Zendesk Suite
ZendeskExternal reviews
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Zendesk works great, it's customizable and integrates with my inventory and remote control software.
What do you like best about the product?
I like that we are able to create tickets, search our knowledge base, start remote control and have our inventory all connected. Everything works great.
What do you dislike about the product?
I would like some areas to be more customizable. But they are small things really and have nothing to do with functionality.
What problems is the product solving and how is that benefiting you?
Ticketing, ticket tracking, reporting. It is easy to see when our high volume times are. With the integration with our inventory system we are able to tag items right in the ticket and it updates the inventory system.
Recommendations to others considering the product:
I used Zendesk years ago, in a previous position. I wanted to get it back ever since.
The experience was pleasant and it's easy to customize
What do you like best about the product?
I like how customizable you can make the dashboards.
What do you dislike about the product?
It was a bit difficult trying to find the help chat.
What problems is the product solving and how is that benefiting you?
I needed dashboards to reflect KPIs per agent monthly. I realize how customizable the queries can be.
Good customer care!
What do you like best about the product?
The kindness. Zendesk operators are always very kind and helpful.
What do you dislike about the product?
Nothing, the follow up was very efficient and hussle free.
What problems is the product solving and how is that benefiting you?
I could not change the telephone numbers into an Italian number, so they offered me a UK number, that is perfect for us.
Zendesk has been amazing for my team our workflows are very smooth.
What do you like best about the product?
I really like the explore option, this helps us by collecting data and helps us build our KPI metrics
What do you dislike about the product?
Help Center Articles, I feel that they can be more interactive
What problems is the product solving and how is that benefiting you?
Building data dashboards, with the explore option we can create dashboards from all of our Zendesk Tools
Recommendations to others considering the product:
You should definitely use the Zendesk Explore Option
Looks Simple -- Feels Premium!!
What do you like best about the product?
Zendesk has been one of my top preferences in Customer Support SaaS products. I have worked on implementing many other tools Freshdesk, Zoho, HubSpot, and many more but I always recommend Zendesk because of the feature set and stability of the tool.
It is a very easy and efficient tool which makes it a product for everyone geek or not.
It is a very easy and efficient tool which makes it a product for everyone geek or not.
What do you dislike about the product?
I dislike the fact that Zendesk pushes improvements at a very slower pace than its competitors which makes the buyer think twice before going for Zendesk considering the pricey license cost. There are other SaaS products that provide more features for half the price of Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves our key problem of Omnichannel management. It is easy to manage multiple channels from a single interface and Agent workspace is one of our favourites.
Recommendations to others considering the product:
Please set up Zendesk well before you start using it. The right configuration is the key.
Good support
What do you like best about the product?
Support people are always happy to help. They send correct articles right away.
What do you dislike about the product?
Sometimes we have to wait for days for the solution to be found. It is understandable as it is a technical product.
What problems is the product solving and how is that benefiting you?
Issues related to tickets.
Zendesk has ALL THE FEATURES, which is usually a blessing
What do you like best about the product?
Robust reporting and features. Explore is great because it's got all the BI tool stuff along with the ability to basically write your own queries with what seems like some sort of proprietary query language. I like how customizable everything is throughout the suite of ZD products and features. It basically feels like if I can think it, Zendesk can do it.
What do you dislike about the product?
Using Zendesk can feel a little clunky at times, I think as a result of having so many features. At a previous company I used Front, and while the lack of features was pretty annoying, I have to admit the simplicity was nice - it felt pretty intuitive. Zendesk takes a little extra work, which can slow down training/onboarding/etc.
What problems is the product solving and how is that benefiting you?
We're helping our community of data annotators use our platform effectively and get paid efficiently. Users often write in to ask for status updates or to confirm that they're doing the right thing on our platform. Benefits of the support suite incldue the ability to connect our social channels and to route tickets in a way that allows more junior agents to escalate efficiently.
Recommendations to others considering the product:
Zendesk is the best option if you need lots of features and data or if you're dealing with large quantities of tickets/agents.
Great Experience with Zendesk Support Suite
What do you like best about the product?
The feature that was the most helpful to me within the Zendesk world is Explore as it allows companies to create dashboards that allow for teams to create specific data sets. These dashboards have allowed me to report data back to my team and view where exactly my team is standing within our current company goals and see any areas of improvement.
What do you dislike about the product?
A feature that I am not that happy with is that Zendesk Talk does not allow for admins to set specific schedules for agents that are on call and this has to be set pretty manual.
What problems is the product solving and how is that benefiting you?
As mentioned above, the explore feature has allowed me to view insights into where my team is standing based on our current company goals. For example, it has allowed me to view specific times in which the SLA has been broken a lot and this helped me realize that my team needed more coverage during different sets of hours.
Recommendations to others considering the product:
Always ask for demos to be provided to you and if things are unclear you could always visit their amazing help center article.
Great Platform
What do you like best about the product?
It is very user-friendly and customizable. I love that there are so many things that I can build out (triggers, macros, etc.) to make things so much easier for our Customer Service Specialists.
What do you dislike about the product?
My biggest complaint is the limited number of views (12 global views). Our company currently supports approximately 40 brands, so having to navigate to a completely different area to see the view (and not even a count of open/new/pending tickets in that view) is frustrating.
What problems is the product solving and how is that benefiting you?
So many! The first is quicker response times. Previously, a Team Lead and I had to triage a shared inbox every morning, so if someone emailed us in the afternoon, we didn't see it until the next day. The second is accountability. We now have much greater insight into what our specialists are doing and how they are responding. The last is analytics. We get so much valuable information in Customer Service that would just go nowhere. With tagging and Explore, we can pass along really valuable insights to our Brand Managers and New Product Development teams.
cannot delete some of the management permissions
What do you like best about the product?
The agent was knowledgeable and gave me a very quick resolution. Also stayed back for a while until I finished my testing.
What do you dislike about the product?
Sometimes the response is very slow and it takes more than a week for a YES or NO answer
What problems is the product solving and how is that benefiting you?
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