Zendesk Suite
ZendeskExternal reviews
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The omnichannel software with the most reach on the market
What do you like best about the product?
Zendesk allows me an immediate response and an efficient service; it is easy to use and very practical, it will enable me to maintain continuous and clear communication with customers and to save that information.
What do you dislike about the product?
The employee must fill out many things manually; the ticket creation process should be more agile. The views are limited and not very configurable. I obtained better reports from the views than from the insights part.
What problems is the product solving and how is that benefiting you?
As a graphic designer fulfilling the role of developer, I have used this tool in companies where I have worked as well as in solutions for clients. Given the price-quality of the tool, I recommend it as a good solution.
A wonderfull platform at your young adult stage
What do you like best about the product?
The product Support is awesome, no one can beat Zendesk. The integration between the products is easy and helps a lot in our work. The webhooks allow us to go beyond the platform and make the solution scalable.
What do you dislike about the product?
When we're talking about Zendesk Explore, I missed being supported well and the product has a lot of issues. Sync data problems, when I edit a query and it is already in a dashboard, I need to edit this dashboard to update the report there, etc.
What problems is the product solving and how is that benefiting you?
Customer Service in different countries. Allowed us to create a Support department and, in some cases, helped us to increase the customer satisfaction and the response time.
Zendesk is a great tool
What do you like best about the product?
The ability to merge tickets and keep the ticket in one tool for easy tracking and customers can quickly contact us via chat.
What do you dislike about the product?
It only gives me 24 hrs before the ticket closes since maybe I need to reopen it or merge it with a new contact/ticket.
What problems is the product solving and how is that benefiting you?
I worked in a fraud security team, and we received a lot of contacts from our customers, and we needed a tool that will enable us to collect all the tickets in one place. And to be able to answer customer inquiries in a timely fashion.
Robust Support Tool for Tech
What do you like best about the product?
The flexibility of ZenDesk has been extremely beneficial to our support and product teams. The fact that we can write macros to save time, communicate and collaborate internally, and close the feedback loop all in one tool is fantastic!
What do you dislike about the product?
I'm not sure I have any major complaints with this software!
What problems is the product solving and how is that benefiting you?
ZenDesk serves as our customer support ticket system, our Knowledge Base, and our bug ticket creator (integrated with Jira).
Great software and service
What do you like best about the product?
My team is able to monitor and prioritize tickets and calls. My managers are able to edit fields to assist us in tracking issues, which is critical for compliance and training.
When we need support, I find Zendesk agents are always willing to assist so we can get on with the task of providing outstanding support to the platforms we support.
When we need support, I find Zendesk agents are always willing to assist so we can get on with the task of providing outstanding support to the platforms we support.
What do you dislike about the product?
I do believe explore is a bit limited as far as gathering data we need, however, I find reaching out to ZD support for assistance fixes that. They are able to guide me to the correct workarounds or fields to get the formation I personally need.
What problems is the product solving and how is that benefiting you?
My agents can work on multiple tickets at the same time, organize queues so nothing is left behind/forgotten, and enables us to identify urgency when needed. This allows us to tackle any deficiencies easily.
Zendesk simplified managing and track our support issues.
What do you like best about the product?
Ease of use, the mobile app is great, I love that it keeps up with all responses to tickets and will even link related tickets together to make tracking the scale of issues easier.
What do you dislike about the product?
It was not intuitive to setup, but it was not too difficult. it can create endless loops if an email request comes in from another support desk. Otherwise no problems.
What problems is the product solving and how is that benefiting you?
We are tracking and maintaining our support tickets and histories. We can easily leave notes for other techs that will be working on the issue. we can view our history and see how we are doing.
Three years of great experiences with Support Suite and 3rd party integrations.
What do you like best about the product?
I love how customizable the Support platform is for individual client needs. We can create reporting/metrics via a 3rd party vendors (Grow.com uses Zendesk API and Zapier) with all of our Zendesk data, including custom fields. Also, (though this makes two bests) their help center/knowledge base for using their platform is well kempt and updated farely often.
What do you dislike about the product?
The "included knowledge base with Support Suite" is garbage. It isn't easy to use and maintain from an Agent perspective. I think offering it as a free add-on shows that support ticketing is where they excel, and that the knowledge base is not a priority feature.
What problems is the product solving and how is that benefiting you?
There is one platform issue we are having one recurring issue concerning the aforementioned custom ticket fields and 3rd party vendor. But what benefits we have realized is how responsive, clear, understanding, and thorough Zendesk's support techs, support architects, and engineering teams are any time we send a report request to them for simple or complex issues.
Recommendations to others considering the product:
Take advantage of API and integrations. Plan on using a separate platform for knowledge base software unless you have someone who intimately knows website creation.
Zendesk for Customer Care Support
What do you like best about the product?
Implement changes easily
UI is Friendly
Automation
UI is Friendly
Automation
What do you dislike about the product?
Very Black and White, need to add more colors to the interface.
What problems is the product solving and how is that benefiting you?
Receive tickets from our Clients and solve their concerns and maintain records for each concern.
Also, integrated it into our KB articles for the help of support representatives.
Integrated Jira for T2/T3 analysis.
Also, integrated it into our KB articles for the help of support representatives.
Integrated Jira for T2/T3 analysis.
Zendesk for the win
What do you like best about the product?
The layout and the support you receive when assistance is needed.
What do you dislike about the product?
Whenever the system goes down but then again, Zendesk is always there to help.
What problems is the product solving and how is that benefiting you?
Customer-facing issues with ordered products.
Zendesk Review
What do you like best about the product?
The way you can automate ticket direction with keywords - gets the solutions brought to our users very quickly. Very organized in views and we can pull reports very easy.
What do you dislike about the product?
It is quite expensive for adding on new admins - in some cases, we need to have admins, and there is a big cost associated with the different views they have. Would like to see come down.
What problems is the product solving and how is that benefiting you?
We are grouping issues together quicker and making smarter decisions because of what is coming in.
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