Zendesk Suite
ZendeskExternal reviews
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Zendesk likes to work with their subscribers
What do you like best about the product?
Zendesk has strived to maintain a relevant presence in the ticketing world, and I have found that their improvements to reporting as well have been welcome updates. I am not convinced that there is much say from the community that drives their product updates, but they are well-versed in modernization and proactively work to be competitive.
What do you dislike about the product?
Sometimes the minor things (like having a ticket date showing the day of the week that it was created rather than the actual date) are inconvenient, but more from the perspective of an annoyance rather than a showstopper. Zendesk could respond better to their community of subscribers. It's free feedback that is being given.
What problems is the product solving and how is that benefiting you?
We have found a way to share Support contact metrics and data utilizing EXPLORE's robust reporting capabilities. It was a bit of a learning curve for how it approached reporting differently from insights (and grossly inconvenient to have to migrate ourselves from one reporting tool to the other), but using some backwards development on some of the canned reports, we've been able to pull significant data from Support activity that we need to share with clients.
Recommendations to others considering the product:
It may require a little technical know-how and intuition if you really want to customize the experience for your agents and your community, but even if just pulling off-the-shelf, Zendesk is a very capable issue-tracking utility.
Zendesk Review 07/27
What do you like best about the product?
I like the ability to keep an accurate database of past interactions with customers
What do you dislike about the product?
I dislike that there can be times where things are not loading properly
What problems is the product solving and how is that benefiting you?
It allows us to solve the issue with customer interactions and details from being scattered among all employees. We can act as a team and compile information together.
Nimble Solution for Our Escalation Issues!
What do you like best about the product?
I have been most pleased by the ease of learning, integration, and use. I would consider myself moderately tech-savvy and found the learning curve to understand and use the product to be easy. Any obstacles were bridged by the vast already present knowledge base re: the Zendesk application.
What do you dislike about the product?
Sometimes the knowledge base articles are not as specific as I would prefer. I find the product service team to be excellent but at times quite delayed.
What problems is the product solving and how is that benefiting you?
Problems we solved included a company-wide clinical knowledge base (a single source of truth for our teams). Additionally, we established several escalation pathways for various internal problem areas.
Recommendations to others considering the product:
I would definitely recommend it as a multi-tiered solution platform.
Completed solution for ticketing
What do you like best about the product?
Many integration possibilities and suitable prepared applications
What do you dislike about the product?
Too many options for small businesses is complicated to set up everything
What problems is the product solving and how is that benefiting you?
I use it for ticketing system for call center and live chat and also for web form on my site
help with trigger question
What do you like best about the product?
easy interface and very intuitive functions
What do you dislike about the product?
The functions can be complex and require documentation.
What problems is the product solving and how is that benefiting you?
reporting and trigger information is good with zendesk
ZD is very useful for our day to day job with fronting customers
What do you like best about the product?
I really like the views feature.
Sorting by status and certain tags or conditions really help handling communication with customers.
Sorting by status and certain tags or conditions really help handling communication with customers.
What do you dislike about the product?
Some tasks could sometimes be to hard to accomplish, for example adding a permanent CC to a certain user/group.
What problems is the product solving and how is that benefiting you?
Always being updated when the customer replies and trying not to let him wait for our response too much.
Recommendations to others considering the product:
Invest a lot in the primary setup of your ZD environment because that will make life easier later.
Quick and very helpful
What do you like best about the product?
The simple to use interface and customization with automation.
What do you dislike about the product?
Limitations like not being able to edit the footer in emails.
What problems is the product solving and how is that benefiting you?
We are able to auto assign tickets to agents responsible without much manual work
Great solution for customer contacts
What do you like best about the product?
It's an all in one suite for email, chat, and phones. There isn't anything I can think of that it doesn't do that it wish I did.
What do you dislike about the product?
Issues with DKIM, SPF setup that was hard to resolve
What problems is the product solving and how is that benefiting you?
It's a one stop shop for all of the incoming contacts. There's nothing further needed to set up the foundation to your customer service experience.
Stuck SLA issue support
What do you like best about the product?
I liked the possibility of chatting with the agent - it is easily found on the platform and more convenient than email or phone communication. Oliver was very attentive and tried to troubleshoot the issue adequately.
What do you dislike about the product?
I raised the issue on 11th June and I did not get many updates since then. I understand that prioritization of tickets and bugs is in place. I would appreciate more initiative updates if the resolution needs more time - maybe on a biweekly basis just to know that issue is being addressed.
What problems is the product solving and how is that benefiting you?
More organized issue solving for several departments. We like the possibility of integration with other platforms.
Effective Ticketing Tool to manage Support Interactions
What do you like best about the product?
The tool is extremely user friendly and the UI is very easy to navigate. The setup process is not overly complicated and the support tools (videos and discussion forums) make it very easy to build on a better setup or utilize existing features
What do you dislike about the product?
The data extraction is very old school. There are no range filters for CSV export which is really bad because you are forced to take a large data dump and then filter for the required period, Ad-hoc reporting is a nightmare.
What problems is the product solving and how is that benefiting you?
Customer Support Management is easier with a robust ticketing solution like Zendesk. It helps in tracking tickets and customer issues efficiently and also mange agent utilization.
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