Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Excellent Support Tool
What do you like best about the product?
We really enjoy the ease of use and the fact that the tool is highly customizable using triggers, automations, macros, etc. We support a complex piece of software and Zendesk gives us the tools we need to convey solutions to our users accurately.
What do you dislike about the product?
It could use more features for efficiently cleaning up junk data.
What problems is the product solving and how is that benefiting you?
Technical issues with performance testing software. Our team's customer satisfaction is high, due in no small part to how easy it is to work collaboratively in Zendesk
Zendesk makes CS easy!
What do you like best about the product?
Zendesk is a true omni channel and allows agents to communicate with customers in one spot. It is pretty simple to generate sound data with the premade dashboards.
What do you dislike about the product?
I am having to choose b/w messaging and chat due to limitations within each. I want to switch to messaging but lose conversion tracking.
What problems is the product solving and how is that benefiting you?
Prior to Zendesk, customers were being forgotten about
Zendesk review as a day to day user
What do you like best about the product?
There are so many features such as snooze, a pending queue that automatically closes out cases where the customer is not responsive. I have used other similar tools but zendesk by far has the least number of issues and the support is good.
What do you dislike about the product?
The recent changes are not that great or at least I am yet to get the hang of it. My organization has zendesk customers such that it shows SLA even after the first response. There is an SLA after every email from the customer.
What problems is the product solving and how is that benefiting you?
We are managing our work with it. It helps us keep all our tickets in one consolidated place. It has so many tabs that are easy to keep track of.
An awesome support tool
What do you like best about the product?
Integration of various social channels, Customization available so can create fields and values according to each need and usecase.
What do you dislike about the product?
User Interface is a little confusing and complicated to understand at initial stage, once you get used to than its smooth
What problems is the product solving and how is that benefiting you?
Understanding customers better, providing resolutions to their queries, issues, problems.
Simple to use, limited training needed to ramp support agents
What do you like best about the product?
The interface is fairly intuitive and use requires little training to ramp new agents. I use the Guide, Support and Reporting. The front-end work is less than other systems like Dynamics or Salesforce.
What do you dislike about the product?
The reporting functionality isn't the most customizable but meets the majority of our reporting needs. There are also many required fields for agents closing cases. The options to add areas for tracking are a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We are using Support Suite to provide a ticketing system for internal user support and for tracking requests for IT resources for project work. The tools has greatly improved visibility and tracking for utilization of IT resources, helped to improve headcount forecasting and resourcing.
Organized and helpful
What do you like best about the product?
Zendesk allows the organization of the incoming chats, produces reports on the data, and has infinite possibilities of integration with any tools applicable to the operation.
What do you dislike about the product?
The default menu has many options that are not useful to my team, visually polluting the platform. In addition, we face difficulties with automated messages, which turn out to be somewhat limited or inflexible.
What problems is the product solving and how is that benefiting you?
The platform centralizes incoming emails, automatically dividing them by queues based on specific triggers. It facilitates the work as we can assign special teams to each row.
Zendesk is good for interactions among users
What do you like best about the product?
Interaction among users, easy to begin using, instant help and suggestions
What do you dislike about the product?
Expensive, no option to export data as Excel file (or at least I don't know how), no-predefined templates. Although it is easy to begin using, it isn't easy to learn using all the features.
What problems is the product solving and how is that benefiting you?
Create tickets for users to review, respond, and track progress.
Good platform
What do you like best about the product?
Article review tools, plethora of integrations
What do you dislike about the product?
No markdown support as an analog for WYSIWYG editor for Guide.
What problems is the product solving and how is that benefiting you?
Ensuring customer success
Good Experience but need some more features like Freshdesk
What do you like best about the product?
Ease of access is what everyone likes. I like to work with zendesk with most of the features that are available,
What do you dislike about the product?
I would like to correct the incorrect merge of tickets like undo option. You should also allow easy-to-understand reporting features. Not everyone is technical savvy but we would like it easy interface for even lay man to understand.
What problems is the product solving and how is that benefiting you?
I love solving customers' issues wherein the issue is repeatitive and you have a problem ticket feature where we can track such incidents. More features like these can be introduced.
Great product!
What do you like best about the product?
Zendesk has been a very diverse product in teams of what we have been able to achieve with it. Not just calls, but also a number of processes we have been able to automate saving us tome and money.
What do you dislike about the product?
At times, it can require a very significant amount of technical knowledge which can be challenging if you don't have that level of support in your business which can take a bit to work through at times.
What problems is the product solving and how is that benefiting you?
Clearly the ability to take calls, a wide number of extensions and integrations where we are then able to draw further data out of the product, call recording, and proactive texts have been very advantageous to our business.
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