Zendesk Suite
ZendeskExternal reviews
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Extra Ordinary User Experience
What do you like best about the product?
Zendesk Support allows all the necessary features with an easy-to-learn interface in order to work on the cases or Customer Support System. Zendesk enables its users with various features like Follow up reminders, Integration with other apps, and creating related tickets for internal teams for further actions and efficient followup on ongoing cases.
What do you dislike about the product?
I really don't think of any such options or features on Zendesk as all the features and options I have used till now are very useful and I believe that those features are included in the list after a lot of research and user feedback.
What problems is the product solving and how is that benefiting you?
As there are a lot of internal dependencies while resolving day-to-day grievances received from Paid customers, Zendesk empowers its users to easily keep a track of ongoing cases and their progress over them. Also, creating and managing 'Views' is another extraordinary feature in order to segregate your data as per the requirement of the time.
Refferal
What do you like best about the product?
i will recommend zendesk for friend or colleague because i have good experience, good service
if we have obstacle the account full helping
if we have obstacle the account full helping
What do you dislike about the product?
related to payment, maybe it can be changed according to the country and not always using dollars
What problems is the product solving and how is that benefiting you?
about trigger, integration they complete help until solve
and we can work so properly
and we can work so properly
Fun, insightful and inclusive
What do you like best about the product?
From start to finish we felt immediately that we were able to build a succesfull bot even though we were all new within this topic. The support was always available and we could ask questions at any time of the day. Ultimate felt eventually like an extension of felyx rather than an external partner.
What do you dislike about the product?
To Ultimate itself there were no downsides to be fair. The only issue was the integration with SunCo and the lack of their response, it would have been great to have had someone from Ultimate take charge at that time and helped there to fasten up the process.
What problems is the product solving and how is that benefiting you?
The high amount of chats we get on a daily base is now covered first by the bot so the issues can be shifted and agents immediately see what issue the customer experiences. Which helps them so much!
Most complete CRM tool
What do you like best about the product?
Zendesk is the most complete CRM tool I've ever seen, both for its variety of integrations with other platforms and for its complete business rules and infinite configuration possibilities.
What do you dislike about the product?
It still lacks some more complete features for chat like first response SLA for example.
The automations interface is still very old and visually outdated compared to the rest of the features, making it even a little uncomfortable to use.
The automations interface is still very old and visually outdated compared to the rest of the features, making it even a little uncomfortable to use.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of the company that I work for, mainly in customer service, efficiently and quickly, making the ticket resolution rate always close to 100%
Intuitive and highly customizable
What do you like best about the product?
Very easy to use but can also be customized to suite your company's needs
What do you dislike about the product?
Communication history can sometimes get extensive. It would be nice to see only the most recent response from each email, not the growing thread.
What problems is the product solving and how is that benefiting you?
The Support Suite helps us track responses to customers and communicate seamlessly with our Sales team.
Great, robust, well-supported, versatile
What do you like best about the product?
Everything we need, all in one place. The Zendesk team has been fantastic. Whether providing technical support, helping to workshop ideas, connecting us with partners, no complaints!
What do you dislike about the product?
Zendesk is an incredibly complex tool. Despite the excellent documentation, support and constant improvement, it is still difficult for the uninitiated to grasp all that it can do. This can make it difficult to sell new functionality to business leaders.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to consolidate information and tools in one place. The interface is intuitive and the tools are powerful. We have seen a tremendous improvement in efficiency and effectiveness of our staff, which can be directly attributed to Zendesk.
Some of The Best Support You'll Find
What do you like best about the product?
The support team went above and beyond to help us get our account working. Even with few details on the information needed to access the account and despite the fact that it had been lying dormant the team helped get the account up and running. Kudos guys!
What do you dislike about the product?
- Built for larger enterprises
- There are cheaper options out there
- More complicated to set up and manage than a lot of the fresher suites in the market
- A little expensive compared to competitors
- There are cheaper options out there
- More complicated to set up and manage than a lot of the fresher suites in the market
- A little expensive compared to competitors
What problems is the product solving and how is that benefiting you?
We needed a platform to solve user queries in an agent-assisted + self-help medium, and Zendesk Support Suite allows us to do both on one platform. Still need to check whether Zendesk has a chat option for clients.
Easy CX Tool to Manage and Setup
What do you like best about the product?
ZenDesk's strong points are that it's easy to setup without requiring detailed technical knowledge or IT support to configure. If you're a manager for a team that requires Support Suite, you'll be able to set it up on your own by going through the documentation.
What do you dislike about the product?
Because of ZenDesk's low-code approach to setting up the tool, there can be times where you can't configure ZenDesk exactly as how you want. But that is a small thing compared to the pros of this software.
What problems is the product solving and how is that benefiting you?
Support Suite is helping us to better manage our variety of customer requests in a streamlined and automated way. This has allowed better tracking of our staff's performance and staffing needs as our business scales.
Great platform for support needs
What do you like best about the product?
I've used Zendesk for quite some time, and one of the things I like the most is how versatile it is. It can be used by various teams, each with its own set of SLAs, schedules, and forms. The system can easily be configured to meet your requirements and updated as those requirements change to meet any new needs. They provide full reporting functionality right out of the box, with the ability to create customized reporting with an easy-to-use interface. You can also configure a fully functional help center with support articles that can be segmented based on user and agent attributes.
What do you dislike about the product?
There are a few quirks, like moving an agent from one group to another, that will cause all tickets assigned to that agent to be reassigned back to the original group, along with some features like round-robin ticket assignments that you have to find 3rd party apps from the market place to support.
What problems is the product solving and how is that benefiting you?
We use Zendesk to help track support request trends and future staffing needs basing on previous years. We can automate round-robin ticket routing with a third-party app to our various support teams and monitor our interactions.
Zendesk is the King of Customer Support Platforms
What do you like best about the product?
Zendesk Support Suite makes it easy to communicate with customers efficiently and professionally. It also allows us to report on much-needed data from our tickets. The triggers and automation capabilities save us hours of work everyday.
What do you dislike about the product?
A downside would be a lack of planning when implementing new features. The new features are excellent, but sometimes gaps in the new features can cause setbacks.
What problems is the product solving and how is that benefiting you?
Zendesk just implemented a new custom statuses feature which has simplified our workflows immensely! Now they are working on implementing custom statuses based on groups which will further streamline our agent experience.
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