Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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Always helpful
What do you like best about the product?
The fast response time is great and make sit better for us that are in a hurry to get a customer help.
What do you dislike about the product?
That sometimes you are unsure what team to ask for help.
What problems is the product solving and how is that benefiting you?
When we have an issue with something being down or not working properly it is usually resolved very quickly so that we can get back to our customers in a timely manner.
Their features are quite expansive and the general user interface is quite accessible.
What do you like best about the product?
I think Zendesk's automation features & API within Support Suite it make it very customizable to catch a wide variety of scenarios. Things like triggers, automations, macros, and more go a long way in helping to expedite the support baseline for our agents. The interface also generally has a nice aesthetic and is easy enough for new agents to pick up.
What do you dislike about the product?
There are small improvements that could be made to flesh out certain launched features. For example, some features like Triggers can be filtered while Automations cannot. I wish there was consistency in the level of Support here. The only alternative to these situations is more manual work/searching and or sometimes using the Zendesk API. However, using the API is limited as well sometimes and/or requires some additional scripting.
What problems is the product solving and how is that benefiting you?
It helps us respond to customer inquiries through a unified channel and in a timely manner. It accomplishes this primarily by providing our agents with a consistent workflow that can be constantly iterated over and optimized. Happier customers means better retention for us.
Added efficiency and consistency
What do you like best about the product?
Having the ability to create tickets for all communications is a great way to track employee statistics, SLAs and user satisfaction
What do you dislike about the product?
There is a little bit of a learning curve in getting used to the system and learning how to administer the system. The lack of ready customer service can be very frustrating.
What problems is the product solving and how is that benefiting you?
It satisfies our need to have full documentation and tracking of requests. When used correctly it saves our agents time and provides our end users with consistency.
The best platform but very expensive
What do you like best about the product?
The ease of developing native apps and its extensive API make any integration possible.
What do you dislike about the product?
The price of new features and products, having to pay for each agent, greatly increases the cost of the license when the team is large.
What problems is the product solving and how is that benefiting you?
Manage a big number of petitions and send it to the responsible departments
Overall great CRM platform
What do you like best about the product?
While I still feel that Zendesk is a great CRM tool, they do seem to be making changes lately that are not in the best interest of the user and I feel a lot of user suggestions get ignored while their team focuses on less important changes.
What do you dislike about the product?
Focus on more features that help users and allow Admins to change CSAT on closed tickets for agents
What problems is the product solving and how is that benefiting you?
Allows us to create different views so that we can track certain reported issues from our customers and its pretty easy to set up.
I haven't seen a more capable support ticket suite over the last 5 years
What do you like best about the product?
Explore Dashboards, help gain useful insights
What do you dislike about the product?
Some AI enhancements could potentially read keywords and offer recommendations for similar tickets for agent disposition.
What problems is the product solving and how is that benefiting you?
Managing the totality of customer support experience and service levels
Good Software
What do you like best about the product?
The product documentation is very thorough and easy to follow, making setup and problem solving much easier.
What do you dislike about the product?
Limitations that impact more company/project specific setup preference. Example: Inability to redact PII that is not in the body of the message, inability automatically to send certain calls straight to VM without setting up a workaround, etc.
What problems is the product solving and how is that benefiting you?
Coverage of multiple phone lines by 1-2 staff members at a time.
Zendesk Support Review
What do you like best about the product?
Zendesk Support is easy to reach, and also easy to get a feedback, either on your chat, or on your e-mail, if you leave the page.
What do you dislike about the product?
The Admin part of the website could have some improvements, regarding fields, forms, etc.
What problems is the product solving and how is that benefiting you?
Quick feedback > Allowing me to have quick feedback towards my clients.
Zendesk is one of the most user friendly and nifty solution
What do you like best about the product?
Zendesk provides support almost anywhere to interact with prospects and customers. We can message live chat, social media channels like facebook and twitter and also email.
What do you dislike about the product?
At times when we run into issues, we have to encounter delayed customer service support. The UI takes time to adjust and learn. You need to pay extra for the users.
What problems is the product solving and how is that benefiting you?
It helps us connect our prospects snd cusptmers via multiple channels from within one dashboard and be able to productively work out of it. It helps us tap audience from across all our channels.
Zendesk is one of the best support tool
What do you like best about the product?
We can integrate it with social media platforms to respond quickly.
What do you dislike about the product?
Their support isn't as good as it used to be once upon a time
What problems is the product solving and how is that benefiting you?
Handling chats and interaction from social media platforms like Facebook and Twitter
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