Zendesk Suite
ZendeskExternal reviews
6,505 reviews
from
and
External reviews are not included in the AWS star rating for the product.
quick and helpful chat support
What do you like best about the product?
The configuration and setup is very agent as well as customer oriented. You only need to make any programming if you want really specific things.
What do you dislike about the product?
Zendesk is growing and then maybe losing focus on the core, i.e. customer support.
What problems is the product solving and how is that benefiting you?
We are B2B and our customers are working 24/7 around the globe. We can give them info in the Knowledgebase and record their remaining questions to be handled using office hours.
Great!
What do you like best about the product?
Straight forward talking, supported where needed.
What do you dislike about the product?
Nothing, The person i spoke to was easy, dealt with my query
What problems is the product solving and how is that benefiting you?
No issues
Zendesk user for more than 13 years.
What do you like best about the product?
Zendesk is very easy to use and I like help centre guide. Highly recommend to anyone who is looking for a solution to their business.
What do you dislike about the product?
If the price could be more competitive. However, I really like to use Zendesk.
What problems is the product solving and how is that benefiting you?
It has helped to improve on our Customer Support KPI performance for CSAT and FRT.
Quick and efficient support
What do you like best about the product?
Customizable, easy to use, user friendly
What do you dislike about the product?
Occasional caching issues, hard to search historical cases easily.
What problems is the product solving and how is that benefiting you?
Automation
Zendesk is the best tool for any support team. We love it!
What do you like best about the product?
The ease of managing views, looking over a history of conversations, and managing SLA's and ratings for overall input in the ticketing system.
I've used SalesForce and Gorgias, and Zendesk is the most diverse when it comes to the type of users it can serve, it is not only e-commerce or only sales, it's everything!
I've used SalesForce and Gorgias, and Zendesk is the most diverse when it comes to the type of users it can serve, it is not only e-commerce or only sales, it's everything!
What do you dislike about the product?
It would be good that the User notes in the Agent workspace are related to the domain of the user (the company domain) rather than a specific user from that company. We are B2B business and we deal with different users from the same company, so leaving a user note in a ticket, does not help us when some other user contacts us, we would need to input another same note to have consistency.
What problems is the product solving and how is that benefiting you?
We wanted to solve the response time, and SLA is helping us manage that and get on top of the priority tickets. This is beneficial to us as it improved the customer's satisfaction.
Chat issues
What do you like best about the product?
The response has been very quick and helpful.
I liked that they provided screenshots to make it more visual.
I liked that they provided screenshots to make it more visual.
What do you dislike about the product?
Actually nothing, the rep was friendly and knowledgeable
What problems is the product solving and how is that benefiting you?
It helps to get quick tech and ops support without having to send hundreds of emails.
Great software and support
What do you like best about the product?
I like the fact that I can easily see all tickets submitted by a user or org.
What do you dislike about the product?
I would like more control over the knowledge guide section as far as formatting the pages.
What problems is the product solving and how is that benefiting you?
Automation of reporting. I will not need to manually create weekly reports
Efficient and easy support
What do you like best about the product?
from the Automated responses that offered insightful tips to the prompt response time of the agent, my experience with Zendesk support was excellent!
What do you dislike about the product?
I have no negative feedback based on my experience
What problems is the product solving and how is that benefiting you?
Native Spell check within Zendesk. The answers on how to intigrate a extension spellcheck, like Grammerly, were great and very useful.
Zendesk makes Customer Service a walk in the park
What do you like best about the product?
The ability to manage and prioritise my customers tickets and the ease of use in managing it all. It makes customer conversations comfortable and natural.
What do you dislike about the product?
Because it is so open and free to use in its approach to access and functionality - it can cause new users to sometimes be inundated with so many options that it seems like a massive platform.
What problems is the product solving and how is that benefiting you?
Our Business to Customer interactions are faster and more efficient
Zendesk Experience
What do you like best about the product?
I love the user experience! Easy ways to create tickets, merge, and search.
What do you dislike about the product?
The chat box constantly pops up when I don't use it.
What problems is the product solving and how is that benefiting you?
It's able to keep our reported issues trackable.
showing 801 - 810