Zendesk Suite
ZendeskExternal reviews
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Overall Experience With Zendesk
What do you like best about the product?
Zendesk support suite has a remarkable interface
What do you dislike about the product?
None so far. everything is good. It is easy to use as well
What problems is the product solving and how is that benefiting you?
Zendesk is easy to use and so far, i did not encounter any issues using it.
Service was prompt and excellent!
What do you like best about the product?
Zendesk support suite helps my team and I keep our tickets organized, and customers happy! It also allows me to pull data for intraday, leading to more efficient scheduling and an overall great customer and agent experience!
What do you dislike about the product?
Building recipes can sometimes prove to be difficult, however I am getting used to it, and the Zendesk training has been a big help! I do not have much negative feedback! Maybe just keep the articles updated.
What problems is the product solving and how is that benefiting you?
Zendesk support helps me analyze intraday data and helps me solve staffing gaps. It also helps us communicate with our customers in a timely manner.
Recommendations to others considering the product:
It's a great tool if you know how to use it. Don't be afraid to ask questions... support is very helpful!
Zendesk Suite Has Been Perfect For Scaling Our Support Needs
What do you like best about the product?
Zendesk Suite has many tools that can help my team as we continue to scale our operations. Prior to Zendesk, our team did not have any customer service software in place and Zendesk provides even small teams the resources that can help them with automation and growth. Over time we have utilized more and more of the tools that Zendesk uses and have continue to integrate these tools to create a more sophisticated support environment for our customers.
What do you dislike about the product?
I think that there are very few downsides, and the software platform is pretty straightforward. I do think that for the standard user, the integrations and setup of some of the more sophisticated automation tools can prove a bit challenging. There is certainly a learning curve for setting up things like bots, macros and flows. There is also a payoff. Stoll sometimes I think the user interface on the backend admin could use a little more work to make connections a bit more intuitive.
What problems is the product solving and how is that benefiting you?
We launched several new products in the last couple of years. Zendesk has helped us with all the heavy lifting and integrations needed to bring quality customer support to our audience. We are often limited on the development side and so Zendesk's self-build features and easy to use integrations are great for my team to avoid using resources from other teams. The help center we have been able to create has been game-changing and our interface with our audience has never been better at this stage.
Recommendations to others considering the product:
This product is great and in my opinion one of the best on the market. They have tools for all stages of your business as you scale and the product is affordable. It can be a time investment to build out the infrastructure, but the rewards that you receive as a part of that down the line is definitely worth it.
Great Support, Documentation, Product
What do you like best about the product?
Easy to use, easy to find information when needed, the support team is responsive and so helpful! Guide is a great product to create a customer facing help center on your own.
What do you dislike about the product?
Set up was on our own, could have offered an optional onboarding call to assist.
What problems is the product solving and how is that benefiting you?
Easy multi-channel way for customers to contact us and us to easily tag, track, respond using queues and rules. This helps us be more automated and productive helping us meet our customers needs easier.
Recommendations to others considering the product:
Proven solution with self-serve documentation and support team to back it. Easy to setup, configure, use, train others.
Great mix of features, customizable
What do you like best about the product?
I like that I can create many triggers and workflows to meet our business needs. I can be alerted to problem tickets and help keep my agents on top of their tickets.
What do you dislike about the product?
I dislike not being able to make changes to my field values without destroying my existing data. I also do not like that the built in csat surey is not customizable.
What problems is the product solving and how is that benefiting you?
We used to work out of a shared mailbox and employed a team member or temp to help organize the emails. Zendesk does that natively and automatically. Its been a huge time saver.
Since support is really helping in case of emergency I would really recommend.
What do you like best about the product?
The upside is they will contiune answering you tickets till they solve you problem. Further more the suite is very complete and good api.
What do you dislike about the product?
That I had to push to not forget my case. I had to wait 1 month till I was helped.
What problems is the product solving and how is that benefiting you?
Zendesk is combining all channels I have and anwsers automatically
Recommendations to others considering the product:
Just be sure to check the help guides
Another example of great customer service from Zendesk
What do you like best about the product?
I had an issue with one of my agents email settings and was unable to resolve it by going through my troubleshooting procedure. I went on chat and an agent called Maude was able to resolve the issue within 24hrs
What do you dislike about the product?
Nothing, I love the product, I would highly recommend Zendesk
What problems is the product solving and how is that benefiting you?
The easy of use for my agents and customers, mean the Zendesk experience makes the journey better for both agents and customers.
Recommendations to others considering the product:
I highly recommend using Zendesk for any customer contact centre.
Dependable and professional.
What do you like best about the product?
I like the professionalism and efficiency of each of your team members. They speak to me as if I am their friend and take my issues seriously, all while being professional and corteous.
What do you dislike about the product?
Nothing. I wish you had a picture of the team members on the chat - I like to connect faces to names and to know that there is a real person behind the screen.
What problems is the product solving and how is that benefiting you?
Overall, I think Zendesk support is helping us being more efficient with how we handle tickets, which obviously makes for a better customer service and happier customers!
We can communicate internally about issues that we do not know how to solve right away, and have one centralized place from which we can handle IT support, complaints, PR etc.
We can communicate internally about issues that we do not know how to solve right away, and have one centralized place from which we can handle IT support, complaints, PR etc.
Zendesk allows me to support our customers through multiple channels so easily.
What do you like best about the product?
The user interface is straight forward and disguises what is a very powerful product underneath. Compared to other Support softwares the customisation options are second to none. Their own support team is always quick to respond and happy to help out when you need.
What do you dislike about the product?
If you are tyring any trickier integrations through the API the support from the Zendesk team can be lacking and you may need to rely on your own developers tofigure some answers out on their own
What problems is the product solving and how is that benefiting you?
Building out a strong Help Centre of learning resources and feature requests for our users to self serve and find out how to use Gravity Sketch themselves
Customer support is really quick and hands on.
What do you like best about the product?
It helps to improve experience with customers. I love how easy it is to navigate the system as well
What do you dislike about the product?
No issues with zendesk so far- talk feature not available if not team lead or admin
What problems is the product solving and how is that benefiting you?
Issues with talk access
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