Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Great tool for ticketing system
What do you like best about the product?
It has lots of features and capabilities that help with communication with customers.
What do you dislike about the product?
Slowness may be experienced as it consumes a lot of memory when used.
What problems is the product solving and how is that benefiting you?
Organizing and tracking of support interaction with customers
Helpful tools for tech company and a lot of features
What do you like best about the product?
This feature really assists me to do many activities in the customer service area and all of the support team also have a fast response.
What do you dislike about the product?
So far really good from my end and easy to understand
What problems is the product solving and how is that benefiting you?
Related to ticketing system and reporting dashboard in zendesk support is able to support you very well
Completely customisable to suit any operational user flow
What do you like best about the product?
Lots of native features to customise an optimal workflow, as well as marketplace addons. The reporting functionality is also very easy to use or create from scratch.
What do you dislike about the product?
When searching for specific views or triggers via settings, when you want to go back to the search screen it does not take you to the original search results so you have to search again
What problems is the product solving and how is that benefiting you?
- Ability to communicate with the different parties on a single ticket (we're using the side conversations add-on).
- Utilise 'light agent' seats for internal ticket communication between departments, namely between our engineers.
- The use of automation and triggers to perform actions that would have otherwise been a manual change by an agent.
- Utilise 'light agent' seats for internal ticket communication between departments, namely between our engineers.
- The use of automation and triggers to perform actions that would have otherwise been a manual change by an agent.
Zendesk the BEST!
What do you like best about the product?
It is a platform wherein we have various ways to contact clients, either through phone calls, chats, SMS or emails.
What do you dislike about the product?
I only don't like it during downtimes as it will lead to dump of works.
What problems is the product solving and how is that benefiting you?
We are in the customer service/back office working with the delivery service that our client is using. It helps us communicate efficiently with our customers and third-party carriers.
I'm satisfied with the service provided!
What do you like best about the product?
The quick and well-prepared support provided for its users.
What do you dislike about the product?
The FAQ is very technical and complex. Which eventually leads us to talk to an agent to ask for help.
What problems is the product solving and how is that benefiting you?
It helped me to identify an issue with the time tracker APP caused by a change of roles involving a third party. Solving it helped me to keep measuring the productivity of agents.
Great resource to manage tasks
What do you like best about the product?
The ability to assign and sort tickets as needed.
What do you dislike about the product?
How calls make a new ticket every time we make a call
What problems is the product solving and how is that benefiting you?
A way for our clients to submit their problems.
Great product for business support.
What do you like best about the product?
Customization of agent portal and scalability.
What do you dislike about the product?
Can get a little bit confusing for new users.
What problems is the product solving and how is that benefiting you?
We need multiple channels to allow users to access our ticket system. Zendesk offers almost any channel you would need to get support to everyone.
Zendesk is very easy to use and beginner friendly
What do you like best about the product?
The way we can create macros and easily insert them
What do you dislike about the product?
Deleting tickets permanently shouldn't be an option in my opinion
What problems is the product solving and how is that benefiting you?
crowd control and auto sorting emails by severity level
Too a few minutes, but helpful and polite.
What do you like best about the product?
Once I was connected to a live agent, the responses were fast and very helpful.
What do you dislike about the product?
The autobot was annoying and it took a few clicks to connect to a live agent. I had a very complicated question and the bot was confused
What problems is the product solving and how is that benefiting you?
They helped me understand how porting numbers with third parties work, what information I needed, etc. I learned!
very fast and professionally competent assistance.
What do you like best about the product?
Very fast response time. Thank you VERY much for your help.
What do you dislike about the product?
The entry via the bot is sometimes quite bumpy. Once you deal with an agent in person, it's perfect.
What problems is the product solving and how is that benefiting you?
Usually questions about dashboards or reports
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