Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Great support on a holiday!
What do you like best about the product?
I liked the ease of being able to use the chat feature once I found it. It was simple, and the representative helping me resolved the issue promptly.
What do you dislike about the product?
I had previously emailed support, not knowing there was a chat option so I had many follow up requests trying to handle my issue that was was already resolved. Maybe have chat option as first line of resolve.
What problems is the product solving and how is that benefiting you?
The request was regarding closure of tickets on a holiday
Superb Ticketing System
What do you like best about the product?
The ability to manage requests in an organized and streamlined manner. The best feature about the platform is the ability to customize it to your liking. Two different Zendesk environments can look entirely different and function in different manners, which shows how versatile the platform is.
What do you dislike about the product?
They recently cut out their phone support, which is unfortunate, so now you're stuck to email and live chat.
What problems is the product solving and how is that benefiting you?
Organizing all IT related support requests.
Easy to navigate, helpful support
What do you like best about the product?
Enjoy the customizations of using Zendesk, very robust!
What do you dislike about the product?
We've noticed some issues on our customer replies to tickets not reaching customers at times, could be a user error but that would be our biggest pain point
What problems is the product solving and how is that benefiting you?
Ticket organization and an overview of reporting for satisfaction and TTFR
So far been pretty simple
What do you like best about the product?
Email support works well. And support has been good.
What do you dislike about the product?
Few too many package choices. Would like to be able to specify data location on lower packages.
What problems is the product solving and how is that benefiting you?
We are using it to track email support and telephone logged tickets.
Great Support!
What do you like best about the product?
It was easy to locate help once the issue began to impact us.
What do you dislike about the product?
If the issue had been discovered before it had to be reported, that would have bene ideal.
What problems is the product solving and how is that benefiting you?
The ticketing system was down, and they were able to fix it within a reasonable amount of time.
It's the service that you definitely have to use if you don't want customer service becomes a burden
What do you like best about the product?
The capability to configure messages from different sources and use triggers and automation to get things done without human interfering.
What do you dislike about the product?
It could be a bit difficult to understand at the beginning. But once you dig into it, it's going to rock your world.
What problems is the product solving and how is that benefiting you?
We can see and address questions/issues in the same place. This saves a lot of time going back and forth. And it also combines messages from the same person sent to different sources.
keep up the good work
What do you like best about the product?
helpful support team on every perspective
What do you dislike about the product?
Cost is slightly high but i believe it is worth for the money
What problems is the product solving and how is that benefiting you?
enable every possible channels to keep our engagement with customer
revolutionized our support desk
What do you like best about the product?
super easy to implement and has a lot of add on apps. it meets our needs and can expand to new features in the future
What do you dislike about the product?
exporting data like articles to another system will be a pain
What problems is the product solving and how is that benefiting you?
increased efficiency of support desk by 30% compared to working in Outlook
Zendesk experience
What do you like best about the product?
integration with SF and other applications
What do you dislike about the product?
nothing really as i think ZD has been very helpful
What problems is the product solving and how is that benefiting you?
manual processing of support inquiries which becomes very tedious when done through emails
Great support
What do you like best about the product?
The support staff is very helpful during the setup process. Plugging it into our shopify store is easy, and we were up and running in no time. Compare to Freshdesk, which the chat feature alone cost 99 a month, I think Zendesk is decently priced.
What do you dislike about the product?
The support ticket system get some getting used to. I am still hoping to get a Discord integration. UI is kinda old, but functional.
What problems is the product solving and how is that benefiting you?
The omni channel through email, Twitter, Facebook and chat is what we wanted and what we got with Zendesk. Now I spend less time going through all the channels to find that one message where someone complained about a faulty product.
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