Zendesk Suite
ZendeskExternal reviews
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Zendesk resolved my issue by chat in a few minutes. It was very fast and efficient
What do you like best about the product?
I love being able to contact them by chat and immediately talk to an agent who can provide troubleshooting steps or tell me if the issue is already known in their system.
What do you dislike about the product?
I would have preferred to receive more information about the issue I'm experiencing without having to actually contact the system first. If there is a known issue, it should be informed to potentially affected customers.
What problems is the product solving and how is that benefiting you?
Zendesk helps me and my business keep in touch with my customers and it's a key aspect of my business so having a quality support team that can also support me and my business is critical.
Passwrod reset
What do you like best about the product?
We have been using Zendeask for a number of years now. It is very simple to install on our platform (wordpress). Our customers find the chat widget very engaging, and it helps us to develop sales through customer support.
What do you dislike about the product?
The only thing we would state as a negative is the big jump to a paid plan. You can only use one agent at a time on the free plan, which can sometimes cause issues when more than one customer wants to engage. Other than that, we think it's great.
What problems is the product solving and how is that benefiting you?
It allows us to interact with our customers at important stages of their buying process. Whether we answer a query about one of our products, offer a discount code or send them a link to other items that they may like. This is vital when wanting to increase sales.
All you need in one place
What do you like best about the product?
It is SAAS: meaning you don't need to care about infrastructure. Also, the product is constantly improving as per support industry trends and best practices: you don't need to develop features yourself. Want a knowledgebase - you got it; want a chatbot - it is here. It also has omnichannel support: call center, chat, ticket system, integration with social media, slack and whatsup. All are in one place, and you don't need to spend resources integrating 3rd party solutions yourself. The marketplace also has a lot of extensions to build any workflow you might need.
What do you dislike about the product?
Technical support is not the best: it takes forever to get a response, and often it is incorrect. Most of the time, you have to find an answer yourself. The fact Zendesk keeps an extensive knowledgebase and has a great community they support makes things better.
What problems is the product solving and how is that benefiting you?
No need to maintain an in-house solution: meaning no expenses for development, servers, etc.
All in one place: chat, call center, and ticket system integrated out of the box.
One of the biggest communities for ticket systems: a lot of support comes from it.
Huge marketplace: enough solutions to implement any workflow.
Great resources for developers: API, documentation - if something is not covered by marketplace you can implement it yourself.
All in one place: chat, call center, and ticket system integrated out of the box.
One of the biggest communities for ticket systems: a lot of support comes from it.
Huge marketplace: enough solutions to implement any workflow.
Great resources for developers: API, documentation - if something is not covered by marketplace you can implement it yourself.
quick and efficient
What do you like best about the product?
Was quick and easy to use, the email notification when I got every reply was also very helpful
What do you dislike about the product?
Maybe too many notification, even before I got a reply I received 3 emails related to the support I was looking for, I think 1 was enough
What problems is the product solving and how is that benefiting you?
I wasn't aware about the fact I didn't have the right permissions to view the tickets correctly, now I know :)
Living fast responses
What do you like best about the product?
Quick response, productive in providing links to alternative options.
What do you dislike about the product?
It is not easy to find the support channels for the first time
What problems is the product solving and how is that benefiting you?
None really
Amazing experience with Zendesk
What do you like best about the product?
I really like how easy it is to solve problems, especially problems with the company's customers.
One of the most positive points I point out is the organization it provides. Its layout is amazing and easy to use.
One of the most positive points I point out is the organization it provides. Its layout is amazing and easy to use.
What do you dislike about the product?
In fact, there isn't exactly something I don't like about Zendesk, of course, it's not perfect and still needs a lot of tweaking. But overall, it's ok.
The only thing I could say that I don't "like" is the difficulty of finding some tools
The only thing I could say that I don't "like" is the difficulty of finding some tools
What problems is the product solving and how is that benefiting you?
Zendesk is solving many problems for our company, especially the problem we have with communicating with customers.
The benefit we get is from the positive feedback and our happy customers.
The benefit we get is from the positive feedback and our happy customers.
Zendesk Review
What do you like best about the product?
It helps to manage the quires and resolve them in a more efficient way. Zendesk helps me to follow up with the internal team to resolve the issue. It also helps to backtrack and keep all the previous records of the solved/closed tickets data.
What do you dislike about the product?
In Zendesk if the ticket is open for a long time and there are a lot of internal notes that time the Zendesk application gets frozen. So I think it should be improved.
What problems is the product solving and how is that benefiting you?
The Zendesk Support Suite helps me to manage tasks at the individual level. It also helps to followup with my internal team with the help of the child ticket feature.
Great Service for Startup
What do you like best about the product?
Is assists our agents in all channels, answering all customer inquiries on time.
What do you dislike about the product?
Still developing some features and integrations.
What problems is the product solving and how is that benefiting you?
Our CRM primarily
Support dealing with AI third part
What do you like best about the product?
Every now and then we need help to deal with out third part AI automation and Zensdesk provides us great support in dealing with this integration ensuring the chatbot and ticket automation are well synchronized. In the beginning, when we were doing the setups we had a lot of setbacks regarding triggers and chat routing but they always managed to give us clear and helpful guidance.
What do you dislike about the product?
In the past, I've had a few chats and had the feeling that some agents weren't prepared to answer my questions. However, the last 3 times I've contacted support I've had a great experience and I've been very pleased with the quality and support I've received. I had the impression that agents are better prepared to help customers now.
What problems is the product solving and how is that benefiting you?
There are many different issues but I most contacted Zendesk regarding triggers, AI automation and ticket views.
Keeping track with Zendesk
What do you like best about the product?
Zendesk is helpful for keeping track of interactions with clients, whether it is through email, chat, phone, or voicemail. It is also very easy to customize Zendesk to suit your needs.
What do you dislike about the product?
I wish it was a two way sync with the Guru Knowledge Base since that would make things easier. Right now, since it is only a one-way sync from Zendesk to Guru, we would not be able to make changes on the Guru cards directly to sync the information back to Zendesk Guide.
What problems is the product solving and how is that benefiting you?
How to allow our customers to reach us easily regardless of the communication channel that they prefer, even during off hours or on the weekend. Also, we can provide information via the Zendesk Guide.
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