Zendesk Suite
ZendeskExternal reviews
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Made life easy for customer support team
What do you like best about the product?
1) While the product has been designed primarily for the customer support team, the best part about ZD is how it allows the customer support team to collaborate easily with other teams.
2) For each of our products & services, we have a list of FAQs. With the use of Macros, we could easily automate answering these FAQs.
2) For each of our products & services, we have a list of FAQs. With the use of Macros, we could easily automate answering these FAQs.
What do you dislike about the product?
1) There have been a few escalations because some critical customer queries were not addressed in time due to notifications not being triggered at the right time. Maybe the ZD team can look into it, but we do understand that these things happen with complex software.
2) There are not enough training or tutorials available. We have to spend a lot of time figuring out what each option or feature does - which ones are important and which ones can be ignored. While there are some Youtubers who create content on ZD, it will be helpful if ZD itself provides detailed step-by-step videos and pdfs on various use cases.
2) There are not enough training or tutorials available. We have to spend a lot of time figuring out what each option or feature does - which ones are important and which ones can be ignored. While there are some Youtubers who create content on ZD, it will be helpful if ZD itself provides detailed step-by-step videos and pdfs on various use cases.
What problems is the product solving and how is that benefiting you?
Our organization had multiple channels (website, twitter, FB etc.) where we used to interact with customers. It was always a struggle to manage customer queries from different sources/channels and have a central repository. With ZD, our customer support team could achieve that streamlined approach, significantly reducing turnaround time for customer query resolution.
Zendesk Suite Review
What do you like best about the product?
Pretty much a one-stop shop for everything you need to provide excellent customer service. You also have the ability to get support from customer advocacy team. Downside though is quite expensive honestly speaking.
What do you dislike about the product?
Not dislike it but more on the system limitation, especially with the Zendesk Explore. There's a limitation on how many rows you can export in which kinda frustrating given most of the time you have a very large number of data you need to extract.
What problems is the product solving and how is that benefiting you?
You can have all the products you need to provide excellent customer service. There's the support, guide, gather, sell, explore which are very good products from Zendesk.
Amazing tool for managing tickets and chatting
What do you like best about the product?
ZenDesk is the best tool ever built for incident management. We can customize the views to match our team needs, automatically set time frames to close a ticket, auto-replies, and have a fantastic User Interface with outstanding performance in place.
What do you dislike about the product?
I had some bugs dealing with ZenDesk; I faced a bug where the tool did not follow a standard process whenever I opened a ticket and assigned it to a different/admin user every time, but this bug was fixed already. Also, it is not easy to jump start in the customizing features, but with time you can master and do whatever you need to manage and automatize the workflow.
What problems is the product solving and how is that benefiting you?
It improved my workflow, helping me manage my tickets with automatic messages, macros, split views, comments, a clean User Interface and an outstanding support team.
ID user problem
What do you like best about the product?
I like that I reached person really quick. Chat bot said that I will get help within 1-2 days but it was few minutes when Hugo reached me and help me about my problem.
What do you dislike about the product?
I think chat bot should have more options to choose. I'm not sure if I choose right . Oprtion about webpage should be okay
What problems is the product solving and how is that benefiting you?
Support solved my problem with finding my User ID. Hugo who reached me really quick showed me multiple options which was really helpful. I don;t know what to say more. Glad to know that there are some people who can help us
The best experience
What do you like best about the product?
Because can unified the communication with consumer.
What do you dislike about the product?
Registering customers is very bureaucratic
What problems is the product solving and how is that benefiting you?
Fast solutions with communication.
I have already used the system professionally and the platform is excellent and very dynamic.
What do you like best about the product?
Possibility of easy interaction with support and ease of viewing the information available on the platform. Ease of extracting information.
What do you dislike about the product?
The system may exhibit some performance issues that are difficult to resolve through support; we have already lost numerous chats due to system fluctuations.
What problems is the product solving and how is that benefiting you?
Technical support on platforms I use daily helps me resolve doubts, obtain accurate information, among other situations related to service.
good service
What do you like best about the product?
talk with clients every time a day in WhatsApp.
What do you dislike about the product?
bad layout and difficult explanation, makes it difficult to use
What problems is the product solving and how is that benefiting you?
Contact with customers has become more agile, increasing their satisfaction.
Support is Awesome.
What do you like best about the product?
The chat feature on the support page is the best thing to get instant help. It has the capacity to share snaps as well for a better explanation of issues. Wait time is less.
What do you dislike about the product?
There should be an email option available so the customer can manage the records and escalations. There should be a ticket portal as well. Last time the agent leaved the chat in-between.
What problems is the product solving and how is that benefiting you?
I have only checked with reporting problems yet. They have helped me to troubleshoot the issue that i was facing with an attribute. It improves work efficiency.
Received awesome tech support from Philip A. He resolved my issue.
What do you like best about the product?
He was very responsive in the chat and allowed me to figure it out myself which was also very helpful so I know how to resolve it again if it comes up.
What do you dislike about the product?
There is nothing I disliked about his support he gave to me.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping me solve accessing app issues I was experiencing which now that I have it, I have the ability to access my clients addresses when I'm out on the field.
Great experience in all topics
What do you like best about the product?
From the ease of using the tool, the return from clients is much faster when contacted through Zendesk.
What do you dislike about the product?
It is a very complex system to register clients, as it has to be done step by step, when it could allow entering all the data and then confirming it all at once.
What problems is the product solving and how is that benefiting you?
All related to contact with the clients and their feedback
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