Zendesk Suite
ZendeskExternal reviews
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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
Very nice and easy for use
What do you like best about the product?
Very easy for use and fast software platform. Highly recommend!
What do you dislike about the product?
I little slow support and no cellphone hotline.
What problems is the product solving and how is that benefiting you?
Support internal users and assist. Save time and money costs
Recommendations to others considering the product:
Highly recommend!
Zendesk - the best Hi-tech Support Solution
What do you like best about the product?
Easy navigation and flexible options available!
What do you dislike about the product?
Very hard to reach Support teams. And do not have any contact phone available with Sales Teams.
What problems is the product solving and how is that benefiting you?
Support all kinds of softwares. Office 365 and other related to cloud based environment.
Really Made a Difference
What do you like best about the product?
Our previous system for opening and tracking tickets was just antiquated. Zendesk changed that for our customers and for us. We use the ticket, chat, and talk functions. Our customers have said they like being able to chat or open a ticket with one click instead of using multiple systems. From a support perspective, triaging the tickets is easier, seeing the information is easier, and getting metrics is easier. The ability to take a call or chat and convert it to a ticket is wonderful because it increases our efficiency in responding to and resolving any issues that require additional work. I had an occasion to contact support regarding a report I was trying to run and not only were they available quickly, they talked me through everything regarding my report. They sent me a .gif video that I could use to reproduce their results on my own. Oh, and I love the Explore functions! Creating our dashboard so that we can see exactly what we want to see when we want it. Round Robin is a free companion software that automates ticket assignment based on rules and schedules that we create and we love that too!
What do you dislike about the product?
I want the chat notification to be more visible. I found how to increase the sound notification, but the blinking at the top of the screen is easy to overlook when focused on something else.
What problems is the product solving and how is that benefiting you?
We can track the life of a ticket now. Using that information, we can identify where the workflow breaks down then make the necessary operational corrections. We can drill down data and know exactly who touched an issue. We have saved time for agents because they no longer have to rewrite and recreate issues. The automations have saved time so that agents don't have to worry about multiple follow-up emails when trying to get additional information. It's a one-stop-shop and replaced several separate systems. We created a link from our Support mailbox to Zendesk so that any emails that we receive are forwarded and automatically become tickets that get assigned.
Zendesk review
What do you like best about the product?
Support and Guide feature. This allows us to customise everything
What do you dislike about the product?
Pricing seems to be a bit high, price per agent is very expensive.
What problems is the product solving and how is that benefiting you?
Ticketing system allows to keep track and prioritise
Very Intuitive and Easy to Use
What do you like best about the product?
Zendesk is an excellent platform for customer service. It is easy to use and does not require end-user training for its operation. It allows the support team to easily handle customer inquiries through email, chat, and social media. This helps to provide fast and efficient customer service, which is very important for any business.
What do you dislike about the product?
The only drawback is that the platform is not available for free unless you are willing to get the Basic package.
What problems is the product solving and how is that benefiting you?
Provide help desk support to our staff.
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