Zendesk Suite
ZendeskExternal reviews
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Zendesk Experience
What do you like best about the product?
The integrations & the overall accessibility
What do you dislike about the product?
Too many 3rd party apps to provide functionality instead of being built in Zendesk
What problems is the product solving and how is that benefiting you?
Helping me support user´s requests
Zendesk opinion and feedback sharing
What do you like best about the product?
Zendesk Chat allowed us to communicate directly with the customers to provide quick resolutions.
What do you dislike about the product?
Limitations of the features like the Chat flow builder which does not allow users to return to previous options and the selection is limited to 6 categories.
What problems is the product solving and how is that benefiting you?
I could integrate Zendesk tickets with other platform such as web form which brings convenience to my team to better manage and monitor the ticket status.
Solid product, but some usability items to work on to reach superb!
What do you like best about the product?
Ticket and knowledge base built into the same product. Ability for the ticket support agent responses to add to the knowledge base.
Much better than other products I've used in the past.
SSO functionality is awesome - users are in by just clicking on a URL.
Much better than other products I've used in the past.
SSO functionality is awesome - users are in by just clicking on a URL.
What do you dislike about the product?
Ticket functionality needs work (cannot remove subject or description fields).
Not as intuitive to use when getting started.
Reports/dashboards needs some usability tweaking for the fields that can be reported on and for the fields to be used with conditional logic expressions.
Not as intuitive to use when getting started.
Reports/dashboards needs some usability tweaking for the fields that can be reported on and for the fields to be used with conditional logic expressions.
What problems is the product solving and how is that benefiting you?
One-stop for tickets and self help.
Zendesk provides an intuitive solution for B2C communications
What do you like best about the product?
I like how tickets can be set as Open, Pending, On Hold etc as it makes it easier to know which I need to deal with first.
What do you dislike about the product?
I wish it were easier for tickets to be moved between folders
What problems is the product solving and how is that benefiting you?
It makes it easier for customers to receive the best quality support
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.
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