Zendesk Suite
ZendeskExternal reviews
6,486 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk suite : all in one to manage your customer support
What do you like best about the product?
Zendesk suite is a complete set of products that allows you to manage your support by providing your customers a high level of information (Zendesk Guide) and different communication channels (Zendesk Support, Chat & Talk).
Zendesk Explore is also great for reporting on each of the zendesk suite products !
Zendesk Explore is also great for reporting on each of the zendesk suite products !
What do you dislike about the product?
Zendesk explore should be more easy to use, possibility to build requests that are not pre-saved instead of coding.
Also, the possibility to connect our business customers who uses zendesk to our zendesk support (and allow them to fill our customer fields) would be very nice to have.
Also, the possibility to connect our business customers who uses zendesk to our zendesk support (and allow them to fill our customer fields) would be very nice to have.
What problems is the product solving and how is that benefiting you?
I tried to add multiple languages to our Zendesk Guide but our posts didn't show up in the french interface.
Zendesk helped me to check why it was not working and now my issue is solved.
Zendesk helped me to check why it was not working and now my issue is solved.
Recommendations to others considering the product:
Just improve Zendesk explore as said before and also add the possibility to interconnect our zendesk to our customer zendesk solution without paying for more agents.
The best customer relation app.
What do you like best about the product?
You can easily share private notes across the organization.
You can easily track your tickets.
It offers so many ways to interact with customers.
It is very fast, and therefore you can quickly jump between items.
You can create triggers that come in hand when dealing with tickets.
It offers integration with other apps on Zendesk marketplace.
Ease of creating tickets.
Ease of passing tickets to other agents.
You can easily track your tickets.
It offers so many ways to interact with customers.
It is very fast, and therefore you can quickly jump between items.
You can create triggers that come in hand when dealing with tickets.
It offers integration with other apps on Zendesk marketplace.
Ease of creating tickets.
Ease of passing tickets to other agents.
What do you dislike about the product?
The feature of closing tickets is not yet efficient.
The phone app crashes so easily.
You cant prioritize requests.
The phone app crashes so easily.
You cant prioritize requests.
What problems is the product solving and how is that benefiting you?
Tickets are no longer being left unattended.
Teamwork is now boosted, which has increased our output.
Customers are no longer complaining of delayed responses.
Questions between agents are answered without needing another platform.
Teamwork is now boosted, which has increased our output.
Customers are no longer complaining of delayed responses.
Questions between agents are answered without needing another platform.
Recommendations to others considering the product:
If you are looking to make communication with your customers more effective and friendly, then I recommend Zendesk. It will give you a platform that will ease your communication and improve the customer support you give.
Zendesk Review 07/27
What do you like best about the product?
I like the ability to keep an accurate database of past interactions with customers
What do you dislike about the product?
I dislike that there can be times where things are not loading properly
What problems is the product solving and how is that benefiting you?
It allows us to solve the issue with customer interactions and details from being scattered among all employees. We can act as a team and compile information together.
Nimble Solution for Our Escalation Issues!
What do you like best about the product?
I have been most pleased by the ease of learning, integration, and use. I would consider myself moderately tech-savvy and found the learning curve to understand and use the product to be easy. Any obstacles were bridged by the vast already present knowledge base re: the Zendesk application.
What do you dislike about the product?
Sometimes the knowledge base articles are not as specific as I would prefer. I find the product service team to be excellent but at times quite delayed.
What problems is the product solving and how is that benefiting you?
Problems we solved included a company-wide clinical knowledge base (a single source of truth for our teams). Additionally, we established several escalation pathways for various internal problem areas.
Recommendations to others considering the product:
I would definitely recommend it as a multi-tiered solution platform.
Completed solution for ticketing
What do you like best about the product?
Many integration possibilities and suitable prepared applications
What do you dislike about the product?
Too many options for small businesses is complicated to set up everything
What problems is the product solving and how is that benefiting you?
I use it for ticketing system for call center and live chat and also for web form on my site
help with trigger question
What do you like best about the product?
easy interface and very intuitive functions
What do you dislike about the product?
The functions can be complex and require documentation.
What problems is the product solving and how is that benefiting you?
reporting and trigger information is good with zendesk
ZD is very useful for our day to day job with fronting customers
What do you like best about the product?
I really like the views feature.
Sorting by status and certain tags or conditions really help handling communication with customers.
Sorting by status and certain tags or conditions really help handling communication with customers.
What do you dislike about the product?
Some tasks could sometimes be to hard to accomplish, for example adding a permanent CC to a certain user/group.
What problems is the product solving and how is that benefiting you?
Always being updated when the customer replies and trying not to let him wait for our response too much.
Recommendations to others considering the product:
Invest a lot in the primary setup of your ZD environment because that will make life easier later.
Quick and very helpful
What do you like best about the product?
The simple to use interface and customization with automation.
What do you dislike about the product?
Limitations like not being able to edit the footer in emails.
What problems is the product solving and how is that benefiting you?
We are able to auto assign tickets to agents responsible without much manual work
Great solution for customer contacts
What do you like best about the product?
It's an all in one suite for email, chat, and phones. There isn't anything I can think of that it doesn't do that it wish I did.
What do you dislike about the product?
Issues with DKIM, SPF setup that was hard to resolve
What problems is the product solving and how is that benefiting you?
It's a one stop shop for all of the incoming contacts. There's nothing further needed to set up the foundation to your customer service experience.
Stuck SLA issue support
What do you like best about the product?
I liked the possibility of chatting with the agent - it is easily found on the platform and more convenient than email or phone communication. Oliver was very attentive and tried to troubleshoot the issue adequately.
What do you dislike about the product?
I raised the issue on 11th June and I did not get many updates since then. I understand that prioritization of tickets and bugs is in place. I would appreciate more initiative updates if the resolution needs more time - maybe on a biweekly basis just to know that issue is being addressed.
What problems is the product solving and how is that benefiting you?
More organized issue solving for several departments. We like the possibility of integration with other platforms.
showing 1,621 - 1,630