Zendesk Suite
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Zendesk for all the support needs
What do you like best about the product?
Zendesk provide us with all the tools that we need on an business support world. From Guides, to Ticketing world, Live Chat, Talk Support etc. With one subscription you can have these variants of support tools.
What do you dislike about the product?
There is no live support from the zendesk support team if we have any issues going on, we need to reach the CSM if we need any immediate help.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us to provide support to our customers and users
A great unified tool
What do you like best about the product?
Using Zendesk has allowed to combine multiple existing tools into one provider. This has allowed us to increase the efficiency of support agents and cut costs across multiple platforms. The ongoing development and updates to the platform have shown their commitment to creating a great customer service tool.
What do you dislike about the product?
Zendesk does have a fairly steep learning curve, especially if you are intending to manage this internally. However using the training resources and support articles there is typically always an answer to any question.
What problems is the product solving and how is that benefiting you?
Previously we were managing multiple different tools with no unified system to tie out customer conversations together. Combining everything into Zendesk has allowed us to get a unified vie of our customers and how we can assist them.
Zendesk review
What do you like best about the product?
I really like the way tickets sort into tabs. Batch selecting and assigning, formatting, and the article creation are all very helpful.
What do you dislike about the product?
The way forwarding works is slightly unclear. I would like it if macro's appeared where I have last selected, rather than always at the bottom. I would really like it if there was an undo-send option. Searching for tagged tickets isn't always easy.
What problems is the product solving and how is that benefiting you?
Zendesk helps me work through all emails customers send my company and make it possible to respond to 100% of the support emails we receive.
a very good experience with
What do you like best about the product?
its interface, customer relationship, the tickets
What do you dislike about the product?
many triggers I can't handle anymore, the closing of tickets, real-time assistance
What problems is the product solving and how is that benefiting you?
traceability, the tracking of complaints
excellent experience
What do you like best about the product?
customer relationship ticket assignment instant chat, support box integration
What do you dislike about the product?
the triggers, the bug observed from the closing of the tickets
What problems is the product solving and how is that benefiting you?
ticket assignment, real-time chat traceability
Excellent experience
What do you like best about the product?
Real-time statistics, traceability of claims for each customer
What do you dislike about the product?
The triggers, the lack of updates, and most importantly, the unavailability of a support service.
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 services
Industry standard for large teams
What do you like best about the product?
The tool is completely configurable to an organization's needs - if you're looking for a highly scalable industry standard tool with highly trained staff then you should choose Zendesk
What do you dislike about the product?
To correctly implement and benefit from Zendesk you need to have prior knowledge or you need to complete a thorough amount of training. The tool is highly configurable, so the team needs to be trained properly , which becomes time consuming
What problems is the product solving and how is that benefiting you?
Zendesk tool is the best ticket based support tool out there - conventional businesses, having a ticket based approach, can easily build their support stack around Zendesk
The perfect tool for running your customer support organization
What do you like best about the product?
I have been using Zendesk since 2015 (7 years at the time of writing this review). I have seen it go through a sea of change. Things, I like:
- Queues
- Analytics (Zendesk Explore). It's an excellent tool to make tactical as well as strategic decisions.
- Automation
- Triggers
- Integration (It's fantastic to get slack notifications when events on tickets happen)
- Help Center (If you want to run a Knowledge-Centered Support, Zendesk Guide is simply awesome). I love the folder structure, role-based access control, web analytics including integrations with Google Analytics
- Queues
- Analytics (Zendesk Explore). It's an excellent tool to make tactical as well as strategic decisions.
- Automation
- Triggers
- Integration (It's fantastic to get slack notifications when events on tickets happen)
- Help Center (If you want to run a Knowledge-Centered Support, Zendesk Guide is simply awesome). I love the folder structure, role-based access control, web analytics including integrations with Google Analytics
What do you dislike about the product?
- The mobile interface is extremely limited and tough to navigate
- Inability to put custom fields in the End-user's (on help center) view of their tickets without putting coding efforts
- Email support. This is especially a weak point. Their response time is huge. However, the chat support is relatively faster
- Inability to put custom fields in the End-user's (on help center) view of their tickets without putting coding efforts
- Email support. This is especially a weak point. Their response time is huge. However, the chat support is relatively faster
What problems is the product solving and how is that benefiting you?
- The entire Support load (tickets, chats, tweets)
- Zendesk Guide helps me run a Knowledge-Centered Support, where customers get to self-serve themselves using Knowledge Base Articles. This means they no longer need to contact the support team (Metric to check: Deflection)
- Zendesk Guide helps me run a Knowledge-Centered Support, where customers get to self-serve themselves using Knowledge Base Articles. This means they no longer need to contact the support team (Metric to check: Deflection)
Zendesk is a top notch support system
What do you like best about the product?
Extremely configurable, and as you would expect, great support. We only used a small fraction of the capabilities but customized it to make things easier for everyone and retain customers.
What do you dislike about the product?
It's not that I dislike it, but you will need at least two administrators to run Zendesk and maintain the software with internal personnel and external customer requirements. The only reason I didn't rate this a 10 is because you need to be aware of allocating staff to help out. It's really only a burden during setup, but it's nice to have a couple people keep an eye on how things are working.
What problems is the product solving and how is that benefiting you?
I looked at our numbers regarding revenue and client retention, and it was a cost saver to implement Zendesk instead of continuing to use email and phone for 1st tier support.
Lots of Features and also Advanced Reporting Metrics
What do you like best about the product?
Zendesk is a really helpful tool for tracking tickets, agent average handle time, and identifying support roadblocks that drive up support through the use of tags. It's mostly intuitive to use and there are lot of options to customize through macros, a help center, etc.
What do you dislike about the product?
The overall interface looks dated and a bit "clunky." Compared to other products I've used it's one of the lesser "clean-looking" ticket management tools out there. There are some quirky differences as well between emailing customers and using the newer "Messaging" component.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us identify which types of tickets are bringing in the most support. It helps Managers and Leads view average handle time and team occupancy to ensure we're well-staffed.
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