Zendesk Suite
ZendeskExternal reviews
6,660 reviews
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External reviews are not included in the AWS star rating for the product.
Business made easy by gaining customer satisfaction
What do you like best about the product?
Best part is tickets assigning on time and reminders of TAT and quick response to the customer without any distract great application to run the customer service
What do you dislike about the product?
Sometimes adding private notes are not visible and in sometime it will be added twice same note I was frustrated one time that getting error error while logging in
What problems is the product solving and how is that benefiting you?
Solving customer problems is 1st prior to the business and this application made it easy comparing to fresh desk this is good and easy to understand the application made it simple
Server Error Response Time
What do you like best about the product?
Jhan and Beau were very helpful and kept me updates.
What do you dislike about the product?
I asked about the proper process for submitting errors, and I did not get a firm answer. I just assumed it was to use the chat bot?
What problems is the product solving and how is that benefiting you?
Server was down this morning. I reached out to log the issue.
Superb customer service
What do you like best about the product?
Not a generic automated response for inquiries. The rep that helped us took a very personal and detailed approach to getting our problems solved. When above and beyond for each problem.
What do you dislike about the product?
Can't say there was much to dislike. That said, the time in responses could have improved if our cases were not so complicated. Because we had a complicated issue I understood there may be some delay.
What problems is the product solving and how is that benefiting you?
The personal approach allows us to rest assured Zendesk has our back with any issues that may arise.
Great Customer Service
What do you like best about the product?
helpful, quick, efficient, knowledgeable
What do you dislike about the product?
took a little longer than I would have liked.
What problems is the product solving and how is that benefiting you?
zendesk calling and talk which is important to connect with customers. It is essential.
Great Customer service
What do you like best about the product?
How someone was able to contact me back within 15 minutes?
What do you dislike about the product?
That we have to monitor the issues and keep monitoring over a week's time
What problems is the product solving and how is that benefiting you?
They help turn emails into tickets, which helps us keep track of our correspondences.
Very determined to solve my issue
What do you like best about the product?
Agents are very willing to go the extra mile to assist!
What do you dislike about the product?
Sometimes responses were far between leaving me unsure how to proceed.
What problems is the product solving and how is that benefiting you?
Soling phone quality to improve customer experience.
Seamless incident management
What do you like best about the product?
User friendly tool for incident management
Phase wise ticket tracking
Phase wise ticket tracking
What do you dislike about the product?
Nothing as such
Everything looks fine to me
Everything looks fine to me
What problems is the product solving and how is that benefiting you?
Support tickets for technical issues for our client
Amazing platform with no glitches!! best solution out there!
What do you like best about the product?
Automations + Triggers + Dashboards + HelpCenter etc!!! too many things!
What do you dislike about the product?
Updating brands is little bit challenging. For example, if you have a fully closed ticket and you rebranded as a company it is hard to update the existing closed ticket. Why we need this? Well if you use my activities feature on fully scaled Help Center and you want to grand existing customers access to their ticket history this is needed.
What problems is the product solving and how is that benefiting you?
It creates a unified database of all tickets for our company. Internal and external! Especially having automated SLA calculations are extremely important for our service!
Comprehensive Support Suite
What do you like best about the product?
It has a great ability to manage lots of inbound support requests at the same time. As a manager it also allows me to get good visibility of the agent's queues and to then report on the types of incoming tickets we are getting to improve our service.
What do you dislike about the product?
The main downside for me is the price as it is a very expensive solution. It would be ideal if there was a better way to have read-only users who don't need to contribute to tickets but can have visibility over them.
What problems is the product solving and how is that benefiting you?
It allows us to better manage the customer experience, ensuring that we are responding promptly and that they get the correct responses, this all leads to us giving a better service to customers.
Great platform for CS
What do you like best about the product?
Many features available to customize help center, all tickets go to one place, can cree many separate HC. Easy to manage tickets and can set up different roles for agents.
What do you dislike about the product?
For high level integrations still need devs involvement
For some features (like community etc): settings are located on different screens, difficult to find where exactly need to switch on/off
Would like to request Copy Help Center button, to be able just copy and paste all setting and articles when new HC is created
For some features (like community etc): settings are located on different screens, difficult to find where exactly need to switch on/off
Would like to request Copy Help Center button, to be able just copy and paste all setting and articles when new HC is created
What problems is the product solving and how is that benefiting you?
Providing one platform for many help centers, more centralized and easy to use. Can add more new HC for other company brands, easy to add new agents and track their performance
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