Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Awesome automation of work!
What do you like best about the product?
Automation, personalization, reports, shorten the response time to the task, better analyst
What do you dislike about the product?
The system could be more intuitive to use
What problems is the product solving and how is that benefiting you?
Zendesk helps with the day-to-day handling of customer error tickets.
Highly Recommend
What do you like best about the product?
Integrations with 3rd party apps such as Slack and O365. I like the metrics dashboard as well and it is easily customizable to view the metrics you are interested in
What do you dislike about the product?
Would like to see more features on the slack integration such as the use of customizable forms to report incidents via slack and the ability for users to upload attachments
What problems is the product solving and how is that benefiting you?
Reporting, managing and tracking incidents in our organization is a lot easier because of Zendesk
Zendesk Support suite
What do you like best about the product?
I love how simple the Zendesk Support configuration is. With no time, you can configure triggers and automations to auto direct tickets which save lots of time for your support team to do what they really add value to.
What do you dislike about the product?
Triggers are very important and helpful, however, you need to be mindful of their order and it can be difficult to categorize with the new Category feature without messing up your trigger order.
What problems is the product solving and how is that benefiting you?
Our Customer group use Zendesk Support suite to react to support queries as well as proactively handle Customer success queries. It's the single source of truth in our customer's interaction with our Customer group.
A vast ocean of possibilities and capabilities
What do you like best about the product?
App integration, UX, responsiveness and easy to follow chains between agents and users of the software that we support. Internal notes are also really useful, as well as Macros.
What do you dislike about the product?
Redirects are not very good and SSO needs work. Often have to create Private windows and use different browsers because the SSO does not redirect to the correct places.
What problems is the product solving and how is that benefiting you?
It's solving the problem of being able to provide efficient and detailed support, whilst also keeping customers happy. This is benefitting us because our customers are happier at getting a faster response.
World-class support from Zendesk
What do you like best about the product?
Zendesk is always on hand to provide support and they're always willing to go above and beyond for me.
What do you dislike about the product?
There are no downsides to Zendesk - the support is great and there are plenty of online resources to assist.
What problems is the product solving and how is that benefiting you?
Using Zendesk has meant we've reduced our support platforms from 4 to 1 in the space of 6 months. Our average response time is down from 90+ days to about 3
We bought it instantly.
What do you like best about the product?
We needed an answer to our overloaded support distro, and zendesk was clearly the answer. Our emails are no longer cluttered since we've gone ahead and purchased it.
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
What do you dislike about the product?
Having to mask the @zendesk at the end of the domain was a bit tricky, but not impossible. The price while not awful, wasn't exactly the cheapest thing, but it was still worth.
Wish we had more lisences.
Wish we had more lisences.
What problems is the product solving and how is that benefiting you?
Our support email was getting overloaded and hard to keep track of. Emails were getting forgotten due to the increase of them. Zendesk's ticket system completely fixed that and now organizes it for us, making sure that we don't miss any emails.
Helpful way to see training activity within ticket
What do you like best about the product?
The Skilljar <> Zendesk integration is a really easy to get an overview of training activity from straight within a ticket.
What do you dislike about the product?
No downsides; it's a straightforward integration.
What problems is the product solving and how is that benefiting you?
Pull user data directly into ticketing software.
New upgrade help
What do you like best about the product?
The chat was very easy to navigate and was taken care of quickly.
What do you dislike about the product?
I have not found anything to dislike yet and have been working with ZD for over 4 years.
What problems is the product solving and how is that benefiting you?
I was having issues with reporting, and they quickly showed me where to go for what I needed.
Great system but needs more step by step videos for set up of system processes
What do you like best about the product?
The extra features we can avail of with the suite package.
What do you dislike about the product?
The difficulty in setting up the systems for a person with no Zendesk or IT knowledge.
What problems is the product solving and how is that benefiting you?
Solving the need to assign tickets to agents - This is automatic and cuts down on supervisors' task load.
it was a good experience, I learned a lot and I'm still learning new features
What do you like best about the product?
ease of communication with custumers ,easy to use software, easy to enter into direct chat with customers, easy to answer emails, several shortcuts that are suggested
What do you dislike about the product?
I have no inconvenience using zendesk everything is clear to me, and it will be perfect if zendesk organizes online training and let us know of any new features
What problems is the product solving and how is that benefiting you?
Receive emails from our customers and partners, help our customers with all requests for information,communicate via direct chat with customers which allows us to solve problems quickly
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