Zendesk Suite
ZendeskExternal reviews
6,486 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk support
What do you like best about the product?
Lots of new tools are being introduced, and constant drive to improve services. Relate sessions are informative.
What do you dislike about the product?
Support service is hard to use - takes a really long time to get the answer you need and you often get linked to articles that don't quite answer the question. The reporting tool is not user friendly when you need to pull multiple reports frequently and quickly
What problems is the product solving and how is that benefiting you?
The ability to build AI into messaging will be beneficial for us and offer quicker responses/self-serve for our customers.
Best ticketing system, robust and flexible
What do you like best about the product?
The ability to customize the system through the triggers and automation, as well as the ability to integrate to our profuction and other systems through the ZD app.
What do you dislike about the product?
The Help Center search is not really working, very hard to find relevant content and often search result are off.
What problems is the product solving and how is that benefiting you?
ZD support suite allows us to manage all our operational communication with our customers while having a visibility into the level of service we provide to our customers. The system is flexible to support our evolving processess through a configuration our support team is managing with no need for integrators.
Customer Experience using Zendesk
What do you like best about the product?
Zendesk Support Suite was able to resolve an issue
What do you dislike about the product?
None so far, but will evaluate further in due time
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is assisting with understanding new functionalities and gathering feedback for improvement
Recommendations to others considering the product:
It is a great platform for seeking business solutions
Zscaler Support Was 5 great
What do you like best about the product?
The engineer challenged our issue with the right questions and provided the logs we needed.
What do you dislike about the product?
Nothing that I can recall now. All was according to the best practices
What problems is the product solving and how is that benefiting you?
Interfacing with our customers on different channels, in a simple way
Zendesk non-stop support for customer-reported issues
What do you like best about the product?
I like how Zendesk uses its support ecosystem to support its external customers. I've had multiple issues now with Zendesk support and the approaches provided by the support engineers are varied and creative. I've had remote sessions where they quickly turned very technical and told me exactly why something wasn't working, and I've had other issues where it took a few patch cycles for them to resolve the issue. They do provide constant, meaningful updates that are appreciated.
I do like the well-documented API architecture and detailed examples of how to utilize the APIs with various high-level programming languages. It's flexible, powerful and saves considerable time for our support team.
I do like the well-documented API architecture and detailed examples of how to utilize the APIs with various high-level programming languages. It's flexible, powerful and saves considerable time for our support team.
What do you dislike about the product?
One of the problems I identified took several months to resolve, which was mind-boggling. We recently started using Zendesk Talk for supporting our customers and my understanding is that it uses Twilio to validate phone number formats in the international E.164 standard. This seems straightforward yet I encountered a problem entering a phone number for a customer that Twilio itself confirmed was correct and yet Zendesk continually stated it was not formatted correctly when I attempted to enter the number against the user. Initially, the support team told me to simply disable E.164 format checking so that I could store the number against the user but that wasn't a viable solution for us given that we use Zendesk Talk. Ultimately the Zendesk support team came through over two months later but it is unclear how this problem was not caught earlier by the development and test teams.
What problems is the product solving and how is that benefiting you?
The robust API framework allows me to develop creative automation solutions to better service our customers, allowing us to focus our time on the most important thing - interacting with our customers.
Recommendations to others considering the product:
Take the time and effort to learn the tool. There are great documents out there to utilize.
Awesome conversational platform that helped us set a virtual agent in only a few weeks.
What do you like best about the product?
- The interface is intuitive and easy to use
- It integrates easily within our Salesforce CRM system for a seamless handover to agents
- Smart AI model and it's easy to train the different intent models
- The onboarding process was really good; we got to setup a virtual agent in just a few weeks with already promising results.
- With the latest addition of UltimateGPT there is a lot of potential in improving our current conversation design, making our bots more complete and better maintanable.
- It integrates easily within our Salesforce CRM system for a seamless handover to agents
- Smart AI model and it's easy to train the different intent models
- The onboarding process was really good; we got to setup a virtual agent in just a few weeks with already promising results.
- With the latest addition of UltimateGPT there is a lot of potential in improving our current conversation design, making our bots more complete and better maintanable.
What do you dislike about the product?
- Ultimate focuses on one thing and that's the virtual agent for live chat. On the one hand, that's great, but at the moment it's not possible to integrate with other channels such as Whatsapp)
What problems is the product solving and how is that benefiting you?
- A lot of our customers call/mail us for rather simple questions and requests that they could also solve themselves on our website. The virtual agent now redirects customers to the right answers and self service sections of our website and only more complex cases are routed to our customer care professionals (it also makes their work more fun and challenging).
- Their GPT/LLM version of the chatbot will make it easier for us to setup and maintain bots.
- Their GPT/LLM version of the chatbot will make it easier for us to setup and maintain bots.
Zendesk's flexibility continues to shine albeit with some frustrating UI changes
What do you like best about the product?
Easy to deploy to multiple support channels. Agent satisfaction with the tool is high. The API is robust and allows for a number of integrations that are helpful.
What do you dislike about the product?
The new admin management section is clunky and requires too many clicks and moving to different tabs to manage users and business rules. Business rules lack some features (like being able to assign users to an org with a trigger).
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to handle support in 6 different countries across 5 languages. We also get a good value for our money due to everything being included in the price.
Zendesk Support Suite has been great for our team.
What do you like best about the product?
The most helpful thing about Zendesk Support Suite is its visibility. It allows us to pull reportings into explore for response times and number of inquiries.
What do you dislike about the product?
One of the downsides to Zendesk Support is its inability to scan the contents of a PDFs when searching for something.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has benefited the company by allowing us to see our response rates.
Fast and understanding
What do you like best about the product?
Link that support sent was broken but showed the way so could reach what i need. Robot and search engine.
What do you dislike about the product?
There is nothing that ı dislike about support.
What problems is the product solving and how is that benefiting you?
Now ı applied a job suits me
Recommendations to others considering the product:
Ask the robot it will do its best
Trusted partner with innovative solutions for improving CX
What do you like best about the product?
Flexibility, ease of use and the willingness to cooperate
What do you dislike about the product?
No immediate points for improvements at the moment
What problems is the product solving and how is that benefiting you?
Speed for lead recognition and customer contact support
showing 1,061 - 1,070