Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Review
What do you like best about the product?
Helpful support and easy to use interface.
What do you dislike about the product?
Cloud tag not updating on a daily basis.
What problems is the product solving and how is that benefiting you?
Had trouble with tags disappearing, but that was resolved when we realized the custom field was associated with a specific tag. So I've updated the custom field with the tag I actually want.
New to Zendesk Help Desk
What do you like best about the product?
We are new to Zendesk and are just starting to use it to create Help Desk content. So far the service Zendesk has provided us has been very useful and we are off to a good start. They were patient throughout process so far.
What do you dislike about the product?
We are new to Zendesk but so far we haven't found anything we dislike.
What problems is the product solving and how is that benefiting you?
We needed help desk content and an easy way to create it. Zendesk was our best solution. We hope our users will benefit greatly from this content and we hope it will be easy to find help.
Cannot imagine our IT department without Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is user-friendly on both ends: agent and customer. And their support agents are quick and resourceful via chat.
What do you dislike about the product?
Not much to dislike, really, nothing but great things so far
What problems is the product solving and how is that benefiting you?
Our customers and our IT department are now on the same page. We both know the status of their tickets and can connect via email, portal, chat, or phone.
Works for what we need it to do
What do you like best about the product?
The stats are easy to get to and view. Once you log in, everything that you need to get started is right there for your to see.
What do you dislike about the product?
When something needs to be changed in the settings, the steps are very detailed. Customer support only really helps by showing you different articles instead of just letting you know quickly what needs to be done.
What problems is the product solving and how is that benefiting you?
We are able to effectively communicate with our customers through various channels of communication.
Recommendations to others considering the product:
Ask lots of questions when communicating with Zendesk support.
Prepared team that guides you until getting the solution
What do you like best about the product?
Not closing a ticket until the issue is solved.
What do you dislike about the product?
Time to respond after a chat converts into email ticket
What problems is the product solving and how is that benefiting you?
Data & Analytics, Manage account and setting new configurations
Great product & support
What do you like best about the product?
The assistance we have received from the beginning, and the ongoing support.
What do you dislike about the product?
I really don't have any dislikes, they have always provided the support that we have expected, and helped with all requests and suggested updates that we throw at them.
What problems is the product solving and how is that benefiting you?
We are deflecting customer service traffic away from our agents and moving into a more automated, self-service product.
Recommendations to others considering the product:
Great company to work with. As well as a good product, the support along the way has been highly useful.
Versatility and Reliability
What do you like best about the product?
Zendesk is a reliable ticketing system that we have used for not only managing our emails from our customers but also we have used it as an IT ticketing support system to manage our IT requests. They allow you to configure your domain as you need to fit the needs of the business unit. Using it really makes it a versatile tool. They recently launched a new analytic platform EXPLORE that once you learn how to use it, it becomes a valuable took and a very configurable tool as well
What do you dislike about the product?
Sometimes when you put in a ticket to their support team, it can take them about 48 hrs to respond. By all means, not all the time, but there have been instances where a particular issue takes a bit of time to get some attention. On the flip side, I have had several stellar experiences with their support team.
What problems is the product solving and how is that benefiting you?
We needed a reliable service to handle all of our customer/member emails and a way to report on the work the staff does. Zendesk was a replacement for an antiquated email platform that was just so far out of date, and we were having constant problems and a severe lack of analytics. For a while, we also used Zendesk Support to handle all of our internal IT requests.
Zendesk Support Suite is really Awesome
What do you like best about the product?
Easy configuration, Macros, Fields, Chat and Talk, and other application integration.
What do you dislike about the product?
Almost I'm using Zendesk for a year, I don't find any such.
But one thing on Agents management in terms of Active and Inactive agents validation not possible without API.
But one thing on Agents management in terms of Active and Inactive agents validation not possible without API.
What problems is the product solving and how is that benefiting you?
.
Always getting the help I need
What do you like best about the product?
Support is friendly, and I get good answers to my problems. I've had some issues I couldn't find solutions to on my own, and Zendesk support has always helped.
What do you dislike about the product?
Earlier, the logging-in process felt a bit complicated; however, I think they've changed a bit now, and it's easier.
What problems is the product solving and how is that benefiting you?
We had an SPF/DNS fix, and I got a lot of help with that. We hadn't done that previously and noticed our answers aren't sending to customers as they should. The fix helped.
Great follow-through, support handled my needs
What do you like best about the product?
The agent was able to follow up with my original inquiry and explained that the engineers had resolved the problem, even though it was a very niche and specific issue.
This problem was something that was preventing our team from enabling certain features included with agent workspace, which we can now actively view with no problem.
Live chat was really helpful and were able to gather the required screenshots needed to get the issue resolved.
This problem was something that was preventing our team from enabling certain features included with agent workspace, which we can now actively view with no problem.
Live chat was really helpful and were able to gather the required screenshots needed to get the issue resolved.
What do you dislike about the product?
The time it took for this resolution to occur, my ticket was opened on March 23rd and a resolution was provided today, April 27th.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite for all of our incoming tickets, phone calls, and chats.
We've realized a lot of customers try to reach out to us outside of business hours.
Using flowbuilder and messaging will allow us to take the next step in our support service and serve customers 24 hours a day (hopefully).
We've realized a lot of customers try to reach out to us outside of business hours.
Using flowbuilder and messaging will allow us to take the next step in our support service and serve customers 24 hours a day (hopefully).
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