Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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Zendesk support tools are great, the reports are not
What do you like best about the product?
I really love that we can interact with our customers via email, live chat, and phone all in one platform.
What do you dislike about the product?
The reports are not intuitive and the supports and resources provided are not as helpful as they could be. Our interaction data should be readily available without requiring a degree in data analysis.
What problems is the product solving and how is that benefiting you?
We have records of every interaction performed through the platform readily available. With this we can analyze the level of support our customers need and that our agents are providing. With this we have been able to create and update many of our support materials and have reported tons of valuable feedback.
Experience with zendesk
What do you like best about the product?
It is very easy to build triggers and automations that allows yourself to set rules needed for your team, without the need to require development.
What do you dislike about the product?
The limitation for multi brands, end users are identified just by email instead of being identified by an external user id
What problems is the product solving and how is that benefiting you?
Allowing agents to support customers within the same tool insteas of switching between one or another tool.
Zendesk offers a clean support suite without sacrificing functionality.
What do you like best about the product?
The UI is clear and aesthetically pleasing, the functionality is comprehensive and works together seamlessly.
What do you dislike about the product?
There are only a few gaps in native functionality, and these can usually be bridged with either third party apps/integrations or api use.
What problems is the product solving and how is that benefiting you?
- Efficient ticket routing and views.
- Automated workflows.
- Reporting.
- Automated workflows.
- Reporting.
Easy to use, intuitive
What do you like best about the product?
It took a little while to get use to the navigation and learning where tools are. Once I learned, using Zendesk is quite easy and it's easy to train folks on. This is my first time using this type of platform. On the ticketing side, I think it's less complicated than ServiceNow but it's still a little tricky configuring and getting it started. But once it's all said and done, it's quite a nifty tool.
What do you dislike about the product?
The explore tool has given me a lot of headache. I think there's too much customization. Some folks like that, but for me and my team, it's slowed down our reporting processing and it add development time. I wish explore was a little more streamlined. Also, the amount of customization when it comes to theme and layout isn't as easy as it looks. ZD only supports one theme really and doesn't give much support or easy designing to change up the look. You need a coder to turn the platform into something unique and different.
What problems is the product solving and how is that benefiting you?
We had a problem with our old chatbot and gathering analytics. We did not have a public help desk with articles to answer faqs. Zendesk allows us to do all of this within one platform which is great.
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
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