Zendesk Suite
ZendeskExternal reviews
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Despite areas of opportunity, one of the best.
What do you like best about the product?
API integrations, the entire sunshine ecosystem seems very promising too.
What do you dislike about the product?
The almost-enforcing of answerbot, there's a lot of shortcomings and it needs to be disabled to get other things to work.
What problems is the product solving and how is that benefiting you?
Managing multiple contact channels and the seamless integration between chat, phone.
Efficient, knowledgable and helpful support!
What do you like best about the product?
Zendesk support is one of the quickest support tools I've ever used! Each time I have requested support, I have had a response within the hour and have never had to come back through for further assistance. Every agent I have ever spoken to has been so helpful and also send links to articles for any issues I have had. Really recommend this feature if anyone is unsure about anything!
What do you dislike about the product?
There's nothing that I can say that I would dislike, every time I have used this I have nothing but praise. Each agent is nothing but helpful and I really couldn't fault it.
What problems is the product solving and how is that benefiting you?
I have had issues with messaging where the agent I've spoken to has logged into my account and rectified any issues that I have had, this is really beneficial for me when running a customer service team as it means we can continue providing the best levels of dservice to our customers.
great app, covering all aspect of customer service needs
What do you like best about the product?
email to case functionality, esasily connecti to other apps using customized API
What do you dislike about the product?
need to be doing less calculation in fields comparing with SF
What problems is the product solving and how is that benefiting you?
solving customer complaints that Chinese letters are not working in Side Conversations, this helps the company continue the business operations.
Agent helped perfectly
What do you like best about the product?
Agent was very responsive to my questions and helped a lot
What do you dislike about the product?
Not much to dislike. I didn't like that there was no live chat
What problems is the product solving and how is that benefiting you?
Zendesk support helps me find where the menu items arw
Easy to use
What do you like best about the product?
Provides real-time response on the inquiries
What do you dislike about the product?
I can't think of anything as it perfectly fits the work that needs to be done.
What problems is the product solving and how is that benefiting you?
It provides quick result about sensitive inquiries.
Zendesk has been accompanying and assisting me for years
What do you like best about the product?
He is complete! I feel that it gives me the confidence to create solutions for demand distribution, providing faster and more effective service, delivering a good experience for our customers and partners, and facilitating the work of our team. I can clearly track all the numbers we need to monitor and based on that make more accurate forecasts. Zendesk never disappoints me, I know they will be even more amazing.
What do you dislike about the product?
There are only disadvantages if the company limits itself to the contracted plan and the necessary service package for what it needs. Of the 3 companies where I worked with Zendesk, it met and meets all the needs, as long as the correct contract is made. It's worth it!
What problems is the product solving and how is that benefiting you?
Storage of call history in a practical way, with the measurement of various indicators, metrics, and processes. We are benefiting from a better view and monitoring of the team and our customers and partners, above all, doing everything in a practical way, optimizing time and labor.
Support was GREAT
What do you like best about the product?
Quick to resolve. Very personable! Exceeded my expectations.
What do you dislike about the product?
Nothing I can think of that I disliked. Very accessible!
What problems is the product solving and how is that benefiting you?
Handing account contributor/admin profiles so we can have our team set up and ready to go!
Chatbots made easy
What do you like best about the product?
Flexibility and range of options in building intents in great. I try to make use of most of the available features in order to offer the best experience to our customers. API integration is working fantastic and helps us provide great support. Collaboration with the team is also great - really appreciate the support received.
What do you dislike about the product?
From a user perspective I am really looking forward to the opportunity to work on integrations without the need to involve other departments (devs). I'd also love to be able to reduce some manual work in creating or edititng intents by having the option to use some presets / clipboards with frequently used message structures.
What problems is the product solving and how is that benefiting you?
Removing repetitive questions from reaching our Customer Support agents and handling conversations where no agent interaction is needed while also collecting information from the clients before escalating chats in order to reduce the interaction time of the agent.
Great product and good support
What do you like best about the product?
The ease of integrating multiple chat platforms, email, WhatsApp, widgets etc... into one easy to use system, which makes it easy to collaborate with your team (through side conversations) and your customers. Being able to solve tickets with a few clicks saves time and energy, making it possible to decrease the amount of people needed to provide customer care. The support provided by the Zendesk team is generally good with a good response time.
What do you dislike about the product?
Customer identifiers are set by email only. If your client base is largely through social messaging and not email, it becomes a little tedious to keep linking social messaging profiles in new tickets to the email profile of a client.
What problems is the product solving and how is that benefiting you?
As a non-profit with multiple digital innovations, Zendesk helps us solve technical difficulties or questions that arise from our users, enabling them to continue working in the field to assist our beneficiaries.
5 years of zendesk and couldnt be happier!
What do you like best about the product?
Zendesk is the easiest support suite to set up in my experience. We have been using it for over 5 years and most of that time I have been in charge of the setup. Everything from groups, to triggers, to the user interface, is all very thought out and logical to use. We use it both for customer-facing and internal support.
Zendesk's support to us as a business is also phenomenal.
Zendesk's support to us as a business is also phenomenal.
What do you dislike about the product?
There is of course always things that can be better. In particular more control of the triggers and more options there would be both super cool and super useful. We sometimes encounter things that we cant do, but more often than not its something we can work around or that we don't actually need.
What problems is the product solving and how is that benefiting you?
Zendesk helps us help our customers. When they have an issue they come to us and most of the time we can fix it completely from within Zendesk (with the help of our custom app). It also helps us keep our internal IT support organized.
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