Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Easy to learn
What do you like best about the product?
Helpful support staff. My questions get answered.
What do you dislike about the product?
The pricing is too too high for what it is.
What problems is the product solving and how is that benefiting you?
All customer inquiries and live chat has been a game changer.
Language Routing Support
What do you like best about the product?
They were friendly and got back to me in a reasonable amount of time.
What do you dislike about the product?
They only gave me an answer for one of the ticket examples I sent. Also, while they did provide documentation to look into, I am not entirely sure how to fix this issue.
What problems is the product solving and how is that benefiting you?
I'm trying to learn more about skills-based routing—specifically agent languages.
Great Platform
What do you like best about the product?
The User-friendly, notifications, Help from Zendesk Support team, API documentation
What do you dislike about the product?
Time waiting regarding the disponibilty of EXPLORE
What problems is the product solving and how is that benefiting you?
Have in a centralized way all information about client support management.
Recommendations to others considering the product:
It's very easy to use and it's a powerful tool
Daily Zendesk experience for IT Technical Support requests / tickets.
What do you like best about the product?
Zendesk, first of all, is user-friendly. Since this is something you spend a lot of time at during busy days, you want the platform to run smoothly. For more than half a year, we had no issues whatsoever; everything runs smoothly, the GUI is friendly, and the Zendesk is easy to navigate. Consistency is also noticeable. Also, I like that ZenDesk thought about many possible situations you might run into while using it. Thus, we were covered for all the processes so far; assign, reassign, pending, solved statuses help you organize your requests. It takes little time to master this platform, and once you do, everything goes as through butter.
What do you dislike about the product?
For the essentials plan, ticket export options are through API, which is doable, and good practice for me since I'm learning Python, but I am still figuring out how it works precisely. Once I manage to nail it, I will post somewhere the instructions from A to Z.
What problems is the product solving and how is that benefiting you?
We are using it for technical support requests from our clients. We support our clients' IT field. One of the benefits is reports; you can check response time data, see how you are doing overall.
All-in-one Customer Service Solution
What do you like best about the product?
The reports and analytics function helped us create targeted email marketing flows based on customer emails and resolutions. A plus we were not expecting!
What do you dislike about the product?
It doesn't natively support as many agent metrics as we would like, such as agent log-on activity and duration.
What problems is the product solving and how is that benefiting you?
The tag functionality helps us track customer pain points, interests, and other ticket categories of interest to our team. It's shed light on areas needing improvement, such as our checkout flow.
Good for busy sellers
What do you like best about the product?
I love that it helps us integrate systems like tymeshift. We used to use gmail and google sheets for everything now we use support suite for the majority of our work
What do you dislike about the product?
zendesk would have alot of technical issues sometimes. The amount of time needed to resolve is usually not clear however im not sure if that is out of their control
What problems is the product solving and how is that benefiting you?
responding to customers faster Our team has very strict SLAs for customer assistance and it really helps. Getting information and being able to consolidate it for reporting to my management team
Quick and thorough
What do you like best about the product?
I appreciated the thorough answers, and the quickness to look at our specific problem in our instance was greatly appreciated.
What do you dislike about the product?
The wait was a little long, but considering the global climate, it was very short.
What problems is the product solving and how is that benefiting you?
The problem was the inability to link two tickets with different requesters. Before I asked, the support agent offered a host of third-party apps that may resolve this issue that I greatly appreciated.
Excellent Zendesk Support
What do you like best about the product?
The in-depth knowledge base and ease of locating additional assistance when needed.
What do you dislike about the product?
There are various suggestions that have been reported regarding reporting functionality that I would like to see incorporated.
What problems is the product solving and how is that benefiting you?
Generally reporting problems.
Very user friendly system
What do you like best about the product?
The call tracking and reporting ability to be able to gauge the performance of your team
What do you dislike about the product?
The inability to close satisfaction ratings requests that fail, currently they stay in a loop unless you disable the trigger and solve.
What problems is the product solving and how is that benefiting you?
Solving the time difference between when customers contact us and the time it takes us to reply.
Understanding this has led to an increase in our effeciency
Understanding this has led to an increase in our effeciency
Love it!
What do you like best about the product?
There are so many ways to customize to fit how my teams need to work independently and together.
What do you dislike about the product?
When it comes to light customization, the learning curve increases substantially. It would be nice if it were possible to pay a slight premium included in our suite price that would provide a certain amount of assistance with account maintenance, upgrading workflows, development, etc.
What problems is the product solving and how is that benefiting you?
We now have in-depth knowledge of what's going amongst all teams, better insight into product issues and trends, etc. We have enough visibility that we were able to allow agents to work remotely full time.
Recommendations to others considering the product:
Easy to set up with a small team, but I'd highly recommend working with some integrators to make sure you build a solid foundation.
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