Zendesk Suite
ZendeskExternal reviews
6,481 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Industry Leader
What do you like best about the product?
I like the ease of use of ZD and the team is helpful when needed.
What do you dislike about the product?
Like any product, it has its quirks which will be different for each company and user.
What problems is the product solving and how is that benefiting you?
Support ticketing and knowledge base
To the Point Support
What do you like best about the product?
Easy, intuitive interface for tracking and archiving IT solutions. Easy to communicate with End Users.
What do you dislike about the product?
I don't have many dislikes. Some of the Admin procedures are a bit nebulous but not hindering work.
What problems is the product solving and how is that benefiting you?
IT Support. Users submit an email and our team receives email and works / follows it to resolution.
Powerful platform, specially for API-based deployment - but a few UX quirxs
What do you like best about the product?
Zendesk is definitely a powerful and complete support platform compared to others - especially the ones here in Brazil. Their API documentation is robust and easy to use. The integration with WhatsApp works like a charm.
What do you dislike about the product?
The UX and platform interface are not the most intuitive. I have some cache-related problems and the mobile application needs a thorough review - chats do not update automatically, very difficult to send messages and the sync seems not to be quite automatically.
What problems is the product solving and how is that benefiting you?
Zendesk is a robust and complete platform - I love the cost benefit that it brings us. Having a centralized area for all our support channels is a lifesaver. Their support has always been responsive.
Zendesk Support for Backend Logs
What do you like best about the product?
Zendesk Support is quick in response and has the best understanding of organizations' needs. They try the assist in the best possible way. Compare to other organization the level of support Zendesk provide is exceptional
What do you dislike about the product?
The backlogs that ZD keeps are only for 30 days and sometimes in a big organization, it's difficult to find errors with the logs for 90 days at least. also the account assumption should be easy access for admin
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has been very accommodating in any issues we have faced thru our organization, has guided thru correct articles and if we were not able to help ourselves they have helped us in all the possible way
Been using for 1 week
What do you like best about the product?
Explore documentation, community, and recipes
What do you dislike about the product?
Unable to filter datasets to create a different version of the same dataset. Also importing other datasets into Explore without having to import the data into Support.
What problems is the product solving and how is that benefiting you?
Data analytics for optimizing my team's workflows.
It's a great resource for support but still continues to not be the most intuitive user experience
What do you like best about the product?
It's a great way to have all of our customer's information/correspondence in one place. I love clicking on the customer email and it automatically copying it. I like Explore, and it's helped us identify trends better. I like the ability to create a macro from a ticket also.
What do you dislike about the product?
Having the public reply box at the bottom of the page doesn't allow movement of windows for any reason. We use text expander for many of our salutations and it doesn't allow the spaces so we have to go back and input spaces, which negates some of the time saved with text expander. I did like having the ability to have the knowledge capture function open on right with customer info on left, now I have to toggle back and forth. I like Explore, but don't feel it's easy to create exactly what I need without doing a lot of digging, wish there was more guidance right there without having to visit resources. The public vs internal note is not as easy to see, and the color changed. The lighter color makes it easier to make a mistake between the two.
What problems is the product solving and how is that benefiting you?
It easily solves the ability for us to split our customers into two brands, allowing the appropriate teammates to respond to the corresponding issues. I think Explore is going to really help us to identify more trends and move us forward once we master it!
Great platform to ensure customer success
What do you like best about the product?
Ticket customization along with the ability to share tickets with partner organizatoins.
What do you dislike about the product?
Not great for use as an employee time tracker when in the system.
What problems is the product solving and how is that benefiting you?
Ability to link directly to our clients Zendesk instance and become an extension of their team without impacting their processes.
It was the best of times, it was the worst of times...
What do you like best about the product?
UX generally good. Ample use of white space makes me calm and happy.
What do you dislike about the product?
Navigation not always consistent or intuitive. We're all busy, we support multiple systems. As someone who really only logs in monthly, I need to quickly find stuff and often find myself grumbling.
What problems is the product solving and how is that benefiting you?
Allows team members to find what they need and service customers directly, Keeps admins out of the loop mostly.
Zendesk is easy to use and learn
What do you like best about the product?
Tickets we really are glad that we can have all the tickets in the same place. Having multiple views is wonderful and we can easily watch our tickets coming in and going out.
What do you dislike about the product?
Chat we have a lot of problems with chat and disconnecting, it has been tricky to get it to do what we need and we are always unsure if it is set up correctly.
What problems is the product solving and how is that benefiting you?
Helping our customers use different channels
I’m able to get support I need quickly and professionally
What do you like best about the product?
The customer service officer is professional
What do you dislike about the product?
The wait time for a agent to respond can be faster
What problems is the product solving and how is that benefiting you?
It helps me to generate reports for the types of tickets we receive.
showing 1,791 - 1,800