Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Great Support!
What do you like best about the product?
I love how involved Zendesk's team are! Their frequent webinars and their fantastic Support team are always ready to help.
What do you dislike about the product?
The KBAs! While super helpful, sometimes I find they are used as a crutch to answer questions. Would be nice to have someone walk through them prior to linking for future reference!
What problems is the product solving and how is that benefiting you?
Love the Agent Workspace! Just wish some of the features we see with the trial sandbox migrated across to the Professional Plan. Took me a bit to get my head around the fact that there was a legacy version of the Professional Plan.
It really helps to resolve issues
What do you like best about the product?
The different functions available on the site and helps to resolve all the issues received. Also, as I mentioned, all the functions are simple to use, and for example with the merge or the option to check and respond many ticket by once you save a lot of time, so I think this is excelent. Moreover, the option to export your tickets is great you can get a full report of them an do metrics later.
What do you dislike about the product?
I would like to have more filters on status and also maybe the ability to create folders to group the tickets. More over, when a ticket status is set to "Solved" and the user replies back saying Thank You, the ticket reopens. I would like an option to exist that when we mark it as Solved and we get a reply like that it doesnt open again, because we don need it open anymore, is not necesarry. Please work to make that enhancenment
What problems is the product solving and how is that benefiting you?
Im solving issues from an App. Thanks to this, we have found many enhancements we could do on the app and also came to know the actual problem it has been having so far since we launched it. It made me realized that we can use this site for many problem or issues we have in our job, it helps reducing time and also error as everything is recorded there.
Recommendations to others considering the product:
Do use this!!! I super recomend it
Zendesk is a great tool!
What do you like best about the product?
Auto-assigning tickets, reporting, general overview, ability to have multiple email addresses coming in, and the ability for the entire team to easily have access to emails from all inboxes really make Zendesk awesome!
What do you dislike about the product?
The customer service Zendesk provides definitely leaves you wanting more. There have been a few issues where they were great and other issues that they were unable to resolve, or I had to find the resolution myself. As we rely heavily on Zednesk, this can be very frustrating.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is excellent for solving all types of customer issues. The interactions with the customers go smoothly through the platform and there are lots of tools and added apps that streamline follow through with customers. From being able to see all their tickets in one place to being able to add the Magento 2 app so that we can pull order data all in one place, we really are able to provide better service to our customers.
Great ticketing system!
What do you like best about the product?
I love how you are able to reply to tickets via zendesk protal or in your email inbox and they all get tracked the same way, also I love that it is very user friendly in a way that can be easily explained to new agents.
What do you dislike about the product?
zendesk support is not the best, they take some time to reply so lets hope that your problem is not pertaining to a vital part of your business. also the only way to reach them is a zendesk ticket.
What problems is the product solving and how is that benefiting you?
we are solving the problem and inconvenience of having to call in for every problem, instead of calling for everything our customers can now just summit a ticket
Great Customer System & Internally Easy to Follow
What do you like best about the product?
I really love the way that Zendesk has nearly endless possibilities with features, customization, and streamlined functions. The help center they have for their own product is incredible and allows users to really get into the details and helpful ways they can use Zendesk for their business. We really love that the text and email options for our customers are so interchangeable for the enriched and plain text options when building Macros and Triggers. I really love the fact that there is always room to continue to build out the customer experience with other features like the help center, chat, and more.
What do you dislike about the product?
I think some of the structures of the billing/features is a bit wonky between Legacy/Suite. I had to reach out for help a few times to ensure we were getting the features we thought we were getting. Another thing I would love to see is a bit better integration when it comes to texting options. There are a lot of ways to get texts sent when you need to, but we have experienced some issues with numbers being blocked by carriers which has cause some disturbance in our services. But Zendesk has continued to work on keeping us updated on how they are working with carriers to help us.
What problems is the product solving and how is that benefiting you?
We have saved hundreds - if not thousands - of hours with the integrations and automation that are available on Zendesk. Our company has been able to grow and create new jobs from these systems that we have created through Zendesk which has allowed our business overall to grow and become a nationwide leader in what we do. Without our customers, we wouldn't be here, so having a customer service system like this allows us to continue to make our customers happy and give them the reliability we are always there to help.
Promising product but lack in Support and analytics
What do you like best about the product?
Chat experience in all channels. Smooch features across SunCo channels
What do you dislike about the product?
We get very poor customer support! All problems related to Messaging are treated very bad. Still no full analytics for Messaging channels. I don't understand why we pay money for Explorer.
What problems is the product solving and how is that benefiting you?
Sales, service — everything related to bank products
Very happy with the chatbot
What do you like best about the product?
I am a big fan of cards & Carousels, which makes everything much more visually appealing. What I also love is the weekly meetings with our Customer Success Manager Justine. You always know what updates are coming or what is still to come (roadmap).
What do you dislike about the product?
Theres no time setting. It would be really great if you could pre-set certain dialogs, or pre-schedule the release (for example Black Friday Intent - write it in July and settle it so be published in November automaticaly. Or that the dialog can say different stuff depending on the month or time of the year (in September its "Have a good day" - in December it could automatically change to "Have a nice christmas time").
What problems is the product solving and how is that benefiting you?
It helps us immensely to process customer inquiries faster
Recommendations to others considering the product:
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Zendesk Review
What do you like best about the product?
I really like that everything is within Zendesk. Especially when a campaign is working with a number of applications, it is nice for agents to be able to access all of those in one place through Zendesk.
What do you dislike about the product?
Sometimes when using Zendesk you will be signed out, as well as being signed out of the individual applications. This can be time consuming and cause issues with user interfaces.
What problems is the product solving and how is that benefiting you?
Everything is in one place. With newer agents that are not used to working from home or with multiple applications, Zendesk keeps everything nice, neat, and together.
Excellent ticketing management tool
What do you like best about the product?
Canal integration
Very intuitive
Easy to configurate
Very intuitive
Easy to configurate
What do you dislike about the product?
Some modules are now chargeable while they were free in the previous versions
What problems is the product solving and how is that benefiting you?
Customer complaints and inquiries management
Excellent opportunities for tailoring Zendesk to your companies own use-case.
What do you like best about the product?
Many ways to make Zendesk work to suit your company. Lots of articles on the website explain how to achieve this.
What do you dislike about the product?
Due to changes and upgrades over the years there seem to be some articles and comments that contradict other articles. This makes it very confusing in some cases. For example, Messaging and Chat articles are so similar it is difficult to know which one you need to read. There is some overlap between chat and messaging but the distinction in the articles isn't clear.
What problems is the product solving and how is that benefiting you?
Answer Bot and has just been added to our instance of Zendesk and I can see it is going to make a big difference to our customers who live in different time zones. They will get an automated reply with suggested articles and so could mean they don't need to wait until agents are available.
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