Zendesk Suite
ZendeskExternal reviews
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Simple and powerful
What do you like best about the product?
Zendesk Suite works immediately out of the box but has a lot (and I mean a lot) of hidden powers right at your finger tips.
What do you dislike about the product?
Some features are available in overlapping products. Eg chat and messaging. Social via messaging and classic channels.
What problems is the product solving and how is that benefiting you?
Creating an Omnichannel environment that allow our customers to self serve while empowering our agents to solve and surprise the customer.
Recommendations to others considering the product:
Get a partner involved
Helpful Support
What do you like best about the product?
A powerful tool that can handle almost everything you need.
What do you dislike about the product?
Nickel and dime every feature making it hard to grow as a business. Either have not enough features with what you can afford or you have all features but can barely afford.
What problems is the product solving and how is that benefiting you?
Use it just as our main CRM. Handle emails and questions through our website.
Recommendations to others considering the product:
Nickel and dime you for every feature they can. Take free add-on's and sometimes "update" and start charging. Very powerful but be prepared to pay a lot more for it.
Good product with decent support
What do you like best about the product?
It's full-featured, configurable, and very reliable.
What do you dislike about the product?
Reporting with Explore isn't as robust as we'd like and the Talk data cannot be exported via an API.
What problems is the product solving and how is that benefiting you?
We needed a way to track all helpdesk requests internally and in our outsourced call center. We're able to separate them by using the multi-brand setup.
Zendesk is easy to use. If there are any questions just ask their support.
What do you like best about the product?
I like their support, they have answered thoroughly and fast.
The app itself is fine as well.
The app itself is fine as well.
What do you dislike about the product?
it's a bit complicated to send emails from zendesk email to clients. however inbound flow is straight
What problems is the product solving and how is that benefiting you?
email, guides, and chats
Recommendations to others considering the product:
just try zendesk and you will see how easy to use it is. if you have any questions their support is ready to use. please note, that you can have only 1 chat at the moment on their free plan.›
Great Features, Easy to Use
What do you like best about the product?
Zendesk Support Suite allows us to take our customer support/success to the next level. I love the ease of setting up ticket forms and fields so we can capture the necessary information we need to satisfy different requests. In our previous support tool we didn't have the option of doing this - it also didn't give us a Ticket Number that we could pass to the customer so they could easily reference an issue when they contact us (or when we are doing support internally) - we were having to use the customer name and conversation title which wasn't the best experience.
What do you dislike about the product?
We are interested in using Zendesk Talk so we can use an Analytics product to analyse our call recordings. However, Zendesk talk doesn't support recordings in Stereo format - only in Mono.
What problems is the product solving and how is that benefiting you?
We have totally revamped our customer support offering since using Zendesk. We have 1000 times more flexibility and reporting features when it comes to ticket forms and capturing additional data on tickets (Our previous provider used to charge to tag conversations!).
Our support team has greater visibility into what tickets are at specific stages of the process. This allows us to ensure tickets don't slip through the net and don't get answers.
Our support team has greater visibility into what tickets are at specific stages of the process. This allows us to ensure tickets don't slip through the net and don't get answers.
Recommendations to others considering the product:
If you already have a Zendesk account and your thinking of upgrading - make sure your not on the Legacy plan before you upgrade in the UI. We did this and we thought we were going to get all of the features displayed on the Zendesk Pricing page. This wasn't the case as we are on a legacy plan - we needed to purchase addon's which totalled $40 per agent per month. A price we were not expecting to pay.
i9Education
What do you like best about the product?
Thier prompt response, All their team give prompt response in solving the issues
What do you dislike about the product?
Switching between support people which create a lot of confusion
What problems is the product solving and how is that benefiting you?
We are configuring our newly signedup zendesk platform
Zendesk: the most reliable helpdesk I've ever used
What do you like best about the product?
How Zendesk works well, in a way it is reliable and its features work as intended, and how powerful this tool can be if its features are well used.
What do you dislike about the product?
Configuring Zendesk in a way to be able to use its advanced feature can be quite hard.
What problems is the product solving and how is that benefiting you?
The need to solve customer support tickets, and also be able to extract a summary of the tickets for specific customers and their status, for the generation of reports.
Recommendations to others considering the product:
It is a very useful and reliable helpdesk. Make sure to give it a try when considering buying a helpdesk license.
My first month with Zendesk
What do you like best about the product?
It has been a smooth onboarding experience. When needed support live chat was quick and helpful to guide me in the right direction.
What do you dislike about the product?
There is SO much to learn, nothing yet at this moment
What problems is the product solving and how is that benefiting you?
We are providing a smooth reliable support experience to our clients and customers. So far it has saved us time and not bogged down our inboxes. We will be able to reply in an appropriate time through a reliable source
Allows quick efficient communication with our donors
What do you like best about the product?
The ability to quickly respond to donors requests and solve their donation issues.
What do you dislike about the product?
The triggers and automations could be more user friendly.
What problems is the product solving and how is that benefiting you?
Engagement with donors and a more responsive donor support team.
Great product, fantastic customer service!
What do you like best about the product?
Customer service really supports and helps you in your journey to understand and use Zendesk in the best way you can. Their Help Center section is amazing, every single answer from a small to a big issue is right there
What do you dislike about the product?
I like everything. I don't see a donwside
What problems is the product solving and how is that benefiting you?
With so many tools that Zendesk offers, it is really easy to create a swift, pleasant customer service experience for the customer. I learn of all the amazing processes Zendesk offers that can be implemented to make the work easier on the Agents. Happy Agents mean Happy Customers!
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