Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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They called my account "grandfather" and refuse to give me back my benefits.
What do you like best about the product?
I liked until they changed the account from 5 EUR per user/agent to 50 EUR
What do you dislike about the product?
Changed the price and removed my benefits.
What problems is the product solving and how is that benefiting you?
Customer Service
Recommendations to others considering the product:
Think twice before. Maybe they can change your plan.
Great!
What do you like best about the product?
All features. I love how the Zendesk platform can handle tickets.
What do you dislike about the product?
Sometimes the platform is acting up where the data is missing after typing on public or private notes
What problems is the product solving and how is that benefiting you?
Actually, it resolves everything.
Great platform, with excellent integrations and support
What do you like best about the product?
Zendesk can be easy to set up and is the best platform for keeping all facets of customer service in one place.
Great support from the Zendesk team and an interactive knowledge base allow easy access to information and quick solutions.
There are regular webinars for updates on products and new content.
Great support from the Zendesk team and an interactive knowledge base allow easy access to information and quick solutions.
There are regular webinars for updates on products and new content.
What do you dislike about the product?
Basic analytics do not provide much insight into the lower plans, so you need to upgrade plans or pay for Explore to get this data.
Using the Team license, Chat does not allow for images to be sent. This means that a seperate ticket or email must be created to share content while troubleshooting.
Can't seem to disable greetings with Zendesk Talk. Not a major issue at all, but it could be a preferred option for some users.
Using the Team license, Chat does not allow for images to be sent. This means that a seperate ticket or email must be created to share content while troubleshooting.
Can't seem to disable greetings with Zendesk Talk. Not a major issue at all, but it could be a preferred option for some users.
What problems is the product solving and how is that benefiting you?
Customer self-service is simple with Zendesk Guide. This is great for deflecting tickets and reducing workload.
Talk and chat options also keep all communication in one space, saving agents time and effort. All information from these extensions are turned into tickets also, which makes for easy access of information.
We have multiple inboxes redirected to Zendesk, which is nice and tidy and ensures agents don't miss anything. Settign up forwarding is super simple.
Plenty of external integration means we can send ticket information to other programs when needed.
Talk and chat options also keep all communication in one space, saving agents time and effort. All information from these extensions are turned into tickets also, which makes for easy access of information.
We have multiple inboxes redirected to Zendesk, which is nice and tidy and ensures agents don't miss anything. Settign up forwarding is super simple.
Plenty of external integration means we can send ticket information to other programs when needed.
Recommendations to others considering the product:
Zendesk will happily provide a free trial. If you give it a go and ask as many questions as possible to figure out the best plan and set up for you, I doubt you will be disappointed!
Excellent customer service and app
What do you like best about the product?
Had an issue with adding features to my HelpDesk UI and contacted their support team.
They were great in helping me resolve the issue promptly
They were great in helping me resolve the issue promptly
What do you dislike about the product?
They do need to improve their help center documentation so they will get less chat questions
What problems is the product solving and how is that benefiting you?
SLA
Very friendly support
What do you like best about the product?
I liked that I got a clear answer to my question
What do you dislike about the product?
The corresponding article wasn´t updated, otherwise, I would have even found it without the support
What problems is the product solving and how is that benefiting you?
Emails and chats. Easy to structure and organize tickets even with different groups.
Recommendations to others considering the product:
Easy to use the system to provide support
The one where it felt no pain
What do you like best about the product?
To the point resolution, shorter wait time and ability to capture all the necessary information
What do you dislike about the product?
I could not get to see the executive picture clearly.
What problems is the product solving and how is that benefiting you?
Customer support and quick resolution
Improved efficiency and customer satisfaction
What do you like best about the product?
Zendesk has helped us in a very remarkable way to centralize all the points of contact with our community in one place. This has resulted in better team efficiency and a better customer experience. Our agents find it very easy to collaborate with each other to resolve the tickets we receive. It would have been very difficult for us to maintain the efficiency of the team during the COVID-19 crisis, but with Zendesk we were able to ensure that no channel was left unattended and our response time was hardly affected. With Zendesk, we see ourselves ready to take on growth targets as its scalability sets no limits for us.
What do you dislike about the product?
The initial setup and configuration is a lengthy process but not difficult to accomplish. The integration with Magento 2 is complex to implement. I would like to be able to send tickets automatically using an app connector like Zapier. I found the analytics section easier to understand years ago. There are some KPIs that I don't know how to get information on now.
What problems is the product solving and how is that benefiting you?
We have reduced the response time to all messages from our customers. We have managed to consolidate all points of contact with our customers on a single platform and in a collaborative way among all members of our team. In our case we have centralized emails, responses to contact forms, chat, calls and messages through social networks in one place. With the statistics part we have been able to visualize exactly the number of queries we receive and the response time almost in real time.
Recommendations to others considering the product:
If you are looking for a scalable solution ready for the growth of your digital business, Zendesk will be a great help to manage your internal customer service resources.
Zendesk Chat is amazing!
What do you like best about the product?
Dealing with a multicultural client base Zendesk Chat has helped me out on so many occasions. Real-time translations are worth EVERYTHING.
What do you dislike about the product?
The chat settings seem to get amnesia occasionally, and my set working hours sometimes appear to be forgotten, and I need to re-set it to do what it is supposed to do. Besides that, I'm a happy user and could not do my work without it.
What problems is the product solving and how is that benefiting you?
Supporting my clients all over world anywhere is absolute gold to me.
Recommendations to others considering the product:
It is straightforward to use, have a go and tweak as you get more comfortable with the solution.
Best service
What do you like best about the product?
Support very good and usability service!
What do you dislike about the product?
Expensive. Professional plan very expensive.
What problems is the product solving and how is that benefiting you?
I used Zendesk Sell and Zendesk support. It's conveniently.
Zendesk Support Review
What do you like best about the product?
Zendesk Support was fast and efficient. I was kept in the loop the whole time.
What do you dislike about the product?
There were no downsides. Everything was fast and prompt.
What problems is the product solving and how is that benefiting you?
We had an outage and they were able to get back to us fast so we could conduct business.
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