Zendesk Suite
ZendeskExternal reviews
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Powerful Features to Grow Into
What do you like best about the product?
Our startup is quickly growing, and Zendesk offers native integrations with our entire tech stack, from Segment to Chameleon. Zendesk works across all our channels, and its focus on just customer support (ie it doesn't try to be an email platform too) makes us feel confident that we can scale with it, without the pains of being locked into an all-in-one platform.
What do you dislike about the product?
Live chat feature isn't as clean or slick as other providers, but we've been seeing most of our tickets come in out of hours anyway
What problems is the product solving and how is that benefiting you?
We needed a way to triage and manage customer support requests all in one place, and ZD is the best in its class for that, without the bloat of an all-in-one solution.
Integrating with HubSpot
What do you like best about the product?
Support team will communicate by the chat window or email. adds convenience
What do you dislike about the product?
Would help if Zendesk Support was more knowledgeable about 3rd party API's. They're promoted on the Zendesk site but reply is often "Contact the 3rd party"
What problems is the product solving and how is that benefiting you?
Integrating with HubSpot
The best tool for automating and scaling support
What do you like best about the product?
Well-built API along with the ability to build in customs objects, to further enhance what our triggers and automation can do. The Dev team is constantly pushing the boundaries in working with other top-tier SAAS apps (zoom,slack).
What do you dislike about the product?
Slow support messaging times. Zendesk is easy to start but when you need help it can take a while to hear back from support.
Zendesk is not focusing on its Guide and Gather products right now. If you need a top-notch community with modern features then find a team that can integrate.
Zendesk is not focusing on its Guide and Gather products right now. If you need a top-notch community with modern features then find a team that can integrate.
What problems is the product solving and how is that benefiting you?
Conversational support is the next step in modern 21st-century support. Being able to work with customers on any channel they want is a must-have to keep engagement high.
I have a small online software company working with Zendesk for years
What do you like best about the product?
Automation and the different communication channels.
What do you dislike about the product?
Challenging to understand what is included in our subscription
What problems is the product solving and how is that benefiting you?
One place for all our support tickets from all different channels
The experience was good
What do you like best about the product?
The best aspect of the Zendesk Support Suite is the multiple channels through which you can gain support.
What do you dislike about the product?
The lack of options to call and speak to support
What problems is the product solving and how is that benefiting you?
Its supporting our growing customer base
Very easy to use. Userfriendly
What do you like best about the product?
Most likely think is the Zendesk support team. They are very supportive. Answering and helping very faster.
What do you dislike about the product?
To be honest I like the all points of Zendesk. Of course, there is some system glitching but it is natural.
What problems is the product solving and how is that benefiting you?
I am not a very professional Zendesk user. When I am asking to solve an issue they are solving it, and at the same time, they are teaching me.
happy
What do you like best about the product?
im a big fan of the use of use, the training resources provided and the ability to build yourself. I like the multi channel approach, and love the ability to customise the help centre
What do you dislike about the product?
some of the help desk articles are out of date and confusing. the chat bot is not good enough, this is big gap that zendesk needs to prioritise. A conversational, AI driven chatbot would complete the offreing
What problems is the product solving and how is that benefiting you?
triaging queries and allowing users to self serve via the chat widget and help centre reduces traffic, allowing the team to focus on more complex issues. Multi chanels give usres lots of options
Convenient support
What do you like best about the product?
I like that the Zendesk chat support allowed you to continue the conversation at your own pace without having to worry about it timing out and needing to start over.
What do you dislike about the product?
I do wish there was a better way to escalate support in situations like I experienced where I was unable to connect with leads for most of the day, until I got the issue resolved.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has helped me solve various day to day issues I run into while working as an Enrollment Specialist. Most recently they helped me with making and receiving calls from leads.
Best functionality and user experience
What do you like best about the product?
The user interface for agents is easy to navigate, and it is easy to get the most important views on your tickets. In addition,the Help Center provides a value-add for end users that makes agents' life easier. i started out with a competing product that was much less expensive, but it lacked these advantages.
What do you dislike about the product?
There isn't anything I dislike. It looks like you want me to say more on this topic, but I am wracking my brain, and i can't really think of anything. This excessive use of words is my first 'dislike' experience.
What problems is the product solving and how is that benefiting you?
I provide outsourced HR services to my clients, so my end users are their employees. Zendesk enables me to provide responsive and consistent service, and insights into trends.
Pretty solid support software
What do you like best about the product?
Zendesk is easy to use and easy to administer.
What do you dislike about the product?
At this time a few random issues where accounts lose permissions. Easily resolved though.
What problems is the product solving and how is that benefiting you?
It gives us a tool to manage our customers issues and visibility for all agents to see the issues and collaborate.
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