Zendesk Suite
ZendeskExternal reviews
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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!
User friendly interface
What do you like best about the product?
The interface is quite minimalistic and user friendly compared to some other support software. This makes the experience for the end user more approachable. Being able to easily customise forms for different product/needs is great
What do you dislike about the product?
Reporting capabilities can be quite complex and tricky to achieve desired results without a good grasp of how things work in the background and what it's limitations are.
What problems is the product solving and how is that benefiting you?
Having ticket references and all the communication in a central location makes it easy for our customers and us to refer to particular issues. Zendesk guide allows us to publish knowledge base articles so our customers can find answers to some queries without having to log a ticket with us.
Very happy with the chatbot
What do you like best about the product?
I am a big fan of cards & Carousels, which makes everything much more visually appealing. What I also love is the weekly meetings with our Customer Success Manager Justine. You always know what updates are coming or what is still to come (roadmap).
What do you dislike about the product?
Theres no time setting. It would be really great if you could pre-set certain dialogs, or pre-schedule the release (for example Black Friday Intent - write it in July and settle it so be published in November automaticaly. Or that the dialog can say different stuff depending on the month or time of the year (in September its "Have a good day" - in December it could automatically change to "Have a nice christmas time").
What problems is the product solving and how is that benefiting you?
It helps us immensely to process customer inquiries faster
Recommendations to others considering the product:
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The best customer support platform out there!
What do you like best about the product?
Zendesk is our solution for handling the increase in customer support requirements as we expanded our company. We needed a tool that would be able to provide us with robust features (macros, automation, etc.) without a steep learning curve. Zendesk provides that!
What do you dislike about the product?
There are some features that are cost-prohibitive for us (SLAs etc) as a small startup. Additionally, the automation and business rules can be quite limiting. It would greatly help us to be able to organize our tickets in a more productive manner. Additionally, there are some limitations (read receipts, etc) that we've had to implement in the marketplace. It would be great to not have to pay extra for simple features like that.
What problems is the product solving and how is that benefiting you?
Handling a large number of customer support inquiries and providing a centralized platform for all that support. It also has multiple channel support and a nice api integration which allows our customers to truly feel that our support is robuts. Zendesk provides many integrations with our other platforms, which has made our entire customer experience ecosystem thrive!
Great product for CRM. Customer Service is first-rate.
What do you like best about the product?
The UXI is very easy to navigate. I did not need training. It provides what you need in a simple style.
What do you dislike about the product?
The font utilized is skinny. I requested an update for this feature. Customer service was able to provide a quick solution in the interim.
What problems is the product solving and how is that benefiting you?
Ticketing system.
Zendesk Review
What do you like best about the product?
I really like that everything is within Zendesk. Especially when a campaign is working with a number of applications, it is nice for agents to be able to access all of those in one place through Zendesk.
What do you dislike about the product?
Sometimes when using Zendesk you will be signed out, as well as being signed out of the individual applications. This can be time consuming and cause issues with user interfaces.
What problems is the product solving and how is that benefiting you?
Everything is in one place. With newer agents that are not used to working from home or with multiple applications, Zendesk keeps everything nice, neat, and together.
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