Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Head of Support
What do you like best about the product?
Europe based data storage is something not to be underrated during the times of data privacy topic being so burning.We could not risk stroing the data of our Users in servers based in places that do not comply with our values and regulartions.
What do you dislike about the product?
The transition has not been quite smooth - it would be nice to have it all communicated very clearly what is the benefit of Suite and how to fully make an advantage of it.
What problems is the product solving and how is that benefiting you?
We mostly cared about the localization of our data storage - wanted to move them as far as possible from the USA and bring them closer to Europe, knowing that choosing EU-based Data Centers made the Suite very attractive for us.
Zendesk provides a good, comprehensive support suite
What do you like best about the product?
There are a lot of built in features that just work. We used for our support folks and it provided a nice online chat feature, queue as well as all the case and admin features you would want.
What do you dislike about the product?
The price is a bit on the high side. You get what you pay for as it is a good product but if you have a large support team, it gets expensive so you should factor that into your decision.
What problems is the product solving and how is that benefiting you?
We needed a support component to provide customer service features to our customers using our web-based SaaS application. Zendesk was a good fit and met our needs.
The best ticketing system with a good support team
What do you like best about the product?
Zendesk onboarding is simple or easy even for beginners. The UI is clean and includes all the options that we need. And the support team is friendly and respond to questions within an hour in most cases. We can able to integrate with our website without any issues, and it's really simple. We can choose from hundreds of integrations and themes for the support center, and it's cool.
What do you dislike about the product?
The pricing is bit higher for mid-sized businesses when comparing to other platforms. Also, some features are disabled by default like reporting options. So, we have to ask the support team to enable those features everytime.
What problems is the product solving and how is that benefiting you?
We can able to offer our users a faster support, and one click SSO login. The ticketing system is simple, but have all the features that we need. We have been using Zendesk for more than 6 months, and had 0 issues so far.
Great Experience!
What do you like best about the product?
I had a great conversation with Travis from Zendesk. They gave a response time of 1-2 business days on a busy friday and I got response in less than an hour. Travis asked lots of questions to fully understand the issues I was facing and invited me on a call to walk me through the steps of changing features for our company. I very much appreciated the assistance as well as the enormous amount of support material on the Zendesk platform.
What do you dislike about the product?
Zendesk can be pretty intimidating due to the amount of customization. There will be a slight learning curve, but it has many benefits.
What problems is the product solving and how is that benefiting you?
We had an issue routing callers from a specific number to a particular subset of agents. This will significantly help us now that it is resolved.
Zendesk is user friendly and we can find the data in multiple ways.
What do you like best about the product?
Getting accurate data for all the tickets raised by customers and helping us to do route cause analysis for the same so that we can assist the customer accordingly. Zendesk is the perfect software for companies who directly deal with customer. The reminder feature is also good as it reminds us of our time to connect with the customers
What do you dislike about the product?
Customer-oriented company must use zendesk and I like the software, Although there are dislikes, the view can be made more user-friendly. Also in the customer feedback feature more option can be given as per department rating so that the customer can give accurate ratings for all the departments
What problems is the product solving and how is that benefiting you?
As said earlier, zendesk can be used to get the ticket generated for all the customers by just sending the email and the customer also get a chance to send the feedback about the resolution given.
Still exploring
What do you like best about the product?
Everything is gathered in the same interface, its easy to understand once you've gotten into it.
What do you dislike about the product?
The learning curve, it takes a while to get into it
What problems is the product solving and how is that benefiting you?
We can gather all types of customer interactions in the same interface despite which department we are in.
Good Support Ticket Management Tool
What do you like best about the product?
Ease of use for navigating Tickets and managing the Tickets. Good Automation and Trigger tools are available that allow less agent interaction and manual management of the Tickets and States.
What do you dislike about the product?
Sometimes the Spam Filters can not work well, and a lot of Spam Tickets can get past the filters an get Tickets Created in the System. This then requires manual deletion of the tickets and manually creating Triggers and Automations to manage and remove the Spam.
What problems is the product solving and how is that benefiting you?
Being able to Manage and Keep Track of Customer issues with our Product without letting any requests or emails through the cracks. It helps keep our responses to the Customers quick.
Very quick response time!
What do you like best about the product?
The fact that the team member (Gabbie) was able to figure out a solution to my issue in a matter of minutes is enough for me to recommend Zendesk Support Suite to just about anyone.
What do you dislike about the product?
The biggest downside to Zendesk as a whole, is the learning curve. It definitely takes a good amount of time for new users to get comfortable using the platform.
What problems is the product solving and how is that benefiting you?
While my company does in fact have it's own internal support team. Zendesk's Support Suite gives me direct access to a team that are experts on nothing but Zendesk!
Overall great with a few bumps in the road
What do you like best about the product?
The system is really great and has a lot of good functionality for supporting our customers and reporting on their experiences.
What do you dislike about the product?
The level of support you receive when you've run into issues. A lot of times your requests are met with a link to the Help Center.
What problems is the product solving and how is that benefiting you?
It's allowing customers to connect with us on chat and email.
Great tool to manage your supporttickets with a few shortcomings
What do you like best about the product?
Zendesk is a great tool to manage and control the Support tickets of our business.
There are a lot of tooling to suit our needs.
Also, the portal access for customers is very user-friendly.
Up-time is also very good. In 5 years, we only experienced a minor downtime of a few hours.
Last but not least, the Support from Zendesk is excellent. I always get an answer to the question within a day.
There are a lot of tooling to suit our needs.
Also, the portal access for customers is very user-friendly.
Up-time is also very good. In 5 years, we only experienced a minor downtime of a few hours.
Last but not least, the Support from Zendesk is excellent. I always get an answer to the question within a day.
What do you dislike about the product?
Since Zendesk has forcefully upgraded us to the 'Zendesk Agent Workspace', the layout is not optimized for e-mail-based support.
The newest ticket comments will be shown at the bottom of the screen.
There is (still) no option for changing the layout to put the latest comment on top.
When using triggers or automation, there is no option to comment on a ticket. Hope this feature will be added soon.
The newest ticket comments will be shown at the bottom of the screen.
There is (still) no option for changing the layout to put the latest comment on top.
When using triggers or automation, there is no option to comment on a ticket. Hope this feature will be added soon.
What problems is the product solving and how is that benefiting you?
We lacked a support tooling to effectively manage our support tickets.
Using Zendesk solved this issue. It is also great for creating knowledgebase content for customers.
Using Zendesk solved this issue. It is also great for creating knowledgebase content for customers.
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