Zendesk Suite
ZendeskExternal reviews
6,478 reviews
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Amazing tool for managing tickets and chatting
What do you like best about the product?
ZenDesk is the best tool ever built for incident management. We can customize the views to match our team needs, automatically set time frames to close a ticket, auto-replies, and have a fantastic User Interface with outstanding performance in place.
What do you dislike about the product?
I had some bugs dealing with ZenDesk; I faced a bug where the tool did not follow a standard process whenever I opened a ticket and assigned it to a different/admin user every time, but this bug was fixed already. Also, it is not easy to jump start in the customizing features, but with time you can master and do whatever you need to manage and automatize the workflow.
What problems is the product solving and how is that benefiting you?
It improved my workflow, helping me manage my tickets with automatic messages, macros, split views, comments, a clean User Interface and an outstanding support team.
Easy to Use
What do you like best about the product?
Easy to create an organized knowledge base for any internal manuals and external customer support. We can limit the time troubleshooting, for our clients.
What do you dislike about the product?
When creating a post, you are limited to simple tools. Lists can only be either numbered or bulleted, including images is a nightmare.
What problems is the product solving and how is that benefiting you?
Ticket management and customer support.
ID user problem
What do you like best about the product?
I like that I reached person really quick. Chat bot said that I will get help within 1-2 days but it was few minutes when Hugo reached me and help me about my problem.
What do you dislike about the product?
I think chat bot should have more options to choose. I'm not sure if I choose right . Oprtion about webpage should be okay
What problems is the product solving and how is that benefiting you?
Support solved my problem with finding my User ID. Hugo who reached me really quick showed me multiple options which was really helpful. I don;t know what to say more. Glad to know that there are some people who can help us
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.
The best experience
What do you like best about the product?
Because can unified the communication with consumer.
What do you dislike about the product?
Registering customers is very bureaucratic
What problems is the product solving and how is that benefiting you?
Fast solutions with communication.
good customer experience
What do you like best about the product?
i only started using zendesk recently but i like how easy and fast you can get used to it and the way it works
What do you dislike about the product?
Sometimes it's hard to find answers for some of its options , and the new update is kind of hard to get used to it
What problems is the product solving and how is that benefiting you?
it's really easy to converse with customers and get to know their issues and have time to process their requests and able to use the internet while chatting with them to give them answers
I have already used the system professionally and the platform is excellent and very dynamic.
What do you like best about the product?
Possibility of easy interaction with support and ease of viewing the information available on the platform. Ease of extracting information.
What do you dislike about the product?
The system may exhibit some performance issues that are difficult to resolve through support; we have already lost numerous chats due to system fluctuations.
What problems is the product solving and how is that benefiting you?
Technical support on platforms I use daily helps me resolve doubts, obtain accurate information, among other situations related to service.
good service
What do you like best about the product?
talk with clients every time a day in WhatsApp.
What do you dislike about the product?
bad layout and difficult explanation, makes it difficult to use
What problems is the product solving and how is that benefiting you?
Contact with customers has become more agile, increasing their satisfaction.
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.
I feel Zendesk is really helpful for support point of you. You will get wide functionality.
What do you like best about the product?
1. Easy and crisp analysis of the data.
2. Multiple communication channels and their plug-and-play kind setup.
3. Simplified and focused user experience.
2. Multiple communication channels and their plug-and-play kind setup.
3. Simplified and focused user experience.
What do you dislike about the product?
1. Limited external free applications.
2. Delay in solving queries.
2. Delay in solving queries.
What problems is the product solving and how is that benefiting you?
Zendesk support helps us to cater to requests from our clients in the form of email and chat. It allows us to streamline our support workflow in a very efficient way.
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