Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Great interaction with details
What do you like best about the product?
When I could not resolve the issue with L1 resource after 10+ emails. The L1 referred the ticket to an L3 resource, for issue discussion and review. And the issue was resolved.
What do you dislike about the product?
I did have to repeat myself a couple of times to have someone comprehend my specific issue.
What problems is the product solving and how is that benefiting you?
Seamless offering to customers for support and knowledge based articles.
Recommendations to others considering the product:
It is helpful because of the one-stop shopping, support and self-help.
Great app
What do you like best about the product?
Flexible, lots of power under the hood, but easy to setup and get going. Great support. Great documentation as well.
What do you dislike about the product?
The only issue I have is the inability to hide internal ticket forms from the public without a bunch of custom JS that I have yet to get to work right.
What problems is the product solving and how is that benefiting you?
Able to get metrics on our support traffic. Address our customers' issues with our apps.
Makes helping customers easy
What do you like best about the product?
It's versatile, easy to customize, scalable, and intuitive to use.
What do you dislike about the product?
Set up is very time-consuming, so you need to think carefully about how to do all the required work.
What problems is the product solving and how is that benefiting you?
We've managed to solve more problems for customers while they're online on our website.
Back for the third time
What do you like best about the product?
Robust automation options and ways to categorize data
What do you dislike about the product?
Difficult to find documentation and obscure wats to implement what should be default workflows
What problems is the product solving and how is that benefiting you?
Disorganized issue reporting, disorganized escalation pipelines
Streamlined customer support
What do you like best about the product?
I like how the zendesk user interface keep customer interactions organized. It integrates with my companies phone systems, so we have a single database to keep all customer interactions. This makes it easier to help customers that reach out multiple times with the same or different issues. The reporting also helps me gauge efficiency in my workflows.
What do you dislike about the product?
It seems like sometimes certain features don't work propperly. There are instances where a chat has been closed out but it's still showing as active in my open ticket queue. My team has also had issues with Zendesk assigning multiple people the same ticket.
What problems is the product solving and how is that benefiting you?
We are solving issues for thousands of customers every month. Zendesk has helped me and my team work more efficiently because it integrates with the other tools we use.
Recommendations to others considering the product:
Zendesk is an excellent tool for customer support but keep in mind that integrating it with other software may require additional work on the back end.
Been using Zendesk Support for 10 months now
What do you like best about the product?
many functions, clear visibility, shopify integration, open, pending and solved status, triggers&automations...
What do you dislike about the product?
live chat from zendesk team, because the bot is giving me articles when I need a human to help me out. It's kind of a turnoff to have to put so much effort into getting to speak to human.
Also, Zendesk Chat could be better, but I'm not sure about this one if I'm using it correctly, so I need more time to review this properly
Also, Zendesk Chat could be better, but I'm not sure about this one if I'm using it correctly, so I need more time to review this properly
What problems is the product solving and how is that benefiting you?
Our support system is smoother and more organized, thanks to tags
The benefits are that you can create triggers and sort tickets into different views :)
The benefits are that you can create triggers and sort tickets into different views :)
Change made easy
What do you like best about the product?
The undercurrent of customer-focused service is what I like best about Zendesk. It permeates throughout my use of the software, from creating flows and quick tools that improve my team's work experience within Zendesk to reaching out with my ticket when we have an issue. My experience and the experience of my team are at the forefront of design, improvement, and service.
What do you dislike about the product?
I struggle with Triggers on occasion. I want tips or guidance to be more readily available and specific to the trigger I'm trying to build. After 2-3 attempts to modify a trigger, if a prompt would pop up asking me if I'm trying to accomplish X or Y, follow these steps or check these conditions, etc.
What problems is the product solving and how is that benefiting you?
We're identifying customer pain points and supporting the need to devote time and resources to resolve them, based on the data we're pulling from Zendesk. We've realized we can automate a lot more to free up our team.
Zendesk has been great!
What do you like best about the product?
Ease of use and ability to put everything in one place.
What do you dislike about the product?
Moving numbers over is a bit complicated.
What problems is the product solving and how is that benefiting you?
We were using multiple apps to communicate, now it's all in one place.
Zendesk support suite is perfect to help your customer
What do you like best about the product?
Zendesk support suite is easy to use, everything is managed by Zendesk. You don't need a server, backup etc. It is easy to manage tickets with Zendesk support suite.
What do you dislike about the product?
It would help if we could more easily upload files without restriction to ticket but also to our client's profile.
What problems is the product solving and how is that benefiting you?
It help manage questions and problems from our end-user. It keep an history of all the problems, questions and answers. The knowledge base is also really useful!.
Everyday use, works perfectly and is easy to manage.
What do you like best about the product?
Very easy to use, has a lot of different ways to automate the system for better performance.
What do you dislike about the product?
The fact that the tickets never stop coming.( as a joke)
What problems is the product solving and how is that benefiting you?
Everyday software and hardware problems
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