Zendesk Suite
ZendeskExternal reviews
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Easy to Use and Setup
What do you like best about the product?
Easy set-up. The ease includes the phone setup. You can count on getting up and running in no time.l
What do you dislike about the product?
Other CRMs thread your customer interactions in a much more digestible way. In Zendeesk, if you want to see the history between you and a specific customer, you need to search for your customer's email/phone to see all tickets associated with them. This leaves you opening and closing multiple tickets to find the interaction you are looking for. It's a bit cumbersome and not efficient.
What problems is the product solving and how is that benefiting you?
Easy reporting is the biggest reason we went with ZenDesk. The built-in reports make it easy to gather and understand your data quickly. Your Agents will be able to digest this data with no problem.
I love how helpful the support agents are!
What do you like best about the product?
If you cannot find what you are looking for you can connect with a live agent to assist you! :)
What do you dislike about the product?
I tend to not be able to fin what I am looking for which means I have to talk to a live agent but all the live agents have been wonderful to work with.
What problems is the product solving and how is that benefiting you?
Loading of chat(I pull data to be able to see if my agents are doing what they should be)
Issue contacting our customers via ZD
What do you like best about the product?
Able to get a response within a relatively short window.
What do you dislike about the product?
Sometimes the issues are a little harder to explain in written form. I know this is probably easier for ZD agents to be able to respond, but can lead to a bit of back and forth
What problems is the product solving and how is that benefiting you?
Most of the time, the issues are things we can figure out. However, it's nice to know that we can reach out to support if we have problems. In this case, we addressed an issue that may be more painful in the future.
a bit complicated but still efficient
What do you like best about the product?
the easiest way to make contact with customer and have their feedback live
What do you dislike about the product?
the fact that the new updated is so limited and can be difficult to get use to specially that now everything is in one dash
What problems is the product solving and how is that benefiting you?
it is the best platform to have feedbacks from customers and partners and have a direct chat with them and traceability through tickets
a very beautiful experience
What do you like best about the product?
integration of Zendesk on the application synchronization on social networks
What do you dislike about the product?
the trigger the manipulation but in short it remains excellent
What problems is the product solving and how is that benefiting you?
real-time communication, support via email address
Tried & tested solution. Zendesk is the ultimate tool to delight & support our customers.
What do you like best about the product?
Zendesk helped us to serve our customers via multiple channels (SMS, Email, WhatsApp, Call & Social Media) in the most sophisticated manner. Now we are able to resolve 100% of tickets coming in from multiple sources within 24 hrs due to excellent tooling we have thanks to Zendesk.
What do you dislike about the product?
I am familiar with zendesk since I have been using this for the last month & to our surprise, the zendesk team always has a solution for all of our requirements just when we need it, out of the box. so I am yet to discover something which might not be likeable for our company needs.
What problems is the product solving and how is that benefiting you?
It helped us to track and assign tickets efficiently & reaching out to customers from whatever medium they prefer zendesk has it all. Also, it allows us to set great automation and create a self-serve system for our customers using Gather.
A new world, with many pros and some cons
What do you like best about the product?
It gives you the freedom and tools to develop a structure in your customer support channels while maintaining flexibility to adapt to your needs. Evaluations of competitors have shown a higher degree of personalisation.
Support truly works their way up to the solution of bugs found.
Support truly works their way up to the solution of bugs found.
What do you dislike about the product?
Research doesn't work wonderfully:
- shows you all the results, but the preview is the first line of the conversation, not the specific line where the keyword is found
- if you search for a specific tag with the operator "*" at the end and then order for a particular column, the operator "*" is lost (now SOLVED by issuing a ticket to the support)
Other points:
- if the ticketing system is in CC and not in TO, the message is shown as if it was sent to the ticketing
- the architecture of what happens when an agent is in CC with its email is somewhat complicated or unclear, sometimes generating unwanted extra notifications or lack of notifications
- when proactively creating a ticket to answer a call, for example, the first message never goes out, need to remember to provide a first update on the message
- shows you all the results, but the preview is the first line of the conversation, not the specific line where the keyword is found
- if you search for a specific tag with the operator "*" at the end and then order for a particular column, the operator "*" is lost (now SOLVED by issuing a ticket to the support)
Other points:
- if the ticketing system is in CC and not in TO, the message is shown as if it was sent to the ticketing
- the architecture of what happens when an agent is in CC with its email is somewhat complicated or unclear, sometimes generating unwanted extra notifications or lack of notifications
- when proactively creating a ticket to answer a call, for example, the first message never goes out, need to remember to provide a first update on the message
What problems is the product solving and how is that benefiting you?
Let me manage custom fields for every support case and make some of them mandatory to solve it.
Let me better manage and control the status of each request and the general workload in a particular moment
Let me have a deeper understanding of what we do every day and how things are evolving thanks to a great KPI suite
Let me better manage and control the status of each request and the general workload in a particular moment
Let me have a deeper understanding of what we do every day and how things are evolving thanks to a great KPI suite
Good follow thru
What do you like best about the product?
The agent kept up and responded in a timely manner
What do you dislike about the product?
That I could not chat directly with an agent
What problems is the product solving and how is that benefiting you?
Zendesk can be very difficult at times but the articles are good
Zendesk support is lacking
What do you like best about the product?
The best is probably the UI and the way tickets work
What do you dislike about the product?
There can be a lot of issues, and easy to create inefficiencies. Support for issues is also not great
What problems is the product solving and how is that benefiting you?
It is helping us resolve issues in our units and issues with our guests
Most Straightforward Platform!
What do you like best about the product?
It is very user friendly. Even when you don't know the answer to something, resources are unlimited and the support team are very efficient.
What do you dislike about the product?
The default features aren't always optimal and integrations can be costly. Don't think that's Zendesk's fault though.
What problems is the product solving and how is that benefiting you?
Allows us to communicate with customers across multiple channels which we weren't able to do previously.
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