Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Fully-featured platform with great support
What do you like best about the product?
Fantastic integration with call provider, knowledgebase and ticketing system. The "customer overview" panel gives great insights as to what the customer has already tried, previous tickets, phone call recordings and self-help articles they've viewed in the knowledgebase.
What do you dislike about the product?
Initially, it was tricky to find out how to contact support and I didn't really like the idea of using a 'chatbot' for this - but it ended up working OK and they solved my query.
What problems is the product solving and how is that benefiting you?
Zendesk gives us a single customer view and a single source of truth from a support and reporting point of view. This means less time taken to solve tickets, as we can see what they've already tried - and tie that in with previous issues they may have been experiencing.
The top-tier CRM
What do you like best about the product?
It's most helpful to have integrated support channels. I can help customers across chat, email, and phone without having to go digging for info on previous tickets or calls. They also have a very in-depth support guide so you can help yourself. If you do find yourself needing to speak with someone, the response is always prompt and thorough!
What do you dislike about the product?
It would be better if we needed fewer apps to integrate small details and instead had more built-in functionality. If you want to set up chat triggers to send proactive messages on your site, you can't do that without disrupting the mobile site completely - the overlay popup makes the site unuseable on mobile until the chat is engaged with or dismissed, which is a huge miss.
What problems is the product solving and how is that benefiting you?
It allows us to easily reach out to our customers across a variety of channels and makes it so our assistance is as seamless as possible. Having the ability to be proactive is always better than reactive.
a very beautiful experience
What do you like best about the product?
its fluidity, its interface, the integration or cloning of the latter into the application
What do you dislike about the product?
the observed bugs, too many triggers, no ticket assignment
What problems is the product solving and how is that benefiting you?
traceability with respect to the agents, followed in real time
Zendesk makes support easy
What do you like best about the product?
Being able to pull up metrics without having to set up complicated dashboards is a great feature in Zendesk. Along with this, the customization of all modules inside a dashboard has been able to provide the right metrics to the right people.
What do you dislike about the product?
Sometimes it takes anywhere from 5-15 minutes from applying a change on the backend in a form or field for it to show on the Agent's view on the front end. This can be annoying when trying to make running changes and testing them.
What problems is the product solving and how is that benefiting you?
Zendesk is becoming a prevalent part of our support ecosystem. Being able to easily check in on tickets from a higher overview is what we are needing after making the change to not work out of support inboxes.
Quick and Effective Support from Zendesk
What do you like best about the product?
They are quick in replying to queries/support requests.
What do you dislike about the product?
While logging in a request in the chatbot for the first time, there is a word limit. Sometimes, it is not possible to express the problem in that word limit.
What problems is the product solving and how is that benefiting you?
Whenever any technical or Admin related issue occurs, Zendesk Support Suite is the best place to go to resolve that.
Zendesk MS Teams integration
What do you like best about the product?
Support agent was very professional. Second reply was a bit slow but that was because agent was sick. Problem got then solved fast.
What do you dislike about the product?
Some replies takes a bit long to answer. Everything else works fine.
What problems is the product solving and how is that benefiting you?
Customer support, Billing and agent work times.
A full featured support suite
What do you like best about the product?
Zendesk allows you to customise the product to look like your company branding. We used to rely on Teams and emails for IT help requests. Having Zendesk has revolutionised how we engage with our internal customers. It makes life so much simpler to keep track of who needs help.
What do you dislike about the product?
Because it is so powerful, it can feel a little overwhelming when you first log on. Spend time looking at the help; once you get used to it, it's very simple. Better integration with Teams would be helpful.
What problems is the product solving and how is that benefiting you?
We have a company of 200 staff without any IT ticketing system in place. This meant users could not track their requests and IT could quickly become overwhelmed by responses coming in from different channels.
A great unified tool
What do you like best about the product?
Using Zendesk has allowed to combine multiple existing tools into one provider. This has allowed us to increase the efficiency of support agents and cut costs across multiple platforms. The ongoing development and updates to the platform have shown their commitment to creating a great customer service tool.
What do you dislike about the product?
Zendesk does have a fairly steep learning curve, especially if you are intending to manage this internally. However using the training resources and support articles there is typically always an answer to any question.
What problems is the product solving and how is that benefiting you?
Previously we were managing multiple different tools with no unified system to tie out customer conversations together. Combining everything into Zendesk has allowed us to get a unified vie of our customers and how we can assist them.
a very good experience with
What do you like best about the product?
its interface, customer relationship, the tickets
What do you dislike about the product?
many triggers I can't handle anymore, the closing of tickets, real-time assistance
What problems is the product solving and how is that benefiting you?
traceability, the tracking of complaints
excellent experience
What do you like best about the product?
customer relationship ticket assignment instant chat, support box integration
What do you dislike about the product?
the triggers, the bug observed from the closing of the tickets
What problems is the product solving and how is that benefiting you?
ticket assignment, real-time chat traceability
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