Zendesk Suite
ZendeskExternal reviews
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Great communication!
What do you like best about the product?
Great communication and the support person was very helpful!
What do you dislike about the product?
Took a while to find the right support portal
What problems is the product solving and how is that benefiting you?
The agent was able to help me figure out how to export user data in Zendesk
Great customer experience tool
What do you like best about the product?
I love how all agents can see reply, and track tickets
What do you dislike about the product?
I dislike some rigid features like statuses
What problems is the product solving and how is that benefiting you?
Zendesk helps us provide top notch customer service to our customers
as the quality of service offered is excellent
What do you like best about the product?
the traceability of claims for each client in real time
What do you dislike about the product?
the unavailability of a service supports the triggers
What problems is the product solving and how is that benefiting you?
The tracking of claims and the assignment and allocation of tickets to other departments
mostly fine, but some very odd workflow decisions, such as each SMS creating a new support ticket
What do you like best about the product?
I like the integration with phone and email the best. Merging tickets between phone calls and emails works well.
What do you dislike about the product?
The SMS integration is the biggest downside. Each SMS message creates a new ticket, meaning it is easy to miss a customer's response, and you have to manually merge tickets afterwards.
What problems is the product solving and how is that benefiting you?
We needed a general support ticketing system that works across multiple communications channels, with automation abilities, and Zendesk does that reasonably well.
All in one solution
What do you like best about the product?
Zendesk offers tools for pretty much all aspects of customer support and beyond, so it makes for a one shop stop solution.
What do you dislike about the product?
It can be quite complex setting up everything, especially so for users not familiar with it already.
What problems is the product solving and how is that benefiting you?
We're incorporating all support related aspects using Zendesk, email and chat support as well as our knowledge base.
Superb Support
What do you like best about the product?
The Support staff are always friendly and helpful. The response is pretty quick and consistently so.
Never made to feel stupid for the things I ask about. Love using the support function
Never made to feel stupid for the things I ask about. Love using the support function
What do you dislike about the product?
The product can be quite confusing to someone who doesn't use it daily, and some things can be achieved in multiple ways. This leads to the possibility of inconsistent configuration, which can lead to more support needed
What problems is the product solving and how is that benefiting you?
The support suite is not only automating a lot of the incoming query streams but it is allowing us to have all support functions, eg tickets, knowledge base articles and customer details all in one place.
Easy transition great workflow
What do you like best about the product?
Ease of information access, easy to train team and quick to pick up
What do you dislike about the product?
not being able to forwrd a ticket, time when you need to resend information from a closed ticket
What problems is the product solving and how is that benefiting you?
Tracking the workflow of the team, and checking with resolution times and performance
User friendly
What do you like best about the product?
Categorizing the topic helps to target specific information needed in Zendesk support. Additionally, the chat option is helpful in case you are a bit lost on where to look. It would be great if the live chat agent could assist on the spot to answer any clarification not given on the page.
What do you dislike about the product?
Response time to my additional inquiry or asking for the chat support agent for assistance.
What problems is the product solving and how is that benefiting you?
Zendesk support suite helps me in my tasks specific to Reporting and Analysis. Using Explore (dashboard and queries) provides more context and quick return when showing the correct numbers on daily, weekly, and monthly reporting.
Support analyst's take on ZD
What do you like best about the product?
The tool is simple to use and very comprehensive in what you can perform on it in terms of ticketing and follow-ups and the whole 9 yards. I enjoy the feature that connects my ZD tickets with JIRA where we tag internal company tickets. It helps keep a track of everything. Also like the custom views I can build for my dashboard.
What do you dislike about the product?
There has been some shaky performance with some changes made to the chats of late. It does not allow the users to send and receive attachments. There have been issues where the application on the phone would not be in sync with the webpage. Also sometimes the notification does not go off for a new chat session and the customer has to wait as a result.
What problems is the product solving and how is that benefiting you?
This is our go-to suite for providing support to our users on our platform. Users mostly chat whenever they are troubled by something on the platform. They can also email us. We can keep track of their issues/questions using the tickets that are generated with our conversations with the customer.
Great service, even for support agents!
What do you like best about the product?
Being able to connect by email/chat with a support representative to make the most out of Zendesk is a great feature of the Zendesk Support suite. ZD is a robust tool, and it can be challenging to know all the functions that it offers for an Agent/Admin. I'm also excited about the reporting capabilities of Explore. Our main need of Zendesk is to report themes and trends that come in from our customers, and I love ability to report on tags to understand what our customers want without having to drill into every since ticket that comes our way.
What do you dislike about the product?
I wish there were more live, topic based trainings for Admins on how to use the platform. I learn so much as I go, and I've taken self-paced help, but my learning is usually baptism by fire. I do wish that the reporting capabilities were more user-friendly, and dashboards were more visually appealing to tell a story to anyone that sees it. I report to leadership themes and trends on a weekly basis, and I'm having to capture information from multiple dashboards since I haven't mastered how to make one robust dash that can showcase everything I want it to.
I also wish I have more time to learn what I can do with our Zendesk Guide feature, as I need it to only offer information to a sub-sect of users.
I also wish I have more time to learn what I can do with our Zendesk Guide feature, as I need it to only offer information to a sub-sect of users.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite is solving my reporting and tracking problems right now. I do wish that it were a bit more intuitive for me on how to use it (I do feel like I'm missing a few tricks of the trade), but I'm scouring through help center articles all the time to expand my knowledge.
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