Zendesk Suite
ZendeskExternal reviews
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Zendesk Support
What do you like best about the product?
The ease of using a widget/chat function allowed me to continue to work, reply to questions, and come up with solutions rather quickly.
What do you dislike about the product?
There was nothing to dislike about the Support function; the only way I knew of the change was by sending an email, then I was directed to the widget/chat feature. Communicating the change would have been benefical.
What problems is the product solving and how is that benefiting you?
We had issues preventing our domain from forwarding emails into Zendesk and creating tickets. We solved the problem on our end and then reported it to Zendesk to ensure our outage did not cause our email addresses to be blacklisted.
Zendesk a great platform and easy to use. I have been using it for the last 4 years
What do you like best about the product?
Zendesk suite is so easily usable for all staff and an easy way to communicate to all customers
What do you dislike about the product?
Can be confusing at an admin level but their articles and help guides online have proven super usful.
What problems is the product solving and how is that benefiting you?
helping sort multiple business in one platform and helps us be more efficient daily with our busy workload
Easy and useful
What do you like best about the product?
Easy setup and layout. All functions are comfortable to use.
What do you dislike about the product?
Nothing to add here, we have not used It very long.
What problems is the product solving and how is that benefiting you?
We collect all customer problems now into one place and hope to get good overview on where we can develope our product
Quick and Efficient Experience
What do you like best about the product?
Zen Desk is the best way to support your users/clients/customers. Its so efficient and allows you to pull data and analytics from everywhere.
What do you dislike about the product?
Nothing so far, its been great. Its very user friendly and customizable.
What problems is the product solving and how is that benefiting you?
It is assisting us with helping our users solve issues that they are facing.
Balanced helpdesk platform with full of integration opportunities
What do you like best about the product?
Integration opportunities with JIRA, Exalate, webhooks, API and IAM roles/restrictions.
What do you dislike about the product?
There are some non-native features/limitations like JIRA-Zendesk integration (sync). There is an available add-on/plug-in but it is handled by a third party.
What problems is the product solving and how is that benefiting you?
Central communication between internal and external stakeholders and content management. Due to Zendesk, it's easier to curate content and respond to customers from all fronts.
Must have for startups
What do you like best about the product?
Zendesk was the only tool of it's kind that offered a generous six month trial to all of their products through their Startups program. I found Zendesk was an extensive and fully customisable customer support software, who offer a lot of support, training and offers to other useful programs - perfect for new businesses in the early stages of developing their customer service ability. I integrated Facebook, Instagram and Whatsapp with Zendesk and was able to offer an omni-channel support system with custom workflows, customer self-serve options and paths.
What do you dislike about the product?
The software can be difficult to navigate and customise, so it can take a while to familiarise yourself once up and running. The live chat widget has bot functionality, and it'd be amazing if there were preset template workflows to get started, as it takes a while to set your own up from scratch.
What problems is the product solving and how is that benefiting you?
I needed to be able to provide a support function to customers through a web chat, social media, emails & ticketing system which I was able to funnel seamlessly into one central hub.
Works well and has a lot of configurable features. There are a lot to discover in the product.
What do you like best about the product?
Having all support issues in the same place. Getting reminders of tickets that is still open.
What do you dislike about the product?
Sometimes hard to find settings in the admin management part
What problems is the product solving and how is that benefiting you?
Having a knowledgebase and to easly create new articles.
Great Support Staff!
What do you like best about the product?
Very easy to get in contact with their support team and are able to get any issues resolved quickly! That paired with their expanding Help Center make this platform very easy to use, and learn.
What do you dislike about the product?
For the Zendesk Support platform - as a user, I wish that the views are more customizable. I came from a company that used SalesForce before joining Zendesk and I wish that you would implement visual customizations (ex: Meter that shows what Stage a customer is in)
What problems is the product solving and how is that benefiting you?
I was not able to add a voicemail recording to a new agent profile in Admin Center or the Sell settings. I worked with an immediate support agent that was able to create a case with their specialized team - who reached out with the link I was looking for to upload the voice recording.
Zendesk Support Suite is a great tool for our current needs as a high growth startup
What do you like best about the product?
The level of customization available to allow us to tailor the Zendesk user experience to the needs of our services. As we a growing rapidly, the need for us to modify existing architecture in Zendesk is a constant. We appreciate how easily this is done once an environment is built.
What do you dislike about the product?
I wish that Zendesk had stronger materials that support onboarding and learning about new features available within the support suite. Onboarding and developing the environment for our specific use case could have been enhanced but a stronger onboarding support prescence
What problems is the product solving and how is that benefiting you?
Zendesk support Suite is helping us solve for having multiple agents making outreach calls at the same time, while being able to also handle incoming requests. Zendesk is helping us to properly respond to and prioritize these requests from our end users.
Prompt, accurate help, and a lovely platform
What do you like best about the product?
My favorite thing about Zendesk is the ability to set up macros that streamline our processes. Being able to have answers written out that efficiently answer user's questions really allows our Support Team to move quickly while also providing a great experience for our users.
What do you dislike about the product?
There isn't much I dislike about Zendesk, but one of the challenging bits is that we aren't able to grab information about a user's computer / web URL when they write in via the chat, meaning we have to have an additional email touch with them to gather that info.
What problems is the product solving and how is that benefiting you?
Zendesk solves a lot of our automation problems -- my company has a very small Support Team, which means every minute counts. Having triggers, automations, and macros set up means our team has to work less for each individual ticket.
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