Zendesk Suite
ZendeskExternal reviews
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Customer experience like going to the DMV, and no worthwhile end-user features added for 6 years.
What do you like best about the product?
If you're already using Zendesk then I guess it's easier to just stick with it. No good reason to start using Zendesk, in hindsight.
Triggers and Automations work pretty well, though.
Triggers and Automations work pretty well, though.
What do you dislike about the product?
Our account manager doesn't seem to care about our needs and concerns. Neither did our previous one, so it seems like a recurring theme since a few years. Multiple week-long delays in replies are common.
The platform itself is a dinosaur, in terms of the core product (Zendesk Support), nothing worthwhile has changed since we joined in 2016. Aside from their "Answer Bot" which is arguably useless.
The platform itself is a dinosaur, in terms of the core product (Zendesk Support), nothing worthwhile has changed since we joined in 2016. Aside from their "Answer Bot" which is arguably useless.
What problems is the product solving and how is that benefiting you?
It allows us to reply to tickets, and is mostly easy to set up.
The analytics are actually good, and allow us to find answers to complex questions using custom queries (this is an extra paid feature).
The analytics are actually good, and allow us to find answers to complex questions using custom queries (this is an extra paid feature).
quick and efficient
What do you like best about the product?
Was quick and easy to use, the email notification when I got every reply was also very helpful
What do you dislike about the product?
Maybe too many notification, even before I got a reply I received 3 emails related to the support I was looking for, I think 1 was enough
What problems is the product solving and how is that benefiting you?
I wasn't aware about the fact I didn't have the right permissions to view the tickets correctly, now I know :)
Great platform with excellent customer support
What do you like best about the product?
The ease in which you can contact a team member to help you understand and troubleshoot the platform is top notch. It's helped organize our customer support experience and provide a more personal and efficient approach.
What do you dislike about the product?
Chat disconnects relatively often and lags at times. The "uh oh" sound is quite abrasive. I wish there were more email formatting options - it is minimal and could be updated.
What problems is the product solving and how is that benefiting you?
Zendesk allows us the ability to analyze our customer support efficiency in a way that we were not able to before. This has allowed us to better understand when agents are needed and when we can scale back/ better assist our customers.
Zendesk is amazing and very usefull
What do you like best about the product?
One of the things I love most about Zendesk is how easy it is to use it with our customers.
In addition, I really like the numerous tools that I have available to help in my day to day life.
In addition, I really like the numerous tools that I have available to help in my day to day life.
What do you dislike about the product?
One of the things I don't like about Zendesk, first of all, is the process charged in the most complete version, because for us Brazilians paying in dollars is more difficult.
Also, sometimes it's hard to find exactly what I need in all the tools
Also, sometimes it's hard to find exactly what I need in all the tools
What problems is the product solving and how is that benefiting you?
Zendesk has helped the organization I'm part of in managing communication.
The main problem we had is the loss of information and contacts with customers. Now this has been easier
The main problem we had is the loss of information and contacts with customers. Now this has been easier
Living fast responses
What do you like best about the product?
Quick response, productive in providing links to alternative options.
What do you dislike about the product?
It is not easy to find the support channels for the first time
What problems is the product solving and how is that benefiting you?
None really
Solid tool to support a large user base
What do you like best about the product?
I love that Zendesk has a ton of resources available that allows me to build flows, reports and so much more.
What do you dislike about the product?
I wish the chatbot had more features and a better UI
What problems is the product solving and how is that benefiting you?
We are handling all customer support inquiries with Zendesk and are using multiple channels to provide a great experience to our members
Amazing experience with Zendesk
What do you like best about the product?
I really like how easy it is to solve problems, especially problems with the company's customers.
One of the most positive points I point out is the organization it provides. Its layout is amazing and easy to use.
One of the most positive points I point out is the organization it provides. Its layout is amazing and easy to use.
What do you dislike about the product?
In fact, there isn't exactly something I don't like about Zendesk, of course, it's not perfect and still needs a lot of tweaking. But overall, it's ok.
The only thing I could say that I don't "like" is the difficulty of finding some tools
The only thing I could say that I don't "like" is the difficulty of finding some tools
What problems is the product solving and how is that benefiting you?
Zendesk is solving many problems for our company, especially the problem we have with communicating with customers.
The benefit we get is from the positive feedback and our happy customers.
The benefit we get is from the positive feedback and our happy customers.
Zendesk Review
What do you like best about the product?
It helps to manage the quires and resolve them in a more efficient way. Zendesk helps me to follow up with the internal team to resolve the issue. It also helps to backtrack and keep all the previous records of the solved/closed tickets data.
What do you dislike about the product?
In Zendesk if the ticket is open for a long time and there are a lot of internal notes that time the Zendesk application gets frozen. So I think it should be improved.
What problems is the product solving and how is that benefiting you?
The Zendesk Support Suite helps me to manage tasks at the individual level. It also helps to followup with my internal team with the help of the child ticket feature.
Great Service for Startup
What do you like best about the product?
Is assists our agents in all channels, answering all customer inquiries on time.
What do you dislike about the product?
Still developing some features and integrations.
What problems is the product solving and how is that benefiting you?
Our CRM primarily
Support dealing with AI third part
What do you like best about the product?
Every now and then we need help to deal with out third part AI automation and Zensdesk provides us great support in dealing with this integration ensuring the chatbot and ticket automation are well synchronized. In the beginning, when we were doing the setups we had a lot of setbacks regarding triggers and chat routing but they always managed to give us clear and helpful guidance.
What do you dislike about the product?
In the past, I've had a few chats and had the feeling that some agents weren't prepared to answer my questions. However, the last 3 times I've contacted support I've had a great experience and I've been very pleased with the quality and support I've received. I had the impression that agents are better prepared to help customers now.
What problems is the product solving and how is that benefiting you?
There are many different issues but I most contacted Zendesk regarding triggers, AI automation and ticket views.
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