Zendesk Suite
ZendeskExternal reviews
6,543 reviews
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Zendesk is great!
What do you like best about the product?
Zendesk has a really clean, intuitive user interface and it helps us make sure customer questions and requests don't slip through the cracks.
What do you dislike about the product?
You can get so many features that managing them all can get complicated.
What problems is the product solving and how is that benefiting you?
We have to offer a channel for customers to contact us about any problems they run into with our software, and Zendesk helps us manage our responses.
from my simple experience I recommend it
What do you like best about the product?
the real-time tracking of complaints as well as the issues, its fluidity and its diversity helped me a lot
What do you dislike about the product?
oh! the triggers much more their deactivation and the assignment of tickets for the case of deactivation, bug
What problems is the product solving and how is that benefiting you?
Assignment of tickets for full traceability, processing of all types of requests. Management of complaints. Conversations.
Zendesk Support helped out with a config change I could not accomplish myself
What do you like best about the product?
Zendesk agent Sarah gave me directions to self-service. After realizing that we had SSO and that it prevented me from accomplishing the self-service change myself, she made the configuration adjustment herself. This was an unexpected perk (I was going in with low expectations).
What do you dislike about the product?
All good this time; nothing to dislike...
What problems is the product solving and how is that benefiting you?
They were able to make the configuration adjustment from their end (Zendesk's end) to make me a Chat admin. SSO prevented us from self-servicing.
An All-in-one Tool
What do you like best about the product?
Zendesk Suite has a lot of great features. Macros, triggers, and grouped views are the most helpful for my Support team. From a management perspective, Zendesk Explore offers detailed reports, though it is a bit challenging and overwhelming to use at first and takes time to get the criteria set as desired.
What do you dislike about the product?
The out-of-the-box Help Center is very basic. It would be nice to have published help articles that are not indexed to all customers for beta testing features, without requiring end users to create log-ins. It would also be great for individual Support Agents to have access to the tickets they receive CSATs on. This information is difficult to pull and keep track of.
What problems is the product solving and how is that benefiting you?
We use it for Support, Chat, Explore, and Guide (mainly), so it is solving many of our Support needs. The most significant change recently was our move back to Zendesk Guide for our Help Center, and this allows more people to be involved in managing our help center and keeping it up to date.
Zendesk is the easy way to manage Customer Support Tickets
What do you like best about the product?
Tickets are easy to "customize" with an inbox that separates them into things like "open, new, pending, deleted, spam, recently solved, etc". You can auto-assign tickets to agents but also just have the agent "take" a ticket, and it will show up in the boxes (all of them ) assigned to that agent. A nice feature so that you know which ones are yours.
What do you dislike about the product?
My dislike is only because I don't "use" all the features. The admin side is full of tools that don't pertain to me, but that's not bad. It just makes it a wee bit complicated to "find" the things I need. But that also means there are many features to agree with and complement many different business needs.
What problems is the product solving and how is that benefiting you?
Ticket assignment, ticket creation, ticket tracking, pending issues, open issues, problem solving and tracking (we have integrated with Jira, Metabase and a few other useful tools)
Help with automation of ticket assignments
What do you like best about the product?
The number of resources shared and the detail, the ability to go back and forth with the agent to get more tailored information.
What do you dislike about the product?
Sometimes the response is not instantaneous or might not lead to the answer needed.
What problems is the product solving and how is that benefiting you?
Issues related to automating ticket assignments and specific analysis using Explore.
Agent not only looked into it but sent us a troubleshooting guide for future issues.
What do you like best about the product?
Super easy to use and setup. Help is good too.
What do you dislike about the product?
I dislike that there isn't a sound option for incoming tickets.
What problems is the product solving and how is that benefiting you?
The ability to watch other coworkers work to know if people are pulling their weight.
excellente Platform
What do you like best about the product?
the factthat this platform provide so many options for us to work with
What do you dislike about the product?
sometimes there is somethings that are hard to understand or get used to
What problems is the product solving and how is that benefiting you?
it is helping us work with customers easily , and give them the help they need in a record time
good customer service platform
What do you like best about the product?
the fact that we can solve many issues in a record timing, which make our job much easier
What do you dislike about the product?
the new update is a bit hard to get the hang of it , plus sometimes we have multiple crashdowns
What problems is the product solving and how is that benefiting you?
easy customer service via chats , easy email access and organized problem solving
Review for Zendesk
What do you like best about the product?
best ticketing app and to track the customer issues on a real time
What do you dislike about the product?
Moble app is bit complicated to use and but difficult to understand
What problems is the product solving and how is that benefiting you?
zendesk is helping for the best customer experience and to track the cutomer issues and resolved them in real time
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