Zendesk Suite
ZendeskExternal reviews
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Always available in a pinch!
What do you like best about the product?
Zendesk is the lifeblood of our customer support system, and anytime there we have a question or any difficulty, it's always easy to get someone from support to help us get it resolved quickly.
What do you dislike about the product?
Many of the wonderful features provided by Zendesk assume that the companies using Zendesk have a more robust staff, thereby making some tools not flexible enough to be tailored to our needs.
What problems is the product solving and how is that benefiting you?
It keeps all of our customer communication organized, provides ways of visualizing what they are saying to us, and enables us to take both corrective and proactive actions.
Good and fast service.
What do you like best about the product?
Easy to use, quite intuitive, the community is large so one can find all the needed info fast.
What do you dislike about the product?
All is good. There is nothing to dislike here. If plan A doesn't work, there is always plan B available.
What problems is the product solving and how is that benefiting you?
Customer support issues, integration issues, spam, etc.
Helping me help others
What do you like best about the product?
I appreciate the meaningful opportunities Zendesk provides me for engaging with my customers and assisting with their support needs. I also appreciate how valued and attended to I feel as Zendesk's customer when I reach out for support as an agent.
What do you dislike about the product?
N/A; I really have enjoyed my experience working with them thus far.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps my colleagues and me to track support tickets received by our customers, engaging with them often and providing helpful links to our company's Solution Center effortlessly using their knowledge capture feature.
Zendesk Support Quick and Responsive
What do you like best about the product?
Web integration and quick installation to website
What do you dislike about the product?
Some integration issues, particularly between sell and support
What problems is the product solving and how is that benefiting you?
Quick way to visit with our customers who don't want to get on the phone
Email Support Needed
What do you like best about the product?
I like that the support was quickly provided.
What do you dislike about the product?
It was slightly confusing to get to an agent. I needed to talk to a bot first.
What problems is the product solving and how is that benefiting you?
They provided guidance on an email issue I was having.
Simple, clear and comprehensive
What do you like best about the product?
I love how Zendesk can be fine-tuned to suit the user's needs. The flexibility that Zendesk provides allows one to organise customer requests in a clear and legible fashion.
What do you dislike about the product?
A find that the reporting and admin sections within Zendesk can be hard to navigate and use from time to time. Also when updates are made to the system in regard to certain functionalities, it feels as though the changes are implemented with no notification, which tends to make things confusing for a short period of time.
It would be great if there could be an undo function implemented that allows the user to delete and undo the sending of an email when a mistake is made. Gmail has this feature and I would love to see this in Zendesk!
It would be great if there could be an undo function implemented that allows the user to delete and undo the sending of an email when a mistake is made. Gmail has this feature and I would love to see this in Zendesk!
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to organise our customer care requests in a very efficient and clear way, which in turn enables us to prioritise tickets and respond to our user base in a timely and effective manner.
It has been an amazing experience so far.
What do you like best about the product?
The Zendesk options are a lot easy to understand or follow so even a new joining member of the team would be able to pick up and learn it faster.
What do you dislike about the product?
Nothing as such. As explained all options are easy to understand.
What problems is the product solving and how is that benefiting you?
To name a few :
Allows customers to reach out to us for any product related issues.
Allows users to explore various knowledgebase articles available to them for resolving any known issues.
Analytics on historical data helps in making operational decision.
Allows customers to reach out to us for any product related issues.
Allows users to explore various knowledgebase articles available to them for resolving any known issues.
Analytics on historical data helps in making operational decision.
Jongun solved my issue with satisfaction!
What do you like best about the product?
I got a fast response from a ZenDesk Support agent named Jongun. The response contained some known problems and FAQ’s. But in the meanwhile, my original request was solved. It was remarkable that I received another email in which they asked if my problem was solved. Thumbs up for this follow-up!
What do you dislike about the product?
I didn't receive a real-time chat when I had the question, so the system suggested waiting for a human touch. Luckily, I didn't wait so long to receive feedback from the human agent.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us collect customers’ requests/queries, and we can deal with them in one place. This system allows our company to provide support and handle more than one ticket at a time, improving efficiency.
Fast, easy, helpful
What do you like best about the product?
The chat function is great because you get an instant response
What do you dislike about the product?
The word limit on the first chat message is annoying, it's not enough
What problems is the product solving and how is that benefiting you?
I had a query regarding Zendesk Explore. It's helped me with my reporting
Quick, effective, and efficient
What do you like best about the product?
Easy to use and highly customizable to set up the way your business needs. Easy to navigate, and sort new tickets into categories with reports to show you how efficient you and your team are.
What do you dislike about the product?
They recently changed their report system and an option we used is now behind the paywall which is not great, but otherwise no complaints.
What problems is the product solving and how is that benefiting you?
It is making sorting our emails easy and seamless, removing spam messages and making it easy to find any past correspondence with our customers.
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