Zendesk Suite
ZendeskExternal reviews
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Easy to handle support tickets
What do you like best about the product?
The dashboard where you can see everything that needs your attention.
What do you dislike about the product?
There are a lot of options under settings. Can be hard to navigate for one specific thing.
What problems is the product solving and how is that benefiting you?
We use Zendesk for support tickets for our web application. It's easy to collaborate with other users and see it updated.
Very complete platform, but support isn't what we're paying for
What do you like best about the product?
It's easy to use, even for someone without any knowledge, it can be integrated with many Apps, there are different products according to needs, highly customizable, adapts to new technology and waves
What do you dislike about the product?
Price vs support relation isn't what we expected. We had a security incident that was turned down due to the time it took them to investigate, so there were no more logs to check. Minor issues (not so minor for us) have also been pushed away. I've been waiting 4 months to get the schedules set-up fixed, as we have offices globally and all need specific set-ups to finally be told that my ticket would be closed, and I need to check the release notes myself to find out when this gets fixed.
What problems is the product solving and how is that benefiting you?
KPIs and reports that we didn't have previously, centralization of work worldwide, integration with different platforms
Zendesk review
What do you like best about the product?
I enjoy the searching capabilities as well as the different menu options to differentiate different levels of users
What do you dislike about the product?
Preview functions are not very efficient, I would like to see tickets be more accesible
What problems is the product solving and how is that benefiting you?
Solves collaboration issues, makes working with a team easier
Great software, not cheap but worth the cost
What do you like best about the product?
The ability for each user to have individual logins and the ability for clients to create tickets
What do you dislike about the product?
I did not find a lot of use out of the Sales tool only because we weren't using it to its full ability
What problems is the product solving and how is that benefiting you?
Allowed us to create systems for clients to submit support requests
Solution for Support 101
What do you like best about the product?
One-stop solution for support for any type of organisation
What do you dislike about the product?
Detailed customisation only for enterprise subscribers
What problems is the product solving and how is that benefiting you?
Data-driven support solution. Real-time performance tracking & enhancement
Excellent software but very daunting at the start
What do you like best about the product?
It seems like a complete package but not for the faint-hearted the set up at least
What do you dislike about the product?
Very complicated to set up, but live help did help me
What problems is the product solving and how is that benefiting you?
Just initial set up and but we got there in the end, or we got the first bit done anyway. a long way to go to get it working, as it shows in the videos
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
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