Zendesk Suite
ZendeskExternal reviews
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Zendesk perks and advantages
What do you like best about the product?
In Zendesk, you are able to navigate any tickets with complexity and able to multi-task without even closing other ticket, user friendly and compact when it becomes to the visibility of the information
What do you dislike about the product?
None so far, I'll be using Zendesk for almost two months without having bugs or trouble accessing data and tickets, easy to interact with the client and internal teams
What problems is the product solving and how is that benefiting you?
It is mainly our core tool, when we need to interact with the client, mainly in business. especially in my account, it benefits me by multitasking and resolving tickets
Zendesk is very simple to use specially for support agents.
What do you like best about the product?
It is easy to set up support processes with the help of Macros, Triggers and automation. Excellent reporting tool and analytics. Good options for developers to use API and build custom apps.
What do you dislike about the product?
The support chatbot is not able to solve any issues anytime. You need from to collect all the information required. Just 3 fields to submit a ticket is not always working.
What problems is the product solving and how is that benefiting you?
we are able to handle customers effectively. Different level of escalation is handled effectively, which keeps customer happy.
Good communication
What do you like best about the product?
I like that the support team answer by asking me questions to make sure they have understood my query, so they give me the right answer
What do you dislike about the product?
The time and also not always good step by step instructions on how to resolve certain issues when being linked an article etc.
What problems is the product solving and how is that benefiting you?
How to improve my metrics dashboard
Short review for Zendesk
What do you like best about the product?
Zendesk Is the most helpful tool to use to Handle a Ticket the tags are easily taken as well as on the navigation. We will continue to use Zendesk and we hope that this tool will get even better.
What do you dislike about the product?
I dislike about zendesk is the way the assign tickets it seems that no one knows how can this improve, and also the way they handle the customer satisfactory it seems that it is not filtered.
What problems is the product solving and how is that benefiting you?
The problem with the tickets and also handling the emails for the rest of the company it seems that the playlist button is awesome as well. We really do appreciate the work this is giving us.
It is very highly customizable but it's also not very flexible.
What do you like best about the product?
It can do a lot of things and can be integrated with many apps. Very highly customizable to meet your needs
What do you dislike about the product?
You almost need a Zendesk developer if you want to maximise your usage and cost aren't competitive when you compare to the competition.
What problems is the product solving and how is that benefiting you?
the general part of a customer service team with issue logging, reporting, etc which is allowing for saved time and tracking and improvements.
A good and handy tool for BPO corporate industry
What do you like best about the product?
The way your progress is shown every week. It gives the agent some ideas on how to work sufficiently with his tasks.
What do you dislike about the product?
PB often throws an error after clicking.
What problems is the product solving and how is that benefiting you?
The concerns and issues of clients. Letting us help provide necessary solutions to our Clients.
Good solution with improvements needed on customizations
What do you like best about the product?
It is a fast solution that addresses a good number of business needs.
What do you dislike about the product?
It doesn't have good customization in some areas, especially on Guide and Triggers/Automations, which can get quite complex without having a simplified workflow.
A lot of recent features have been aligned as paid services.
A lot of recent features have been aligned as paid services.
What problems is the product solving and how is that benefiting you?
For the majority of use cases, it has been helpful.
All support needs in one window!
What do you like best about the product?
The fact that we can have email, phone, chat and (soon) messaging support all in one tool. We don't have to outsource different channels to different tools.
What do you dislike about the product?
lack of customization for some aspects of tools (talk status, for example).
would like to see more drag and drop customization
would like to see more drag and drop customization
What problems is the product solving and how is that benefiting you?
bringing chat into the main desktop for support instead of a separate window - will help keep support operations streamlined
Zandesk is an awesome app
What do you like best about the product?
As a portfolio manager of 11 condominium buildings about half of my work time is on-site or on the road. The phone app allows me to continue working anywhere.
What do you dislike about the product?
The interface on the client side can be a little confusing from what I'm told by residents of my buildings.
What problems is the product solving and how is that benefiting you?
I've only had one issue with the phone app screen jumping and not accepting updates. After a tech support correction, I uninstalled and reinstalled, and it's been fine since .
Helps to improve our customer support
What do you like best about the product?
The interface is easy to use, and it's very easy to connect to our e-mail system.
What do you dislike about the product?
The administrator panel could be easier to use, for example, it's complicated to create some conditions since it does not provide logs.
What problems is the product solving and how is that benefiting you?
It really helps us to improve our support ticket system. We have been using a different ticket system, which caused a lot of issues in tracking the requests.
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