Zendesk Suite
ZendeskExternal reviews
6,481 reviews
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Zendesk is an extremely clear and easy-to-use Support Suite and I would definitely recommend it.
What do you like best about the product?
The layout is great which improves workflow
What do you dislike about the product?
I cannot think of anything that I dislike personally.
What problems is the product solving and how is that benefiting you?
It is letting us respond to our customer queries quickly and efficiently
Zendesk User Experience
What do you like best about the product?
Omnichannel support for customers of different backgrounds
What do you dislike about the product?
limited features in chatbot and automations
What problems is the product solving and how is that benefiting you?
none at this time
Amazing Zendesk support by Ryan
What do you like best about the product?
The new Home page is very good and it designed so well, earlier we can only see our open tickets in homepage now after filter option we can see open hold and pending also
What do you dislike about the product?
No all is good to go and no need for improvement
What problems is the product solving and how is that benefiting you?
I was having some questions related to Closed ticket
and Ryan answered it well
and Ryan answered it well
Strong product, excellent service.
What do you like best about the product?
Support is there for you at any time. Different types of professionals guide you along the way of implementation and make sure all the I's are dot. At any stage you feel secured of success and get to work with an outsanding product, tailored to your needs.
What do you dislike about the product?
When starting, it can come across as slightly overwhelming. Making sure you cover the needs can be challenging, as professionals could tend towards making things slightly to complicated.
What problems is the product solving and how is that benefiting you?
It provides a strong structure of knowledge which could be easily spread out over different places. This knowledge can now be easily collected, shared and transferred.
Zendesk Support Review
What do you like best about the product?
What I like best about Zendesk is that the tool is so easy to navigate and available on any device so there's no need to look for a device wherein it will be compatible.
What do you dislike about the product?
As of the moment, everything with Zendesk is doing good and I have no problems using it. All I can say is the app is really good, easy to navigate, and very reliable.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps a lot as I am working through emails and it benefits me, mostly, as I am an employee of a company that uses Zendesk as one of the primary tools.
Zendesk makes helping customers easy
What do you like best about the product?
Zendesk is integrated with my email service, so I don't have to continuously check Zendesk to see if customers have responded to me or not. I get an email notification every time, which saves me a lot of time.
What do you dislike about the product?
There was definitely a learning curve that I have not experienced with other customer service support options that I have used in the past. I find that when a customer has reached out multiple times and there are multiple tickets created, it's helpful that Zendesk acknowledges that they are all linked together, but it can be difficult to navigate through them.
What problems is the product solving and how is that benefiting you?
Zendesk has helped solve the issue of customers that need quick advice or help, but aren't able to make a phone call. It also makes it really easy to have multiple employees involved in one customer's question.
Best way to scale and create efficiencies in your org!
What do you like best about the product?
Some of the areas that are most helpful about Zendesk are the clean and user-friendly workspace it creates for agents and the rich analytics you can collect.
What do you dislike about the product?
Haven't encountered an aspect I dislike.
What problems is the product solving and how is that benefiting you?
Zendesk has solved our challenges around lack of visibility to team and individual performance and data regarding types of tickets we manage daily.
Zendesk Suite Solution
What do you like best about the product?
Easy to implement, flexible in configuring workflows. The reporting capabilities within Explore have significantly improved. Improved article management in Guide, but still lacks in certain areas.
What do you dislike about the product?
Talk essential is limited as far as flows setup and routing a call. Datetime fields are limited in using them in trigger/automation conditions. The views are limited in displaying the information needed. No option to differentiate light agent roles, or segregate better these internal users. The articles cannot be replicated to the other languages if needed to; it requires a manual copy-paste.
Zendesk support change that now requires you to go via a bot and is hard to get to a person to talk to, is a negative chagne. We need immediate answers, so we are agile - it takes to long to get an answer.
Zendesk support change that now requires you to go via a bot and is hard to get to a person to talk to, is a negative chagne. We need immediate answers, so we are agile - it takes to long to get an answer.
What problems is the product solving and how is that benefiting you?
Faster contact with customers increased visibility of how we perform.
Zendesk really are the best at what they do
What do you like best about the product?
Easy, simple, clear ticketing system. Simple to create new users and groups, and takes minimal time to train new starters.
What do you dislike about the product?
Reporting can be better, I find it quite clunky especially the filtering by dates and groups.
What problems is the product solving and how is that benefiting you?
Allows our client services team to solve tickets and assign to themselves, and we are all very comfortable using it.
Great case management tool for operations who want to focus on an awesome AX and CX!
What do you like best about the product?
Quick package of all basic solutions for a great ticket management system.
What do you dislike about the product?
Guided mode and real-time monitoring should be included below Suite Enterprise.
What problems is the product solving and how is that benefiting you?
Centralizing all customer interactions and valuable customer data. Operations can quickly be on-boarded for an easy-to-use ticket platform.
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