Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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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.
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!
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