Zendesk Suite
ZendeskExternal reviews
6,487 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Informative Support
What do you like best about the product?
Support suite is very transformative to our support environment. We were able to consolidate our email system into the ticketing system that Zendesk offers and are able to be more efficient and timely with our clients' requests. This has cut down on issues and latency and improved our ability to handle numerous requests at once.
What do you dislike about the product?
In my experience with Zendesk support suite, there really wasn't any negatives. The only thing I would say that could be improved is the ability to do more html and/or css coding to further personalize the ticketing system to the employer deploying this.
What problems is the product solving and how is that benefiting you?
We have solved numerous issues using Zendesk. Our whole company is using Zendesk as even a communication platform internally so that we can go back and look up tickets if needed or seek out similar tickets that were resolved for the solutions.
Recommendations to others considering the product:
If you are looking for a communicative platform along with a ticketing system to help you streamline your efficiency on both back end and what your clients' see, this is it. Even if you don't use this as a ticketing system, this is a fantastic piece of software that will help you consolidate your internal issues into one, easy to use system.
Great platform backed by responsive support.
What do you like best about the product?
User-friendly, robust platform for supporting your customers.
What do you dislike about the product?
Getting custom triggers in place was a bit challenging for me but was able to get through it.
What problems is the product solving and how is that benefiting you?
Supporting our customers
Good Suite to organize the ticketing system
What do you like best about the product?
I like Zendesk since it makes it easy for your team to provide support with no distractions and well organize the support team.
What do you dislike about the product?
I dislike that the filter is not available for our plan, and I think it is a helpful tool, indispensable at every level.
What problems is the product solving and how is that benefiting you?
With the Support Suite, we finally are able to organize the team answers as matters of interest.
Zendesk Support Suite Review
What do you like best about the product?
In many ways Zendesk makes operations extremely easier, smarter and agile. For my team, the biggest advantage is how chats are integrated with tickets.
What do you dislike about the product?
We miss some improvements such as a smart workflow for leveled support teams in chat, a possibility to create different sets of views and choose between them whenever. Oh, and the WhatsApp integration is very limited, it gives us the feeling that the product lacks some research with customers to see what we need from it.
What problems is the product solving and how is that benefiting you?
We've been having major improvements in our indicators for live chat. With automated chat distribution, live monitor, and agent workspace the agents work is way more efficient. With reports such as individual agent performance and chat analysis we can easily identify possible improvements and fix operational issues.
Recommendations to others considering the product:
I would recommend to set some benchmarking meetings with companies from your industry that use zendesk before getting started
A great support tool
What do you like best about the product?
Customisable and range of functionality are allowing us to replace several tools with just Zendesk
What do you dislike about the product?
Configuration is complicated. Some new features lack parity with older ones they aim to replace
What problems is the product solving and how is that benefiting you?
Ticketing. Chat. Documentation.
Zendesk Chat Review
What do you like best about the product?
real time chatting option with zendesk agent
What do you dislike about the product?
hard to find where to talk to a live agent
What problems is the product solving and how is that benefiting you?
didn't allow me to send advisor a verification login email or email her when we tried forgot password
It has lots of good functions, but there is still some room for improvement.
What do you like best about the product?
The views, macros and metrics are great!
What do you dislike about the product?
It's often slow, a pc application might help this.
What problems is the product solving and how is that benefiting you?
Solving customer issues. It covers lots of channels and has good metrics functions.
Recommendations to others considering the product:
It's an all-in-one support suite with lots of good functions, and it is well integrated with various apps and websites thanks to its widespread use.
Great Software with Customizations
What do you like best about the product?
I love all the ways that this software can be customized to fit the needs of my team. Zendesk makes it very easy to organize tickets in a meaningful way.
What do you dislike about the product?
I dislike the way suspended tickets are handled. We sometimes receive large batches of emails from the same sender email address, which can cause the system to flag the emails and send them to the suspended tickets view.
What problems is the product solving and how is that benefiting you?
Email organization is the biggest benefit of Zendesk. I can automatically group different types of emails and tasks into different folders for different teams.
Recommendations to others considering the product:
For others considering using Zendesk, I would definitely recommend that you take a look at this.
Always Helpful
What do you like best about the product?
It is a very easy platform to use. It has made customer support a dream with less hassle. they are also working on new integrations and features everyday. is super useful
What do you dislike about the product?
More ZenDesk authored integrations would be nice. also, dont make product changes without consulting your user base. it kneecaps your user base from critical internal workflows
What problems is the product solving and how is that benefiting you?
I am working on Slack to ZenDesk ticketing and potentially bypassing Slack to create tickets directly in ZenDesk. There's a few options which is nice because I can choose which will be the best for my organization
Great all-around tool for businesses
What do you like best about the product?
I like all the different tools that Zendesk provides to communicate with customers.
What do you dislike about the product?
There hasn't been an issue that I have with Zendesk that I haven't been able to get immediate help from their support team.
What problems is the product solving and how is that benefiting you?
We now are able to have a chat widget on our website along with a support email address that consolidates all the different ways people we contacting our Ministry for help. Now rather than having a person each out to several people for help, they are offered one way to contact our support team and the support team decides who should tackle the issue.
showing 1,471 - 1,480