Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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Its okay
What do you like best about the product?
It's a well known passion system. Please join me in
What do you dislike about the product?
At times I have found the support to be challenging. My questions are not acknowledged or addressed thus far.
What problems is the product solving and how is that benefiting you?
Responding to customer support inquiries
Good Business to Consumer Solution
What do you like best about the product?
Zendesk has good insights in terms of dashboards and reporting. There are many ways to build reports that get to the heart of the data and help you keep track of ticket volume.
What do you dislike about the product?
I don't like that the datasets for reporting are siloed. I would like to see a broader reporting capability where all datasets are available for cross-reporting.
I also think Zendesk needs to work on better support for B2B customers.
I also think Zendesk needs to work on better support for B2B customers.
What problems is the product solving and how is that benefiting you?
It gives us a good way to organize and respond to customer needs. I do like the versatility in the ability to have various forms based on the product a customer is contacting us about.
Great if you have patience
What do you like best about the product?
There is a lot of opportunity for customization within the suite to make it the way you want it. It is nice that you have everything; email, chat and talk all within one app.
What do you dislike about the product?
There is a lot of research and time needed to get it exactly the way that you want it. They need to have more templates for like minded businesses to help streamline the process.
What problems is the product solving and how is that benefiting you?
Helps us with managing our customers from live chat, to talk to email. Helps keep everything within one place. It's a great source for both employees and our customers.
Seems like a lot of potential, need more testing
What do you like best about the product?
I've recently joined efforts with my CX team to try to automate processes and apply AI to the customer and employee support journey. Seems promising what I've seen but I need further testing
What do you dislike about the product?
Too much stuff and not too digestible. There's so many integrations with such bad reviews that I don't think should be available for downloading.
What problems is the product solving and how is that benefiting you?
Streamline support tickets etc
Excellent for taking care of the little things
What do you like best about the product?
The biggest upside for my team is the bot. It's such a powerful tool to take over transactional questions, freeing time for the more crunchy ones.
What do you dislike about the product?
The biggest downside I've found is that it doesn't track user past activity. For instance, if a customer writes in, it doesn't tag and track them for later.
What problems is the product solving and how is that benefiting you?
It is taking a burden off of our small CS team to help customers more quickly, and putting all points of contact in one place.
Help customers integrate our service with zendesk
What do you like best about the product?
Easy to integrate
Multi language support
Analytics and reporting
Multi language support
Analytics and reporting
What do you dislike about the product?
Price
Complexity
Integration effort
Technical issues
Complexity
Integration effort
Technical issues
What problems is the product solving and how is that benefiting you?
CRM
Heavy learning curve but worth it
What do you like best about the product?
Customization! Zendesk offers a wide range of triggers you can customize to automate tasks and make workflows super efficient. Compared to HubSpot service, Zendesk takes the cake.
What do you dislike about the product?
The learning curve. Obviously, every new tool has a lot to absorb. Zendesk is no different. It requires a good amount of reading, testing, and collaborating to get it set up just right.
What problems is the product solving and how is that benefiting you?
Zendesk handles all of our customer technical support communication. It provides us a wealth of data to use in product decisions, knowledge base topics, and self service pathing
Engaging with clients through Support Tickets & Chat function.
What do you like best about the product?
I like how fluid Zendesk's interface is which makes this suite very easy to navigate through. I can switch from chat function to viewing support tickets and social media tickets.
What do you dislike about the product?
If I have multiple tickets or chats open, these boxes will appear above above on the screen. I wish I could re-arrange the order of these chat & tickets to my liking. Once they're open, the tickets are locked in place until you close out of it.
What problems is the product solving and how is that benefiting you?
Zendesk divides our received tickets into different catgories - newly received tickets, tickets that are Pending for response from customers, as well as tickets that are On-Hold which allows us more time to work further with these inquiries.
Zendesk
What do you like best about the product?
Editable Views and creating views. Macros and creating macros.
What do you dislike about the product?
Workflows, how tags work, and the views are controlled by those tags.
What problems is the product solving and how is that benefiting you?
Solving keeling things organized, and an easy system to work.
Decent tool - could improve UI
What do you like best about the product?
easy place to consolidate and set up support teams. Easy collaboration and sharing of tickets.
What do you dislike about the product?
UI feels a little rough around the edges and there are a few functionality issues
What problems is the product solving and how is that benefiting you?
Consolidation of support requests. Way better than a barrage of slack messages!
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