Zendesk Suite
ZendeskExternal reviews
6,764 reviews
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Efficient Automation, Needs Better Telephony
What do you like best about the product?
I appreciate how Zendesk for Customer Service helps in managing transactions and assists with payment confirmations effectively. I also find it useful for closing up any ongoing transactions. The triggers and automations are particularly valuable as they allow us to regularly keep our customers updated while we handle background tasks during transactions.
What do you dislike about the product?
I would say that our phone system that we currently use through Zendesk could be improved. It took us about two hundred and eighty hours to set up everything when we initially did.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to manage quote forms, phone calls, and text messages to move material. Triggers and automations help keep customers updated during transactions, enhancing communication and efficiency.
Seamless Integration That Just Works
What do you like best about the product?
Integration with our other systems. AI capability for end users and the ability to review what type of issues are being received.
What do you dislike about the product?
The clear understanding of what changes effect the downstream.
What problems is the product solving and how is that benefiting you?
The reason our customers are contacting us and enabling us to better serve them.
Automates Customer Service, Needs Better Setup Support
What do you like best about the product?
I like the ability of Zendesk for Customer Service to offset interactions with our human staff by automating many tasks, which helps us resolve issues more promptly.
What do you dislike about the product?
I found the setup of Zendesk for Customer Service a little complex for the team initially doing this. Also, having more support from their staff would help us set up properly and ensure we're using it to its fullest potential.
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to resolve issues with agents seeking support, tools, or handling disputes. It automates many interactions, allowing us to resolve issues more quickly.
Easy to Use and Highly Scalable
What do you like best about the product?
Ease of use and scalability. It makes it easier for agents and customers to interact, which helps conversations feel smoother and more straightforward.
What do you dislike about the product?
The analytics aren’t that great, and they’re difficult to customize.
What problems is the product solving and how is that benefiting you?
Analytics have continued to be a pain, but they’re working with additional copilots to improve things.
If you want some Zen in your life...use ZENDESK
What do you like best about the product?
We love using Zendesk for our staff and student support. The ease of use is wonderful and our agents and end-users have no trouble navigating the UI.
What do you dislike about the product?
Nothing! We love our Zendesk platform! I only wish we had the money to upgrade to the Enterprise level!! :)
What problems is the product solving and how is that benefiting you?
It enables our staff and students to get the help they need ASAP!
Invaluable Daily Workflow Tool with an Intuitive, Thoughtfully Designed Interface
What do you like best about the product?
Zendesk has become invaluable to my day-to-day workflow. The interface feels thoughtfully designed, and its features are fairly easy to understand, even for users who are new to the platform.
What do you dislike about the product?
I’d have to say my main issue is that I can’t merge tickets without manually clicking the option about whether the requester is notified. I never want the requester to be notified when a ticket is merged. That option should be unchecked by default, and only checked if you actually want to notify the user.
What problems is the product solving and how is that benefiting you?
It helps me efficiently manage our inbound ticket requests.
Robust Omnichannel Capabilities with Impressive AI Advancements
What do you like best about the product?
The robust suite of capabilities and the broad number of channels it supports. Most recently the ai advancements.
What do you dislike about the product?
The migration to contact center was pretty rough even with help of a professional services partner.
What problems is the product solving and how is that benefiting you?
Users reaching out about healthcare related inquiries
Intuitive Tool with Excellent Customer Service
What do you like best about the product?
The tool is intuitive, and the customer service is excellent.
What do you dislike about the product?
The tool is intuitive, and the customer service is excellent.
What problems is the product solving and how is that benefiting you?
The tool is intuitive, and the customer service is excellent.
Outstanding Support Experience
What do you like best about the product?
The support the staff provides makes me feel valued and important.
What do you dislike about the product?
The new options would make me consider switching away from Salesforce.
What problems is the product solving and how is that benefiting you?
I reduced my human calls
Intuitive UI with Scalable Support, Needs Community Improvement
What do you like best about the product?
I like that Zendesk for Customer Service has a great UI that is extremely intuitive and powerful. I also appreciate that the platform is focused solely on support and built from the ground up for this purpose. It's also great how customizable the help center is. Additionally, Zendesk allows us to keep our support team small and mighty while still scaling support operations effectively. The initial setup was very easy too. And the Zendesk account team is amazing.
What do you dislike about the product?
The community, Zendesk Gather, is very basic. We had to move to Gainsight's community for the functionality we needed including badging, leaderboards and metrics.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps us scale support operations and allows us to keep our support team small and mighty.
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