Zendesk Suite
ZendeskExternal reviews
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Everything in one place
What do you like best about the product?
The omnichannel capabilities are nice. The new agent workspace is also pretty nice.
What do you dislike about the product?
The Explore tool could be better. Wish it would integrate with Mode.
What problems is the product solving and how is that benefiting you?
Reaching customers quickly and efficiently.
Zendesk provides a good solution to most of our customer support needs
What do you like best about the product?
There's a solution for every channel. User set-up is very easy, and support is always helpful.
What do you dislike about the product?
Some integrations aren't 100% yet, both chat and WhatsApp are available, but not entirely integrated.
What problems is the product solving and how is that benefiting you?
Communications with our clients through chat, email and WhatsApp. We also provide a self-help area.
Recommendations to others considering the product:
Consider Zendesk for your company if you need a suite to cover many different channels at once. Also, if you need to manage many different support teams, specialized in different topics.
Advocate for Zendesk
What do you like best about the product?
It is a steamlined solution that allows us to address all of our support needs.
What do you dislike about the product?
The integrations can be sloppy at times.
What problems is the product solving and how is that benefiting you?
We are solving the ability to provide a better customer experience. Our CSAT has increased dramatically.
Awesome suite
What do you like best about the product?
An all-in-one platform for lead generation and customer care.
All of your communication options are available in one place: chat, phone, email, and social media.
Allow for a great deal of personalization.
Friendly to the user
All of your communication options are available in one place: chat, phone, email, and social media.
Allow for a great deal of personalization.
Friendly to the user
What do you dislike about the product?
For ecommerce and small organisations, this is not the best ticket management solution.
They need a certain amount of effort and time.
Only higher price tiers have the best features.
They need a certain amount of effort and time.
Only higher price tiers have the best features.
What problems is the product solving and how is that benefiting you?
Reduce the number of steps in the customer support procedure.
All of your support tickets may be found in one spot.
Automated processes save time-consuming chores and provide multi-channel assistance.
Improved efficiency
All of your support tickets may be found in one spot.
Automated processes save time-consuming chores and provide multi-channel assistance.
Improved efficiency
Recommendations to others considering the product:
Awesome customer support!!
Zendesk - one of the better offerings out there.
What do you like best about the product?
Zendesk Support provides enough flexibility, while remaining user-friendly and not too admin-heavy.
What do you dislike about the product?
Some of the features are released a little on the early side, and come off as a bit half-baked. A common issue throughout the software industry, so certainly not specific to Zendesk alone, but frustrating nonetheless.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support for all customer-facing ticketing, Zendesk guide as the main landing page of our support portal, and Zendesk Explore for all ticket-driven metrics. We're using multiple integrations/connectors in Zendesk to connect with other tools we might be using (e.g. Jira). This provides the team with a single tool to communicate on multiple channels and tools, and provides the customer with a clear overview of ticket status.
Great experience
What do you like best about the product?
The support was pretty fast, the agent that helped me not only gave me a solution, but also showed me some tips to improve the experience of zendesk toll. Chrinstine Felicia was her name
What do you dislike about the product?
After that day (having a great experience) i was presenting the same issue but i didn´t have response (still waiting)
What problems is the product solving and how is that benefiting you?
Views configuration
Admin new triggers
Reports are easy to understand and export
Admin new triggers
Reports are easy to understand and export
Recommendations to others considering the product:
Zendesk has great professionals and people that help you, but it´s pretty funny to learn with their articles, coments and updates by reading them
Great Potential for Growing Companies
What do you like best about the product?
Zendesk Support has so many features and automation to improve efficiency. Super intuitive software as a whole, my agents picked up the basics right away. Overall great product
What do you dislike about the product?
Integration was a little rough. They rely heavily on articles but would have preferred a little human assistance. Integration with third-party apps like Shopify and Yotpo can always be improved and bring in additional information
What problems is the product solving and how is that benefiting you?
Providing my customer with consistent reliable support. Looking forward to enabling the AI bot and FAQ page to allow customers the information they are looking for without submitting a ticket.
New Customer
What do you like best about the product?
The Zendesk team was very helpful in helping to get the account setup. We utilized professional services and things went as expected. We are also using Freshservice and I like some features of Zendesk better.
What do you dislike about the product?
Getting used to the way that the submit button is used to update the properties of a ticket was confusing at first coming from another ticketing platform. Once I figured that out, it was ok.
What problems is the product solving and how is that benefiting you?
We went live today with Zendesk for our Inventory Management team. They were handling internal service request through a shared mailbox and this will allow them to have accountability.
Flexible and Powerful
What do you like best about the product?
Easy and great Explore metrics tool for data analysis.
What do you dislike about the product?
Sometimes the support response time, the chat support is not enough
What problems is the product solving and how is that benefiting you?
Problems related to basic functionality
Recommendations to others considering the product:
ITIL compliance module
Zendesk Support Review
What do you like best about the product?
It's easy to get in touch with a representative and the bot chat is surprisingly helpful. The ability of a rep to remote access your account is also extremely helpful.
What do you dislike about the product?
I think more articles and tutorials for basic questions would be helpful. If they do exist, they were harder to find, even with the bot's help. Also, the names of some of the features are confusing and not intuitive so you wouldn't think to look there, i.e. "triggers" can be "notifications".
What problems is the product solving and how is that benefiting you?
We recently had trouble forwarding Zendesk emails to our company's email address and had questions about limiting the number of emails received per ticket. Both were resolved very quickly.
Recommendations to others considering the product:
I recommend watching the tutorial videos as they were extremely helpful in the setup for both myself as an admin, and our agents.
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