Zendesk Suite
ZendeskExternal reviews
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Customer service made easy
What do you like best about the product?
The ease of setting up the system, as well as adding enhancements and updates for our teams has been key to improving our customer service experience.
What do you dislike about the product?
The confusion around traditional chat vs messaging.
What problems is the product solving and how is that benefiting you?
Emails, chats, social media interactions.
My experience with Zendesk is it’s great, but actual support for their product needs work.
What do you like best about the product?
It's many integrations and ease of use. They have a huge community and a comprehensive knowledge base.
What do you dislike about the product?
I dislike how bad the support is for their own product. Every time I reach out to their support team it takes a year and a half to get an issue taken care of.
What problems is the product solving and how is that benefiting you?
Zendesk helps with with several things. I like their suite of products, so I don't have to switch between apps. I can create a contact in support and it'll show up in sell.
Zendesk allows clients to utilize AWS in all aspects of business.
What do you like best about the product?
Zendesk Support Suite is easy to deploy.
What do you dislike about the product?
Zendesk pricing not very transparent. Existing customer pricing varies from new customers.
What problems is the product solving and how is that benefiting you?
The support suite allows for conversations on all channels.
Zendesk support tools are great, the reports are not
What do you like best about the product?
I really love that we can interact with our customers via email, live chat, and phone all in one platform.
What do you dislike about the product?
The reports are not intuitive and the supports and resources provided are not as helpful as they could be. Our interaction data should be readily available without requiring a degree in data analysis.
What problems is the product solving and how is that benefiting you?
We have records of every interaction performed through the platform readily available. With this we can analyze the level of support our customers need and that our agents are providing. With this we have been able to create and update many of our support materials and have reported tons of valuable feedback.
Exactly what it seems
What do you like best about the product?
Zendesk Support is built with a specific intention and it does it well. I'm impressed with how it keeps up with industry best practices.
What do you dislike about the product?
I wish more reporting metrics were available to call from the APIs.
What problems is the product solving and how is that benefiting you?
It efficiently routes a customer ticket to an agent. The amount of clicks needed for an agent to work a ticket is minimal
Love the opts and customizations available
What do you like best about the product?
Zendesk allowed us to create an omnichannel environment for our customer service team, where on-house and 3rd party agents can work together to improve the customer experience.
What do you dislike about the product?
I do wish the reporting options are improved shortly. I need to be able to pull more data on agents' status and time utilization.
I am also looking forward to the customizable agent view, which is part of the flexibility that I've hoping for with Zendesk.
I am also looking forward to the customizable agent view, which is part of the flexibility that I've hoping for with Zendesk.
What problems is the product solving and how is that benefiting you?
It allows us to build a better customer profile based on their type of inquiries, and we are able to have all their interactions handy to optimize the resolution time.
Zendesk Service Suite looks amazing!
What do you like best about the product?
The data protection package is very important to us.
What do you dislike about the product?
There's really no downside. The only thing is that there's a lot of new stuff to learn.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite would make my job a lot easier.
Efficient, fast and codeless
What do you like best about the product?
One of the things I like the most is seeing how the Zendesk team is constantly working on improving the tool always focused on what the client wants and what the companies need.
What do you dislike about the product?
The only thing that gives me a bit of work and I wouldn't say I like it very much is the issue of Front-end design and customization since out of the box there are not many options. It is where more effort will be needed when more initial options could be brought out of the box.
What problems is the product solving and how is that benefiting you?
We had multiple tools in the different channels available, making customer service difficult in addition to having information silos. Zendesk allowed us to have an omnichannel tool, having a better experience for our users and agents to solve our clients. In addition to breaking down information silos to have reliable real-time data.
Experience with zendesk
What do you like best about the product?
It is very easy to build triggers and automations that allows yourself to set rules needed for your team, without the need to require development.
What do you dislike about the product?
The limitation for multi brands, end users are identified just by email instead of being identified by an external user id
What problems is the product solving and how is that benefiting you?
Allowing agents to support customers within the same tool insteas of switching between one or another tool.
Streamlined Support; Room for Further Improvement
What do you like best about the product?
App Builder capabilities and inference skills
What do you dislike about the product?
Collapsible messages in Zendesk Support
What problems is the product solving and how is that benefiting you?
Email collaboration and ticket routing across internal teams
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