Zendesk Suite
ZendeskExternal reviews
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Getting better, but not amazing
What do you like best about the product?
Customer service dept. is doing well using Zendesk. Very helpful to keep all tickets together. Once you get to learn it, it is pretty easy to use no matter how much technology you use.
What do you dislike about the product?
How you have to set it up yourself and is not set up for you unless you pay few thousand dollars. Materials are old and outdated and sometimes confusing. I don't like how you can't make a view with people you add as a follower or you can't make a view with different tags.
What problems is the product solving and how is that benefiting you?
It's solved the flow and easily is keeping all tickets together and easy to manage. It is making communication better between all departments which has been nice.
Helped us offer remote options to employees and ultimately double our market share
What do you like best about the product?
I really like how all emails come in to one inbox. it is very user friendly and makes it much easier to offer better consistent customer support
What do you dislike about the product?
The Reporting side of things is a bit tough at times. Sometimes you think things are being pulled in but they arent. Maybe you should offer more explore training and events.
What problems is the product solving and how is that benefiting you?
It allowed all of our request to flow into one place and allowed us to track that. Before zendesk we were just having agents use their business email for support. This made it almost impossible to track productivity.
Zendesk Review
What do you like best about the product?
The best part of using Zendesk is its triggers, automation and other top-notch features.
What do you dislike about the product?
You cannot add more than one question to your CSAT survey.
What problems is the product solving and how is that benefiting you?
Solving user issues via email and chat, also helps us track and build help center
Very good support ticket management
What do you like best about the product?
Integrates tickets from different channels
What do you dislike about the product?
Many options, sometimes complex to configure
What problems is the product solving and how is that benefiting you?
We can now manage all our support tickets, coming through different channels, in one platform
UI could be better
What do you like best about the product?
workflows, simplicity of the tool are good
What do you dislike about the product?
confusing UI, search feature with ticket no and consolidated list of all my tickets is hard to use or could not find
What problems is the product solving and how is that benefiting you?
ticketing for IT Ops
Recommendations to others considering the product:
can't think of any
Zendesk is an easy to use but powerful help desk tool
What do you like best about the product?
Zendesk's interface is easy to use and navigate. The interface is intuitive and the feature set is flexible enough to accomplish most tasks.
What do you dislike about the product?
While you can do many things through the UI, there are still some limitations that have to be overcome using custom-developed solutions.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to easily track our customer requests and ensure that they are getting timely and quality responses.
Useful tool with an incredibly responsive and innovative team behind it.
What do you like best about the product?
You are never limited with this tool. It feels like building with legos. While simple to learn and use, it has the flexibility to let you get as custom, complex or creative as you can imagine.
What do you dislike about the product?
It's not pushing the envelope on creatively imagining the future of conversation design. I'd love to see the company come up with functionality that showcases how automation technology can remove limits and break assumptions about how conversations and communication work.
What problems is the product solving and how is that benefiting you?
Where Ultimate shines for us is in automation. The bot doesn't simply talk to the customer about what they need or just provide self-service resources, it can also access data, integrate with our systems, and actually solve issues for customers itself. The automation also helps simplify and automate processes on our back end to reduce agent effort and remove rote tasks.
Zendesk Made Simple: An Admin’s Perspective on a Powerful CRM Tool
What do you like best about the product?
One of the key advantages of the Zendesk Support Suite is that it brings together all of Zendesk’s core products Support, Guide, Talk, and Chat, into one comprehensive package. Instead of paying for each product separately, you only need a single license fee per user, which covers the full suite. This makes it more cost-effective, easier to manage, and ensures your team has everything they need in one place to deliver a seamless customer experience.
What do you dislike about the product?
If there’s one limitation I find a bit frustrating with Zendesk, particularly in Explore it’s the restriction on data exports. You can’t extract more than 20,000 rows in a single export, which can make large-scale reporting a bit challenging but I guess they have already did something about it by introducing the 37months data retention.
What problems is the product solving and how is that benefiting you?
“Zendesk provides robust configuration options including groups, macros, triggers, automations, views, SLAs, and custom fields. Each of these elements plays a role in streamlining workflows and ensuring consistent case management. For example, macros and triggers can standardize repetitive tasks, while custom fields enrich ticket data that can later be leveraged in Explore for detailed reporting and insights.
Recommendations to others considering the product:
Basically, Zendesk Support Suite is a one-stop-shop for all CRM related tools which is best for small organizations, start-ups, MSE, or even big organization.
Zendesk tool for Support
What do you like best about the product?
1. UI is user friendly and easy to understand.
2. Replying to tickets & reopen the ticket feature is good.
3. Built-in feedback survey to the customers is a plus as we don't have to use any other 3rd part tools.
4. Manage users and their permissions.
5. Zendesk has a mobile app as well, from where you can address tickets.
6. Can be integrated with multiple softwares like Sales force etc...
2. Replying to tickets & reopen the ticket feature is good.
3. Built-in feedback survey to the customers is a plus as we don't have to use any other 3rd part tools.
4. Manage users and their permissions.
5. Zendesk has a mobile app as well, from where you can address tickets.
6. Can be integrated with multiple softwares like Sales force etc...
What do you dislike about the product?
Pulling reports is a tricky part some times
What problems is the product solving and how is that benefiting you?
1. Instead of using support email and addressing emails it creates tickets and all the communication with a customer is saved in one place.
2. It tells how satisfied is the customer with the solution provided with its built-in feedback survey.
3. Ticket routing system, if any individual has not answered a particular query.
4. Chat tool helps in answering the customer's query and we don't have to use another separate tool for a chat.
2. It tells how satisfied is the customer with the solution provided with its built-in feedback survey.
3. Ticket routing system, if any individual has not answered a particular query.
4. Chat tool helps in answering the customer's query and we don't have to use another separate tool for a chat.
Recommendations to others considering the product:
One of the affordable tools for all support needs and one tool with Phone, chat & ticketing tools.
Quick response time and good follow up
What do you like best about the product?
The response time was pretty quick and the follow up to keep me informed was good as well.
What do you dislike about the product?
I needed to verify with the bot by giving my e-mail address. And when I got to talk with the agent I needed to give my e-mail address again. But that was minor.
What problems is the product solving and how is that benefiting you?
It helps users get in contact with us when they need help. This way we can help them immediately.
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