Zendesk Suite
ZendeskExternal reviews
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Zendesk the advance customer support tool
What do you like best about the product?
Zendesk is a very simple and state of art technology tool that offers me various features to get connected with my customers and to build strong relations with them. This application is time saving and offers good team collaboration. Now I can handle huge audience in an effective way as I prefer to answer each of their query. This software has affected our wok speed and added to my business value as well.
What do you dislike about the product?
To track back any particular customer’s experience is quite difficult as I need to know the history sometimes for generating the detail report. Further when I compare it with other similar software I feel a room for improvement some clip board feature should be introduced.
What problems is the product solving and how is that benefiting you?
My clients matter the most and Zendesk also follows the same note thus provide the personalized support to my every customer. The work flow management was not that easy as it is now with Zendesk. Its appealing interface and ticketing system has helped us to unleash the real power of the data handling. Now I am in a better position to tackle various queries according to the priority.
Recommendations to others considering the product:
This is a very effective tool for managing your various social platforms. Zendesk will help you to boost up your sales and marketing strategies because it will equip you with the idea of what your customers exactly need.
Love ZenDesk!
What do you like best about the product?
Easy UI, easily accessible to the rest of the organization, ability to create great FAQ pages that are manageable to edit and navigate, tagging features.
What do you dislike about the product?
not having all ticketing systems in an organization in ZenDesk and having to toggle between the two.
What problems is the product solving and how is that benefiting you?
Resolving customer support tickets is the primary use case that ZenDesk excels at as well as creating a comprehensive FAQ page.
Zendesk Help Support is extremely slow and unknowledgeable.
What do you like best about the product?
Extremely thorough system with some incredible functionality
What do you dislike about the product?
The set up / administration is a beast, and often you will need to contact support for help. I've contacted them a couple times with minor questions, but responses take forever. We sent in a question on Dec 4, reach out twice after that and didn't get a response until Dec 16. It is now Jan 12 and the question is still unresolved because each time u send a message it can take 3-5 days to get a sentence response. We wanted to launch jan 18, so we figured reaching out about the issue on Dec 4, would give us enough time...guess not.
This isn't the only case where the slow response time has become frustrating. If you need to administer or set something up, expect that you will need lots of time to get answers from support. Planning and sticking to an original timeline will surely be impossible if you need to talk to support.
This isn't the only case where the slow response time has become frustrating. If you need to administer or set something up, expect that you will need lots of time to get answers from support. Planning and sticking to an original timeline will surely be impossible if you need to talk to support.
What problems is the product solving and how is that benefiting you?
We are switching off of intercom to a new, more complex, and more robust ticketing system. We are seeing much greater reporting functionality.
Very little support- no feature innovation or bug fixes
What do you like best about the product?
I like that it has a lot of settings we can configure and also that it has text/calling integrated- most zendesk comps tell you to just use a different software.
What do you dislike about the product?
It usually takes their support over a month to answer tickets which is insane. Our latest support ticket was answered 2.5 months after we submitted it.
They don't fix bugs or make new features often. We have a few persistent bugs we have reported that are experience breaking. We reported them over a year ago and nothing has been done nor have we been given any sort of timeline.
You are locked in to annual contracts for seats so if need goes down you'll still have to pay.
They don't fix bugs or make new features often. We have a few persistent bugs we have reported that are experience breaking. We reported them over a year ago and nothing has been done nor have we been given any sort of timeline.
You are locked in to annual contracts for seats so if need goes down you'll still have to pay.
What problems is the product solving and how is that benefiting you?
Support- it has been good to centralize support for a few different areas of the business.
Easy to set up
What do you like best about the product?
Zendesk is a very easy going tool.
You can set it up very fast and this could be really critical for a fast-growing company.
Also, there are a lot of resources where you can read tips and tricks. The community is big, and very likely you will find the answer you are looking for
You can set it up very fast and this could be really critical for a fast-growing company.
Also, there are a lot of resources where you can read tips and tricks. The community is big, and very likely you will find the answer you are looking for
What do you dislike about the product?
Even if the tool is not expensive, it can get out of control if your company grows very fast.
You will easily need to increase the package to cover all the needs.
Also, even if I recommend using Zendesk talk (to have it all in one), the phone cost could be really high for some region.
Integrations with social media are not the best
Chat bot is not good enought
You will easily need to increase the package to cover all the needs.
Also, even if I recommend using Zendesk talk (to have it all in one), the phone cost could be really high for some region.
Integrations with social media are not the best
Chat bot is not good enought
What problems is the product solving and how is that benefiting you?
- Provide customer service via different channels: phone, email, chat, social media
- Measure data: most common issues, tickets, etc
Benefits:
All in one platform for all the channels.
If you know what you want to measure you can easily set it up and start getting data.
- Measure data: most common issues, tickets, etc
Benefits:
All in one platform for all the channels.
If you know what you want to measure you can easily set it up and start getting data.
ZenDesk is versatile to changing needs.
What do you like best about the product?
Zendesk allows for seamless interaction and allows ease of knowledge sharing! We are able to communicate with a number of clients and patrons easily and efficiently.
What do you dislike about the product?
I would like to know what changes are being worked on that will be available and pushed out as optional services from the platform.
What problems is the product solving and how is that benefiting you?
Communication, data management, customer satisfaction, IT needs and management.
Recommendations to others considering the product:
Take the time to understand completely how to set up each product and understand how each product works. with another. Have staff that can be dedicated and focused on the suite at startup.
Great Software for Customer Support
What do you like best about the product?
The most beneficial attribute of Zendesk is that each sector (phone, email, help center and chat) are all in a single space. This has saved us tremendous time. Our Account Manager is very helpful and works to find us the best fit for our business.
What do you dislike about the product?
The Talk product is not as robust as needed to manage phone volume. The live dashboard was a major improvement but the standard talk dashboard should incorporate the live dashboard and the page that allows you to listen live to calls.
What problems is the product solving and how is that benefiting you?
We are able to service more customers since we are saving time with a consolidated view. In addition, the Help Center has allowed us to offer visibility to our customers that we didn't have before. The amount of flexibility in reporting is a great benefit as well. We view multiple types of data to understand our customers needs and the Explore product is extremely helpful.
Recommendations to others considering the product:
If you would like to consolidate all channels of support, promote visibility to help articles for your customers and drive them to the answers they need, Zendesk is a great tool to support that elevation. Most of what we need, in terms of reporting, is pre-built so it requires less time. The most incredible benefit and the ultimate reason we chose Zendesk is that we are able to make most of the changes, updates or additions we need due to the ease of use.
User friendly
What do you like best about the product?
The UI is very user-friendly. The tickets are easy to find and manage. I can arrange them according to time received, time of the last update even according to the subject. There are a lot of things you can do according to your liking.
What do you dislike about the product?
When it is connected to Shopify, the area to answer the emails is really small you have to scroll to the sides or up and down to read the entire message. That's the only downside I see.
What problems is the product solving and how is that benefiting you?
Just mostly shipping concerns and the macros really help.
Zendesk has been very successful with seamless communication internal and externally.
What do you like best about the product?
Communication all linked together in one ticket.
What do you dislike about the product?
I would like to be able to delete comments within a ticket.
What problems is the product solving and how is that benefiting you?
Communication between guests and our internal staff was all over the place before and there was no way to track emails easily- this has been made much easier with the introduction of Zendesk.
Zendesk helps keep all issue details in one place
What do you like best about the product?
I like the ability to attach all types of content from photos and files and special attachment formats. The ability to have so many types of attachments helps our customers more completely describe or represent their issues.
The ability to have internal conversations regarding the customer issues prior to releasing an external answer or question response is very helpful.
The ability to have internal conversations regarding the customer issues prior to releasing an external answer or question response is very helpful.
What do you dislike about the product?
There have been a few times when I needed to speak to a human and the automations were so rigid that I was not able to get through to an actual person to review an issue with my account.
Multiple email notifications if an agent accidentally includes inside team members on the carbon copy feature, and the follow feature.
Multiple email notifications if an agent accidentally includes inside team members on the carbon copy feature, and the follow feature.
What problems is the product solving and how is that benefiting you?
We are an engineering consulting and specialized robotic automation solutions provider. We have complex systems that are not easy to diagnose or resolve with only one agent touch.
We use Zendesk to answer operational problems, communicate documentation and quotes for parts and services.
We use ZD to allow multiple subject matter experts to respond not only externally to the customer as needed, but to have internal conversations to align our communication prior to the external communication happening.
We have been able to keep our response time very low, and keep our customers aware of our next actions and deliverables schedule with the whole CS team aware of the status of activities.
We use Zendesk to answer operational problems, communicate documentation and quotes for parts and services.
We use ZD to allow multiple subject matter experts to respond not only externally to the customer as needed, but to have internal conversations to align our communication prior to the external communication happening.
We have been able to keep our response time very low, and keep our customers aware of our next actions and deliverables schedule with the whole CS team aware of the status of activities.
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