Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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Fast and effective support
What do you like best about the product?
Chatbot quick in directing you to an agent
What do you dislike about the product?
The chatbot is a bit confusing as it seems to store old conversations
What problems is the product solving and how is that benefiting you?
Any functionality of Zendesk that are broken or lagging I can raise quickly to help us get back to our users
Support for Social Account
What do you like best about the product?
They managed the ticket really fast and they were able to give me a lot of detailed information about all I need to procede. They sent me lot of usefull link regarding my problem and we already solved it.
What do you dislike about the product?
Nothing at all. The time spent with the member of the Advocacy Team was good. He was able to handle my problem really fast and clearly get to the point without losing any precious time
What problems is the product solving and how is that benefiting you?
We needed to know further information about how to connect our Twilio's number to whatsapp. We also needed some information regarding Telegram and they send us the correct link to the marketplace for the module we needed.
Zendesk can be very complex; when I need help I can always count on Zendesk support
What do you like best about the product?
Usually, they are very fast with their responses and very clear in their communication.
What do you dislike about the product?
I have no issues with the support service; however, I dislike Zendesk making changes without notifying its users.
What problems is the product solving and how is that benefiting you?
We have many brands/channels in our Zendesk; customizing each and having them not interfere with each other can be very tricky. Zendesk has a lot of moving parts and even though I consider myself an "expert" in Zendesk, I still need to reach out to Zendesk Support from time to time and they always get to the root of the issue.
Great experience
What do you like best about the product?
The chat was active till the issue was resolved
What do you dislike about the product?
Immediate support on chat, initial message was after 15 mins
What problems is the product solving and how is that benefiting you?
Regarding the Zendesk Chat Visitor name and it helps my agents
Overall a great experience
What do you like best about the product?
I find it easy and intuitive to access and complete my tickets. I like the support for hotkeys as well.
What do you dislike about the product?
I dislike that I receive email notifications for every ticket and that I cannot change it without an administrator.
What problems is the product solving and how is that benefiting you?
Zendesk support suite allows me easy access to my ticket queue. The benefit is being able to serve my customer's needs more effectively.
Great for Small Teams!
What do you like best about the product?
Zendesk makes communicating with our customers easy and easy to track. The UX is better than I've found with other, similar programs. It is easy to store customer data, keep internal notes, and track tickets. The triggers and automations are a breeze and make the job of a small team much easier.
What do you dislike about the product?
One of the downsides for smaller teams is that some of the best features of Zendesk are for plans priced and built for larger teams. It would be great if that could be more accessible.
What problems is the product solving and how is that benefiting you?
Keeping track of customer inquiries, using macros to ensure everyone on the team can answer questions well, and using the knowledge base internally as additional staff support.
magnificent product
What do you like best about the product?
i like how is it easy to use and pefrect for customer feedback and relations
What do you dislike about the product?
sometimes it have bugs or it get slow , or the instant chat get laggy
What problems is the product solving and how is that benefiting you?
customer complaints and relations , feedbacks about our services
Flexible, Powerful, Our Favorite Tool
What do you like best about the product?
Zendesk allows your team to create a highly customizable and rapidly scalable support solution. We love it. My colleague and I took on the daunting task of bettering the flow of tickets and phone support at our medium-sized business. Zendesk's automation (the triggers, macros, etc.) allowed us to offload so many decision points in the flow to the user without overwhelming them. We used conditionals on our forms to automate a 'living' form that adapts to the ticket the user is trying to submit. Too, we're able to take the automation and fields we've created for one form and seamlessly apply it to another. We've gone from a confused user base to one that needs only one directive: "Put all support requests in the Zendesk form. Call if there's an emergency." Then Zendesk gets each request to the support engineers as required. Zendesk is alleviating frustration from our users and is giving our IT Team time to tackle bigger projects that will launch our company into the future.
What do you dislike about the product?
There are just a few tool features that could yet be improved in Zendesk. To be quite honest, from what I've seen thus far, I fully expect those improvements to be coming already. We're talking about very simple items like not being able to program a very specific function on a very specific automation element. Beyond this, we're so grateful for the time Zendesk has given us back that everything else pales. We love it.
What problems is the product solving and how is that benefiting you?
Zendesk is taking the ambiguity our of our user support requests/ticketing. We had a confused user base that didn't know where to submit a ticket - phone this person, phone that one, email here, email there - but after we took the time to set up a couple of Zendesk forms, we can tell everyone, "Put all support requests in the Zendesk form. Call if there's an emergency." This has given our Director of Information Systems and our lead Support Engineers an immense amount of time back. They no longer spend several emails back and forth diagnosing an issue before ever getting it to the required party. Also, our users are less hesitant to reach out for help.
Best support
What do you like best about the product?
Reports of insights are very helpful, especially when presenting to clients
What do you dislike about the product?
Latency sometimes when it comes to answering phones
What problems is the product solving and how is that benefiting you?
n/a
Easy process
What do you like best about the product?
I like that I was able to resolve my query via chat instantly instead of waiting for a response via an email
What do you dislike about the product?
No issues, the option to resolve via chat is always best
What problems is the product solving and how is that benefiting you?
We use Zendesk ticketing system to communicate with our clients. Now that I understand the issue I raised and how to resolve it going forward, we can communicate better with our clients
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