Zendesk Suite
ZendeskExternal reviews
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My questions were answered promptly. Support colleague kept me in loop.
What do you like best about the product?
The support colleague kept me in the loop throughout the process, sought permission from me to take any actions, AND did not rest unless the issue was resolved.
What do you dislike about the product?
The waiting period in the chat box was not so reasonable. I left the screen to do some other work and meanwhile my turn came and went away.
What problems is the product solving and how is that benefiting you?
We are using the Zendesk CRM and only started to realize the benefits. The best thing I feel up till now is the search function for my contact.
Zendesk, a great CRM to keep your clients Happy.
What do you like best about the product?
The User Interface. It is simply to learn how Zendesk operates and make it simple to find things. Also, it creates excellent omnichannels systems so we can interact with our clients in different ways.
What do you dislike about the product?
Sometimes we have some problems with the WhatsApp integration. This channel once in a week leaves the client waiting for an agent response, but the team cant enter the chat to respond.
What problems is the product solving and how is that benefiting you?
We have solved the communication with the client, and also we solved the time we took to solve tickets. This helps to increment our NPS and have more satisfied clients.
The functionalities are good and user friendly
What do you like best about the product?
It's quite easy to customise and set up.
What do you dislike about the product?
It is hard to downgrade the plan once the subscription started.
What problems is the product solving and how is that benefiting you?
I tried to setup some categories and it's quite easy to do it myself.
The UI is easy to use.
What do you like best about the product?
The follow-up on tickets is an easy flow.
What do you dislike about the product?
Each feature has a fee associated with it.
What problems is the product solving and how is that benefiting you?
We use the guide as a self-help tool for users.
Zendesk Review
What do you like best about the product?
I like best when you use the macros, and it automatically pulls a description for the customer seamlessly.
What do you dislike about the product?
The downside of using Zendesk is that it takes time to get used to the functions. Some things can be confusing. There should be an AI system where it automatically displays macros that will likely fit a question a customer is asking. Like if it's about a "return," a return "macro" would automatically be suggested. Also creating macros can be confusing at first.
What problems is the product solving and how is that benefiting you?
Problems that I'm solving are customer concerns and questions about their orders and the benefits from using Zendesk that it's an organized space between e-commerce product/service and customer.
Very easy to use, great tool options
What do you like best about the product?
What I like best out Zendesk is that it allows you to customize your ticket they way you and the company sees fit.
What do you dislike about the product?
I do not like the bugs that occur while trying to use Zendesk, for example sometimes it will not record and save a ticket after a call or chat.
What problems is the product solving and how is that benefiting you?
We are able to customize tickets and pin point issues with provided details obtained within the ticket for clarity and best solutions.
Zendesk is intuitive, easy to adapt and use in our processes
What do you like best about the product?
Easy set-up and easy to use for all general support-issues. Works very good when an internal organization use the values and possibilities within.
What do you dislike about the product?
Some more specific set-up-issues are hard to figure out and/or find answer to on help-center. Am using Zendesk support with this issues, and mostly being satisfied with answers and suggestions.
What problems is the product solving and how is that benefiting you?
Most important benefit is to have all customer-tickets through a system and not in personal mails (even though it is a constant struggle to teach individuals both inside own org. as well as customers). The easy app vs mail-integration for communication within the company as well e3 parties if needed is very good.
Zendesk is an easy to use flexible support tool
What do you like best about the product?
It's flexible in what you can do but simple enough to just use from the start point.
What do you dislike about the product?
That some obvious features require the expensive Enterprise level to access.
What problems is the product solving and how is that benefiting you?
Keeping track of outstanding support issues and sharing the load.
Zendesk makes life a little easier
What do you like best about the product?
Having triggers and automations to support our workflow.
What do you dislike about the product?
Lacks some features, occasionally can be slow to implement new requests from the community
What problems is the product solving and how is that benefiting you?
With the correct configuration we have our tickets go to the most appropriate agents to service those requests.
Easy to use application is great for small business
What do you like best about the product?
I love having access to the application on my phone, which allows me to give proper attention to our support channels no matter where I am. There are many help articles for setting up triggers, macros, or automations. These articles and tutorials allow me to find exactly what I need in the moment rather than waiting on a response from a Zendesk team member. Use of macros drastically speeds up response times in tickets. There are customizations for almost anything you could think of to make it work for your company. I lalso ike the reporting features and the explorer capabilities for showing trends and tracking events.
What do you dislike about the product?
The one feature I wish the app had would be the ability to combine tickets from the app. It appears this is only available on the desktop web app. As an admin, I prefer to keep my tickets organized so that there are no duplicate responses and I can glance at total unsolved tickets. One other thing that I have noticed is that past a certain period of time, tickets will automatically be archived, which makes it nearly impossible to quickly see a quarterly or Annual report of all categories or tickets in general. There is a way to export these, but this takes away from the streamlined approach. It also adds additional time to reformat outside of Zendesk. It is not ideal for long-term tracking at all.
I am recently having problems with many users responding to the automation they have received and claiming they are not getting the personal email replies. I am not sure why an inbox would treat them differently. It appears personal replies are going to spam or junk folders while the automation is going to the inbox.
I am recently having problems with many users responding to the automation they have received and claiming they are not getting the personal email replies. I am not sure why an inbox would treat them differently. It appears personal replies are going to spam or junk folders while the automation is going to the inbox.
What problems is the product solving and how is that benefiting you?
We solve customer complaints of disconnections of our service as well as questions about how the service works. Many people don't quite understand how a firewall and VPN service works. Using the help desk feature we are able to quickly direct potential customers to answers and examples for how all of our technology works. We have multiple avenues to contact our company, and Zendesk helps organize them to the right place so that the customer receives the appropriate response. Triaging inquiries and support questions are managed well through Zendesk.
Recommendations to others considering the product:
Zendesk is very easy to set up and execute quickly. Managing a support team with this software is very efficient.
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