Zendesk Suite
ZendeskExternal reviews
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So far so good!
What do you like best about the product?
Very intuitive and easy to onboard new agents.
What do you dislike about the product?
Honestly at this point *we have been using for 6 months) there have not really been any negatives to speak of.
What problems is the product solving and how is that benefiting you?
We are intaking all customer and self-service client support requests. Zendesk gives excellent visibility to our entire support org and easily allows us to run a 24/7 support program, which has been incredibly valuable/
Recommendations to others considering the product:
I would say that you can lean on your account manager for assistance with best practices up while setting up.
Great Support!
What do you like best about the product?
I like the ability to he able to integrate our other accounts to all come through messaging. It makes it pretty convenient to be able to have everything in one spot.
What do you dislike about the product?
I dislike that setting up direct Instagram messaging is not nearly as easy as setting up Facebook messaging - you would think they would both operate the same way.
What problems is the product solving and how is that benefiting you?
We used to have somebody separately replying to our Instagram messages via the app, but were recently able to use support help for a workaround on how to integrate them into our account for customer service agents to reply to instead.
Recommendations to others considering the product:
Utilize customer support for tricky issues, they are always there to help specific situations.
Excellent all round experience with Zendesk
What do you like best about the product?
Simple and intuitive interface
Helpful support team who are quick to respond - the live chat feature works really well
Easy to update admin settings
Good integration with our own platform
Helpful support team who are quick to respond - the live chat feature works really well
Easy to update admin settings
Good integration with our own platform
What do you dislike about the product?
Links into 3rd party apps can be a little unreliable
Quite challenging to set up if you don't have prior experience with it
Experienced a couple of small bugs with email routing
Quite challenging to set up if you don't have prior experience with it
Experienced a couple of small bugs with email routing
What problems is the product solving and how is that benefiting you?
One source for all inbound queries and incidents
It's easy to manage and respond to tickets
Relevant team members are kept up to date by logging on as light agents
It's easy to manage and respond to tickets
Relevant team members are kept up to date by logging on as light agents
Recommendations to others considering the product:
Online help articles are really useful
Spend time understanding how triggers and routing work
Spend time understanding how triggers and routing work
Very helpful support
What do you like best about the product?
Knowledgable about my question and able to resolve it.
What do you dislike about the product?
Had to wait 20 minutes to get a live chat agent
What problems is the product solving and how is that benefiting you?
i needed help setting up live dashboard permissions for agents
Review as Users
What do you like best about the product?
Feature is user-friendly and it's quite straightforward to use
What do you dislike about the product?
Sometimes it's a bit hard to navigate the functions
What problems is the product solving and how is that benefiting you?
How to assign the ticket to the right team.
New Zendesk User switching from other CRM.
What do you like best about the product?
Combining all our different platforms from text to Social media in one place has been a game-changer, we can now have proper reporting on these type of tickets whereas before we could only report on emails. This has allowed us to do proper QA on every ticket.
What do you dislike about the product?
Quite difficult to set up, thought it would be a bit more out the box style but really I wish I got someone to help me do initial set up, there's quite a few small things like sending out texts etc that arent that easy to work out.
What problems is the product solving and how is that benefiting you?
The main issue is not being able to get back to our customers across different platforms properly, we were missing tickets and not responding to everything efficiently.... the huge benefit of having all tickets being responded to the same as an email ticket means our customers are benefited hugely by getting faster responses, better triggers and automation, easier integrations across all our teams.
Recommendations to others considering the product:
Recommend having someone who is a professional in the set up to help set up the initial stages, it takes a long time to do as someone who doesn't have any skills in it.
Zendesk Review
What do you like best about the product?
I like the ability to customize the main page to your company's needs and wants. I appreciate the level of support provided and how quickly agents reach out to us.
What do you dislike about the product?
We need automatic notifications if there are any issues with work arounds so we're aware. It also helps you in a sense that we don't need to reach out and be assisted
What problems is the product solving and how is that benefiting you?
We solve guest comments and concerns with Zendesk Support Suite. The functions/apps is the greatest benefit of using Zendesk.
Great for customer service team!
What do you like best about the product?
Easy to use and sort through emails. Also easy to search for customers and past tickets (closed and opened ones).
What do you dislike about the product?
Chat system could have had better self-service options. Couldn't integrate with other social media platforms.
What problems is the product solving and how is that benefiting you?
Customer service issues.
Flexible system to complete customer support tasks
What do you like best about the product?
Zendesk allows you to easily automate tasks that can be a drain on any support staff. Routing tickets, integrating support channels, messaging using Answebot helps to cut down on the high volume easy to handle questions.
What do you dislike about the product?
Zendesk gets most everything right, but not being able to have a personal view for followed tickets leads to some extra clicks. I would like to see Answerbot have more blocks to build advances flows, such as a link to an external site.
What problems is the product solving and how is that benefiting you?
Answerbot is a great help in providing responses via the site widget in a quick friendly manner. Pulling tickets in from all of our support channels into one place is a huge time saver.
Very vast and easy platform to use. Lots of great features!
What do you like best about the product?
I like the chatbot creator. The chatbot is very easy to configure and also easy to upload.
What do you dislike about the product?
Sometimes our chats get a slight lag. So our customers doesn't receive chats.
What problems is the product solving and how is that benefiting you?
We have realized meany automations from Zendessk that helps our business
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