Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Zendesk makes it easy to view and take care of things for our customers.
What do you like best about the product?
I like the ability to create different views to view just what you need quickly.
What do you dislike about the product?
There is not a thing I like most so far.
What problems is the product solving and how is that benefiting you?
Mostly Customer Support voicemails
Very Good
What do you like best about the product?
I like Zendesk Explore rather than the insights.
What do you dislike about the product?
Nothing is odd. all things are going well.
What problems is the product solving and how is that benefiting you?
The Support Tickets and Explore are very important for us
Recommendations to others considering the product:
n/a
For Professionals, Agile and Complete almost perfect tool set for any CX teams and leaders
What do you like best about the product?
Wide variety of adjustment and customization possibilities and software reliability in general.
What do you dislike about the product?
Lack of native customization options for a widget. Also, abandoning the development of Zendesk Connect was a pity and a real shame. We currently need to use other tool for the purpose. We also have several phone numbers to avoid needing to use IVR that customers dislike. However, calling a spesific number can't be used for automated tagging and routing is stiff. It would be super cool to have equally flexible routing and tagging etc. to all channels, not just emails.
What problems is the product solving and how is that benefiting you?
Nearly all needed tools and add-ons in one pack.
Nice support system
What do you like best about the product?
Interface, everything in 1 place and also their own support staffs
What do you dislike about the product?
custom branding with the enterprise pricing plan only
What problems is the product solving and how is that benefiting you?
live chat, email query. Found everything under one place, need few customisations with suite our business but features are good
It's a simple and enough function
What do you like best about the product?
Almost all you need to start customer center are already equipped
What do you dislike about the product?
Agent WorkSpace doesn't allow us to change its structure, especially the way we see custom fields.
What problems is the product solving and how is that benefiting you?
It is easy to build integration with other cloud services.
Great service! Easy to use
What do you like best about the product?
I like that it's very easy to use and to collaborate with my teammates on! Very easy to learn and they make it obvious what's internal or external when replying or answering. I also really like the saved responses.
What do you dislike about the product?
There's not much I dislike. The user interface is pretty friendly. Sometimes the contact info is mixed up due to the person's emai but that's not common.
What problems is the product solving and how is that benefiting you?
We're able to better communicate with our customers and it's made it easy for our whole team to understand what's going on.
First impressions
What do you like best about the product?
The possibility for agents to work in the same environment without switching between tabs and easy social messengers connection
What do you dislike about the product?
Dynamic content doesn't work for chats.
Messages received via Sunshine may be assigned based on different criteria but not the online status of the agent. For example, if agents working on schedule and you don't have online agent today in the particular group, the ticket still will be assigned to offline team members.
Language detection is not everytime working correctly and does not work in Sunshine
Messages received via Sunshine may be assigned based on different criteria but not the online status of the agent. For example, if agents working on schedule and you don't have online agent today in the particular group, the ticket still will be assigned to offline team members.
Language detection is not everytime working correctly and does not work in Sunshine
What problems is the product solving and how is that benefiting you?
Better navigate through the previous communication, easier escalation process from the same window. Easy connection to different departments via side converstions
Recommendations to others considering the product:
If you use dynamic content in chats delete it prior to switching to Zendesk Suite
Lots of trusted functionality, but getting more and more complex to set up.
What do you like best about the product?
I like the simplicity of the support flow and the ability for customers to use the self-service portal we've set up for them. As a company offering B2B support, it's valuable for our customers to have a place where they can log in to see all open support tickets and easily track their status. Also, I like the fact that you can select which channels you want to offer support on. We're about to try the Messaging functionality just now.
What do you dislike about the product?
Not all parts of the setup are intuitive. It takes quite a lot of searching for answers on how to enable/modify Zendesk to your needs. Also, it feels like Zendesk is mainly into B2C support (i.e. for companies serving 1000s of little know customers) while we operate in a B2B environment with less than 50 active, but well-known customers. The Zendesk solutions are mainly built with B2C in mind.
What problems is the product solving and how is that benefiting you?
Serving customers with their integration issues without us having to rely on specific individuals providing person-to-person support. Instead, we can have a support thread where you can allow several of our subject matter experts to engage with the customer or simply passively follow the conversation and add internal notes to assist on the support ticket.
The benefits are a better support process where the customers can get a more consistent level of support.
The benefits are a better support process where the customers can get a more consistent level of support.
Comprehensive system
What do you like best about the product?
It is a comprehensive system and has a lot of potentials.
What do you dislike about the product?
The configurations are not easy. Often require a lot of setups.
What problems is the product solving and how is that benefiting you?
We are looking for a solution to manage our business communication.
Some features are bit complex but their platform is on point
What do you like best about the product?
That the ticketing system is super easy to learn as far as the basic features. If you start a new job as a support desk, you will be able to get going with little training.
What do you dislike about the product?
The advanced features like triggers and macros are a bit harder to learn and sometimes take a support ticket to master
What problems is the product solving and how is that benefiting you?
We had a chaotic support desk before zen. Now we are somewhat orderly and it helps us with our workflow
Recommendations to others considering the product:
Try it out first and see if it meets your needs.
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