Zendesk Suite
ZendeskExternal reviews
6,671 reviews
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Very configurable product, able to build up on processes, change and adapt
What do you like best about the product?
views and dashboards are very useful and easy to use
What do you dislike about the product?
nothing showstopping, some of the screen require ability to alphabetically sort
What problems is the product solving and how is that benefiting you?
tracking tickets, assigning to groups and showing ownership
Quick, kind and clear support
What do you like best about the product?
Service is useful and quick. Answer arrives after a couple of minutes
What do you dislike about the product?
Direct link to articles without have the response in the chat
What problems is the product solving and how is that benefiting you?
implementation of new channel, setup and clarifications
Good user experience.
What do you like best about the product?
Ease of service. Various features in one place.
What do you dislike about the product?
There is nothing useless, I really like the package.
What problems is the product solving and how is that benefiting you?
Customer service in general.
Gained a warm and useful support from Junilyn Legario
What do you like best about the product?
It seems like I can ask any questions relating to Zendesk.
What do you dislike about the product?
I don't know exactly what is Zendesk's working hours. Sometimes, I got slow responses, and at that time I haven't been at my PC already.
What problems is the product solving and how is that benefiting you?
Making a report
Support was very helpful and quick
What do you like best about the product?
It is very easy to create triggers and automation to route our tickets. It is also very easy to keep things organized.
What do you dislike about the product?
It isn't very easy to submit a support request. When I know that I can't find an answer in their help articles, I would like to be able to speak to a real human without having to go through the answer bot.
What problems is the product solving and how is that benefiting you?
We are able to quickly assist our customers when they write in. We are also able to track the types of requests that come in so we can improve our documentation and help center.
Flexible, mature, customer-success focused tool that is central to our Customer Success and growth
What do you like best about the product?
Built-in functionality to both implement and operate our support processes and manage customer satisfaction for our growing product
What do you dislike about the product?
Minor issue but sometimes the product has grown so rapidly that some features and terminology has changed
What problems is the product solving and how is that benefiting you?
Customer Support for a growing product and team that is flexible enough to allow us to avoid hardening too many processes, allowing us flexibility
Overall a great experience.
What do you like best about the product?
Zendesk is great with multiple features that help you keep track of ticket performances, how many tickets are solved, SLA and agent performances as well. This compares way better to competitors.
What do you dislike about the product?
Sometimes Zendesk would freeze and not allow you to click on certain things, other than that it's great, I'm not sure how it can be improved as it might be a technical issue but it's great.
What problems is the product solving and how is that benefiting you?
Zendesk has given us options to expand our queues. There are several benefits, efficiency, productivity, etc. Yes, it has improved work performance by a lot and has helped overall.
good
What do you like best about the product?
like how you have all the tools to not only integrate the existing connections with other systems, but also to create your own
What do you dislike about the product?
I find it tiring that we have to export each file and then it is mandatory to leave a comment that why we exported it and the file is unharmed.
What problems is the product solving and how is that benefiting you?
Overall it is a stable application but it is not a multi tasking which takes a while for everyone to finish their work.
Recommendations to others considering the product:
good product
Friendly, but time to resolve issue had negative impact on ability to use product
What do you like best about the product?
The integration with our other programs is helpful; the suite is robust in functionality, with the ability to use a limited or full range of those functions. We have information coming into Zendesk from multiple streams, and it's much easier to manage in a single program.
What do you dislike about the product?
Despite a complex range of functions and integration, there are still limitations that are problematic. The Leads in Sell create multiples of the same contact. The user hierarchy has to be disabled by Zendesk, and it's not clear how it will restrict users until you've set it in place. And it took two weeks for our user hierarchy to be disabled, meaning our users had restricted ability to do their job or access their information for that time.
What problems is the product solving and how is that benefiting you?
From our website, we have all customer service inquiries from multiple sources funneling to Zendesk Support, as well as our Yotpo and Klaviyo inquiries. This means we can have one person handling customer service from a single program, instead of logging in to multiple programs. In Sell, we manage Leads for multiple revenue streams that often intersect, so a wholesale rep can view custom deals that a customer may be involved in.
Zendesk Support Suite - excellent for businesses looking to streamline customer support.
What do you like best about the product?
Very easy to manage from an administrative standpoint - very easy to organize workflows from a user perspective.
What do you dislike about the product?
Needing to have separate applications open to view history of chats when an end-user creates an email ticket.
What problems is the product solving and how is that benefiting you?
Made it easy to service customer's questions and issues in a VERY timely manner. We've been able to service all member requests within minutes instead of days compared to other companies that we've dealt with.
Recommendations to others considering the product:
Zendesk Support Suite is an incredible tool if you're looking to streamline your customer support processes.
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