Zendesk Suite
ZendeskExternal reviews
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it is not easy sometimes to find all necessary functions
What do you like best about the product?
It collects all information about 2-side communication, which is awesome to have.
What do you dislike about the product?
Sometimes, it is really hard to find the necessary function or information. ZenDesk is not intuitive as I wanted.
What problems is the product solving and how is that benefiting you?
I could not enable Drill In function on my dashboard but unfortunately this function does not work with live data.
Great tool with ability to customize for team needs/data collection
What do you like best about the product?
I like Zendesk because it gives me and my company a great way to manager client communications and questions about our product. Macros help us save time, tags help us look what kinds of requests are coming in more often than others, and ability to merge tickets ensures the same client is getting responded to really quickly. Success centre articles
What do you dislike about the product?
I dont think there is anything I dislike so far.
What problems is the product solving and how is that benefiting you?
It is helping us understand what types of articles we need to create more of for our customers and it is helping our agents deliver a consistently awesome response time as a team.
Zendesk Suite Review
What do you like best about the product?
Zendesk affords a simple, concise approach to a support helpdesk. It's easy to configure and easier to use.
What do you dislike about the product?
The cost of the product and the recent upgrade process was less than desirable.
What problems is the product solving and how is that benefiting you?
We're able to streamline our support tickets and manage reporting in a simplified manner.
Zendesk is a very easy tool to use and they have started to add some really useful updates!
What do you like best about the product?
Ticket creation and reporting is very easy and practical, especially when using tabs to monitor and report on specific issues that arise; the support team are also very helpful.
What do you dislike about the product?
There are some basic things that zendesk doesn't do which a lot of other systems do, you can see these on some of the reviews on the website, one such example is replying to customers with multiple email addresses, the system doesn't intuitively select the correct address which makes it hard to respond. Another example is GDPR requests mean you have to download an app, that app either gives all the code we have used when solving tickets etc, and no option to amend what is shown. Finally the reporting suite has strange update times, on them so if I am trying to encourage agents to do more, sometimes we have to wait up to 2 hours for it to update and other times it will do it within 30mins of the last update.
What problems is the product solving and how is that benefiting you?
It helps us bring all avenues of contact together into one suite, meaning we don't have to have multiple systems open, its in one easy to store place. It also helps with agents finding previous tickets.
User Friendly
What do you like best about the product?
Easy to use and Updates on tickets section
What do you dislike about the product?
Not able to set something up when I need to call the customer. I want something in the Update on tickets section that will remind me to call the customer.
What problems is the product solving and how is that benefiting you?
Easy to know when the ticket was updated. Can respond to customers on timely manner, especially urgent ones.
Major upgrade from open source solutions
What do you like best about the product?
As a small business - this has helped us become much more organized as we grow and provide support to our customers. We can now effectively utilise a common support email between all of our technical support staff. Its also easy to pass things on to second line support when we need to get developers involved.
What do you dislike about the product?
It seems they are doing a major overhaul of the interface, and there is no option to prevent the overhaul from happening. Right now, the newest replies to tickets are on top, but they are changing it, so the latest replies are on bottom. I guess that's fine if most of your support is done through chat or the app on the phone (which is not very good), but most of our customers use email support since they often need to attach files or describe things in more detail.
What problems is the product solving and how is that benefiting you?
Generally, we are more organized, and when someone is out of the office, we can keep responding to customers promptly. There are several templates and macros we have customized to reply to common issues in responces automatically.
Pros and cons but overall worth the investment
What do you like best about the product?
Zendesk's main pros include the quality and efficiency of the email-based ticketing and the range of options for customizing user guides. Additionally, their Support team is among the faster responding and more thorough of other CMS systems.
What do you dislike about the product?
While the Suite contains a full spectrum of support options, the format of phone support and chat does not work efficiently in conjunction with email for small teams whose roles' encompass all forms of support (chat, email, call). For teams that are able to distribute the type of contact to different teams, the system would work fine, but for teams that cannot, it is inefficient to source all support through the Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
The Suite enables efficient email communication with our users and the ability to publish extensive user help guides. The help guides in particular have allowed our team to remain small but still provide an excellent level of support to our users.
Great but complicated
What do you like best about the product?
I like the email ticketing system the best and how you have a 360 view of the customer.
What do you dislike about the product?
Zendesk explore, it's too complicated to use. It's also hard to have visibility of your agents, whos logged in at what time and at what ticket.
What problems is the product solving and how is that benefiting you?
It's helping us report on our customers communication to improve products/services
Good for starter
What do you like best about the product?
What I like about Zendesk is that it is very user-friendly which is good for starters. There are also a lot of options to customize it depending on the need of your business. In terms of reporting, it is easy to get the data that you need. Since it has been in the industry for a very long time, a lot of others tools can be integrated with it.
What do you dislike about the product?
I'm not a fan of the multiple tabs. When we were using Zendesk we have to open Zendesk chat on a different tab because that was the better option and we had problems doing it on the main tab. We also opted for a different company just to handle our calls and go back to Zendesk just to close the conversation. It also has too many additional steps in terms of merging if a member reached out from different channels.
What problems is the product solving and how is that benefiting you?
It was helping us in terms of our customer service side. It was easy to respond to our members, especially through chat. It was easy to identify the conversations that were assigned but were not responded to yet.
This is not something I talk with my friends.
What do you like best about the product?
The platform is pretty intuitive and has many useful features
What do you dislike about the product?
It doesn't work well with some add-ons(in this case Blackbox - a tool that helps you copy text from a picture/screenshot). The add on took the ability to use keyboard shortcuts for zendesk text editor.
What problems is the product solving and how is that benefiting you?
It was a team effort, nad helped me go in the right direction.
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