Zendesk Suite
ZendeskExternal reviews
6,650 reviews
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Easy to set up, grows with our company. Easy to set up, administrate and develop.
What do you like best about the product?
Easy to customize and adapt to fit most of our needs.
What do you dislike about the product?
Unable to bulk handle fields, e.g., domain on organizations.
What problems is the product solving and how is that benefiting you?
Better track of all cases. No cases are lost or delayed when transferred between departments. Clients always know what's going on and what the status of their ticket is.
Recommendations to others considering the product:
Use an in-house team with assistance from a Zendesk consultant to set it up. It will help you immensely administrating and developing your operations going forward.
It provides all the functionalities a support team needs
What do you like best about the product?
I like the Zendesk Guide the most. It is really helpful to create content for self-serve users to find the information they need.
What do you dislike about the product?
Zendesk Explore is not that intuitive to use as the data isn't complete in some cases and the function is hard to use.
What problems is the product solving and how is that benefiting you?
To reduce the number of tickets by adding KB articles to the support portal.
Quick and painless connection, communication and escalation of my issue.
What do you like best about the product?
I've most enjoyed the ability to have one bundle price for all of our support needs.
What do you dislike about the product?
The people/roles tab within support settings however I understand this is suing changing
What problems is the product solving and how is that benefiting you?
We have expanded into additional contact channels never available to us before and implemented agent workspace
Really helpful and provided some crucial information to getting set up.
What do you like best about the product?
Got my questions answered quickl y *****
What do you dislike about the product?
* more answers in chat not article links
What problems is the product solving and how is that benefiting you?
- Enabling template editing
- finding trigger emails and editing them
- finding trigger emails and editing them
Recommendations to others considering the product:
Works great!
Easy & Integrated
What do you like best about the product?
The platform integrates with all our tools.
What do you dislike about the product?
The default reporting leaves a lot to be desired.
What problems is the product solving and how is that benefiting you?
Having tickets be seamlessly created across all our supporting applications has increased ticket quality and consistency. The ability to integrate the guide portion of the platform into tickets has been a significant value add as well.
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
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