Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Excellent, Helpful support
What do you like best about the product?
The response time is really quick, the agents are very knowledgeable and I feel sure that they can answer my query. They also provide screenshots to assist in making the required changes.
What do you dislike about the product?
Nothing to really dislike. My only comment would be some changes I wanted to make just were not possible. So perhaps some further flexibility would be really good.
What problems is the product solving and how is that benefiting you?
It is helping me to understand what features we can bring in to better use the system and provide extensive reporting. Also in helping make our agents lives easier when using the platform.
Great company to work with!
What do you like best about the product?
Zendesk has optimized a lot of our customer support tasks, and made it easy to converse with our clients! Since implementing Zendesk's Guide feature, we've actually seen a significant reduction in tickets.
What do you dislike about the product?
Zendesk has a high barrier of entry. It's not the easiest or most intuitive to use, and the UI is rather outdated. However, their documentation is excellent and works well for answering a lot of my questions.
What problems is the product solving and how is that benefiting you?
We had trouble analyzing our most commonly asked questions and looking at what our clients needed. Now we have a great way to analyze what the customers want and are able to use our Guide to our advantage.
Noticing everything with Zendesk
What do you like best about the product?
I like that I can listen to my partners conversations with the support team, I also like that I have everything with Jira in one place and it's easy to access via Slack.
What do you dislike about the product?
I don't like that Zendesk doesn't have a proper way to connect with Salesforce and ClientSuccess, I would like to have a notification everytime a partner calls into support, or someone adds my partner to a Jira via Zendesk
What problems is the product solving and how is that benefiting you?
That I can check past conversations of my partners with support, this helps me understand their issues, or when they call for a bug, I can listen to the call and understand firsthand what the issue is
Great Support Software
What do you like best about the product?
I like being able to save my own templates
What do you dislike about the product?
Sometimes the system is slow when it comes to answering calls.
What problems is the product solving and how is that benefiting you?
Makes really easy start and complete a Support ticket in a timely manner
Zendesk rocks!
What do you like best about the product?
Zendesk is easy to use, allows for great automations, and integrates well with other tools we use.
What do you dislike about the product?
There are still limitations that we would like to see improved. I either post these on the help article or report to a support report.
What problems is the product solving and how is that benefiting you?
It's helping us provide excellent customer experiences to our customers.
Zendesk Support is amazing!
What do you like best about the product?
The features are amazing. They make it so much easier to perform my required tasks throughout the day.
What do you dislike about the product?
Business organization for contractors. I would like to see a better structure for this.
What problems is the product solving and how is that benefiting you?
Business organization for contractors
Excellent customer service
What do you like best about the product?
Quality service, quick answer to my questions
What do you dislike about the product?
For now, nothing I dislike. Positive experience.
What problems is the product solving and how is that benefiting you?
I received all the help needed to set my account properly.
Trusted Servicing Platform
What do you like best about the product?
I like how tickets can be organized by creating separate queues. I also really like that the ticket will reopen if a response is received by an outside party responding to the side conversation email. I also love the ability to input templates by using macros already set up.
What do you dislike about the product?
I think Zendesk could be better with communicating to other systems outside of Zendesk from the ticket within Zendesk itself. Also remove the function that creates a separate ticket when making a call unless placing the call using the link above the notes section.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to keep a record of all correspondence with the customer and of actions taken when solving a service issue for that account. Also allows for other forms of communication such as email responses.
Fairly Quick - Good Intel
What do you like best about the product?
The chat from the app was easy to use and the follow up email allows me to continue on desktop
What do you dislike about the product?
The interface was fine, but the message of it may take 2 days to get a response was a tad disheartening.
What problems is the product solving and how is that benefiting you?
Help articles are decent for the quick questions. Don't have to use live support often but it went fairly well.
Zendesk is an easy system to use with advanced features to make the work simple.
What do you like best about the product?
I like all of the customizations and automation that I can create to make the job more streamlined and remove busy work.
What do you dislike about the product?
I wish there were more out of box things for closing pending tickets automatically or similar things.
Though my biggest pet peeve is how cluttered a ticket can get when the customer is responding back and forth and keeping parts of the previous conversation in the email. It can cause a support ticket thread to get massive quickly.
Though my biggest pet peeve is how cluttered a ticket can get when the customer is responding back and forth and keeping parts of the previous conversation in the email. It can cause a support ticket thread to get massive quickly.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of how to keep in contact with the customers and organize the issues they are having in a way that makes it easy to handle the problems as efficiently as possible
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