Zendesk Suite
ZendeskExternal reviews
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Very helpful
What do you like best about the product?
It was very easy to get connected with someone who was able to answer my questions efficiently
What do you dislike about the product?
The time in between responses was a little slow, but I get sometimes that happens.
What problems is the product solving and how is that benefiting you?
I couldn't figure out why I couldn't use the talk feature, but it was a very easy fix so i got right back on track.
There's a Reason Everyone is Using ZenDesk
What do you like best about the product?
Extremely robust suite of features and customisations
What do you dislike about the product?
Sometimes it takes a long time to understand how a feature works in order to use it well. The CSAT email is also minimally customisable.
What problems is the product solving and how is that benefiting you?
Bringing all of our contact into one platform with endless options to channel particular contact to particular agents to meet department targets
A pleasant experience with Mary at Zendesk
What do you like best about the product?
Fast support and friendly customer service
What do you dislike about the product?
The chat window that zendesk support has is very small. I would like to bring it to a new tab or maximize it
What problems is the product solving and how is that benefiting you?
It is solving my lack of attention to detail and poor eyesight
All in one customer service product - The Zendesk Suite covers it all...
What do you like best about the product?
Omni channel and self-service in one. And with the new agent interface, it's even better. It is easy to set up and add new channels. A one stop shop for all thinkable channels.
What do you dislike about the product?
There really isn't that many downsides. Initial setup is fairly easy. More complex setup requires time and technical expertise.
What problems is the product solving and how is that benefiting you?
Being in many channels at once to support customers is easy. Self service is a key factor too. Bringing it all into one program is awesome.
Zendesk Guides: eh.
What do you like best about the product?
If you've ever written a Wordpress blog, then you will quickly learn how to use Zendesk Guides. The interface is familiar and if you have even a little bit of experience with HTML and CSS you can figure out some workarounds to missing features.
What do you dislike about the product?
The WYSIWYG editor is basic and yet there are so many elements that are still rather buggy. The blog style format does not encourage brevity, nor does the limitation on the levels of hierarchy in the article organization support the complexity of your product.
What problems is the product solving and how is that benefiting you?
For a small business, it might be okay, but as our organization is growing Zendesk Guides does not help us scale our documentation efforts whatsoever. At this point, it doesn't solve any problems too much.
Excellent, Helpful support
What do you like best about the product?
The response time is really quick, the agents are very knowledgeable and I feel sure that they can answer my query. They also provide screenshots to assist in making the required changes.
What do you dislike about the product?
Nothing to really dislike. My only comment would be some changes I wanted to make just were not possible. So perhaps some further flexibility would be really good.
What problems is the product solving and how is that benefiting you?
It is helping me to understand what features we can bring in to better use the system and provide extensive reporting. Also in helping make our agents lives easier when using the platform.
Speedy, Easy and Prompt
What do you like best about the product?
A reliable tool that gives you visibility on your whole CS department and processes.
What do you dislike about the product?
Can feel complex and a bit overwhelming to figure out the more technical aspects of setting up the tool correctly
What problems is the product solving and how is that benefiting you?
Tracking areas of improvement in our products, team efficient and consistency in product
Full featured and flexible
What do you like best about the product?
Using ZenDesk helps us to keep our entire team in the loop for everything that concerns them. The huge range of features mean that the information we need is always at hand.
What do you dislike about the product?
It's certainly not the cheapest option on the market, and with many tempting third party and ZenDesk apps to choose from, the bill can get away from you if you're not careful.
What problems is the product solving and how is that benefiting you?
Now we're all aware of any previous issues, we waste far less time reinventing wheels and generally covering old ground. We can go straight to the fix, or right back to the drawing board as appropriate!
A good support suite with minimal isssues
What do you like best about the product?
How easy it is for agents to use and support.
What do you dislike about the product?
Random updates where we lose features we use
What problems is the product solving and how is that benefiting you?
user ability issues that affected our customers
Great company to work with!
What do you like best about the product?
Zendesk has optimized a lot of our customer support tasks, and made it easy to converse with our clients! Since implementing Zendesk's Guide feature, we've actually seen a significant reduction in tickets.
What do you dislike about the product?
Zendesk has a high barrier of entry. It's not the easiest or most intuitive to use, and the UI is rather outdated. However, their documentation is excellent and works well for answering a lot of my questions.
What problems is the product solving and how is that benefiting you?
We had trouble analyzing our most commonly asked questions and looking at what our clients needed. Now we have a great way to analyze what the customers want and are able to use our Guide to our advantage.
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