Zendesk Suite
ZendeskExternal reviews
6,543 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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
Incredibly fast, friendly, and efficient!
What do you like best about the product?
Their speed. I get answers almost instantaneously and it helps me repair, adjust, and move forward. This allows employee and customer satisfaction on our end.
What do you dislike about the product?
That if I have multiple help articles open and each one has a chat bubble, they don't all reflect the conversation I am having. I need to go back and find the page I was commenting on.
What problems is the product solving and how is that benefiting you?
Segmentation of the help center (guide). We have very specific knowledge veins that need to be represented and segmented. I was worried it was being done wrong and in turn the wrong customer could see the wrong information and act on it causing a chain reaction.
Very Helpful
What do you like best about the product?
They were able to provide articles that I could review as well as them providing me with an answer. I was able to wait for a live agent to chat with.
What do you dislike about the product?
Not being able to create custom conditions or actions in Triggers and automations.
What problems is the product solving and how is that benefiting you?
We use it for our support center. Expanding to other departments such as onboarding and CSM support.
I received personal support for a question I had via email.
What do you like best about the product?
I really liked that my question was personally answered by one of your agents via email.
What do you dislike about the product?
I can't think of anything at the moment.
What problems is the product solving and how is that benefiting you?
They are helping me with understanding better how Zendesk Guide works.
User Friendly
What do you like best about the product?
A central and organised tool that can be used by all teams in Ops
What do you dislike about the product?
The time it takes to get support, Zendesk Explore is overwhleming
What problems is the product solving and how is that benefiting you?
Customer Support - quick turnaround time.
Metrics and analysis on performance.
Metrics and analysis on performance.
Perfect for my workflow
What do you like best about the product?
Zendesk is an intuitive and reliable way to prioritize and investigate support issues.
What do you dislike about the product?
In my experience, Zendesk is customizable to the point that anything I dislike can usually be adjusted to better suite my workflow.
What problems is the product solving and how is that benefiting you?
Any support team with high volumes needs a great platform for organizing and tracking. Zendesk does this seamlessly.
showing 1,671 - 1,680