Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Overall a great experience
What do you like best about the product?
I find it easy and intuitive to access and complete my tickets. I like the support for hotkeys as well.
What do you dislike about the product?
I dislike that I receive email notifications for every ticket and that I cannot change it without an administrator.
What problems is the product solving and how is that benefiting you?
Zendesk support suite allows me easy access to my ticket queue. The benefit is being able to serve my customer's needs more effectively.
Great for Small Teams!
What do you like best about the product?
Zendesk makes communicating with our customers easy and easy to track. The UX is better than I've found with other, similar programs. It is easy to store customer data, keep internal notes, and track tickets. The triggers and automations are a breeze and make the job of a small team much easier.
What do you dislike about the product?
One of the downsides for smaller teams is that some of the best features of Zendesk are for plans priced and built for larger teams. It would be great if that could be more accessible.
What problems is the product solving and how is that benefiting you?
Keeping track of customer inquiries, using macros to ensure everyone on the team can answer questions well, and using the knowledge base internally as additional staff support.
magnificent product
What do you like best about the product?
i like how is it easy to use and pefrect for customer feedback and relations
What do you dislike about the product?
sometimes it have bugs or it get slow , or the instant chat get laggy
What problems is the product solving and how is that benefiting you?
customer complaints and relations , feedbacks about our services
Flexible, Powerful, Our Favorite Tool
What do you like best about the product?
Zendesk allows your team to create a highly customizable and rapidly scalable support solution. We love it. My colleague and I took on the daunting task of bettering the flow of tickets and phone support at our medium-sized business. Zendesk's automation (the triggers, macros, etc.) allowed us to offload so many decision points in the flow to the user without overwhelming them. We used conditionals on our forms to automate a 'living' form that adapts to the ticket the user is trying to submit. Too, we're able to take the automation and fields we've created for one form and seamlessly apply it to another. We've gone from a confused user base to one that needs only one directive: "Put all support requests in the Zendesk form. Call if there's an emergency." Then Zendesk gets each request to the support engineers as required. Zendesk is alleviating frustration from our users and is giving our IT Team time to tackle bigger projects that will launch our company into the future.
What do you dislike about the product?
There are just a few tool features that could yet be improved in Zendesk. To be quite honest, from what I've seen thus far, I fully expect those improvements to be coming already. We're talking about very simple items like not being able to program a very specific function on a very specific automation element. Beyond this, we're so grateful for the time Zendesk has given us back that everything else pales. We love it.
What problems is the product solving and how is that benefiting you?
Zendesk is taking the ambiguity our of our user support requests/ticketing. We had a confused user base that didn't know where to submit a ticket - phone this person, phone that one, email here, email there - but after we took the time to set up a couple of Zendesk forms, we can tell everyone, "Put all support requests in the Zendesk form. Call if there's an emergency." This has given our Director of Information Systems and our lead Support Engineers an immense amount of time back. They no longer spend several emails back and forth diagnosing an issue before ever getting it to the required party. Also, our users are less hesitant to reach out for help.
Best support
What do you like best about the product?
Reports of insights are very helpful, especially when presenting to clients
What do you dislike about the product?
Latency sometimes when it comes to answering phones
What problems is the product solving and how is that benefiting you?
n/a
Easy process
What do you like best about the product?
I like that I was able to resolve my query via chat instantly instead of waiting for a response via an email
What do you dislike about the product?
No issues, the option to resolve via chat is always best
What problems is the product solving and how is that benefiting you?
We use Zendesk ticketing system to communicate with our clients. Now that I understand the issue I raised and how to resolve it going forward, we can communicate better with our clients
Incredibly fast, friendly, and efficient!
What do you like best about the product?
Their speed. I get answers almost instantaneously and it helps me repair, adjust, and move forward. This allows employee and customer satisfaction on our end.
What do you dislike about the product?
That if I have multiple help articles open and each one has a chat bubble, they don't all reflect the conversation I am having. I need to go back and find the page I was commenting on.
What problems is the product solving and how is that benefiting you?
Segmentation of the help center (guide). We have very specific knowledge veins that need to be represented and segmented. I was worried it was being done wrong and in turn the wrong customer could see the wrong information and act on it causing a chain reaction.
Perfect for my workflow
What do you like best about the product?
Zendesk is an intuitive and reliable way to prioritize and investigate support issues.
What do you dislike about the product?
In my experience, Zendesk is customizable to the point that anything I dislike can usually be adjusted to better suite my workflow.
What problems is the product solving and how is that benefiting you?
Any support team with high volumes needs a great platform for organizing and tracking. Zendesk does this seamlessly.
excellent assistance and support
What do you like best about the product?
What I like the most about having commercial ties with Zendesk is the assistance, the support and the clarity of their processes.
According to experience, the response of competitors is not as agile, and the support service is slow and less efficient.
According to experience, the response of competitors is not as agile, and the support service is slow and less efficient.
What do you dislike about the product?
What I didn't like is that due to the continuous changes in Meta's applications, processes have to be reevaluated and everything has to be rethought in a reactive way.
What problems is the product solving and how is that benefiting you?
Whenever a conuslta is made, the team is always available to solve it and to do it in the shortest possible time and with all possible speed.
It helps us to have an agile and timely response with our final customer, which translates into satisfaction with the service.
It helps us to have an agile and timely response with our final customer, which translates into satisfaction with the service.
Very good product with nice features
What do you like best about the product?
Agents can easily find knowledgebase articles and solve tickets
What do you dislike about the product?
Occationally the interface does not update fast enough and new tickets are not shown to agents immediately.
Faster update time in the interface would help
Faster update time in the interface would help
What problems is the product solving and how is that benefiting you?
Statistics on opur customer support. we have THE fastest support in the governmental area, due to using zendesk. We are so proud of our results from this tool.
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