Zendesk Suite
ZendeskExternal reviews
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Very complete, but heavy to load
What do you like best about the product?
You can set it up in many different ways. The data reporting is very complete.
What do you dislike about the product?
There are some limitations. But the biggest problem is that sometimes Zendesk decides to roll a new interface that breaks everything and they don't give us the option to have it or not.
What problems is the product solving and how is that benefiting you?
We get thousands of tickets every month, and their ticketing system is very good. It could be slow, but it's very superior to others.
Helpful and competent support.
What do you like best about the product?
In the environment in which I work, where I also support my clients, I value agility and efficiency. This is what Zendesk Support can offer me.
In the old supplier of a solution that we used before, they didn't have that agility... and they still serve me in the language I need!
In the old supplier of a solution that we used before, they didn't have that agility... and they still serve me in the language I need!
What do you dislike about the product?
I currently have no complaints about the service.
As requests I made, they were all answered.
Keeping the form of delivery that is carried out today.
Mainly in platform solutions. Solutions that add value to the day-to-day operations.
As requests I made, they were all answered.
Keeping the form of delivery that is carried out today.
Mainly in platform solutions. Solutions that add value to the day-to-day operations.
What problems is the product solving and how is that benefiting you?
Integrations with applications, various automations, triggers and others.
This benefits me, as I mentioned in the previous question, in the operation we have, that is, we let the tool work for us.
This benefits me, as I mentioned in the previous question, in the operation we have, that is, we let the tool work for us.
easy to use platform
What do you like best about the product?
like the fact that the platform is easy to use and understand and learn
What do you dislike about the product?
i hate it when there is bugs make our work difficult
What problems is the product solving and how is that benefiting you?
customer related issues , easy communications with customers and partners
Great support!
What do you like best about the product?
Zendesk makes it easy for us to provide excellent support to our customers. The macros, triggers and automations are a real time-saver and easy to use.
What do you dislike about the product?
It would be nice to be able to submit a ticket for Zendesk Support without having to go through the chatbot. Also, we could use the ability to revise closed tickets.
What problems is the product solving and how is that benefiting you?
We are cutting down on our time to acknowledge and average time to close tickets thanks to the SLA reporting functions. Setting up Slack webhooks and triggers to alert agents of unacknowledged tickets was easy and has also been very helpful on this front!
Professional Experience
What do you like best about the product?
the chats are fast , the service is professional , easy to learn and adapt to the platform
What do you dislike about the product?
sometimes we face many bugs that makes it hard for us to work
What problems is the product solving and how is that benefiting you?
as a company that faces many challenges, zendesk makes it easy for us to treat many issues in a small amount of time.
Great support platform
What do you like best about the product?
the system is very flexible and customizable - using triggers/webhooks and so on there is a lot of customization possible.
What do you dislike about the product?
only some minor specific things that are not possible (e.g. linking incidents to problem tickets via a trigger)
What problems is the product solving and how is that benefiting you?
it is our support system dealing with everything from support tickets, chats, social media support etc etc
and with zendesk explore we get great data on all of that
and with zendesk explore we get great data on all of that
Quick Support for quick support
What do you like best about the product?
What I find most helpful is being able to access and respond to my users help desk tickets in a timely fashion. Zendesk also helps keep track of my time management and if I do have a question about the Zendesk tools help is easily available and quick. We've been using Zendesk for a few years now and I can't remember what it was like before we started using it!
What do you dislike about the product?
I haven't found any downsides - maybe I'm not looking hard enough!
What problems is the product solving and how is that benefiting you?
Most times it's all about having users issues/problems/questions in one place and we are able to determine which group gets to assist.
Amazing ticketing tool and it has ease of usage
What do you like best about the product?
The ease to use the tool and also it helps in making the customer experience a lot more better
What do you dislike about the product?
There is nothing as of now that I would dislike about the product
What problems is the product solving and how is that benefiting you?
It helps in solving the customer related concerns in an efficient manner and it benefits in grabbing maximum customer satisfaction
Useful to keep track of user ticket requests
What do you like best about the product?
It keeps everything together and in one place. I enjoy having the ability to search up past ticket requests using keywords and tags. The UI is kept simple and easy to learn, especially for those who are new to Zendesk.
What do you dislike about the product?
It could be my lack of Zendesk knowledge, but I dislike how challenging it is to set up proper triggers and have a sandbox environment (or equivalent) to test out the triggers. I find myself constantly creating new tickets just to try it out and afraid it would affect any new and incoming tickets.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to organize our ticket requests within one instance. Previously used an email address for all ticket requests, so as you can imagine that would get messy.
Review
What do you like best about the product?
public vs internal note allows for better flow
What do you dislike about the product?
having to submit to save changes to fields
What problems is the product solving and how is that benefiting you?
resolution of customer issues
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