Zendesk Suite
ZendeskExternal reviews
6,660 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Most user friendly support tool I've ever used.
What do you like best about the product?
The UI / UX of Zendesk is probably what I like the most about it.
What do you dislike about the product?
I cannot think of any issues with Zendesk as such, the only feedback I have is that there could be more customization options for each user.
What problems is the product solving and how is that benefiting you?
We primarily used Zendesk Support Suite for effectively managing support tickets. It has a very robust platform to work on support tickets.
Recommendations to others considering the product:
I would recommend Zendesk if you're looking for a support management tool.
Easy to use
What do you like best about the product?
Customizations in ticketing and Guide.
Online documentation.
Responsiveness of Support.
Online documentation.
Responsiveness of Support.
What do you dislike about the product?
Integrations do not manage multiple instances.
Multibranding does not support multiple authentication tool instances.
Multibranding does not support multiple authentication tool instances.
What problems is the product solving and how is that benefiting you?
Tickets and Knowledge base management, reporting, automations.
Perfect Solution
What do you like best about the product?
Automation of tasks and management of projects makes organizing daily todos easy. Being able to assign tasks to team members is crucial for us, and makes our workflow 10x better.
What do you dislike about the product?
There are a few limitations like statuses that would be great to be able to edit and customize. Adding the ability to add and edit statuses would bring this product to the next level.
What problems is the product solving and how is that benefiting you?
Organization of tasks, and management of inbound requests. This allows us to track, assign, and complete tasks in an organized and precise way to ensure nothing falls between the cracks.
Great support platform !
What do you like best about the product?
I haven’t been working with Zendesk for a few months now, and I miss it. It’s a great platform and very easy to use.
What do you dislike about the product?
I don’t have any other points to add. Zendesk is already very comprehensive.
What problems is the product solving and how is that benefiting you?
This has helped us to give much better service to our customers. We can respond quickly due to macros and automations. Also, it is easy to implement once the basic knowledge is acquired.
Great product.
What do you like best about the product?
It's fast and reliable, I do feel it has more resourceful support agents and make thing flow faster. Love the facility that it takes to ask for a request. Great product.
What do you dislike about the product?
I dislike that there are no call features. I do love to have a human conversation to describe the problem faster and it should take some efforts from the agent as well.
What problems is the product solving and how is that benefiting you?
I had an API issue with reporting. Spam attack that was slowing me down. It was super streamlined and they provided a great resolution to the problem I was having.
Zendesk is a solid CRM for any size business
What do you like best about the product?
Customizable and dynamic, you're able to bridge together several teams or business units to work together in an effective way. We've been able to set up multiple integrations with other tools using webhooks and other native integrations to help make actionable triggers that save us time and process effort. Reporting is very powerful.
What do you dislike about the product?
Unable to configure CSAT surveys beyond a basic thumbs up, thumbs down, comment. We also wish that you could do things like automating Ticket updates (public replies) and the Explore platform is powerful, but also quite tricky. It took us several years to get a reliable and solid dashboard - but now that it's set up it makes out business run.
What problems is the product solving and how is that benefiting you?
We use Zendesk support suite to support our customers from end to end, onboarding to break/fix. We've grown from 1 support person to over 35 worldwide and Zendesk was able to scale with us.
Zendesk Support Suite
What do you like best about the product?
We ultimately choose Zensesk as our CRM because everything is integrated in one place - chat, email and phone. It really creates a great agent experience which in turn creates an even better customer experience.
What do you dislike about the product?
We are a small organization and don't have the staffing to hire a developer, so learning some of the complexities with Zendesk can be challenging as we scale.
What problems is the product solving and how is that benefiting you?
Our last CRM was more segmented and disjointed and Zendesk was easy to deploy and get up and running quickly.
Zendesk is so powerful and useful to use
What do you like best about the product?
Integration automations and capabilities with other apps.
What do you dislike about the product?
Some configurations are still not ready.
What problems is the product solving and how is that benefiting you?
It´s helping us with customer succes. It's the best tool for our agents
showing 1,051 - 1,060