Zendesk Suite
ZendeskExternal reviews
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Excellent customer service
What do you like best about the product?
Quality service, quick answer to my questions
What do you dislike about the product?
For now, nothing I dislike. Positive experience.
What problems is the product solving and how is that benefiting you?
I received all the help needed to set my account properly.
Trusted Servicing Platform
What do you like best about the product?
I like how tickets can be organized by creating separate queues. I also really like that the ticket will reopen if a response is received by an outside party responding to the side conversation email. I also love the ability to input templates by using macros already set up.
What do you dislike about the product?
I think Zendesk could be better with communicating to other systems outside of Zendesk from the ticket within Zendesk itself. Also remove the function that creates a separate ticket when making a call unless placing the call using the link above the notes section.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to keep a record of all correspondence with the customer and of actions taken when solving a service issue for that account. Also allows for other forms of communication such as email responses.
Fairly Quick - Good Intel
What do you like best about the product?
The chat from the app was easy to use and the follow up email allows me to continue on desktop
What do you dislike about the product?
The interface was fine, but the message of it may take 2 days to get a response was a tad disheartening.
What problems is the product solving and how is that benefiting you?
Help articles are decent for the quick questions. Don't have to use live support often but it went fairly well.
Zendesk is an easy system to use with advanced features to make the work simple.
What do you like best about the product?
I like all of the customizations and automation that I can create to make the job more streamlined and remove busy work.
What do you dislike about the product?
I wish there were more out of box things for closing pending tickets automatically or similar things.
Though my biggest pet peeve is how cluttered a ticket can get when the customer is responding back and forth and keeping parts of the previous conversation in the email. It can cause a support ticket thread to get massive quickly.
Though my biggest pet peeve is how cluttered a ticket can get when the customer is responding back and forth and keeping parts of the previous conversation in the email. It can cause a support ticket thread to get massive quickly.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of how to keep in contact with the customers and organize the issues they are having in a way that makes it easy to handle the problems as efficiently as possible
Zendesk Experience
What do you like best about the product?
It's easy to navigate and user-friendly. I find the submit options interesting as it allows you to choose whether to keep the ticket pending, on hold, open or even solve it.
What do you dislike about the product?
If you're a normal user like me without any admin power, I don't think the Reporting side will be very useful for you. I would appreciate it if it has more valuable information for someone like me in the company.
What problems is the product solving and how is that benefiting you?
Not necessarily problems, rather Zendesk helps our company to communicate with our clients more effectively. It also helps us to backtrack conversations from last year which I find great.
ZenDesk has helped us elevate our business with their amazing products and their customer support!
What do you like best about the product?
The support is readily available. It's easy to understand and use. The user experience has been nothing short of amazing! Haven't found another company like this!
What do you dislike about the product?
Zero complaints! Whenever an issue arises, their staff is readily available to assist. The ability to have phone or video support would make explaining issues easier.
What problems is the product solving and how is that benefiting you?
Before ZenDesk, it was hard to keep track of emails coming in from clients. Now, it's all in one place, easy to access and review any tickets that have been submitted.
Easy but powerful to use
What do you like best about the product?
The most useful feature of the Zendesk customer suite is that you can help customers in a couple of clicks and keys taps. This enables teams to seamlessly support customers.
The chat feature allows you to have real time conversations with customers
The help center you can customise branding and help docs
The phone feature is not used nuch in our use case but it is great to have the option to use it for higher level clients
The chat feature allows you to have real time conversations with customers
The help center you can customise branding and help docs
The phone feature is not used nuch in our use case but it is great to have the option to use it for higher level clients
What do you dislike about the product?
It can sometimes be a bit cluttered and hard to navigate and in my experience things break if you change a few basic settings like the subdomain of a help center can break your chat widget.
Help center theme's are expensive however you can use the default for free.
The spam filter is not great for SMS and chat options as it does not filter these.
It can sometimes be a bit cluttered and hard to navigate and in my experience things break if you change a few basic settings like the subdomain of a help center can break your chat widget.
I also believe the pricing for Zendesk is a little high
I would introduce a very basic free plan with just a chat and a help center to get people going
A startup program should also be introduced so startups can provide people quality support.
Help center theme's are expensive however you can use the default for free.
The spam filter is not great for SMS and chat options as it does not filter these.
It can sometimes be a bit cluttered and hard to navigate and in my experience things break if you change a few basic settings like the subdomain of a help center can break your chat widget.
I also believe the pricing for Zendesk is a little high
I would introduce a very basic free plan with just a chat and a help center to get people going
A startup program should also be introduced so startups can provide people quality support.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us support our customers without bots. They can review the help center and then if they want to speak to someone that can be done with Zendesk Chat or Phone
Best Tool to manage your customer service tickets
What do you like best about the product?
Automation you can build on zendesk, so the customer service process will be easy
What do you dislike about the product?
Classic design of the platform, and sometimes a lot of documentation to understand a subject
What problems is the product solving and how is that benefiting you?
Making the process automatic and forwarding all tickets to one place
Used Zendesk in multiple roles and love it
What do you like best about the product?
I love explore and the way you can report on everything. I use this to help our business grow.
What do you dislike about the product?
You can report on solved tickets but I would like to report on responses also to really manage performance.
What problems is the product solving and how is that benefiting you?
Streamlining customer communication
Excellent CRM program, the best!
What do you like best about the product?
Very easy to use, I tried so many CRM programs, and Zendesk, is very easy to use, and customer service is excellent
What do you dislike about the product?
I don't have any downsides at all. I like everything about the program
What problems is the product solving and how is that benefiting you?
I needed help. acheive my password, they were very quick and helpful
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