Zendesk Suite
ZendeskExternal reviews
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Solid Support
What do you like best about the product?
We use Zendesk as our ticketing system and I've always found it really easy to use and it definitely helps us get faster resolution for our clients.
What do you dislike about the product?
With such a large suite it can sometimes be difficult to find the right portal but their support site is rather robust so it's not really a problem.
What problems is the product solving and how is that benefiting you?
Anything from access issues to specific user side bugs flow through our Zendesk Support instance. It's a great way to keep everything organized and effectively support our users.
Good product, easy and practic
What do you like best about the product?
how easy and simple it is to communicate with the support, leave the information and so that it can be attended to, the staff is usually friendly and cordial and give correct answers
What do you dislike about the product?
the long waiting times, that the ticket is received by the agents, are usually much greater than the problems that the suit can present, and it affects my response to customers
What problems is the product solving and how is that benefiting you?
doubts about configurations and work functions, they have been fast and accurate, the team is very effective but the attention is very late and I have no answers at the time of the inconveniences
Recommendations to others considering the product:
yes
Never miss a possible client
What do you like best about the product?
- Detailed tickets are made both automatically and by my clients engagement.
- Various statuses for ticket follow up
- Easy to assign tickets to other team members.
- Various statuses for ticket follow up
- Easy to assign tickets to other team members.
What do you dislike about the product?
- The export functionality could be improved greatly to manipulate data to the user's liking.
- The Monitor seems like a great dashboard to have but you have to pay extra for it.
- The Monitor seems like a great dashboard to have but you have to pay extra for it.
What problems is the product solving and how is that benefiting you?
- Customer service follow-up is always on point and easy to use.
- Having the ability to organize tickets by tags is an easy way to keep every business opportunity.
- Having the ability to organize tickets by tags is an easy way to keep every business opportunity.
Easy to use even for unexperienced agents.
What do you like best about the product?
Macros - this is killer feature (however quite common)
Also I like the option to respond to support tickets using email.
Also I like the option to respond to support tickets using email.
What do you dislike about the product?
The way how solved/pending tickets are handled - i wish i could see all old messages easily
i don't like the way to create a new macro - it should be available directly from message.
i don't like the way to create a new macro - it should be available directly from message.
What problems is the product solving and how is that benefiting you?
There was no better way to handle support requests for us. I had no experience as a support agent, for now using email to respond is the most convenient way to me.
Zendesk - Simple Way to Get it Done
What do you like best about the product?
The user interface is simple and clean. The suite is somewhat ubiquitous so our users have seen it before and are familiar.
What do you dislike about the product?
Single sign on to our web app is not possible. So users have to create a support login that is different from our platform login. Confusing situation.
What problems is the product solving and how is that benefiting you?
We use the Guide as our knowledgebase, we use the ticketing for our support including chat and phone calls. Having all support resources in one place is beneficial.
Strong tool with some frustrating limitations
What do you like best about the product?
Simple UI- IT'S EASY TO USE AND RELATIVELY intuitive.
What do you dislike about the product?
Tickets get lost, go missing, because of their inflexible suspended ticket function
What problems is the product solving and how is that benefiting you?
SLA tracking is improved. Less time administrating workflow and more time actually working for the agents. We are objectively more productive
Best tool for support teams!
What do you like best about the product?
My favorite thing about Zendesk is how easy it is to get new agents started and learn the basics.
What do you dislike about the product?
The reporting functionality isn't as user-friendly as I would like. It would be great if we could use other tools in our tech stack to build out custom reports.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to create efficient workflows for our teams, manage our help center, and provide more timely responses to our customers.
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
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