Zendesk Suite
ZendeskExternal reviews
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Great support
What do you like best about the product?
great features, ease of use, guide, and self-service feat
What do you dislike about the product?
Chat support appears to have more experienced reps in comparison to email.
What problems is the product solving and how is that benefiting you?
Triggers
Zendesk Support Suite, a great way for managing all your users
What do you like best about the product?
You can do the system settings in a couple of days and start to respond to your users!
The response time of Zendesk support is speedy; they give us a lot of information to resolve the problem.
The response time of Zendesk support is speedy; they give us a lot of information to resolve the problem.
What do you dislike about the product?
Sometimes all option that zendesk offer can be a problem, but if you check the guide you can find the solution.
What problems is the product solving and how is that benefiting you?
Zendesk support help us to respond at all information request and do this fast and accurate
Good experience
What do you like best about the product?
Very intuitive, easy way to manage different issues
What do you dislike about the product?
There is no unsend option. A 10 -20 second delay would be welcome
What problems is the product solving and how is that benefiting you?
All kinds of customer issues.
Recommendations to others considering the product:
Go for it
Fast and helpful support - Easy to use product
What do you like best about the product?
Zendesk is an excellent ticketing service. We use it across the board for our company, both for external and internal facing requests. It can track anything from SLAs to ticket types, and the primary services on it are straightforward. The tricky part is setting up multiple brands if you use Zendesk for numerous departments (like we do).
What do you dislike about the product?
Setting up numerous brands in one Zendesk account can be difficult.
What problems is the product solving and how is that benefiting you?
We are using Zendesk for external and internal support. I use it for IT requests, and our other departments use it for customer tickets. Benefits include tracking SLAs, common ticket types, and the Explore Dashboard for ticket metrics.
Recommendations to others considering the product:
Make sure to read the documentation before setup.
Just works :)
What do you like best about the product?
Activity column (home symbol). Helps one keep track, and see the latest activity.
The option to respond very quickly can definitely help with certain customers.
The option to respond very quickly can definitely help with certain customers.
What do you dislike about the product?
Inability to manually/directly place a timer on open ticket.
Let's say I promised a customer I would continue investigating something, and I'm the last person to say something in the thread, if the ticket is marked as open, there's no timer, and that increases chances of the ticket not getting the attention it needs.
I would also like there to be a way to combine customer identities in the backend.
For example, the same customer can contact us twice about the same enquiry, but use Twitter for one nequiry, and their email for the other.
Usually, the name/nickname for each account/platform will not match.
We like to have full context when repsonding to the customer, and sometimes some key information is in the other message, which takes further detective work to find and link to customer.
Let's say I promised a customer I would continue investigating something, and I'm the last person to say something in the thread, if the ticket is marked as open, there's no timer, and that increases chances of the ticket not getting the attention it needs.
I would also like there to be a way to combine customer identities in the backend.
For example, the same customer can contact us twice about the same enquiry, but use Twitter for one nequiry, and their email for the other.
Usually, the name/nickname for each account/platform will not match.
We like to have full context when repsonding to the customer, and sometimes some key information is in the other message, which takes further detective work to find and link to customer.
What problems is the product solving and how is that benefiting you?
Ease of receiving customer feedback. The more data, the better.
Keeping track of enquiries and their urgency.
Customer history.
Merging tickets is a fantastic tool also, if a customer has contacted us with 8 seprate tickets about the one issue, why should they be able to give us 8 seperate reviews, whether good or bad?
This tool allows for a more accurate review system.
Keeping track of enquiries and their urgency.
Customer history.
Merging tickets is a fantastic tool also, if a customer has contacted us with 8 seprate tickets about the one issue, why should they be able to give us 8 seperate reviews, whether good or bad?
This tool allows for a more accurate review system.
Recommendations to others considering the product:
I'd definitely recommend it. Definitely ready up on the community forums though, they're invaluable. Any question you have, is pretty muhc on the forum, to which Zendesk support officer respond very effectively.
Great service desk with some sticky spots
What do you like best about the product?
I like that all support avenues are linked in one place, my entire team can be on the same page when dealing with multiple communication routes. I like that they are constantly improving the product and adding new features.
What do you dislike about the product?
not intuitive, difficult to use or set up yourself if you are not super technical. It is a nightmare trying to get an actual live human to help with questions. Its mostly answer bots or article links which isnt always what you need.
What problems is the product solving and how is that benefiting you?
We have multiples ways an end user can contact our company for support and those are all organized in one area. It reduces employee redundancy and confusion.
Their support is incredible for a large company like Zendesk.
What do you like best about the product?
Their support is incredible for a large company like Zendesk. Each update has given the software more versatility.
What do you dislike about the product?
It can be difficult to manage the software for non-tech savvy people.
What problems is the product solving and how is that benefiting you?
Problems that have arisen with some agents have had problems with the platform.
Zendesk can add some Zen to your internal & external users
What do you like best about the product?
I like that both internal & external users can get access to support tickets; you can have internal conversation threads, link to other other systems, and attach screen shots to help with tickets.
What do you dislike about the product?
The Search tool has some quirky issues where you need to add false data to get to a 2nd screen to search for certain things.
What problems is the product solving and how is that benefiting you?
I've used it to solve the problem of having a common location that acts as the traffic light for data, conversations and status updates.
Great tool, and support staff
What do you like best about the product?
The ease of use and automation.
Reporting.
Help Center -- and ability to score the articles.
Reporting.
Help Center -- and ability to score the articles.
What do you dislike about the product?
I wish there were some simplifications made to the UI to set granular-level permissions.
The play button to move through the tickets is buggy -- user information and notes do not update as it automatically moves to the next ticket.
The play button to move through the tickets is buggy -- user information and notes do not update as it automatically moves to the next ticket.
What problems is the product solving and how is that benefiting you?
The main reason we moved to ZenDesk was for the Help Center and reporting.
The savings and improvements our small team has gained have simply been high. The cost is well worth the benefits, including insights into our inefficiency that we can and have now solved.
The savings and improvements our small team has gained have simply been high. The cost is well worth the benefits, including insights into our inefficiency that we can and have now solved.
It was a good experience. Very attentive attendant.
What do you like best about the product?
Of agility, helpfulness in wanting to help.
What do you dislike about the product?
That I was unable to return to the service with the first attendant.
What problems is the product solving and how is that benefiting you?
I solved the problem of filling out the form before starting the chat. Which was agile and practical.
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