Zendesk Suite
ZendeskExternal reviews
6,522 reviews
from
and
External reviews are not included in the AWS star rating for the product.
User friendly portal
What do you like best about the product?
Gives us the convenience to follow the progress on each case. This is definitely something I as a user would recommend.
What do you dislike about the product?
There is nothing I don't like at the moment.
What problems is the product solving and how is that benefiting you?
This is helping me track the progress of tickets that are raised by our customers. As this is visible to both us and the customer simultaneously, it is very transparent in managing.
Simple to use, powerful integrations
What do you like best about the product?
Great workflow for managing tickets. It's easy to categorise and respond.
What do you dislike about the product?
The lack of automatic refreshing of some views is unhelpful.
What problems is the product solving and how is that benefiting you?
Being able to track outstanding tasks and tickets in a simple view, allowing users to respond and updated with what they need help with.
Would help to understand the support software requirements and tarined in it.
What do you like best about the product?
Unique learning and understanding factor
What do you dislike about the product?
There is nothing as such which i don't like
What problems is the product solving and how is that benefiting you?
It rolls out the solutions, team members. Organised them into group, assign admin user roles, creates any custome user profiles that users need.
Quick turn around and helpful staff
What do you like best about the product?
The way that the bot is not obstructive.
What do you dislike about the product?
the wait to get through to agents which can sometimes take up to about 30 minutes. However the email function once someone gets your ticket is good
What problems is the product solving and how is that benefiting you?
whenever i need help i am able to click the button for online agents
An easy ticketing system, and their Support team has always been helpful whenever I need help
What do you like best about the product?
Moving to Zendesk Messaging allowed us to leverage more on the automated functions on Zendesk and reduce our agents' workloads while still ensuring that customers are served
What do you dislike about the product?
Reporting is sometimes very difficult, with a lot of specificity and customization that needs to be manually done whenever we need to pull a custom report for our own purpose
What problems is the product solving and how is that benefiting you?
Zendesk Messaging's Answer bot and Flow Builder has helped us to automate help to customers amidst our manpower challenges
Good so far, but lacking some wanted features.
What do you like best about the product?
The simplicity of it Very easy to config
What do you dislike about the product?
Lack of features 2 Especially with Talk.
What problems is the product solving and how is that benefiting you?
Replacing our old ticketing and phone system!
Recommendations to others considering the product:
Assess what your companies' needs are first and foremost.
Zendesk Support Suite is the Best CRM tool I have experienced!
What do you like best about the product?
Things I like about the Zendesk Support tool are:
1. It has better integration with other apps such as Google, Discord, Shopify. Slack, Lark, etc., and many more.
2. You can connect to colleagues within the app, doesn't require any need for other communication services within the team.
3. You can create Knowledge articles yourself and see others' knowledge articles to better understand how they have resolved the queries with the same type of problem.
4. It has a dialer option within the dashboard, which doesn't require calling the customer using a hard call.
5. Has great UI design, email templates are great and there are a lot of options.
1. It has better integration with other apps such as Google, Discord, Shopify. Slack, Lark, etc., and many more.
2. You can connect to colleagues within the app, doesn't require any need for other communication services within the team.
3. You can create Knowledge articles yourself and see others' knowledge articles to better understand how they have resolved the queries with the same type of problem.
4. It has a dialer option within the dashboard, which doesn't require calling the customer using a hard call.
5. Has great UI design, email templates are great and there are a lot of options.
What do you dislike about the product?
Things I like to improve on the Zendesk Support tool are:
1. I wish for the Dark UI option so that it would be less strain on the eyes.
2. Knowledge articles sometimes take a while for loading a whole page.
3. If Zendesk can provide to have a custom template shortcut within the dashboard to the agent level would be great because it will reduce the time and SLA.
1. I wish for the Dark UI option so that it would be less strain on the eyes.
2. Knowledge articles sometimes take a while for loading a whole page.
3. If Zendesk can provide to have a custom template shortcut within the dashboard to the agent level would be great because it will reduce the time and SLA.
What problems is the product solving and how is that benefiting you?
My firm uses the Zendesk Support Suite, for our email and chat support including calls. We receive customer queries by chat and email. Using the suite helps us each job request by a customer in one place so that we can audit previous cases. It is very easy to find a case from the past as we can see our support history and customer support history to better help them with their queries and doubts. It is easier to connect with other colleagues working on another team to see if the case is solved from their end and if not get a follow up is quite easy.
Recommendations to others considering the product:
If your organisation receives a lot of requests from your customers about the customer support and updates regarding products, and conversation are quite long then you should use Zendesk Support tools as it helps you organize all the tools required to help customers and keep their retention.
Accurate and quick
What do you like best about the product?
The Bot's correct solution for communicating with an agent and the agent's kindness to understand and guide me and my colleague through the steps to try to solve the problem.
What do you dislike about the product?
It is not a major dislike, but that my colleague didn't receive the email with the instructions to access his account.
What problems is the product solving and how is that benefiting you?
My colleague couldn't access his account with his current password, he tried to reset it but never received the email with instructions, so he had to ask me for help and I contacted support chat.
Without the right support and solution from Zendesk Support, he could not work properly and probably our boss would be upset.
Without the right support and solution from Zendesk Support, he could not work properly and probably our boss would be upset.
Zendesk is very helpful in managing high volume of customer inquiries.
What do you like best about the product?
The most helpful features of Zendesk are the macros, automations, and triggers which are fairly easy to set-up. It makes managing high volume of tickets easier. Onboarding and teaching new agents also becomes smoother.
What do you dislike about the product?
A feature of Zendesk that is hard to navigate or learn is Explore analytics. For someone without a background in data analytics, the pre-made dashboards and metrics are very useful but more complicated customizations are hard for me to learn. I definitely need more guidance on this.
What problems is the product solving and how is that benefiting you?
Zendesk Support allows me to assign multiple tickets to multiple agents without overlap, unlike if we were using Gmail only. This makes us more productive and more efficient.
Recommendations to others considering the product:
Familiarize yourself with the platform and the possible features that can help your workflow.
Best Support tool I have ever worked with, but reports section needs some getting used to
What do you like best about the product?
As a manager I can set up a lot of helpful automation, triggers and macros that make it a lot easier for my agents to keep track of their workload, remind them to follow up etc. Agents can set up ticket views shaping their Inbox in a way that makes sense for them individually.
What do you dislike about the product?
I'm having a difficult time creating reports that understandably present the data I want while also making it "pretty". I end up with tables too many times. Also creating dashboards is not very user friendly, though the beta of the new reporting is much more usable already.
What problems is the product solving and how is that benefiting you?
Managing our Tech Support inbox with messages coming in via email, contact form and also chat. The various apps and options to set up webhooks make it easier to connect it to other tools used within our organisation.
Recommendations to others considering the product:
Best tool I have worked with in Support so far
showing 1,031 - 1,040