Zendesk Suite
ZendeskExternal reviews
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Very complex to integrate
What do you like best about the product?
It has a robust suite of APIs to manage support tickets.
What do you dislike about the product?
It's too complex and the developer documentation + community isn't very helpful
What problems is the product solving and how is that benefiting you?
At the time, Zendesk support suite was supposed to help us seamlessly and totally automate our support system. We switched to Intercom because of it's unfriendly UI and also because it was simply too complex to set up
Good software that solves most issues
What do you like best about the product?
Easy to get started
Lots of capabilities
Scales nicely with the org
Lots of capabilities
Scales nicely with the org
What do you dislike about the product?
Sometimes a little challenging to figure out where specific features are located.
Getting integrations into backend systems more easily would be awesome.
Getting integrations into backend systems more easily would be awesome.
What problems is the product solving and how is that benefiting you?
All customer support interactions + knowledge center
Great tool for tracking tickets and keeping all info in one place
What do you like best about the product?
That email and phone calls are all tracked in one place. Makes it easy to go through old tickets and see a complete timeline
What do you dislike about the product?
We've had issues with time zones - if our customer, agent, and headquarters are in three different areas, it's been tracking events in all three time zones, vs from where the person is logging in from. Can easily get confusing when trying to understand timelines
What problems is the product solving and how is that benefiting you?
Hosting our training portal, platform for customers to submit tickets, keeping track of tickets
Great product, not so great support
What do you like best about the product?
Zendesk is the superior platform for customer support in my opinion. Just works great and has everything you need to provide good customer support.
It was easy for us to move to Zendesk, and our support agents are very happy using this support platform. It provides a much better overview, a great and user-friendly interface and a high level of customization for automation, which I really enjoy.
It has been a bit of a hurdle to integrate with Salesforce where we have all of our customer information, but we got there in the end.
It was easy for us to move to Zendesk, and our support agents are very happy using this support platform. It provides a much better overview, a great and user-friendly interface and a high level of customization for automation, which I really enjoy.
It has been a bit of a hurdle to integrate with Salesforce where we have all of our customer information, but we got there in the end.
What do you dislike about the product?
The fact that statistics now is its own product (Zendesk Explore) bugs me a little bit. On top of that, funnily enough, I really do not have a great experience with Zendesk's own support. They made it impossible to contact them through email, so you have to submit a ticket via chat, which is a very frustrating process, having to answer a bunch of automated questions before you can write your message.
We just returned to Zendesk after a few years of using another platform. We are happy to be back, but I was surprised to see the decrease in their own support quality.
We just returned to Zendesk after a few years of using another platform. We are happy to be back, but I was surprised to see the decrease in their own support quality.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to deliver high-quality support to our customers (SaaS company). The platform does a great job at delivering a good overview and viewing previous support history for users/accounts. Has a ton of integrations and add-ons and a high level of customization. At the end of the day, Zendesk allows our support team to be as efficient as possible while also providing a good experience for customers.
Excellent experience
What do you like best about the product?
Ultimate AI impresses across the board. Its intuitive interface ensures ease of use, while implementation is seamless. Exceptional support from the team and the key account manager enhances the overall experience. With versatile features and effortless integration, it's a reliable choice for building a chatbot to help you with your day-to-day tasks and ease your customer support team. We use it daily for all of our client chats.
What do you dislike about the product?
We haven't encountered any issues so far.
What problems is the product solving and how is that benefiting you?
The chat bot joined our support team as a virtual assistant. Thanks to the integration with Ultimate AI, our chatbot is able to provide first-level support to the users of our app, by answering frequent questions and handling simple and repetitive cases.
Our bot Vicky eases our team by providing assistance to the clients with basic inquiries and gathering information and passing it onto our team for a detailed review.
Our bot Vicky eases our team by providing assistance to the clients with basic inquiries and gathering information and passing it onto our team for a detailed review.
good product, needs to be managed.
What do you like best about the product?
Ease of use. plugins, and flex, and popular product.
What do you dislike about the product?
if you're looking for a system that will give you everything out of the box, this isn't it, needs to be masssaged and customized.
What problems is the product solving and how is that benefiting you?
ease of use, tech teams like it.
ZenDesk Support
What do you like best about the product?
Easy to keep track of customer support issues for our hundreds of customers. Easily integrates with our other CRM's for seamless support
What do you dislike about the product?
Some of the more in depth featurse can be difficult to learn on the fly.
What problems is the product solving and how is that benefiting you?
Our ability to create support tickets and assign tasks for assisting a customer through a problem or complaint. The ability to update from ticket 'open ' to 'pending' to 'solved" has been beneficial.
Innovative and enhance CX
What do you like best about the product?
intuitive implementation, maintenance, and customization based on your business.
What do you dislike about the product?
Timeline of releasing new features that are prioritiesd by other new features.
What problems is the product solving and how is that benefiting you?
Repetitive questions of customers
Maximizing Efficiency and Satisfaction: A Review of Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite's seamless omnichannel integration and robust ticketing system have greatly improved our customer service efficiency, while its advanced analytics tools are instrumental in enhancing team performance and strategy. The intuitive interface makes it easy for our team to track, prioritize, and resolve issues, boosting overall customer satisfaction.
What do you dislike about the product?
I find Zendesk Support Suite to be quite expensive, especially since it lacks a free plan, and the customization options are somewhat limited, making it challenging to tailor to our specific needs. Additionally, while it offers some basic collaboration tools, my team and I often struggle with smooth internal communication, and we usually need help from Zendesk's customer support to learn new features.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has effectively streamlined our internal helpdesk operations, providing a centralized platform for managing and resolving issues related to our ERP system, which has significantly improved resolution times and IT efficiency. By offering a cohesive ticketing system and easy-to-navigate user interface, it's helping us to minimize downtime and enhance productivity across departments.
great product
What do you like best about the product?
The ease of use when setting everything up for the first time and the chat support while in the trial period.
What do you dislike about the product?
Support tickets don't have the fastest responses some days but nothing major.
What problems is the product solving and how is that benefiting you?
managing internal user issues with big erp and office 365 applications
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