Zendesk Suite
ZendeskExternal reviews
6,652 reviews
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My review
What do you like best about the product?
I liked that the girl was very thoughtful and efficient helping me with all my questions. She didn´t hesitate helping all the time and waited me doing all the steps.
What do you dislike about the product?
I had to wait for some time to get connected with someone in the chat.
What problems is the product solving and how is that benefiting you?
I was trying to change the company´s mail domain and the applications problems. I could do everything with their help.
Recommendations to others considering the product:
i dont have any recommendations
Zendesk has many unique features which help in the day to day management of the work email volumes.
What do you like best about the product?
Problem tickets and linked incident tickets reply at the same time, saving efforts. Explore reports is another good part.
What do you dislike about the product?
The search function can be improved a lot.
What problems is the product solving and how is that benefiting you?
The ability to handle big volumes with efficies like macros, additional tags, problem tickets. It is saving efforts and man hours.
Great Service!
What do you like best about the product?
Zendesk has so many functionalities which make managing multiple customer enquiries that much easier, as it is all in one place. I also love their super quick customer support!
What do you dislike about the product?
The app is not easy to use when on the go, the formatting is confusing
What problems is the product solving and how is that benefiting you?
Any customer support enquiries that come in via email, SMS, Whatsapp and social media! Its been great to manage all the questions in one platform and nothing gets missed
Recommendations to others considering the product:
100% recommend, super useful platform
Very nice to use
What do you like best about the product?
The way you can move from a ticket to another
What do you dislike about the product?
When a client opens a ticket and "cc" you, you receive an email but you can't see the content
What problems is the product solving and how is that benefiting you?
Understand my clients needs
Helpful and available service
What do you like best about the product?
The Live Chat is very prompt and the transcripts are really useful, although the level of email confirmations is kind of overkill.
What do you dislike about the product?
Depending on the rep, sometimes I will need to take way more time to explain the specifics of what my issue is before getting relevant help.
What problems is the product solving and how is that benefiting you?
Having a centralized system for our customers has allowed us to more efficiently help our customers; having the profile settings is making it easier to get a better scope of how we can best assist them.
Highly Customizable To Your Business Needs
What do you like best about the product?
The ability to customize your instance is much easier than other CMS tools. The user-friendly interface on both the agent side and the customer submission forms for intake of customer information.
Reporting abilities are very robust but can be labor-intensive to build as there are too many attributes that are similar that can skew the data queries.
The new dashboarding section is a great addition to Explorer.
Reporting abilities are very robust but can be labor-intensive to build as there are too many attributes that are similar that can skew the data queries.
The new dashboarding section is a great addition to Explorer.
What do you dislike about the product?
The Explorer reporting back is as challenging as it is great. There are too many options and ZD would be smart to offer a canned set of reports on the enterprise addition that are outside the normal ZD Support
Not a huge fan of thumbs up, thumbs down as a CSAT measurement and there is no way to add other options.
Not a huge fan of thumbs up, thumbs down as a CSAT measurement and there is no way to add other options.
What problems is the product solving and how is that benefiting you?
We needed a better tool to have customer intakes as the company grew and scaled. We needed a secure and customizable system of record that was able to provide the support team with an easy to use tool, leadership to have visibility into customer support experiences, and for customer to easily provide all the required info needed to troubleshoot,
Recommendations to others considering the product:
Make sure you have your requirements clearly lined out if using them to facilitate an implimention
Zendesk has great software
What do you like best about the product?
Macros and emails are automatically saved.
What do you dislike about the product?
Need third party apps which are often paid for workflow.
What problems is the product solving and how is that benefiting you?
Not applicable
Recommendations to others considering the product:
More apps created by Zendesk or flexible options with billing for apps.
Reliable, scalable customer support platform
What do you like best about the product?
The Zendesk community is also very helpful when troubleshooting issues or finding best practices. Overall, it remains a reliable platform for managing support workflows efficiently.
What do you dislike about the product?
Since moving to Agent Workspace, we have noticed some missing features and workflow limitations compared with the previous experience. Improving feature parity and making some support workflows more flexible would make the platform even stronger.
What problems is the product solving and how is that benefiting you?
Managing and serving large numbers of contacts simultaneously.
Using their various tools we're able to effectively solve customers concerns in a timely manner and at high volumes
Using their various tools we're able to effectively solve customers concerns in a timely manner and at high volumes
Recommendations to others considering the product:
I'd highly recommend trying it out. It's a very well rounded product.
Based on ticketing system to provide complete omnichannel support solution for customers interaction
What do you like best about the product?
Customized flow builder to guide customers and collect relevant info for agents to provide personalized service to customers
What do you dislike about the product?
Limitation on UI customization in mobile applications.
What problems is the product solving and how is that benefiting you?
Automated my support process by getting customers to do-it-yourself, for example, self-service with the knowledge base. All inquiries logged are tracked and bounded by SLA
Recommendations to others considering the product:
NA
Flexible product for our small helpdesk team
What do you like best about the product?
We have found Zendesk to be customisable enough to meet our small helpdesk team's needs. We are finding macros particularly useful.
What do you dislike about the product?
Explore dashboards are good but not as intuitive as Power BI.
What problems is the product solving and how is that benefiting you?
ZSS helps us manage our customer queries efficiently and Explore helps us track our, and their, strengths and weaknesses.
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