Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Zendesk Support Suite is really Awesome
What do you like best about the product?
Easy configuration, Macros, Fields, Chat and Talk, and other application integration.
What do you dislike about the product?
Almost I'm using Zendesk for a year, I don't find any such.
But one thing on Agents management in terms of Active and Inactive agents validation not possible without API.
But one thing on Agents management in terms of Active and Inactive agents validation not possible without API.
What problems is the product solving and how is that benefiting you?
.
Zendesk Support
What do you like best about the product?
The agent is really helpful and knowledgeable.
What do you dislike about the product?
It took a long time before an agent gets to me. The queue was long.
What problems is the product solving and how is that benefiting you?
I asked about how to adjust the size of the dashboard so it doesn't cut off while being sent. I learned that using excel and csv forms are the only solutions.
Recommendations to others considering the product:
Utilize the live chat function!
Support through chat was great
What do you like best about the product?
The chat feature worked great. They were qucik to respond and asnwered my questions promptly.
What do you dislike about the product?
There are no options to call and talk to a represesntative. But I can get used to the chat feature.
What problems is the product solving and how is that benefiting you?
I recently took over as admin of our companies ZenDesk and I needed help adding new employees.
Prompt and helpful!
What do you like best about the product?
Very quick turnaround, even though I was 15th in the queue, I didn't have to wait very long for an answer.
What do you dislike about the product?
It's not super easy to find help articles. I wanted to self-service about my question but couldn't find an answer on my own so I had to use the chat.
What problems is the product solving and how is that benefiting you?
Adding a chat feature to our product, doing ticketed support, and having a self-service help website
Recommendations to others considering the product:
Consider number of people that will be using it on a daily basis
Very different FRTs based on request category
What do you like best about the product?
The rich Knowledge base where you can fidn everything
What do you dislike about the product?
The fact that my tickets may be ignored for a couple of days and I may get a response in a Sales form in a couple of minutes.
What problems is the product solving and how is that benefiting you?
Mostly how to questions about ZD or trubleshooting
great
What do you like best about the product?
Easy to use. User Friendly. GUI is intuitive
What do you dislike about the product?
A limited number of Personal Views that can be displayed
What problems is the product solving and how is that benefiting you?
Almost anything that is related.
Excellent Service
What do you like best about the product?
My support agent kept on helping me to identify my issue
What do you dislike about the product?
The issue might have been resolved before if the agent used exactly my command/syntax and escalated it to their internal developers
What problems is the product solving and how is that benefiting you?
API issues specifically using the CURL command
Zendesk Support Review
What do you like best about the product?
Ability to task and assign macros to tickets.
What do you dislike about the product?
It is not always intuitive to use everything because there are so many features. Also, the cost.
What problems is the product solving and how is that benefiting you?
We want a way to track all engagement with our users. Because of the various integrations with other platforms this has been surprisingly thorough.
Ease of Management
What do you like best about the product?
Easy to track tickets
Good for analytics
Able to integrate with other platforms like Jira
Good for analytics
Able to integrate with other platforms like Jira
What do you dislike about the product?
Seems very busy at times
Recipients usually send emails back on the same thread with different issue even when the ticket is marked Solved
Recipients usually send emails back on the same thread with different issue even when the ticket is marked Solved
What problems is the product solving and how is that benefiting you?
Analytics was the major problem we faced when using other softwares. Since we are all working from home, it has helped management with data
Organized ticketing system
What do you like best about the product?
Tags are very helpful for resolving tickets as well as organizing for triaging to different teams
What do you dislike about the product?
Zendesk Talk data is more challenging to maneuver on Zendesk Explore. There are also limitations to the triggers that prevent more automated triaging
What problems is the product solving and how is that benefiting you?
ZD Support allows us to categorize tickets and analyze ticket data effectively.
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