Zendesk Suite
ZendeskExternal reviews
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The best ticketing solution on the market
What do you like best about the product?
The suite is complete: the ticketing part with Zendesk Support allows for organizing the workflow very simply to coordinate all the members of the customer service team. The reporting part with Zendesk Explore is very powerful for always keeping an eye on and improving our activity.
What do you dislike about the product?
The Zendesk help center for finding information is very rich, but it is sometimes very complicated to find the right article, which can sometimes make searches tedious when you need help.
What problems is the product solving and how is that benefiting you?
Any type of problem encountered by a client who submits a file online regarding our activity: from business issues to technical problems. We now have the possibility to better learn from our clients.
Recommendations to others considering the product:
Zendesk is a very good solution to help improve the quality of support!
Very helpful. The agent made sure all of my needs were met .
What do you like best about the product?
Maybe some visuals for better assistance
What do you dislike about the product?
I dislike the documentation aspect. Please provide videos
What problems is the product solving and how is that benefiting you?
I need help with the queries and reports on tickets
Overall a good platform with some challenges
What do you like best about the product?
For customers and end users the experience is awesome. They get a professional experience
What do you dislike about the product?
For admins of Zendesk, it can be clunky at times to do large volume of work setting up Zendesk
What problems is the product solving and how is that benefiting you?
Client self onboarding with our product which means more time for support staff to do other tasks
zendesk operations perspective review
What do you like best about the product?
Zendesk has been an industry-standard solution to customer support teams I have been involved in for over 15+ years. I currently use it in three of our departments and we have the ability to configure almost anything to our needs. Including routing, triggers, bots, and knowledge base. Which are critical utilities we implement in our service department.
What do you dislike about the product?
We have needed faster support and a rep who is more willing to help when we have issues. It seems like the rep is simply trying to answer our questions but not go above and beyond and FULLY answering our inquiry on next steps to take. Additionally, some easier connectivity to social channels, like tiktok and youtube would be nice.
What problems is the product solving and how is that benefiting you?
We needed one hub for customer service and technical support. We are able to have better internal communication and organization using Zendesk. Additional being able to share knowledge that is stored within Zendesk and utilize it as a library to answer customer inquiries is a benefit rather than our old methods of using Google drive documents.
Very good, but can be even better
What do you like best about the product?
very fast service, very direct and really solves the problems, without having to read a lot of tutorials (or repeat them extensively), really very good, indescribably better than the other supports, by the previous points
What do you dislike about the product?
my only problems were that it was not available in my primary language (Brazilian Portuguese) and that it could be more personalized and warming, because of the first problem, possibly, I felt a difficulty in understanding in the chat we had
What problems is the product solving and how is that benefiting you?
doubts about zendesk's satisfaction request, it was passed on to me that I would need to sign a higher level package (professional), I also took the opportunity to ask some questions about the available function called explore
Really, really good!
What do you like best about the product?
Zendesk is definitely a leader if it comes to ticketing systems for support teams.
Setup may be challenging, but once it's done, it's highly beneficial.
You can configure pretty much everything.
Setup may be challenging, but once it's done, it's highly beneficial.
You can configure pretty much everything.
What do you dislike about the product?
Sometimes, Zendesk misses some native functions and requires you to find a workaround like Triggers, or Automation to achieve the expected result.
This may be time-consuming, however, I always got what I wanted.
This may be time-consuming, however, I always got what I wanted.
What problems is the product solving and how is that benefiting you?
Using Zendesk to organise Support teams.
Benefits are extended analytics, Macros, and add-ons and plugins from marketplace, who allow you to extend the functionalities.
Benefits are extended analytics, Macros, and add-ons and plugins from marketplace, who allow you to extend the functionalities.
A Great Client Support Tool
What do you like best about the product?
I really like how organized and clear all the tools are on the main support tool. Our client tickets are now very organized and easy to manage, giving us more time to give meaningful answers to our clients.
What do you dislike about the product?
There are some features that I wish existed but don't exist. One of them being a search and filter option for sorting through all client email addresses. It took me a few hours to go through all of them for a project on our team. In addition, I wish there was customizable html for the survey we give to clients, a way to automatically delete or organize some suspended tickets with triggers/macros, etc.
What problems is the product solving and how is that benefiting you?
The problems we are solving are mainly having clear and usable statistics about our client's questions. We also can organize the tickets based on their progress in our support team, so we don't lose any tickets we normally would in a normal email inbox. I also like taking advantage of the added features to help improve the team's workflows.
Zendesk Help Center
What do you like best about the product?
The seamslessness of the system. Which allows you to grow with it.
What do you dislike about the product?
I have yet to find all features. Not always user friendly...
What problems is the product solving and how is that benefiting you?
Simpler answers. Bullet points instead of miles of text.
Appreciate the online support!
What do you like best about the product?
After the conversion to new UI; am now used to it and like it! I like that you can add notes to both Private and Public screens at the same time and the order makes sense (similar to texting on your phone)
I still like that you can get online access via articles and online chat feature. Works very well for me most of the time.
Would be nice to have more support when not getting explanation clearly (but this does rarely occur in my experience)
I still like that you can get online access via articles and online chat feature. Works very well for me most of the time.
Would be nice to have more support when not getting explanation clearly (but this does rarely occur in my experience)
What do you dislike about the product?
Once you have a lot of rules/triggers it's a bit of a web to figure things out and where fixes are needed.
Would be awesome to have a map diagram to show dependencies and priorities on when triggers are executed!
Would be awesome to have a map diagram to show dependencies and priorities on when triggers are executed!
What problems is the product solving and how is that benefiting you?
Used for case/ticket management and reporting.
Able to track status and respond easily
Search feature works pretty well to find reference in old tickets.
Able to track status and respond easily
Search feature works pretty well to find reference in old tickets.
Many customization options for all kinds of teams and needs
What do you like best about the product?
Zendesk has so many useful features to take advantage of to set any support team up for success. There can be a bit of a learning curve, but once you know how to take advantage of ticket forms, triggers, views, SLAs, user groups, and macros, you can really equip your agents to be efficient and confident when moving through a ticket queue. I also love the light agent feature, especially when paired with the ability to create and schedule insights dashboards. Keeping stakeholders outside of Support in the loop about specific things going on with our customers in an automated way is very valuable.
What do you dislike about the product?
Some feature requests have been asked about for many years that don't seem like a priority for Zendesk to develop. I can of course be sympathetic to this as my team is handling similar feature requests at my company - we wish we could get to them all! Some of the Zendesk ones seem like table stakes features to me and I hope they'll be able to get some love in the future (ex: rich text editing in dynamic content or removing agent signatures when sending text messages). It's tough seeing the community posts about these features that can be more than five years old at times.
What problems is the product solving and how is that benefiting you?
- We have ticket views set up so that our international teams can pick up tickets that they are best suited to handle, but also hop into other ticket queues for other countries when they have bandwidth. This allows us to best serve regional customers while also being most efficient as a team.
- We have many custom triggers running because of selections made in our ticket form that give specific auto-responses, collect specific information, and route the ticket to the appropriate view. This really helps us be set up to answer the ticket efficiently, as we have all of the information upfront to solve it in fewer touches, and it was sent to the right agent to handle it. Zendesk has great tools to create the perfect ticket form, it's powerful once you get it dialed in exactly as you want it to be.
- We have many custom triggers running because of selections made in our ticket form that give specific auto-responses, collect specific information, and route the ticket to the appropriate view. This really helps us be set up to answer the ticket efficiently, as we have all of the information upfront to solve it in fewer touches, and it was sent to the right agent to handle it. Zendesk has great tools to create the perfect ticket form, it's powerful once you get it dialed in exactly as you want it to be.
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