Zendesk Suite
ZendeskExternal reviews
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Zendesk - one of the better offerings out there.
What do you like best about the product?
Zendesk Support provides enough flexibility, while remaining user-friendly and not too admin-heavy.
What do you dislike about the product?
Some of the features are released a little on the early side, and come off as a bit half-baked. A common issue throughout the software industry, so certainly not specific to Zendesk alone, but frustrating nonetheless.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support for all customer-facing ticketing, Zendesk guide as the main landing page of our support portal, and Zendesk Explore for all ticket-driven metrics. We're using multiple integrations/connectors in Zendesk to connect with other tools we might be using (e.g. Jira). This provides the team with a single tool to communicate on multiple channels and tools, and provides the customer with a clear overview of ticket status.
Great experience
What do you like best about the product?
The support was pretty fast, the agent that helped me not only gave me a solution, but also showed me some tips to improve the experience of zendesk toll. Chrinstine Felicia was her name
What do you dislike about the product?
After that day (having a great experience) i was presenting the same issue but i didn´t have response (still waiting)
What problems is the product solving and how is that benefiting you?
Views configuration
Admin new triggers
Reports are easy to understand and export
Admin new triggers
Reports are easy to understand and export
Recommendations to others considering the product:
Zendesk has great professionals and people that help you, but it´s pretty funny to learn with their articles, coments and updates by reading them
Great Potential for Growing Companies
What do you like best about the product?
Zendesk Support has so many features and automation to improve efficiency. Super intuitive software as a whole, my agents picked up the basics right away. Overall great product
What do you dislike about the product?
Integration was a little rough. They rely heavily on articles but would have preferred a little human assistance. Integration with third-party apps like Shopify and Yotpo can always be improved and bring in additional information
What problems is the product solving and how is that benefiting you?
Providing my customer with consistent reliable support. Looking forward to enabling the AI bot and FAQ page to allow customers the information they are looking for without submitting a ticket.
New Customer
What do you like best about the product?
The Zendesk team was very helpful in helping to get the account setup. We utilized professional services and things went as expected. We are also using Freshservice and I like some features of Zendesk better.
What do you dislike about the product?
Getting used to the way that the submit button is used to update the properties of a ticket was confusing at first coming from another ticketing platform. Once I figured that out, it was ok.
What problems is the product solving and how is that benefiting you?
We went live today with Zendesk for our Inventory Management team. They were handling internal service request through a shared mailbox and this will allow them to have accountability.
Flexible and Powerful
What do you like best about the product?
Easy and great Explore metrics tool for data analysis.
What do you dislike about the product?
Sometimes the support response time, the chat support is not enough
What problems is the product solving and how is that benefiting you?
Problems related to basic functionality
Recommendations to others considering the product:
ITIL compliance module
Zendesk Support Review
What do you like best about the product?
It's easy to get in touch with a representative and the bot chat is surprisingly helpful. The ability of a rep to remote access your account is also extremely helpful.
What do you dislike about the product?
I think more articles and tutorials for basic questions would be helpful. If they do exist, they were harder to find, even with the bot's help. Also, the names of some of the features are confusing and not intuitive so you wouldn't think to look there, i.e. "triggers" can be "notifications".
What problems is the product solving and how is that benefiting you?
We recently had trouble forwarding Zendesk emails to our company's email address and had questions about limiting the number of emails received per ticket. Both were resolved very quickly.
Recommendations to others considering the product:
I recommend watching the tutorial videos as they were extremely helpful in the setup for both myself as an admin, and our agents.
Intuitive and Easy to Use
What do you like best about the product?
Zendesk is very simple to use and has a very complete configuration and parameter potential. it is possible to separate several sub-accounts into a single account, facilitating communication between agents.
What do you dislike about the product?
Some instabilities that occur on the platform, making it impossible to perform the necessary calls. Lack of user for each person who uses the system. Difficult integration with other systems.
What problems is the product solving and how is that benefiting you?
Integration with the Whatsapp system, so that communication with the customer happens easily and quickly. Synchronization and integration between systems is quite difficult.
Recommendations to others considering the product:
Great system, you will be able to do everything you want in a simple and easy way with a great experience.
Great all around product for customer support
What do you like best about the product?
Collaborative opportunities, visibility on cases, easy to understand, intuitive interface for agents and customers
What do you dislike about the product?
Doesn't necessarily fully integrate with other applications/products used within company - can limit visibility. Some issues can be hard to understand/resolve
What problems is the product solving and how is that benefiting you?
We provide technical support for our fleet of products, so this allows us to communicate with our customers, keep records of it and access the full history
Recommendations to others considering the product:
Check out the marketplace for integrations with other products you might use. Take advantage of the online learning modules and help communities
Really nice and complex ticketing solution for Support teams
What do you like best about the product?
- a lot of integrations with other tools
- a large range of work automation within the system
- clear and convenient data storage structure
- one of the best and most developed solutions on the market
- a large range of work automation within the system
- clear and convenient data storage structure
- one of the best and most developed solutions on the market
What do you dislike about the product?
I have to say that there aren't many of these things, if there is something, it is individual preferences in layout etc. really minor things
What problems is the product solving and how is that benefiting you?
all stuff related to customer support stuff and managing customers requests
Zendesk...the most comprehensive and user-friendly tool we've got.
What do you like best about the product?
I like the fact that I can make it do what I want it to do with some basic Googling and trial/error. It's extremely flexible and is a great embodiment of the phrase "you get out what you put in".
The support is also amazing and quick.
The support is also amazing and quick.
What do you dislike about the product?
Using the South African rand makes it a bit expensive but it's a case of you get what you pay for. They charge a premium for some of the higher packages but they hardly ever push you into one and reward loyalty.
What problems is the product solving and how is that benefiting you?
The problem of request consolidation...making sure every customer request comes through the same space. This allows agents to focus on a single screen instead of having multiple screens or continuously switching between programs. It's fairly easy to set up different channels and send them where you want them.
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