Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Zendesk is the best tool for any support team. We love it!
What do you like best about the product?
The ease of managing views, looking over a history of conversations, and managing SLA's and ratings for overall input in the ticketing system.
I've used SalesForce and Gorgias, and Zendesk is the most diverse when it comes to the type of users it can serve, it is not only e-commerce or only sales, it's everything!
I've used SalesForce and Gorgias, and Zendesk is the most diverse when it comes to the type of users it can serve, it is not only e-commerce or only sales, it's everything!
What do you dislike about the product?
It would be good that the User notes in the Agent workspace are related to the domain of the user (the company domain) rather than a specific user from that company. We are B2B business and we deal with different users from the same company, so leaving a user note in a ticket, does not help us when some other user contacts us, we would need to input another same note to have consistency.
What problems is the product solving and how is that benefiting you?
We wanted to solve the response time, and SLA is helping us manage that and get on top of the priority tickets. This is beneficial to us as it improved the customer's satisfaction.
Chat issues
What do you like best about the product?
The response has been very quick and helpful.
I liked that they provided screenshots to make it more visual.
I liked that they provided screenshots to make it more visual.
What do you dislike about the product?
Actually nothing, the rep was friendly and knowledgeable
What problems is the product solving and how is that benefiting you?
It helps to get quick tech and ops support without having to send hundreds of emails.
Great software and support
What do you like best about the product?
I like the fact that I can easily see all tickets submitted by a user or org.
What do you dislike about the product?
I would like more control over the knowledge guide section as far as formatting the pages.
What problems is the product solving and how is that benefiting you?
Automation of reporting. I will not need to manually create weekly reports
Efficient and easy support
What do you like best about the product?
from the Automated responses that offered insightful tips to the prompt response time of the agent, my experience with Zendesk support was excellent!
What do you dislike about the product?
I have no negative feedback based on my experience
What problems is the product solving and how is that benefiting you?
Native Spell check within Zendesk. The answers on how to intigrate a extension spellcheck, like Grammerly, were great and very useful.
Zendesk makes Customer Service a walk in the park
What do you like best about the product?
The ability to manage and prioritise my customers tickets and the ease of use in managing it all. It makes customer conversations comfortable and natural.
What do you dislike about the product?
Because it is so open and free to use in its approach to access and functionality - it can cause new users to sometimes be inundated with so many options that it seems like a massive platform.
What problems is the product solving and how is that benefiting you?
Our Business to Customer interactions are faster and more efficient
Zendesk Experience
What do you like best about the product?
I love the user experience! Easy ways to create tickets, merge, and search.
What do you dislike about the product?
The chat box constantly pops up when I don't use it.
What problems is the product solving and how is that benefiting you?
It's able to keep our reported issues trackable.
Industry Leader
What do you like best about the product?
I like the ease of use of ZD and the team is helpful when needed.
What do you dislike about the product?
Like any product, it has its quirks which will be different for each company and user.
What problems is the product solving and how is that benefiting you?
Support ticketing and knowledge base
To the Point Support
What do you like best about the product?
Easy, intuitive interface for tracking and archiving IT solutions. Easy to communicate with End Users.
What do you dislike about the product?
I don't have many dislikes. Some of the Admin procedures are a bit nebulous but not hindering work.
What problems is the product solving and how is that benefiting you?
IT Support. Users submit an email and our team receives email and works / follows it to resolution.
Helpful and competent support.
What do you like best about the product?
In the environment in which I work, where I also support my clients, I value agility and efficiency. This is what Zendesk Support can offer me.
In the old supplier of a solution that we used before, they didn't have that agility... and they still serve me in the language I need!
In the old supplier of a solution that we used before, they didn't have that agility... and they still serve me in the language I need!
What do you dislike about the product?
I currently have no complaints about the service.
As requests I made, they were all answered.
Keeping the form of delivery that is carried out today.
Mainly in platform solutions. Solutions that add value to the day-to-day operations.
As requests I made, they were all answered.
Keeping the form of delivery that is carried out today.
Mainly in platform solutions. Solutions that add value to the day-to-day operations.
What problems is the product solving and how is that benefiting you?
Integrations with applications, various automations, triggers and others.
This benefits me, as I mentioned in the previous question, in the operation we have, that is, we let the tool work for us.
This benefits me, as I mentioned in the previous question, in the operation we have, that is, we let the tool work for us.
Quick Support for quick support
What do you like best about the product?
What I find most helpful is being able to access and respond to my users help desk tickets in a timely fashion. Zendesk also helps keep track of my time management and if I do have a question about the Zendesk tools help is easily available and quick. We've been using Zendesk for a few years now and I can't remember what it was like before we started using it!
What do you dislike about the product?
I haven't found any downsides - maybe I'm not looking hard enough!
What problems is the product solving and how is that benefiting you?
Most times it's all about having users issues/problems/questions in one place and we are able to determine which group gets to assist.
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