Zendesk Suite
ZendeskExternal reviews
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Effortless Customer Support
What do you like best about the product?
Easy to use.
Auto reply feature to the customers.
Convenience for both customers and support agents.
Auto reply feature to the customers.
Convenience for both customers and support agents.
What do you dislike about the product?
The cost is a little bit high to use Zendesk.
Complex to set up.
Complex to set up.
What problems is the product solving and how is that benefiting you?
It helps to manage the tickets regarding issues which are reported by the customers and it really helps when there is needed to talk with customers on call.
Its auto-reply feature to the customers and auto-generating ticket feature save a lot of time.
Its auto-reply feature to the customers and auto-generating ticket feature save a lot of time.
Empowering Support Teams
What do you like best about the product?
Live chat feature with clients.
Easy to use.
Auto reply feature of the Zendesk.
Phone call option.
Easy to use.
Auto reply feature of the Zendesk.
Phone call option.
What do you dislike about the product?
Complex to set up for the first time.
Its cost is high.
Its cost is high.
What problems is the product solving and how is that benefiting you?
It helps to chat with customers and streamline the support process for the team.
Auto reply feature is very beneficial and auto generating the ticket for the customer in case of unavailability of the team.
Auto reply feature is very beneficial and auto generating the ticket for the customer in case of unavailability of the team.
Best customer support tool
What do you like best about the product?
Helpdesk, chatbot and Analytic are the best
What do you dislike about the product?
New feature customization is not available on spot or for any deadline
What problems is the product solving and how is that benefiting you?
It is solving to streamline the complete support team, with the best performance outcomes
Most amazing part is analytics where you can know and track individuals performance
Most amazing part is analytics where you can know and track individuals performance
So far so good, but we are still working on implementation.
What do you like best about the product?
Organization and prioritization of work in one consistent place, instead of individual emloyee's private emails.
What do you dislike about the product?
Change. Change is always hard and breaking habits ato utilize something that will ultimately make us more efficient has been the biggest hurdle to overcome.
What problems is the product solving and how is that benefiting you?
One consistent location to work out of instead of individual employee's personal/private emails.
An All-in-one Solution for Customer Service Needs
What do you like best about the product?
Zendesk Support Suite eradicated email communication hassle replacing with multiple omnichannel experiences from SMS to live chat when offering customer support.
What do you dislike about the product?
It has a free trial version, but it lacks freemium plan. Also, Suite Team plan doesn't support self-service customer portal.
What problems is the product solving and how is that benefiting you?
It saves time via AI-powered automated answers which keep customers engaged and het the help they need even when all our agents are busy.
Very useful and dynamic
What do you like best about the product?
Very useful and dynamic, bringing us holistic insights about operation.
What do you dislike about the product?
A lot of bugs and lack of integration issues (WFM tools for example).
What problems is the product solving and how is that benefiting you?
Easy to deal with, specially with automation macros, we are effectively reponding messages to costumers.
Streamlined (multiple in 1) customer support/ticketing system
What do you like best about the product?
I like that this product provides multiple features,including the articles, ticketing, chatbot and integration with other systems.
What do you dislike about the product?
We have a certain seats available within our package/contract. I hope Zendesk could offer flexible packages to add 1 or more seats at a factional cost.
What problems is the product solving and how is that benefiting you?
We used to have only an inbox by Outlook and we were creating rules to sort all kinds of request and had to copy and paste answers for every request. Zendesk is a helpdesk can sort tickets categories by keywords and provide automatic response to direct people to self servce by reading our articles. Also I like the macros to use for multiple/many tickets.
Start Up To Stabilize
What do you like best about the product?
Omnichannel support; traditional and digital channel solution and integration.
Ease of operation regardless of level.
Ease of operation regardless of level.
What do you dislike about the product?
Quite a lot of data points are not interpreted holistically on Explore/Analytics.
Non-basic configurations can be a hassle sometimes.
Level of support is inconsistent; acknowledgment is okay, follow-throughs are challenging.
Non-basic configurations can be a hassle sometimes.
Level of support is inconsistent; acknowledgment is okay, follow-throughs are challenging.
What problems is the product solving and how is that benefiting you?
Traditional and digital channel into one space/unified platform.
Self-serve, volume deflection.
Self-serve, volume deflection.
Effective customer experience through Zendesk ticketing platform.
What do you like best about the product?
With Zendesk Support Suite, our support agents are able to effectively reply to customer queries and able to see their pain points. With the recent additional of Ai, we are also able to trim down duration on handling tickets as ticket summaries are now available.
What do you dislike about the product?
Some settings would need some tech intervention.
What problems is the product solving and how is that benefiting you?
As we have grown our presence into a few more markets across globally, we need to deploy a robust solution whereby agents can easily reply to customer inquiries and additionally on T&Q side be able to manage FAQs effectively - that's where Zendesk is helping us.
Zendesk has improved our CSAT and NPS
What do you like best about the product?
1. Chat, Call, Customization, and easy masking of PI and PII.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
What do you dislike about the product?
1. Better integration of Client documentation or client knowledge base so Level 1 can be easily deflected.
2. A better way to identify multiple people's efforts on a ticket.
2. A better way to identify multiple people's efforts on a ticket.
What problems is the product solving and how is that benefiting you?
1. We use Zendesk to help customers log support tickets and it is the first step of communication for our customers for any product-related queries.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
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