Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Excellent tool for support, but:
What do you like best about the product?
Zendesk has a very friendly user interface, nice shortcuts to ease the job of the agent and a lot of report options on the explore section to help users analyze the performance of the team.
What do you dislike about the product?
As zendesk agent, the email filter options are qite limited (for example you can't filter emails by subject WHY!!!!) Also it should be a little more flexible regarding bulk update selection, if you are not going to let me filter tickets by subjetc, at least allow me to search and select more than 100 tikets at a time to perform bulk actions.
What problems is the product solving and how is that benefiting you?
We've been using zendesk for more tha four years and I can say its was a before/after compare to the ticket management that we did via email. We can group and systematize issues, divide by states and analyze team performance in one tool.
Good product, checks almost all the boxes
What do you like best about the product?
The interface is easy to use and manage tickets across the team
What do you dislike about the product?
Some shortcomings in the product relative to competitors products, such as not blocking certain tickets and not being able to host the FAQ as a subdomain.
What problems is the product solving and how is that benefiting you?
It solves all of our customer support issues (chat, talk, email, etc.)
Feedback for support suite
What do you like best about the product?
We are launching a new brand, so the multibrand option is really helpful here.
What do you dislike about the product?
It was really difficult to set up and I had several issues. But, the support I received helped me get everything figured out.
What problems is the product solving and how is that benefiting you?
Now that we have two brands, it's hard to keep track of all of the CS inquiries via email. It's really helpful to have the Shopify x Zendesk integration so we can quickly resolve all inquiries.
Zendesk does all the things I need it to do as an Admin user
What do you like best about the product?
Presentation of the ticket.
The flexibility of creating triggers and view specific to our needs.
The support team is also quite responsive and helpful.
The flexibility of creating triggers and view specific to our needs.
The support team is also quite responsive and helpful.
What do you dislike about the product?
Explore is very hards to use. It is not self-explanatory and is quite complex to create the reports that one needs.
What problems is the product solving and how is that benefiting you?
Ticket tracking, ticket routing
Reporting on performance
Reporting on performance
Zendesk is pretty good.
What do you like best about the product?
pretty easy to use and keeps track of tickets well. Lots of features.
What do you dislike about the product?
Cluttered user interface, difficult to use. Does not support much customization for our specific registration process.
What problems is the product solving and how is that benefiting you?
Keeping track of customer questions via email. We have reduced our response time and reduced confusion and churn.
Making the transition from Intercom to Zendesk
What do you like best about the product?
The ease of setting up a knowledge base and community for users to help each other
What do you dislike about the product?
Some hurdles when inviting fellow teammates to get started
What problems is the product solving and how is that benefiting you?
All-in-one customer portal for feedback, requests & bug support
Great tool for larger support teams
What do you like best about the product?
Simplicity in automation and triggers and the ability to scale my team
What do you dislike about the product?
lacking more advanced UI driven automation and trigger development
What problems is the product solving and how is that benefiting you?
Managing monitoring and support tickets for internal and customer facing interactions
Great Product
What do you like best about the product?
Zendesk Support Suite has a lot of great feaures. It's very configurable and easy to use.
What do you dislike about the product?
I wish the admin interface were more unified, not just per product.
What problems is the product solving and how is that benefiting you?
Great for keeping track of cases, SLAs, etc. Also, I like the skills-based routing and escalation options.
Zendesk is a good platform for managing tasks and tickets
What do you like best about the product?
I like the clear view of tickets and customisable views to suite our buiness
What do you dislike about the product?
I find that being unable to edit notes in tickets can make for messy ticket feeds & not being able to pin a note to the top can make it challenging to find a status of a ticket
What problems is the product solving and how is that benefiting you?
We use it as an IT MSP to resolve our customers issues with their pc's
Excellent Support
What do you like best about the product?
All queries are attended to and followed up emails and reminders to ensure customer satisfaction
What do you dislike about the product?
Some of the status queries are uncustomisable
What problems is the product solving and how is that benefiting you?
Having all client issues in one place and tracking history and time to resolve and agent responsible for each issue
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