Zendesk Suite
ZendeskExternal reviews
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When you get hold of how to use it it is very convienient for CS.
What do you like best about the product?
Definitely automatization options. When we created the workflow with auto followups and auto-tagging it made our work so much easier.
What do you dislike about the product?
At first it was quite a challenge to become familiar with all the terminology.
What problems is the product solving and how is that benefiting you?
We choose to become users of ZenDesk, because the software we used previously was not that precise, and we experienced a lot of delays. For now it seems that ZD is going the job correctly.
Feedback after using 2 years
What do you like best about the product?
Transparency, Multiple channels in one place. Easy to access. I specially like chat feature how this works
What do you dislike about the product?
Zendesk is very vast but sometimes becomes hard to find options under the admin center
What problems is the product solving and how is that benefiting you?
I was helped on support to fix the issue for "View "my groups
Zendesk has great features for email support, but is lacking on basic features for phone support
What do you like best about the product?
Easy for agents to use. Great features for email ticket support.
What do you dislike about the product?
Lack of outbound caller ID for Talk, lack of SLAs for phone calls
Realllly poor help resources for using the Explore product
Realllly poor help resources for using the Explore product
What problems is the product solving and how is that benefiting you?
N/A
Complicate but worth it!
What do you like best about the product?
I really like the fact that using fields and forms we can collect valuable data about our customers! The more data we have, the better impact can our support have and the more we improve our company's product.
What do you dislike about the product?
Well, getting set up to use Zendesk is pretty complicated, especially because in order to change one thing, you need to change many more in the backend.
Also, the most important feature that is definitely necessary is being able to forward conversations and for these forwarded emails to become new tickets or appear somewhere. Connected to this is also the feature to BCC people in conversations, something which is greatly needed.
Also, the most important feature that is definitely necessary is being able to forward conversations and for these forwarded emails to become new tickets or appear somewhere. Connected to this is also the feature to BCC people in conversations, something which is greatly needed.
What problems is the product solving and how is that benefiting you?
Data-related issues, meaning that when other services would only offer limited data in terms of contact drivers and issues our customers have, Zendesk allows us to log cases based on each customer's needs.
One of the best ticketing tools
What do you like best about the product?
The tool has a lot of helpful features. I like the ability to create multiple views, triggers, Explore reports etc.
The support has also become a lot more responsive than it used to be.
The support has also become a lot more responsive than it used to be.
What do you dislike about the product?
When a report is exported via Explore, it does not have the option to get the clickable links for the ticket ids.
What problems is the product solving and how is that benefiting you?
We use it as our ticketing system. Really like the 'side conversations' feature to keep everything at one place.
All in One Platform for CRM
What do you like best about the product?
In recent iterations of the Support platform, our team has been able to customize versions of the chatbot to defer simple requests without the need for agent interaction thus reducing the operational load while keeping a window open for customers to reach a human agent if needed.
What do you dislike about the product?
The availability of their AI Agent product and particularly the pricepoint it comes at. Particularly not having much experience with how AI would impact our operation and customer experience, it would be good to have a way to trial this product before a full implementation.
What problems is the product solving and how is that benefiting you?
With ZenDesk Support Suite we're able to centralize all channels needed for supporting our customer's requests in one place making it more efficient for our team to work on the issues reported by our customers.
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
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
Simple, user-friendly customer support
What do you like best about the product?
I like that Zendesk has a very straightforward setup that scales with your team's expertise. You can use predefined blueprints, third-party integrations, or build your own custom solutions.
What do you dislike about the product?
Nothing. I think this is an excellent piece of software.
What problems is the product solving and how is that benefiting you?
Zendesk allows easy tracking of customer issues, a central knowledgebase where customers can ideally resolve their issues before reaching out to an agent, and native support for localization.
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