Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Fit for purpose, Intuitive with flexible rules and automations to tailor to business needs
What do you like best about the product?
Plenty of user-defined fields and customisations together with automation and triggers that used creatively can achieve a lot of efficiencies.
What do you dislike about the product?
Pricey at the enterprise tier which has features most mid-sized support operations would want to use. Restrictions changing historical categorisations is problematic for those changing business processes or wishing to maintain a clean reporting
What problems is the product solving and how is that benefiting you?
It provides a reliable platform for our multi-region support operation, catering to the variety of channels customers wish to use to engage with a support team.
Recommendations to others considering the product:
Understand how you wish to conduct your support operation in detail and apply the toolsets within the platform to meet your requirements.
Yapstone Zendesk Engineer
What do you like best about the product?
Verisitility and flexibity. It can be used for so many different CRM type things.
What do you dislike about the product?
Not enough video tutorials. While there is plenty of resources, I prefer to see it done. If I need to fix my car, I go to Youtube. If I need to know about plumbing, I go to Youtube. Wish I could find more resources on Youtube for it
What problems is the product solving and how is that benefiting you?
Processing customer data for our business
Exceptional support and great features
What do you like best about the product?
Zendesk Support Suite has many tools to creat a great experience for your customer and it integrates everything in one platform. That's time saving and practical.
What do you dislike about the product?
At the beginning Zendesk Support Suite seemed a little bit hard to handle because of many set-ups that should be made, but after a while it was very suggestive.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us with the customers interactions, we have everything in one place. Also, it's a big plus that we can monitor the fluctuations on our customers requests.
Automation and easy reporting
What do you like best about the product?
Help Centre, Reporting, Customisation....
What do you dislike about the product?
Some of explore is tricky to understand.
What problems is the product solving and how is that benefiting you?
Client education has become easier, Reporting is clearer once filtered correctly
Great Experience overall
What do you like best about the product?
Easy to use very configurable works well with the team to collab
What do you dislike about the product?
settings are not the easiest to find being split between the individual sections and the main admin settings
What problems is the product solving and how is that benefiting you?
Keeping consistent tickets and reporting
Ticket for creating required fields in forms
What do you like best about the product?
Customer service was engaged and put in an effort to create a workaround for the issue
What do you dislike about the product?
Nothing really, the rep did a good job. The process was straightforward and the response time was acceptable
What problems is the product solving and how is that benefiting you?
The problem was there is no easy way to create the requirements to submit to agents. For example, for me to create a ZD org for my end users I need agents to provide me with information to complete the task. There is no easy fix for this and the rep had to provide a workaround. When I asked for this feature to be added I was told I can voice that request on the ZD forums. That doesn't seem realistic to ask of me. Voicing my request on a message community is not a good solution for Enterprise level service.
Does what it should do
What do you like best about the product?
Easy and simple to use and very reliable
What do you dislike about the product?
missing customisation options in some cases
What problems is the product solving and how is that benefiting you?
We are working in Online Casino Business, therefore its easy to hanle a large amount of inquiries fast and easy.
Great platform
What do you like best about the product?
Customisation features. Easy to use UI for agents. Great omnichannel features, better data.
What do you dislike about the product?
Some basic features and functions are over complicated and require workarounds. For example when using multiple email addresses and how clunky/unclear this is for an agent.
What problems is the product solving and how is that benefiting you?
Have consolidated numerous systems (chat + email solutions) to just the one instance of Zendesk. Lower training times, simpler agent workflows and better data.
Its great but can often be a challenge on the self service side
What do you like best about the product?
How dynamic the product and the tools are. The intergrations with other products. The tools such as guide, support, explore, talk and chat. The clever ways of automation and triggers.
What do you dislike about the product?
The lack of on hand support can be challenging. You are almost expected to read articles to often solve a problem. In business-critical moments, that is not always easy. The help centre doesn't offer support how it should. There are several features that have been raised with bugs or issues and we see some features have planned fixes set 5 years ago. But still no development.
What problems is the product solving and how is that benefiting you?
Better accesses to products such as guide, talk, chat, explore. we had the original pick and choose set up and it was often frustrating when your support tool didnt match the requirements of your explore.
Recommendations to others considering the product:
Before implementing anything, make sure you read and understand the product, It is worth paying an expert to help with the implementation if you have the money,
Helpdesk
What do you like best about the product?
Starting a ticket with Zendesk is quick and easy. Questions are answered in a reasonable amount of time.
What do you dislike about the product?
Not having the ability to reach a Zendesk agent right away.
What problems is the product solving and how is that benefiting you?
Tips on creating new reports.
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