Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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A workspace with many tools
What do you like best about the product?
I like that this tool is easily used by most & helpful for many tasks.
What do you dislike about the product?
Many times emails may not arrive to the receiver, be placed in spam, or not be delivered to us. This causes trouble when communicating
What problems is the product solving and how is that benefiting you?
Zendesk Support suite solves the problem of communicating with your audience via email.
Its quite good, there is some things to improve but overall it is good.
What do you like best about the product?
Plenty of channels: phone, live chat and e-mail in one place.
What do you dislike about the product?
Sometimes the UI shows old data like the end user's old name, etc., and you have to refresh the page to see the current data.
What problems is the product solving and how is that benefiting you?
We need to get all customer requests and questions in one place.
Good experience but can be improved
What do you like best about the product?
- The admin center and the agent platform are handy and easy to operate
What do you dislike about the product?
The functionality of KB and content adding or modification, including the help desk portal
What problems is the product solving and how is that benefiting you?
Accessible communication with customers and case management
Zendesk is a game changer for customer service teams of all sizes!
What do you like best about the product?
Ease of use, improvements that have been made (like new agent workspace) are helpful and built with both customers and agents in mind. Much easier to follow things up than a regular outlook inbox.
What do you dislike about the product?
Would really love an accessible reporting feature that concisely shows agents average time spent on an individual reply to a ticket (i.e not the ticket as a whole)
What problems is the product solving and how is that benefiting you?
I wouldn't say there have been large problems but they have made changes that streamline the use of Zendesk by agents and made it better. i.e small things like clicking an email address in ticket view to copy it for pasting, over time saves a lot of time
Support is very slow to respond
What do you like best about the product?
Ticket automation for our customers is well-done
What do you dislike about the product?
Support requests to Zendesk take too long to get responses and resolutions.
What problems is the product solving and how is that benefiting you?
We need to turn off mapping domains to organizations. It's causing major issues with our franchise customers that use the same email domain, but have their own organizations.
They take a long time to respond
What do you like best about the product?
The truth is that it is disappointing me in every way.
What do you dislike about the product?
They take a long time to respond and if you're not attentive, they close the ticket and you have to create a new one. Additionally, the knowledge base is quite limited and the tutorials even more so when you are a developer.
What problems is the product solving and how is that benefiting you?
Better attention. Better development in automation.
Awesome support tool
What do you like best about the product?
I can reach out to the support team at any time and get an answer right away. Plus, the support team is knowledgeable and efficient - can easily respond to your questions! The platform is easy to use and understand. I think the changes to the platform is moving in the right direction.
What do you dislike about the product?
Product feedback seems a little backward and some issues bugs on the platform are deprioritized and can take months to be fixed. Issues and bugs that are not in priority will just be closed and you won't hear back from them. You would have to insist to keep your tickets open and even then, you won't hear back until it's resolved and lost forever.
What problems is the product solving and how is that benefiting you?
Customer interactions are becoming much easier. You can reach out to your customers wherever they are.
Thrilled with the support received
What do you like best about the product?
The way, agent handled the situation and tried understanding the concern
What do you dislike about the product?
Nothing much! Really nothing that i didn't like.
What problems is the product solving and how is that benefiting you?
We couldn't view few tickets.. it was well explained that they never generated in the system
Straight to resolution!
What do you like best about the product?
The immediate report received after the bot sent my request
What do you dislike about the product?
I thought having the bot send my requests was silly but it worked out quickly either way, I was able to get the quick resolution that I needed without having to wait for an extended amount of time.
What problems is the product solving and how is that benefiting you?
Helped me resolve an issue regrading my permissions/views
A team transformation Out of The Blox
What do you like best about the product?
With some very simple triggers and automations, its easy to create a system of action that drives all tickets towards resolution. The plethora of integrations available add business intelligence power ups.
What do you dislike about the product?
There are some strange gaps in features, like the ability to configure events or create views around a ticket "follower". Ticket types are restricted to 4 default values.
What problems is the product solving and how is that benefiting you?
It greatly improves the consistency of the customer journey and reduces the amount of backlog compared to the previous solution we used.
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