Zendesk Suite
ZendeskExternal reviews
6,541 reviews
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Good Software, great support team
What do you like best about the product?
it is pretty simple to use and understand, I got the hang of it within 5 minutes of using the software.
What do you dislike about the product?
Nothing much at the moment, its all pretty good
What problems is the product solving and how is that benefiting you?
Collating all the details onto a single page is one of the biggest advantages
Recommendations to others considering the product:
Its a good product
Excellent and solid platform
What do you like best about the product?
That it is a solid and self-explanatory platform, or if you need to there are helpful guides to complete tasks. The ticket system is advantageous.
What do you dislike about the product?
At present, I haven't any negative comments to make. Any issues I've had were all easily resolved with the support assistance from Zendesk Support. I have seen a new help system is coming and look forward to it.
What problems is the product solving and how is that benefiting you?
One issue I came across was that my Safari browser wasn't showing certain features; when advised to switch to Chrome, it resolved the problems. My productivity has also improved by using the platform
Best Tool for Tier 1 Support
What do you like best about the product?
The simplicity and ease with which the tool can be used.
What do you dislike about the product?
Its not dislike regarding the tools its just a limitation that other engineering teams can use it.
What problems is the product solving and how is that benefiting you?
Reporting
Easy and quick to use
Easy and quick to use
Upgrade was seamless
What do you like best about the product?
I recently upgraded Zendesk from a basic package to an enterprise package and the people I spoke with were nothing but helpful. I have been very impressed with the staff for their ability to help migrate and troubleshoot issues along the way. Thank you to Adam Levin &Philipp Oyama
What do you dislike about the product?
The help articles can be a little vague at times, but the support staff were great at helping me.
What problems is the product solving and how is that benefiting you?
Customisable emails for each of my brands and the ability to build a in-app help centre to bring the support I can provide to my customers to a much more personal and helpful experience.
It's easy to understand
What do you like best about the product?
Access is easy and understanding too is easy
What do you dislike about the product?
Little bit slow and can be more user friendly
What problems is the product solving and how is that benefiting you?
Easy to resolve and reply
I love Zendesk Support
What do you like best about the product?
Everything in zendesk, it is user friendly, easy to handle the tickets.
What do you dislike about the product?
Nothing but if there was a forward option it would have been better
What problems is the product solving and how is that benefiting you?
Customer Support emails, chats, technical issues, etc
Recommendations to others considering the product:
Go for it!!!
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
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