Zendesk Suite
ZendeskExternal reviews
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Easy and useful
What do you like best about the product?
Easy setup and layout. All functions are comfortable to use.
What do you dislike about the product?
Nothing to add here, we have not used It very long.
What problems is the product solving and how is that benefiting you?
We collect all customer problems now into one place and hope to get good overview on where we can develope our product
Quick and Efficient Experience
What do you like best about the product?
Zen Desk is the best way to support your users/clients/customers. Its so efficient and allows you to pull data and analytics from everywhere.
What do you dislike about the product?
Nothing so far, its been great. Its very user friendly and customizable.
What problems is the product solving and how is that benefiting you?
It is assisting us with helping our users solve issues that they are facing.
Balanced helpdesk platform with full of integration opportunities
What do you like best about the product?
Integration opportunities with JIRA, Exalate, webhooks, API and IAM roles/restrictions.
What do you dislike about the product?
There are some non-native features/limitations like JIRA-Zendesk integration (sync). There is an available add-on/plug-in but it is handled by a third party.
What problems is the product solving and how is that benefiting you?
Central communication between internal and external stakeholders and content management. Due to Zendesk, it's easier to curate content and respond to customers from all fronts.
Must have for startups
What do you like best about the product?
Zendesk was the only tool of it's kind that offered a generous six month trial to all of their products through their Startups program. I found Zendesk was an extensive and fully customisable customer support software, who offer a lot of support, training and offers to other useful programs - perfect for new businesses in the early stages of developing their customer service ability. I integrated Facebook, Instagram and Whatsapp with Zendesk and was able to offer an omni-channel support system with custom workflows, customer self-serve options and paths.
What do you dislike about the product?
The software can be difficult to navigate and customise, so it can take a while to familiarise yourself once up and running. The live chat widget has bot functionality, and it'd be amazing if there were preset template workflows to get started, as it takes a while to set your own up from scratch.
What problems is the product solving and how is that benefiting you?
I needed to be able to provide a support function to customers through a web chat, social media, emails & ticketing system which I was able to funnel seamlessly into one central hub.
Works well and has a lot of configurable features. There are a lot to discover in the product.
What do you like best about the product?
To quickly get an overview of tickets and to quickly delegate.
What do you dislike about the product?
It is easy to get lost for some things in the admin management part.
What problems is the product solving and how is that benefiting you?
Having a knowledgebase and to easly create new articles.
Great Support Staff!
What do you like best about the product?
Very easy to get in contact with their support team and are able to get any issues resolved quickly! That paired with their expanding Help Center make this platform very easy to use, and learn.
What do you dislike about the product?
For the Zendesk Support platform - as a user, I wish that the views are more customizable. I came from a company that used SalesForce before joining Zendesk and I wish that you would implement visual customizations (ex: Meter that shows what Stage a customer is in)
What problems is the product solving and how is that benefiting you?
I was not able to add a voicemail recording to a new agent profile in Admin Center or the Sell settings. I worked with an immediate support agent that was able to create a case with their specialized team - who reached out with the link I was looking for to upload the voice recording.
Zendesk Support Suite is a great tool for our current needs as a high growth startup
What do you like best about the product?
The level of customization available to allow us to tailor the Zendesk user experience to the needs of our services. As we a growing rapidly, the need for us to modify existing architecture in Zendesk is a constant. We appreciate how easily this is done once an environment is built.
What do you dislike about the product?
I wish that Zendesk had stronger materials that support onboarding and learning about new features available within the support suite. Onboarding and developing the environment for our specific use case could have been enhanced but a stronger onboarding support prescence
What problems is the product solving and how is that benefiting you?
Zendesk support Suite is helping us solve for having multiple agents making outreach calls at the same time, while being able to also handle incoming requests. Zendesk is helping us to properly respond to and prioritize these requests from our end users.
Prompt, accurate help, and a lovely platform
What do you like best about the product?
My favorite thing about Zendesk is the ability to set up macros that streamline our processes. Being able to have answers written out that efficiently answer user's questions really allows our Support Team to move quickly while also providing a great experience for our users.
What do you dislike about the product?
There isn't much I dislike about Zendesk, but one of the challenging bits is that we aren't able to grab information about a user's computer / web URL when they write in via the chat, meaning we have to have an additional email touch with them to gather that info.
What problems is the product solving and how is that benefiting you?
Zendesk solves a lot of our automation problems -- my company has a very small Support Team, which means every minute counts. Having triggers, automations, and macros set up means our team has to work less for each individual ticket.
Zendesk is built with the agent experience in mind
What do you like best about the product?
I like that the features and UI are intuitive and easy for our agents. Training them on how to respond to and update tickets is simple.
What do you dislike about the product?
The reporting capabilities are lacking. It is difficult to report on Guide metrics for seemingly simple/common reporting questions we would like answered. Many features that we would expect to be out-of-the-box end up requiring an add-on. Their support team is often not very responsive.
What problems is the product solving and how is that benefiting you?
Zendesk serves as our ticketing platform and our Knowledge Base platform through the use of Guide. It has been easy to grow with the features that have been provided though we have had to upgrade our plan to access certain features.
My Zendesk Review
What do you like best about the product?
Zendesk is an easy to use and sophisticated software suite that meets the needs of my company. I enjoy the opportunity to collaborate on each ticket with the end-user and other IT staff. It makes working together easy and fun.
What do you dislike about the product?
There are little to few downsides to using Zendesk. However, if I had to pick something it would be the inability to manage your ticket tabs collectively. When dealing with multiple tickets I have to clear the tabs one by one.
What problems is the product solving and how is that benefiting you?
Zendesk support suite is always updating the ability to personalize your environment by adding more features and apps to the market place. This helps me create a modern solution for both end users and other IT members
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