Zendesk Suite
ZendeskExternal reviews
6,517 reviews
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Zendesk is a powerful and stable one-stop shop for all your CX needs
What do you like best about the product?
First and foremost, Zendesk is super reliable software. I've been using their platform as Support Tech Lead for the last 4 years, and they are evidently putting a lot of effort into monitoring every bit of their service. This translates into a very smooth user experience, which is highly important when handling demanding customers in an online world.
What do you dislike about the product?
It comes with quite a high price tag, although they do have differential tiers that allow you to scale as you grow. Considering the high level of service, I would say this is probably justified.
What problems is the product solving and how is that benefiting you?
Zendesk allowed us to integrate customer inquiries from different channels, and have high visibility into our workload and workflows. We are constantly adding new triggers and automations that help us provide our end-users with tight support.
It's a great tool
What do you like best about the product?
I would say the easy customer service and the triggers that simplify the user experience
What do you dislike about the product?
Sometimes the interface slows down & some bugs appear here and there.
What problems is the product solving and how is that benefiting you?
Easy feedbacks from the customers especially with the widget
A Stable and Useful Workflow Tool
What do you like best about the product?
An uncomplicated, user-friendly and customisable UI which is simple to use.
What do you dislike about the product?
Unable to view some attachments - particularly those within social media messaging.
What problems is the product solving and how is that benefiting you?
A useful way to manage all support enquiries from different medias in a single space, saving time and effort.
Very Helpful
What do you like best about the product?
They were able to provide articles that I could review as well as them providing me with an answer. I was able to wait for a live agent to chat with.
What do you dislike about the product?
Not being able to create custom conditions or actions in Triggers and automations.
What problems is the product solving and how is that benefiting you?
We use it for our support center. Expanding to other departments such as onboarding and CSM support.
I received personal support for a question I had via email.
What do you like best about the product?
I really liked that my question was personally answered by one of your agents via email.
What do you dislike about the product?
I can't think of anything at the moment.
What problems is the product solving and how is that benefiting you?
They are helping me with understanding better how Zendesk Guide works.
User Friendly
What do you like best about the product?
A central and organised tool that can be used by all teams in Ops
What do you dislike about the product?
The time it takes to get support, Zendesk Explore is overwhleming
What problems is the product solving and how is that benefiting you?
Customer Support - quick turnaround time.
Metrics and analysis on performance.
Metrics and analysis on performance.
The support I received from Zendesk Support Suite was very helpful
What do you like best about the product?
The response was helpful and the response came fairly quickly.
What do you dislike about the product?
There isn't anything I really disliked from the support response from Zendesk Business Suite.
What problems is the product solving and how is that benefiting you?
I was able to reach out for help with an issue I ran into while setting up Zendesk integration.
Zendesk Great Beginner Helpdesk Software
What do you like best about the product?
The ease of use is very helpful, especially in training new users to use it and support clients.
What do you dislike about the product?
I wish it has some more features available to help with SLAs with clients. I also want their reporting functionality built out more.
What problems is the product solving and how is that benefiting you?
They helped me understand how their SLAs work in their system.
A useful rabbit hole
What do you like best about the product?
Knowledge base centres to help users find helpful information. The possibility of creating multiple brands to tailor information and support for end users and, of course, the ticketing system.
What do you dislike about the product?
The limitation that lite agents have to manage and work on tickets, the impossibility to (easily) create multiple SSOs for the (multiple) created brands, and the amount of available information to learn and troubleshoot yourself about the platform. Also, the fact that you cannot set up only a request page (ticket form).
What problems is the product solving and how is that benefiting you?
Internal support for multiple employee requests, knowledge base sharing and ticketing support for multiple customers. It allows to provide better support to different end users and a more efficient onboarding experience.
Support Center
What do you like best about the product?
I like being able to add different drop-down menus for the support team to fill out.
What do you dislike about the product?
Unfortunately, I cannot run reports on the drop-downs because I do not have the next level of ZD Support.
What problems is the product solving and how is that benefiting you?
I can assign tickets/incidents to members of my team, that way I know who is answering these emails.
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