Zendesk Suite
ZendeskExternal reviews
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Very intuitive and helpful
What do you like best about the product?
I like its simplicity. We are a small team, and we can set our workflows with it in a fairly easy way. Setup is easy, and integration with other tools we use like ClickUp has become unreplaceable.
What do you dislike about the product?
We need better statistics in cheaper plans. We haven't had the chance to try the more expensive plans, but the provided statistics could include longer periods of time.
What problems is the product solving and how is that benefiting you?
We do end-user support through Zendesk. We consider it a reliable tool after 5+ years of using it.
Recommendations to others considering the product:
Always explore the different modules they provide and make sure to take advantage of them. There are lots of them! You can always start small and then add new features.
zendesk chat is great as an interactive platform with our customers however......
What do you like best about the product?
The ease of setting up agents and shortcuts, seeing where the customer is moving on our website etc.
What do you dislike about the product?
The contortions i have to go through to get a person on chat, and there is no phone number to call and get a quick answer as well. it feels very much like zendesk doesn't want to interact with their customers.
What problems is the product solving and how is that benefiting you?
i wanted to add an agent but it was for a remote CS dept that had multiple people and they wanted only one email associated with them covering our chat, and there is now way to have more than one person on that email chat at a time. it took 4 visites to chat admin to find someone to help, and they were under billing.
the second issue was the zendesk platform crashing last night and there were no alerts on our account and i had an employee covering chat and they were very upset about the crash. I was able to contact someone in this case and get an answer.
I just have to say that your chat bot is horrible, it never answers my questions and i always have to dig to find a chat on zendesk that can help. It a big waste of time for me and my employees.
the second issue was the zendesk platform crashing last night and there were no alerts on our account and i had an employee covering chat and they were very upset about the crash. I was able to contact someone in this case and get an answer.
I just have to say that your chat bot is horrible, it never answers my questions and i always have to dig to find a chat on zendesk that can help. It a big waste of time for me and my employees.
Recommendations to others considering the product:
use the free month offer to make sure of what you need and don't need on the whole zendesk platform.
Great support so far, much better than our old way of servicing clients with outlook
What do you like best about the product?
Ticket archiving, we can't lose emails anymore. user friendly
What do you dislike about the product?
not possible to have cc's entered when a client submits a ticket. it would be useful.
What problems is the product solving and how is that benefiting you?
Saved a lot of time with automations. We dont lose emails anymore either. better tracking of agents stats
Recommendations to others considering the product:
Automate as much as possible!!!
It really helps to resolve issues
What do you like best about the product?
The different functions available on the site and helps to resolve all the issues received. Also, as I mentioned, all the functions are simple to use, and for example with the merge or the option to check and respond many ticket by once you save a lot of time, so I think this is excelent. Moreover, the option to export your tickets is great you can get a full report of them an do metrics later.
What do you dislike about the product?
I would like to have more filters on status and also maybe the ability to create folders to group the tickets. More over, when a ticket status is set to "Solved" and the user replies back saying Thank You, the ticket reopens. I would like an option to exist that when we mark it as Solved and we get a reply like that it doesnt open again, because we don need it open anymore, is not necesarry. Please work to make that enhancenment
What problems is the product solving and how is that benefiting you?
Im solving issues from an App. Thanks to this, we have found many enhancements we could do on the app and also came to know the actual problem it has been having so far since we launched it. It made me realized that we can use this site for many problem or issues we have in our job, it helps reducing time and also error as everything is recorded there.
Recommendations to others considering the product:
Do use this!!! I super recomend it
Best support software I have used
What do you like best about the product?
I like that Zendesk is very easy to use and set up. It's great right out of the box without needing a lot of customizations.
What do you dislike about the product?
I do wish some features were more flexible, such as being able to edit the picklists that are used on the tickets. You can add more, but I would like to customize the built in picklists that are already included.
What problems is the product solving and how is that benefiting you?
We needed a solution to manage all of our helpdesk requests. This has made it much easier than using a shared mailbox.
Zendesk is a great tool!
What do you like best about the product?
Auto-assigning tickets, reporting, general overview, ability to have multiple email addresses coming in, and the ability for the entire team to easily have access to emails from all inboxes really make Zendesk awesome!
What do you dislike about the product?
The customer service Zendesk provides definitely leaves you wanting more. There have been a few issues where they were great and other issues that they were unable to resolve, or I had to find the resolution myself. As we rely heavily on Zednesk, this can be very frustrating.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is excellent for solving all types of customer issues. The interactions with the customers go smoothly through the platform and there are lots of tools and added apps that streamline follow through with customers. From being able to see all their tickets in one place to being able to add the Magento 2 app so that we can pull order data all in one place, we really are able to provide better service to our customers.
Great ticketing system!
What do you like best about the product?
I love how you are able to reply to tickets via zendesk protal or in your email inbox and they all get tracked the same way, also I love that it is very user friendly in a way that can be easily explained to new agents.
What do you dislike about the product?
zendesk support is not the best, they take some time to reply so lets hope that your problem is not pertaining to a vital part of your business. also the only way to reach them is a zendesk ticket.
What problems is the product solving and how is that benefiting you?
we are solving the problem and inconvenience of having to call in for every problem, instead of calling for everything our customers can now just summit a ticket
Great Customer System & Internally Easy to Follow
What do you like best about the product?
I really love the way that Zendesk has nearly endless possibilities with features, customization, and streamlined functions. The help center they have for their own product is incredible and allows users to really get into the details and helpful ways they can use Zendesk for their business. We really love that the text and email options for our customers are so interchangeable for the enriched and plain text options when building Macros and Triggers. I really love the fact that there is always room to continue to build out the customer experience with other features like the help center, chat, and more.
What do you dislike about the product?
I think some of the structures of the billing/features is a bit wonky between Legacy/Suite. I had to reach out for help a few times to ensure we were getting the features we thought we were getting. Another thing I would love to see is a bit better integration when it comes to texting options. There are a lot of ways to get texts sent when you need to, but we have experienced some issues with numbers being blocked by carriers which has cause some disturbance in our services. But Zendesk has continued to work on keeping us updated on how they are working with carriers to help us.
What problems is the product solving and how is that benefiting you?
We have saved hundreds - if not thousands - of hours with the integrations and automation that are available on Zendesk. Our company has been able to grow and create new jobs from these systems that we have created through Zendesk which has allowed our business overall to grow and become a nationwide leader in what we do. Without our customers, we wouldn't be here, so having a customer service system like this allows us to continue to make our customers happy and give them the reliability we are always there to help.
Promising product but lack in Support and analytics
What do you like best about the product?
Chat experience in all channels. Smooch features across SunCo channels
What do you dislike about the product?
We get very poor customer support! All problems related to Messaging are treated very bad. Still no full analytics for Messaging channels. I don't understand why we pay money for Explorer.
What problems is the product solving and how is that benefiting you?
Sales, service — everything related to bank products
The best omnichannel solution!
What do you like best about the product?
Very elastic/scalable solution!
Lots of integrations and apps on the marketplace and possibilities to build bespoke integrations.
Lots of integrations and apps on the marketplace and possibilities to build bespoke integrations.
What do you dislike about the product?
Sometimes their support, but can always choose support from a reseller partner in your region!
What problems is the product solving and how is that benefiting you?
Omnichannel support! Answer requests from all contact channels around the organization in one seamless interface.
Recommendations to others considering the product:
Scalable and open for integrations solution!
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