Zendesk Suite
ZendeskExternal reviews
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Good not great ticket system for customer support
What do you like best about the product?
Zendesk allows you to support customers with a shared inbox ticket system. I like that Zendesk offers a central portal to view and respond to all customer inquiries. It is easy to assign tickets to specific agents and/or groups. Zendesk views are flexible and allow you to create specific personal and shared views based on user level.
What do you dislike about the product?
Reporting is a bit cumbersome, and difficult to understand how the metrics are calculated. The user interface feels outdated and could use a refresh. Creating automations aren't necessarily intuitive. I would prefer a drag and drop workflow rather than a more linear criteria configuration.
What problems is the product solving and how is that benefiting you?
Zendesk allows for all individual customer support requests/inquiries to reside in a single platform. This helps to get a broad view of customer support efforts and identify trends.
Recommendations to others considering the product:
Zendesk is a good option for those seeking a shared inbox ticket system and knowledge base functionality. It is worth exploring other options such as HelpScout.
Great enterprise grade Service Desk
What do you like best about the product?
Zendesk has rich and customizable workflows that ensure aligning your support organization to the ITIL framework is effectively done. As a global organization the responsiveness of the platform regardless of location is a real plus for efficiency of the support team
What do you dislike about the product?
The Zendesk UI can get quite cluttered and difficult to navigate if there are many integrations and widgets enabled. This can easily be addressed with some thoughful deployment considerations.
What problems is the product solving and how is that benefiting you?
We needed a globally available, scalable, and customizable ITIL-aligned Service Desk to deliver excellent service to our clients. As the Support team is globally distributed, the ability to track key performance indicators across the organization improved ticket flow and capacity planning, enhancing the Support team's efficiency.
Recommendations to others considering the product:
An excellent Enterprise Service Desk, but maybe too feature-rich for smaller deployments. Perfect for global enterprise organizations with a breadth of integration requirements.
The do it all Support Platform
What do you like best about the product?
The Zendesk suite has everything our team needed to launch our new support team, and continues to provide the tools we need to serve our users as best as possible. Before Zendesk, we were using different tools for phones, chat, email, ticketing, and reporting. All of this is now included in the same platform.
What do you dislike about the product?
Zendesk is a complex platform and needs extensive training to become an efficient admin. There aren't many native capabilities; many functions need to be coded in or created using triggers and automation. This is great for customizing a tailor-fit tool for your team, but it means having to set aside a lot of time getting to know the product as well as checking in regularly to maintain your support ecosystem.
What problems is the product solving and how is that benefiting you?
Zendesk allowed our support team to create support tickets for the first time. Every phone call, chat, text message, and email entering our support inbox creates a ticket that our team can filter and assign to agents accordingly. We are more organized and able to refer to specific cases very easily.
Recommendations to others considering the product:
I recommend Zendesk Support Suite if you are looking for an all-in-one solution to support your clients and internal team members.
easy access to resolve client issues
What do you like best about the product?
centralized location to solve any client issues submitted through our support email, you can see who is working on it and the stage that they are at
What do you dislike about the product?
not the most intuitive platform for non-support team members to check on the status of the issue and next steps to report to the client
What problems is the product solving and how is that benefiting you?
easier to keep track of updates and avoids having extensive email chains
Zendesk Suite
What do you like best about the product?
We can track our inbound tickets and calls, categorize them, and review them.
What do you dislike about the product?
At times there is a lag when the tickets are received and then posted into the CX que.
What problems is the product solving and how is that benefiting you?
Resolving customers' issues, organizing them by subject, issue, and type of ticket received.
Recommendations to others considering the product:
I would recommend that you have the up-to-date version of the Zendesk.
Great support software
What do you like best about the product?
Ticket management, administration and help center are self intuitive to use and set up.
What do you dislike about the product?
The reporting and monitoring of tickets are not easy to use. Explore has too many limitations wrt just simple export and table view of reports.
What problems is the product solving and how is that benefiting you?
Ticket management and content management
Recommendations to others considering the product:
Strongly recommend piloting for a focus group and do a detailed design of the rules, triggers etc. before scaling up. The tool has great admin options and the help center is great too.Make the best use of it.
Happy with Zendesk saas Fintech
What do you like best about the product?
Ease to set up, dashboard, search tickets, configuration
What do you dislike about the product?
Sometimes difficult to see entire ticket history without clicking many times in each action from the first one.
What problems is the product solving and how is that benefiting you?
Mainly using to handle support tickets from customers regarding our product and then triage and follow up from the support team. We have been able to track issues much better.
Recommendations to others considering the product:
None
Zendesk makes group engagements easy
What do you like best about the product?
I love that Zendesk allows for the ability to build unique 'queues' to split customer requests out into. We have several lines of communication, and being able to route those engagements into unique ticket groups with their own specific queues ensures that communications are well ordered for the team.
What do you dislike about the product?
I'm disappointed that this is not an easy way to trigger proactive engagements and followup on past tickets. Part of good customer care is being able to proactively re-engage customers to ensure they were fully served.
What problems is the product solving and how is that benefiting you?
I leverage Zendesk to run a group model of Customer Success - where our customers are able to be supported my multiple CSMs at once. Zendesk easily enables this model by providing a platform that allows for team collaboration, while also keeping things orderly so that engagements don't slip through the cracks.
It's very confortable and useful. It's open to extend by the API and multiple connections.
What do you like best about the product?
The time you can save using it and be able to have all the support in one place. The multiple connections and the way you can expand all the features it's very good.
It has very good documentation also. The help center it's very good too.
It has very good documentation also. The help center it's very good too.
What do you dislike about the product?
Some kinds of integrations don't work very well and Zendeks uses some automation or triggers to respond to some tickets by default but you can handle it and use it for multiple purposes.
What problems is the product solving and how is that benefiting you?
The multi-place for support tickets, having all in one place is the best. The skill to create automation, triggers and connect everything you need to Zendesk it's very useful too. Having the help center connected with the support tool it's a benefit too.
Zendesk is a great customer support experience, taking big steps to level up in the playing field
What do you like best about the product?
I like that Zendesk is moving towards how customers expect support in 2022
What do you dislike about the product?
Zendesk's time to launch new products and features is typically behind other more agile companies, this should be improved.
What problems is the product solving and how is that benefiting you?
Ticket workflows and automation allow our agents to get time back.
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