Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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Simple and Easy to Use
What do you like best about the product?
Usability and robust options for creating dashboards and trackers for data metrics.
What do you dislike about the product?
Limitations on reporting. The support team often advises that a particular aspect or reporting need is unavailable.
What problems is the product solving and how is that benefiting you?
Integrated with our workforce management system.
Great ease of use for customer interactions, lacking in the reporting area
What do you like best about the product?
Able to create a robust categorizing system that is customizable and organized between channels. Makes cataloguing tickets a breeze and uniform between employees within the system.
What do you dislike about the product?
It's a bit difficult to look up past tickets or create reports based on specific criteria. The reporting set up and the view set up is pretty complicated as there are so many attributes.
What problems is the product solving and how is that benefiting you?
Ease of use and uniformity between employees. Integrates multiple channels into one place. Allows incoming tickets to be catalogued based on customizable criteria.
All in One Platform for CRM
What do you like best about the product?
Mozio has been using ZenDesk for years now and their multi-channel strategy has helped us ensure our customers receive a seamless experience through and through.
What do you dislike about the product?
The recent direction in their Support level. In the past we were able to reach a live agent via phone or chat relatively fast. Nowadays they've switched to no phone support and an Answer bot solution instead of chat. For the price we pay, it feels like the responsibility falls on the customer to solve a technical issue and it takes away from the time our operation has to work on a real problem.
What problems is the product solving and how is that benefiting you?
With ZenDesk Support Suite we're able to centralize all channels needed for supporting our customer's requests in one place making it more efficient for our team to work on the issues reported by our customers.
Helpful ticketing system with integrations we use
What do you like best about the product?
Zendesk helps keeps all of our customer communication in one place
What do you dislike about the product?
There are some notification customizations I would prefer to have show internal versus relying on email notifications only
What problems is the product solving and how is that benefiting you?
Tracking client requests and collaborating with team members to solve issues.
We do not use Zendesk support suite, we use the guide.
What do you like best about the product?
That it's easy to write articles on the site, edit them, add tags, include images, raise tickets, add new users, remove them, suspend them, and share the links of those items.
What do you dislike about the product?
So many failures along the way, almost every day, I receive emails from Zendesk informing me that they have detected that this or that functionality is not working correctly and that they will fix it.
It is not as easy as they have made it seem to make adjustments or changes to the code to implement something, even if I have a developer helping me.
The classification of information is terrible, there should be a much easier way to show or hide each article per user depending on their email or something similar.
Data reliability, I doubt that the data that Explorer shows is real.
It is not as easy as they have made it seem to make adjustments or changes to the code to implement something, even if I have a developer helping me.
The classification of information is terrible, there should be a much easier way to show or hide each article per user depending on their email or something similar.
Data reliability, I doubt that the data that Explorer shows is real.
What problems is the product solving and how is that benefiting you?
Right now, I don't have a problem to solve with product support personnel, however, on previous opportunities I have raised tickets to review why certain adjustments to the code did not work and they didn't even give me an answer; they stopped responding.
Competition For Freshdesk
What do you like best about the product?
A very well-detailed platform that displays and categorizes the various stages of customer communication. You have insightful reports and an effortless overview of all communication sent and received by your team.
What do you dislike about the product?
A few emails tend to go to the spam folder for some clients, also the email to Zendesk notification can be better, as well as the UI in which Zendesk is displayed on your email notification as well on the website itself.
What problems is the product solving and how is that benefiting you?
It is a cost-effective alternative to Freshdesk, that facilitates not only customer-to-customer communication but internal communication as well. The multi-tab functonality adds a nice touch to those who wish to have all priority communications scheduled in order to action.
Great way to work
What do you like best about the product?
the fact that you can interact with everyone via live chats which make it a fun way to work
What do you dislike about the product?
the new update is a bit of a hassle , but it easy to get used to it with enaugh practice
What problems is the product solving and how is that benefiting you?
the customer complaints are easy to deal with , email and tickets are organised and well linked to the customers
parctical platform
What do you like best about the product?
the direct contact with customers and practical engagement with them , and live chats
What do you dislike about the product?
the new update is a bit hard to get used to it and work with it specially its all in one dashboard now
What problems is the product solving and how is that benefiting you?
easy customer complaints management , and easy to give live answers and get live feedback directly from them
parctical and helpful
What do you like best about the product?
The fact tat you can make a direct contact wth customers and partners , and get instant feedback
What do you dislike about the product?
the new update is kinda hard to get the hang of it , and the fact that now evrything is in one dashboard
What problems is the product solving and how is that benefiting you?
it easy to treat customers complaints , and give them instant feedbaks ,
Preferred omnichannel customer experience toolof choice
What do you like best about the product?
- The versatility of it being a omnichannel tool for customer experience in facilitating every day support queries from clients.
- Very versatile in covering major support channels that follow the times and most business needs
- Very versatile in covering major support channels that follow the times and most business needs
What do you dislike about the product?
- Zendesk Talk call qualities
- Several important enhancements that are crucial and beneficial for businesses should be considered and implemented for several Zendesk tools.
- Response time of Zendesk's customer support
- Several important enhancements that are crucial and beneficial for businesses should be considered and implemented for several Zendesk tools.
- Response time of Zendesk's customer support
What problems is the product solving and how is that benefiting you?
- The need to toggle multiple support channel systems in fulfilling operational and business needs
- Increase in overall productivity of attending customer support queries from the need of multiple toggling and navigation of different channels at once
- Increase in overall productivity of attending customer support queries from the need of multiple toggling and navigation of different channels at once
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