Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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Very straightforward, friendly, good support provided
What do you like best about the product?
Different options and setups to use to suit your business and a great support network when unsure about things.
What do you dislike about the product?
Some things can be a little techy to use
What problems is the product solving and how is that benefiting you?
How to make changes and set ups which are hard to understand
Easy to use and great for reporting
What do you like best about the product?
I love how easy everything is to set up, making a busy day that much better. The reporting tools are so in-depth and provide my department and the company I work for with great detail.
What do you dislike about the product?
There isn't really much I dislike other than sometimes when needing advice from the agents- Most of the time, a query isn't urgent, but when it is, I find although the response time is short (mainly a couple of hours), I do often want a quicker response time.
What problems is the product solving and how is that benefiting you?
Our company used a different CRM system, and the reporting function was never great. However, Zendesk's reporting system provides the company with all the detail they need for customer queries and issues. It helps us improve our customer service and gain more knowledge on the common problems we are having, whether it be shipping or product issues, etc.
Intuitive, simple, easy to use
What do you like best about the product?
How easy it is to navigate the platform in a hurry, the macros and shortcuts make my life 100 times more accessible, and I can settle into a steady rhythm when working on issues.
What do you dislike about the product?
Specific options are baked in, and some are missing altogether. For example, a dark theme that would make it easier on the eyes and the ability to unmerge a ticket would also be widely appreciated.
What problems is the product solving and how is that benefiting you?
Expanding the ways our customers can get in touch with us (phone, email etc..), the integrations with other platforms allow us to work seamlessly with other teams.
The tool is fast, high available and trustfull
What do you like best about the product?
The tool is really easy to use and manage. I appreciate the performance and the high availability. The best thing on this is that we can trust and it is realiable
What do you dislike about the product?
The licensing management is a little bit confusing, different roles can consume the same license, I had a hard time understanding that, but the support team from zendesk was helpful and gave me a fast response
What problems is the product solving and how is that benefiting you?
It is helping my company share product documentation and updates to our customers, it easy to manage and integrate via API, at the moment our inside product help depends totally on zendesk
ITS EASY AND EFFECTIVE , GREAT SUPPORT
What do you like best about the product?
Zendesk support is easy to use, and response time is quick and convenient, the app itself is easy to use or let us say user friendly and manageable , id highly recomend it
What do you dislike about the product?
the down side is we are currently not using the call function so we do not have total control over calls , on the chat side Zendesk does give some errors when a browser is to full
What problems is the product solving and how is that benefiting you?
well the app does update a lot and nnew functions are visible, the new knowledge center function is great, and it does give information quicker , further more I can not say i have any problems
The easiest support solution I've ever used
What do you like best about the product?
How easy it is to integrate into everything, including code snippets for UI, simple guides for dns, email, etc.
What do you dislike about the product?
there are a few missing features, like setting different sizes for the widgets, but those are mostly not important enough.
Also, some features require talking to support and are not 100% self service.
Also, some features require talking to support and are not 100% self service.
What problems is the product solving and how is that benefiting you?
It provides an easy to use helpdesk solution for all our support needs. Having used several others before both as an admin and as a support engineer I can easily say this is the best one thus far.
All the power at your service, all you need to learn is available in the Community
What do you like best about the product?
Once you install it you have a guide to help you get started and using Zendesk. You can go deeper and deeper in the configuration to adapt the Suite to your needs and provide an excellent customer experience. And if you need help, everyone is around, just search or ask the Community.
What do you dislike about the product?
Zendesk customer support has incorporated the flowbot, which is a great product solution. However, I feel talking to a bot is not ideal and you end up requesting a solution to a blocking issue.
What problems is the product solving and how is that benefiting you?
It was easy to get started. The best came when we could integrate all other channels (social, voice and chat) and started leveraging our excellent customer service!
We have found using Zendesk very helpful.
What do you like best about the product?
Zendesk is very easy to use, and easy to expand to be used for various things, such as Support Portal, replying to SoMe comments and moderating.
What do you dislike about the product?
Connecting Talk phone number takes weeks.
What problems is the product solving and how is that benefiting you?
Before Zendesk, it was easy to forget to reply to customer as we used Outlook before. With Zendesk, it is easy to follow tickets.
My issue of accessing Zendesk tickets was resolved at the quickest time.
What do you like best about the product?
The go to resolve the issue and constanly keeping in touch to check if the issue got resolved or not. Checking if the solution provided worked or not.
What do you dislike about the product?
I am not an app developer. So the suggestion to perform troubleshooting with codes, that I did not understand where to enter, i did not like.
What problems is the product solving and how is that benefiting you?
ZDSS solves almost all the issues with the application. It benefits me to deliver client related issues in a convenient and speedy way.
Long Time User
What do you like best about the product?
There are many customization options for the tickets/users/organizations, as well as macros that can be created and used to save a lot of time. The Problem/Incident linking is super helpful too.
What do you dislike about the product?
Exporting data about Organizations alone isn't possible at this point. I mean apart from ticket / user data. There are also search results that can't be sorted over the various columns and that seems like basic functionality that is missing.
What problems is the product solving and how is that benefiting you?
For my role, keeping the Organization records up-to-date so that our customer service reps (who are contracted out and have no access to our CSM) are aware of who to contact with Account (Organization) questions, whether a customer's access to their software was deactivated, etc, is super helpful.
When I was in Customer Service we'd only just started the chat and I didn't get much experience with that.
When I was in Customer Service we'd only just started the chat and I didn't get much experience with that.
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