Zendesk Suite
ZendeskExternal reviews
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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.
Very Good Tool
What do you like best about the product?
Zendesk makes it easy to manage support inquiries from customers. We have used it at several companies I have worked for, and it has always served us well. I work on the Customer Success side of the house, so it is great to be able to go in and look at all the tickets a particular customer has put in to gain insight into how their experience with the product is going. We also have it integrated with ChurnZero (our Customer Success platform) so we can get alerts if a customer has filed more than x number of tickets in a given period of time, which is super helpful for our team. I also like that CSMs can be copied on tickets from their customers so they can easily hop in and reply or leave an internal comment if needed.
What do you dislike about the product?
For the most part, I am very happy with Zendesk. If I had to choose something to improve, I would say that the search functionality is sometimes not great, especially for weird/unique company names, which can sometimes make it hard to find the ticket you're looking for. I have also heard that the reporting leaves some things to be desired, especially for larger support orgs, but I haven't run into it myself.
What problems is the product solving and how is that benefiting you?
The problem Zendesk solves for us is how to provide a consistent, quality experience to our customers for their support needs. We get tens of thousands of tickets per month and are able to service our customers quickly and consistently using Zendesk.
Good interface and very organized
What do you like best about the product?
The system is very detailed and customizable. The help center messaging is very helpful and for the price point, it really is a pretty good product. Overall happy with it
What do you dislike about the product?
There isn't a lot of on-demand support. I would love a direct email to help with questions or tech support. A phone number to call and walk through questions would be ideal.
What problems is the product solving and how is that benefiting you?
Zendesk help center has been helping us with overall support management for our team. We have implemented a chat feature and can monitor issues, and common concerns of our clients.
Recommendations to others considering the product:
I recommend having an operations manager to focus on the system. It is time-consuming to set up and makes it easier to have a dedicated person working on it
A Simple Customer Support and Customer Experience Management Tool
What do you like best about the product?
Having the ability to track all your customer interactions is critical for our business. Knowing and sharing what our customers need across our organization helps us to deliver a customer service experience that few of our competitors can duplicate. In our industry, relationships are everything and being able to deliver unmatched customer service makes us stand apart from our competitors.
What do you dislike about the product?
The new pricing structure makes this an all-or-nothing affair. When we first started using the service we were able to add-on or not use specific services as needed. Today, you'll find that you have to the service as-is, even if it's overkill for your organization.
What problems is the product solving and how is that benefiting you?
With Zendesk Support Suite we've been able to bring together multiple customer personas that would've otherwise been siloed into separate databases directly into the hands that need it the most - our support team. It's allowed us to cut response times to sensitive issues and improve our ability to issue course certifications.
Recommendations to others considering the product:
Understand that buying into the service is an investment in your business. It's not the cheapest or most expensive option but there are a number of features that are designed to maximize customer interactions - from offering support to online shoppers to handling sales and marketing outreach, there's a lot here for teams looking to streamline their customer experience.
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