Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Zopim chat wasn't working
What do you like best about the product?
Really like the chat feature, we have it embedded in our app and web sites.
What do you dislike about the product?
It's a little complicated to setup, due to all the features that are available.
What problems is the product solving and how is that benefiting you?
It provides a means for our clients to get support by email or chat, and for us to track issues
Would Highly Recommend
What do you like best about the product?
The support is quick and responsive, and the helpdesk articles that they provide as well do a great job of clarifying things and assisting in reinforcing what the support agent is trying to explain.
What do you dislike about the product?
There is really only one complaint in regards to the support, and that's the response time from the support agent. The support time takes a little bit longer than you'd expect with a chat.
What problems is the product solving and how is that benefiting you?
I was unable to use my phone to make/receive phone calls and the Zendesk Support Agent was able to assist with that process and is benefitting now. Thankful for that!
Great platform
What do you like best about the product?
The ability to get granular with organizations' requirements
What do you dislike about the product?
Missing basic functionality. Nickel and dime
What problems is the product solving and how is that benefiting you?
Support customers
Best solution for our company
What do you like best about the product?
Zendesk is an amazing customer success software and we have used this tool for a complete 1 year.
It fully meets our needs.
We’re planning to extend Zendesk to all our customer service teams.
I loved Zendesk because of its features, all-in-one channel and thorough reports.
It fully meets our needs.
We’re planning to extend Zendesk to all our customer service teams.
I loved Zendesk because of its features, all-in-one channel and thorough reports.
What do you dislike about the product?
The price of an enterprise plan is expensive for us.
What problems is the product solving and how is that benefiting you?
The ticket management solution offered by Zendesk is excellent, and it supports omnichannel engagement with customers.
Thankful for Zendesk
What do you like best about the product?
Zendesk customer serivce (John) is so helpful. They will go the extra mile to hop on a zoom to go step by step with you through all issues. Our comsters are also extremely happy with the service we are able to provide.
What do you dislike about the product?
The set up could be easier. However, support does so a great job at walking you through the pain points of setting up your zendesk system. They also will help as time passes.
What problems is the product solving and how is that benefiting you?
Zendesk has elevated our customer service and all communication with our community. It also offers wonderful reporting that can be used to better our overall business.
Zendesk Review
What do you like best about the product?
The platform is easy to use and helps us in interacting members real-time
What do you dislike about the product?
The distribution of tickets. Like there's no system built in Zendesk to auto distribute the tickets.
What problems is the product solving and how is that benefiting you?
It's really helpful in the business since we used Zendesk before to interact with members especially in chats, and then we migrated to Gladly.
One of the easiest to set up and use support suites on the Market today
What do you like best about the product?
The breadth of contact/intergration types and the ease of settings those up is second to none. Having live US-based support at the ready for any bumps along the way is also a HUGE advantage over some competitors.
What do you dislike about the product?
The one complaint I have and it's a minor one is the clarity of setting up multiple support "queues" I dug around for a bit and ultimately put in a support request to help me. Within the 3 minutes I was waiting (honestly that response time surprised me on how quick it was) I was able to figure it out. It was so fast I didn't even have time to cancel my support request!
What problems is the product solving and how is that benefiting you?
It lets me set up and manage a very very lean it and customer service department allowing me to have visibility and accountability on support and helpdesk requests to both our locals (customers) and internal teammates.
User friendly.
What do you like best about the product?
I like the ease of use. Any time I need to implement a new function, there is always a support article that I can use to get it done.
What do you dislike about the product?
The maximum upload limit. I currently use sharefile to upload larger files and copy the link into zendesk. That functionality would really speed up the process.
What problems is the product solving and how is that benefiting you?
The ability to track the suggested repairs I make to customers and dealers. I can communicate with multiple customers simultaneously. As well as notifying engineering or other departments that need to be aware of the issue without starting multiple email chains.
Very solution oriented and extremely helpful
What do you like best about the product?
The support you can get, and it's very clear the staff understand the product, issues and a way to figure someting out.
What do you dislike about the product?
There are so many pages and links to solutions, consfusing to try and fix your self sometimes.
What problems is the product solving and how is that benefiting you?
Automations for data and statistics, helps for areas needed to trouble shoot. Ease of use from the agent side.
Rarely has downtime, highly customizable.
What do you like best about the product?
It's easy to navigate, to customize for your business needs from Email support to Phone and Chat Support. Anything and everything is right at your fingertips. Integration with other services is very handy.
What do you dislike about the product?
There are some business-wide rules that prevent companies from fully customizing based on different departments or teams forcing customers to adapt and find new ways of doing things.
What problems is the product solving and how is that benefiting you?
Customer support via Chat. Phones and Email as well as Slack integration to create tickets for our internal users handing our largest clients. We also use Explore for your reporting.
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