good when it works, but expensive and poor support
What do you like best about the product?
Once it's setup, Zendesk is a great way to manage support with our users. It provides a good range of options and is reliable. Users don't seem to daunted by it!
However, I recently upgraded to one of their 'Suite' plans and so far this has been a disaster. New features are broken, missing or impossible to setup. Users are trying to chat with us when no-one is available because the widget keeps them waiting even though we're offline.
However, I recently upgraded to one of their 'Suite' plans and so far this has been a disaster. New features are broken, missing or impossible to setup. Users are trying to chat with us when no-one is available because the widget keeps them waiting even though we're offline.
What do you dislike about the product?
It's a bit expensive! This time, support has been pretty dire and right now I have zero confidence that ZenDesk will be able to fix the issues.
What problems is the product solving and how is that benefiting you?
Offering support to our users. Zendesk seems to be the best tool to do this. It's made supporting our users much easier, which is beneficial to our business.
Recommendations to others considering the product:
At the moment, no.
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