Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Chatbots made easy
What do you like best about the product?
Flexibility and range of options in building intents in great. I try to make use of most of the available features in order to offer the best experience to our customers. API integration is working fantastic and helps us provide great support. Collaboration with the team is also great - really appreciate the support received.
What do you dislike about the product?
From a user perspective I am really looking forward to the opportunity to work on integrations without the need to involve other departments (devs). I'd also love to be able to reduce some manual work in creating or edititng intents by having the option to use some presets / clipboards with frequently used message structures.
What problems is the product solving and how is that benefiting you?
Removing repetitive questions from reaching our Customer Support agents and handling conversations where no agent interaction is needed while also collecting information from the clients before escalating chats in order to reduce the interaction time of the agent.
Great product and good support
What do you like best about the product?
The ease of integrating multiple chat platforms, email, WhatsApp, widgets etc... into one easy to use system, which makes it easy to collaborate with your team (through side conversations) and your customers. Being able to solve tickets with a few clicks saves time and energy, making it possible to decrease the amount of people needed to provide customer care. The support provided by the Zendesk team is generally good with a good response time.
What do you dislike about the product?
Customer identifiers are set by email only. If your client base is largely through social messaging and not email, it becomes a little tedious to keep linking social messaging profiles in new tickets to the email profile of a client.
What problems is the product solving and how is that benefiting you?
As a non-profit with multiple digital innovations, Zendesk helps us solve technical difficulties or questions that arise from our users, enabling them to continue working in the field to assist our beneficiaries.
5 years of zendesk and couldnt be happier!
What do you like best about the product?
Zendesk is the easiest support suite to set up in my experience. We have been using it for over 5 years and most of that time I have been in charge of the setup. Everything from groups, to triggers, to the user interface, is all very thought out and logical to use. We use it both for customer-facing and internal support.
Zendesk's support to us as a business is also phenomenal.
Zendesk's support to us as a business is also phenomenal.
What do you dislike about the product?
There is of course always things that can be better. In particular more control of the triggers and more options there would be both super cool and super useful. We sometimes encounter things that we cant do, but more often than not its something we can work around or that we don't actually need.
What problems is the product solving and how is that benefiting you?
Zendesk helps us help our customers. When they have an issue they come to us and most of the time we can fix it completely from within Zendesk (with the help of our custom app). It also helps us keep our internal IT support organized.
quick and easy. with effective results
What do you like best about the product?
The immediate response I receive at any time of the day
What do you dislike about the product?
I honestly can say I haven't dealt with anything on Zendesk support that I dislike
What problems is the product solving and how is that benefiting you?
it is an amazing tool that helps me centralize all my user queries in one place
help us save cost and improve productivity
What do you like best about the product?
Collaboration among colleagues and customers. It is very convenient to share the ticket and collaborate to solve customer problems. Moreover, it is very convenient to collaboarate with third parties via side conversation.
What do you dislike about the product?
cannot set up a complicated workflow for the case that the customer request is a bit complex. Another thing is to integrate with Chabot, as we need to pay for Sunshine conversation. The cost is very high.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to solve bottlenecks issues and performance tracking. It also helps us on automate the tasks while we do not need human to setup or assign the tasks to other colleagues.
Everything in one place
What do you like best about the product?
Changing from a telephone based support system with limited reporting to ZenDesk which is multi-channel and data rich allows us to make better decisions about how we strucutre our support team
What do you dislike about the product?
The way the automated customer feedback system works means that it is prone to a lot of false negatives.
This drives our support team nuts as they are very proud of their very high scores
This drives our support team nuts as they are very proud of their very high scores
What problems is the product solving and how is that benefiting you?
We have taken our phone based support system and a separate email based support system and replaced them both with Zendesk.
Everything is in one place, and we have other channels in play too including chat and social.
Everything is in one place, and we have other channels in play too including chat and social.
Thank you ZD!
What do you like best about the product?
The ticketing system used in Zendesk is great. It makes it very easy for me to review my BoB, read notes, listen to calls and even integrate it with other platforms, such as Client Sucess.
What do you dislike about the product?
I am not a huge fan of the design, I think it could use a little bit more. Also, finding the ID per customer is kind of difficult sometimes.
What problems is the product solving and how is that benefiting you?
Being able to track the tickets within a situation when I talk to my customers. The follow-up is great tool where you can take notes and see the rep in charge of a call, email or chat.
6 Month review
What do you like best about the product?
The layout, compatibility with other apps, and and the great support team!
What do you dislike about the product?
Currently, only the inability to turn off the new agent mode :)
What problems is the product solving and how is that benefiting you?
Setting up triggers so that I can reduce noise and focus on the important things.
Very helpful
What do you like best about the product?
It was very easy to get connected with someone who was able to answer my questions efficiently
What do you dislike about the product?
The time in between responses was a little slow, but I get sometimes that happens.
What problems is the product solving and how is that benefiting you?
I couldn't figure out why I couldn't use the talk feature, but it was a very easy fix so i got right back on track.
All in one customer service product - The Zendesk Suite covers it all...
What do you like best about the product?
Omni channel and self-service in one. And with the new agent interface, it's even better. It is easy to set up and add new channels. A one stop shop for all thinkable channels.
What do you dislike about the product?
There really isn't that many downsides. Initial setup is fairly easy. More complex setup requires time and technical expertise.
What problems is the product solving and how is that benefiting you?
Being in many channels at once to support customers is easy. Self service is a key factor too. Bringing it all into one program is awesome.
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