Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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It was very friendly and easy to access and have 24/7 support
What do you like best about the product?
Easy access and simple to install , best service is provided with capable staff to help the user in time . Feel like well on hands experience before.
Ability to provide as much customization as particular business units require to meet their specific needs2. Ability to develop macros and automation to save agent time and allow consistent responses in multiple languages 3. The ease of integrating third-party systems and enriching submitted data in cases in order
Ability to provide as much customization as particular business units require to meet their specific needs2. Ability to develop macros and automation to save agent time and allow consistent responses in multiple languages 3. The ease of integrating third-party systems and enriching submitted data in cases in order
What do you dislike about the product?
case management system is done poorly. You cannot update a ticket once it is past the 30 days, which results in potential incorrect data.
It doesnt have AI capabilities as been introduced recently in some solutions but doesnt really harm the experience.
This Tool does not offer the ability to generate mass emails to create campaigns this we have to do through another platform.
It doesnt have AI capabilities as been introduced recently in some solutions but doesnt really harm the experience.
This Tool does not offer the ability to generate mass emails to create campaigns this we have to do through another platform.
What problems is the product solving and how is that benefiting you?
Still not i was good about the support, have yo check again in the sense of finding faults, and let you know in some away if i find, i wish i could not find anything as i belive in service and performance
Quick Resolution to what I thought was a confusing problem
What do you like best about the product?
The problem was immediately understood and addressed. I didn't have to waste any time explaining the issue I was facing, it was just immediately understood and the support agent went to work to help resolve it.
What do you dislike about the product?
Nothing to dislike from the support perspective. The UI is a little clunky for the workflow we were running into though. We get CC'd a lot in emails between multiple businesses, and when we respond to those emails while in CC it creates an email loop with suspended tickets. To combat that now our agents must continuously remove ourselves from CC on the email and it could frustrate the end-user because their email experience is different from our own.
What problems is the product solving and how is that benefiting you?
We get CC'd a lot in emails between multiple businesses, and when we respond to those emails while in CC it creates an email loop with suspended tickets. To combat that now our agents must continuously remove ourselves from CC on the email and it could frustrate the end-user because their email experience is different from our own. The workaround ZD gave us works for now, but it would be nice for a long-term solution to how the CC email loop is handled to be released.
Recommendations to others considering the product:
If you have a customer support team that needs robust tools Zendesk is a perfect solution .
Great platform
What do you like best about the product?
Platform works well and is feature-packed
What do you dislike about the product?
Support could be more responsive and timely
What problems is the product solving and how is that benefiting you?
Supporting internal ticket flow
Comprehensive learning platform
What do you like best about the product?
All the answers to my questions are in one place thanks to Zendesk support suite. Answers are easy to find and I love the ZD integration of our company's support suite articles
What do you dislike about the product?
It was easy to go down the figurative rabbit hole in Zendesk support suite because there are articles and trainings not only for my role (support) but for admins as well. After a couple of training videos I realized these were not applicable to my role. However, it was not a waste of time as this was nice to obtain a high-level view of the platform
What problems is the product solving and how is that benefiting you?
So far Zendesk support suit has helped me answer the "basic" questions I have that way I didn't need to ask my colleagues or supervisors. It was satisfying to be able to find the answers to questions on my own thanks to Zendesk's comprehensive articles and trainings
Recommendations to others considering the product:
Zendesk is worth it! Onboarding has been so simple and straightforward thanks to this platform
User friendly, intuitive
What do you like best about the product?
Features are well thought out and are easy to use. It is straightforward to adapt to all kinds of companies' needs that will provide very good customer service.
What do you dislike about the product?
The way to add features seems very complicated. It feels like you need a coding class to comprehend how to add certain features. Maybe offer a live assist to your customers so they can immediately find a way to resolve their issues at hand.
What problems is the product solving and how is that benefiting you?
I was about to resolve an issue with the configuration of the software. The representative did a throughout follow up. Making sure everything was ok. Which I very much appreciated
Excellent support and product
What do you like best about the product?
Complete package for my support center.....
What do you dislike about the product?
Phone number is a key index field.......
What problems is the product solving and how is that benefiting you?
Tracking of phone, chat and email tickets all in one place. The credit card redaction is great for compliance. The interface to Jira makes for seamless integration.
Zendesk helps us provide exceptional B2B customer satisfaction
What do you like best about the product?
Best part about Zendesk is automation rules and triggers that helped me organize B2B customer success team. We are supporting clients, helping with onboarding on our platform and tracking bugs and issues.
What do you dislike about the product?
I did not like transition to Zendesk Explore from the old reporting system. I had to re-create big number of custom reports as there was no migration supported when systems were changed.
What problems is the product solving and how is that benefiting you?
We are supporting clients, helping with onboarding on our platform and tracking bugs and issues. Due to automation rules, we are managing to provide support to big number of clients with a very small CS team.
Support Response Time Improved
What do you like best about the product?
Zendesk Support Suite is extremely user-friendly, which is the biggest plus for me. I like that tickets are archived and are easily searchable. I also like that the forwarding from the inbox feature eliminates most spam. Zendesk does not have many server errors, and the customer service team responds quickly.
What do you dislike about the product?
One downside is that the CC feature does not always work well as it can cause some responses to come in as internal notes. Also, on occasion, our responses to clients are not always received as the tickets get stuck in their spam filters or are easily overlooked - this is more on the user we are communicating with, though.
What problems is the product solving and how is that benefiting you?
Using Zendesk for our support needs versus a support inbox has improved our response times, and our customer experience. Additionally, our support team has had time freed up since managing support inquiries through Zendesk has increased efficiency.
Recommendations to others considering the product:
Zendesk has improved our response times, efficiency, and overall customer experience. Our support team has more time to focus on providing quality support, solve problems, work on projects, and collaborate with team members.
Easy to use system
What do you like best about the product?
There is a plethora of options and settings to set up Zen Desk to meet your needs. There is a lot of support and information available to get things up and running.
What do you dislike about the product?
Because of all of the options, it is a little difficult to really get things up and running. We have a very small company and customer base at the moment but want all of the options for the Professional Suite package, so we are having to sort through a lot of options and settings that just don't apply to us right now.
What problems is the product solving and how is that benefiting you?
We need to be able to quickly and easily respond to our customer's questions and problems and escalate them to other department members when needed. Zen Desk allows us to have everything on one platform.
Friendly & helpful support when my account crashed at a critical time.
What do you like best about the product?
The instant messaging component was easy to use & made it feasible to get a person to help right away. The person I had, Mike dela Rosa, was super friendly & asked various pertinent questions that helped narrow down the cause of the issue I was experiencing. :)
What do you dislike about the product?
Honestly, this was one of the better experiences I have had with any online support. If I had to give any critique, I'd say to allow the chat bubble at the bottom of the screen to remain after refreshing the page or logging back in, especially if there is an active conversation going. Or if a message comes through, to have a little chime or notification pop up.
What problems is the product solving and how is that benefiting you?
Zendesk Support is solving issues with efficiency by not requesting that a ticket be submitted in order to receive help & by not having long turnaround times as they are actively investigating the issues alongside you.
Recommendations to others considering the product:
Use the live chat if able - definitely a real person instead of a bot, making the process smoother & able to be resolved more quickly.
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