Zendesk Suite
ZendeskExternal reviews
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Zendesk Suite Review
What do you like best about the product?
Zendesk affords a simple, concise approach to a support helpdesk. It's easy to configure and easier to use.
What do you dislike about the product?
The cost of the product and the recent upgrade process was less than desirable.
What problems is the product solving and how is that benefiting you?
We're able to streamline our support tickets and manage reporting in a simplified manner.
Great for Small Teams!
What do you like best about the product?
Zendesk makes communicating with our customers easy and easy to track. The UX is better than I've found with other, similar programs. It is easy to store customer data, keep internal notes, and track tickets. The triggers and automations are a breeze and make the job of a small team much easier.
What do you dislike about the product?
One of the downsides for smaller teams is that some of the best features of Zendesk are for plans priced and built for larger teams. It would be great if that could be more accessible.
What problems is the product solving and how is that benefiting you?
Keeping track of customer inquiries, using macros to ensure everyone on the team can answer questions well, and using the knowledge base internally as additional staff support.
Zendesk is a very easy tool to use and they have started to add some really useful updates!
What do you like best about the product?
Ticket creation and reporting is very easy and practical, especially when using tabs to monitor and report on specific issues that arise; the support team are also very helpful.
What do you dislike about the product?
There are some basic things that zendesk doesn't do which a lot of other systems do, you can see these on some of the reviews on the website, one such example is replying to customers with multiple email addresses, the system doesn't intuitively select the correct address which makes it hard to respond. Another example is GDPR requests mean you have to download an app, that app either gives all the code we have used when solving tickets etc, and no option to amend what is shown. Finally the reporting suite has strange update times, on them so if I am trying to encourage agents to do more, sometimes we have to wait up to 2 hours for it to update and other times it will do it within 30mins of the last update.
What problems is the product solving and how is that benefiting you?
It helps us bring all avenues of contact together into one suite, meaning we don't have to have multiple systems open, its in one easy to store place. It also helps with agents finding previous tickets.
It's a great tool
What do you like best about the product?
I would say the easy customer service and the triggers that simplify the user experience
What do you dislike about the product?
Sometimes the interface slows down & some bugs appear here and there.
What problems is the product solving and how is that benefiting you?
Easy feedbacks from the customers especially with the widget
magnificent product
What do you like best about the product?
i like how is it easy to use and pefrect for customer feedback and relations
What do you dislike about the product?
sometimes it have bugs or it get slow , or the instant chat get laggy
What problems is the product solving and how is that benefiting you?
customer complaints and relations , feedbacks about our services
Flexible, Powerful, Our Favorite Tool
What do you like best about the product?
Zendesk allows your team to create a highly customizable and rapidly scalable support solution. We love it. My colleague and I took on the daunting task of bettering the flow of tickets and phone support at our medium-sized business. Zendesk's automation (the triggers, macros, etc.) allowed us to offload so many decision points in the flow to the user without overwhelming them. We used conditionals on our forms to automate a 'living' form that adapts to the ticket the user is trying to submit. Too, we're able to take the automation and fields we've created for one form and seamlessly apply it to another. We've gone from a confused user base to one that needs only one directive: "Put all support requests in the Zendesk form. Call if there's an emergency." Then Zendesk gets each request to the support engineers as required. Zendesk is alleviating frustration from our users and is giving our IT Team time to tackle bigger projects that will launch our company into the future.
What do you dislike about the product?
There are just a few tool features that could yet be improved in Zendesk. To be quite honest, from what I've seen thus far, I fully expect those improvements to be coming already. We're talking about very simple items like not being able to program a very specific function on a very specific automation element. Beyond this, we're so grateful for the time Zendesk has given us back that everything else pales. We love it.
What problems is the product solving and how is that benefiting you?
Zendesk is taking the ambiguity our of our user support requests/ticketing. We had a confused user base that didn't know where to submit a ticket - phone this person, phone that one, email here, email there - but after we took the time to set up a couple of Zendesk forms, we can tell everyone, "Put all support requests in the Zendesk form. Call if there's an emergency." This has given our Director of Information Systems and our lead Support Engineers an immense amount of time back. They no longer spend several emails back and forth diagnosing an issue before ever getting it to the required party. Also, our users are less hesitant to reach out for help.
Best support
What do you like best about the product?
Reports of insights are very helpful, especially when presenting to clients
What do you dislike about the product?
Latency sometimes when it comes to answering phones
What problems is the product solving and how is that benefiting you?
n/a
A Stable and Useful Workflow Tool
What do you like best about the product?
An uncomplicated, user-friendly and customisable UI which is simple to use.
What do you dislike about the product?
Unable to view some attachments - particularly those within social media messaging.
What problems is the product solving and how is that benefiting you?
A useful way to manage all support enquiries from different medias in a single space, saving time and effort.
User Friendly
What do you like best about the product?
Easy to use and Updates on tickets section
What do you dislike about the product?
Not able to set something up when I need to call the customer. I want something in the Update on tickets section that will remind me to call the customer.
What problems is the product solving and how is that benefiting you?
Easy to know when the ticket was updated. Can respond to customers on timely manner, especially urgent ones.
Easy process
What do you like best about the product?
I like that I was able to resolve my query via chat instantly instead of waiting for a response via an email
What do you dislike about the product?
No issues, the option to resolve via chat is always best
What problems is the product solving and how is that benefiting you?
We use Zendesk ticketing system to communicate with our clients. Now that I understand the issue I raised and how to resolve it going forward, we can communicate better with our clients
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