Zendesk Suite
ZendeskExternal reviews
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Review on Zendesk
What do you like best about the product?
The Reporting Tool.
The basic structure of columns.
Speed and efficiency while working
The views can be sorted.
Eye icon was available in the view itself
Monitoring was easily possible
The basic structure of columns.
Speed and efficiency while working
The views can be sorted.
Eye icon was available in the view itself
Monitoring was easily possible
What do you dislike about the product?
Notifications were missing.
Views were no scrollable
Views were no scrollable
What problems is the product solving and how is that benefiting you?
Customer support.
Hence reporting on issues.
Hence reporting on issues.
A huge improvement to using Outlook or standard emails.
What do you like best about the product?
It compiles all of our methods of contact into one place. This allows us to have a customer database built from customer contact, Phone calls and emails all fall together. When we receive contact, it gives us a place to see all of the customer's history in one place. It is incredibly intuitive and all of the efficiencies it drives helps our business hugely. A few to mention are Macros, Triggers and Automations.
What do you dislike about the product?
I would like if there was a bit more functionality with some capabilities, for example, Macro's. It would be a bonus if they were able to work (at least somewhat) with HTML, so that we could use hyperlinks in our macros. There was an addition to Triggers that i'd thought would be useful however i can't seem to recall at the moment, apologies.
What problems is the product solving and how is that benefiting you?
We used to have a bunch of different systems to manage all of our customer contact. We had one system for phone calls, one system for emails and another for internal requests. Now we have compiled all three together using Zendesk. We've been able (with help from the development team) to integrate our phone system, 8x8, into zendesk so that our agents can use Zendesk for pretty much everything customer facing. We've found that this is increasing our service levels as now our agents can see everything they need on the one screen. Along with the efficiency of Triggers and Automations working in the background it stops a lot of the monotonous tasks that agents would have to follow. Also macros are a big efficiency as it means our agents can reply to a response within seconds instead of minutes.
Recommendations to others considering the product:
Ensure you explore all the possibilities of Zendesk when you have it. When we'd first started with it we'd thought we had implemented a lot of useful additions from what was already included. After review (and further training using the Zendesk training site) we'd realised that we hadn't even scratched the surface and that there was a lot more to uncover and make use of - an example being side conversations, which are a huge help for a company like ourselves that need to contact a lot of external email addresses/teams.
Great Service - Speedy reply
What do you like best about the product?
The time it took for my query to be answered.
What do you dislike about the product?
Nothing. Although they were unable to fix the query themselves, they guided me to the right people to get it fixed.
What problems is the product solving and how is that benefiting you?
I needed help via ZD suite support. They did everything right to help me.
Recommendations to others considering the product:
none
A lot of resources
What do you like best about the product?
There are a lot of resources, and if you create a ticket for something you have not found, they can help you that way as well.
What do you dislike about the product?
I would like more granular customization.
What problems is the product solving and how is that benefiting you?
Ticketing system and Knowledge base
This is on e of the best Tool
What do you like best about the product?
I like the way Zendesk has divided the queues.
What do you dislike about the product?
I don't think that there is anything to be disliked on zendesk.
What problems is the product solving and how is that benefiting you?
I solved P2P dispute of users.
Feels great working on Zendesk.
What do you like best about the product?
The graphical representation of data is best.
What do you dislike about the product?
Some times works slow unable to know whether it is network issue or not.
What problems is the product solving and how is that benefiting you?
Tickets sent by the user.
Recommendations to others considering the product:
It helps in making work easy.
User friendly and intuitive!
What do you like best about the product?
It's relatively easy to set up and manage external requests while ensuring they are resolved in a timely manner. Also, love the data functionality to track progress and see trends to identify areas of opportunity both for the teams and the individuals.
What do you dislike about the product?
Wish there was not a limit to how many custom views could be added views list homepage.
What problems is the product solving and how is that benefiting you?
Customer service and retail partner suppot.
Product is easy to use and adopt.
What do you like best about the product?
The interface is simple and very intuitive. Users like the look and feel of the help center. The integration between the different channels is very convenient when trying to achieve one platform
What do you dislike about the product?
Does not integrate easily with Office apps. Specifically Teams and Power BI which is our standard reporting platform. Extracting data from group memberships and other fields is not easy and must be done by the Zendesk support reps
What problems is the product solving and how is that benefiting you?
We use the tool for our internal support. There is no external service offerings with this platform. We have consolidated multiple channels into one solution and integration.
Recommendations to others considering the product:
Easy to use and setup. No external consulting required.
Impresive Applications.
What do you like best about the product?
Helps for multitasking chat very fast, very secure, and complex.
Has many features.
Various kinds of integration are carried out such as Play Store and AppStore.
Friendly interface for people with a basic skill.
Relatively cheap price.
Has many features.
Various kinds of integration are carried out such as Play Store and AppStore.
Friendly interface for people with a basic skill.
Relatively cheap price.
What do you dislike about the product?
Some integrations had difficulties and several times failed to try until this case was brought up and taken care of by Zendesk engineers.
Provides features that are simple to implement.
SLA that takes a long time.
Some integrations are quite complicated but can still be handled by our expert team.
Provides features that are simple to implement.
SLA that takes a long time.
Some integrations are quite complicated but can still be handled by our expert team.
What problems is the product solving and how is that benefiting you?
Help clients to make it easier to reply to messages and do management for agents on duty.
Yes, because the chat responses and macros from Zendesk are very useful.
Incoming tickets can be replied to quickly and according to the time and date when the ticket was received by the integrated system.
Ensure the security of data integrated into Zendesk.
CSAT (Customer Satisfaction) is very Helpfully.
Can call customers directly using Zendesk without other 3rd party applications.
Yes, because the chat responses and macros from Zendesk are very useful.
Incoming tickets can be replied to quickly and according to the time and date when the ticket was received by the integrated system.
Ensure the security of data integrated into Zendesk.
CSAT (Customer Satisfaction) is very Helpfully.
Can call customers directly using Zendesk without other 3rd party applications.
Recommendations to others considering the product:
taking into account some of the things I have stated above as I like Zendesk from several aspects such as:
1. Helps for multitasking chat very fast, very secure, and complex.
2. Has many features.
3. Various kinds of integration are carried out such as Play Store and AppStore.
4. Friendly interface for people with basic skills.
4. Relatively cheap price.
1. Helps for multitasking chat very fast, very secure, and complex.
2. Has many features.
3. Various kinds of integration are carried out such as Play Store and AppStore.
4. Friendly interface for people with basic skills.
4. Relatively cheap price.
Great!
What do you like best about the product?
I like that I can integrate many different things into Zendesk that I would not be able to through other platforms. You can incorporate Shortcut and other functions into Zendesk, making it a lot more inconvenient for daily use.
What do you dislike about the product?
I wouldn't say I like how slow Zendesk is sometimes. When changing between ticket tabs, it will take a long time to click and start typing or even switch tabs in general.
What problems is the product solving and how is that benefiting you?
I like that I can integrate many things into Zendesk that I would not be able to through other platforms. You can incorporate Shortcut and other functions into Zendesk, making it a lot more inconvenient for daily use. We solve tickets using Zendesk. It's great.
Recommendations to others considering the product:
N/A
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