Zendesk Suite
ZendeskExternal reviews
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Best support/crm available
What do you like best about the product?
The customization and just having the ability to have someone from zendesk help when being stuck
What do you dislike about the product?
I would have to say would be response time with the support portal. When trying to get assistance sometimes the zendesk agents take a little bit of time to respond
What problems is the product solving and how is that benefiting you?
Support has helped me with many many different issues. From chat to messaging to support to explore to guide. They've been very very helpful
My absolute favorite platform of all time is Zendesk Support Suite
What do you like best about the product?
A platform that combines lead generation with customer service and gives various customization options combines your social media, phone, and chat in one place. Prioritizing new tickets above tickets with SLA breaches allows us to maintain our service level agreements (SLA) with our clients. I have no trouble selecting the tickets in the views I wish to resolve. It aids in us fulfilling our quota. Our production is increased.
What do you dislike about the product?
I have no major dislike at all. A comment that has already been posted cannot be edited. When a customer contacts a business many times and multiple tickets are opened.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to organize our customer service requests in a highly effective and transparent fashion, allowing us to prioritize issues and promptly and efficiently reply to our user base promptly and efficiently.
a very beautiful experience
What do you like best about the product?
integration of Zendesk on the application synchronization on social networks
What do you dislike about the product?
the trigger the manipulation but in short it remains excellent
What problems is the product solving and how is that benefiting you?
real-time communication, support via email address
Tried & tested solution. Zendesk is the ultimate tool to delight & support our customers.
What do you like best about the product?
Zendesk helped us to serve our customers via multiple channels (SMS, Email, WhatsApp, Call & Social Media) in the most sophisticated manner. Now we are able to resolve 100% of tickets coming in from multiple sources within 24 hrs due to excellent tooling we have thanks to Zendesk.
What do you dislike about the product?
I am familiar with zendesk since I have been using this for the last month & to our surprise, the zendesk team always has a solution for all of our requirements just when we need it, out of the box. so I am yet to discover something which might not be likeable for our company needs.
What problems is the product solving and how is that benefiting you?
It helped us to track and assign tickets efficiently & reaching out to customers from whatever medium they prefer zendesk has it all. Also, it allows us to set great automation and create a self-serve system for our customers using Gather.
Most Straightforward Platform!
What do you like best about the product?
It is very user friendly. Even when you don't know the answer to something, resources are unlimited and the support team are very efficient.
What do you dislike about the product?
The default features aren't always optimal and integrations can be costly. Don't think that's Zendesk's fault though.
What problems is the product solving and how is that benefiting you?
Allows us to communicate with customers across multiple channels which we weren't able to do previously.
Professional Support for Business
What do you like best about the product?
Most helpful is the acknowledgement and advice on time to respond. This helps manage expectations.
What do you dislike about the product?
There is nothing I dislike about Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
Immediate review of our issue and helpful articles and hints to ensure the same problem does not reoccur.
Zendesk Helps Increase CSat & Agent Productivity!
What do you like best about the product?
We enjoy having multichannel support options and the ease of reviewing part customer ticket history. Zendesk is easy to set up as an Admin and also easy for Agents to use. We have it integrated with Shopify which allows the agents to be able to review an order and do refunds without the need for a Shopify license.
What do you dislike about the product?
The reporting is good, but it takes a while to understand how to set up reports and dashboard reporting to meet our company's needs. We wish they had more examples to show during the training; however, now that training is offered for free, we can review different courses as needed.
What problems is the product solving and how is that benefiting you?
Reasonable cost, Suite pricing is a good discount, multichannel support offering, ease of use for Agents/Leads/Managers. We have seen CSat scores remain in the mid 90% and have been able to reduce expense by creating several Triggers and Automations to handle easy to answer questions.
High quality, flexible and data-driven solution
What do you like best about the product?
The reporting is very robust.
The automation and trigger capability is a powerful way to reduce repetitive work and create a better customer and employee experience.
The ability to integrate with Salesforce is great.
The automation and trigger capability is a powerful way to reduce repetitive work and create a better customer and employee experience.
The ability to integrate with Salesforce is great.
What do you dislike about the product?
I don't have any complaints at this time
What problems is the product solving and how is that benefiting you?
We use it for all customer support. The ability to create forms so that customers have to provide the minimum necessary info prevents unnecessary back and forth.
Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is an effective interface for Agents and Admins alike. It can be configured in simple and complex ways for all-size organizations. As an agent, you can see the tickets you need to see with views and information about the customer through custom fields. You can operationalize your internal policies using the SLA feature as an admin and use triggers to route tickets to the agent group that is right for the task in realtime.
What do you dislike about the product?
I don't like that we can't customize much of the layout for agents. Fields are always on the left and apps always on the right. Even though we can collapse the apps on the right, that real estate could be used for other important customer information, for example.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us provide top-of-class support for our customers in an effective way. Customers know how to contact us and Zendesk helps us get the ticket to the agent that is best suited to solve their problem.
Quick and helpful
What do you like best about the product?
Easy to use and easy to get a quick response. I like that it's directly accessible wherever I'm navigating on Zendesk
What do you dislike about the product?
Honestly, there's nothing that immediately jumps out that I dislike or that is difficult to use
What problems is the product solving and how is that benefiting you?
It lets me quickly learn what I need to manage and assist my team. I'm new to a recent position and learning on the fly, but Zendesk Support Suite makes it easy to figure things out
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