Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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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
Help with setting ticket to open
What do you like best about the product?
I did not have to leave the window open and wait on the agent to enter and could continue to work. The information I did get was helpful along with links to options that may help
What do you dislike about the product?
The only thing I disliked was that I was unable to reach someone immediately but again this did not stop my workflow so I was ok with it. If urgent matter I would have called.
What problems is the product solving and how is that benefiting you?
Setting up triggers and what was not working properly. I also needed information on using organizations. I am still not sure if organizations will help me but this is not due to the agent.It is due to me not being able to test.
Excellent support team and guidance especially on onboarding and incase of queries
What do you like best about the product?
Ability to intergrate with social media, porting with phone and ease of use
What do you dislike about the product?
It is good 👍 Only area is ticketing plan which though is good but for very urgent requests one feels it has taken time to adress. Maybe categories urgent requests separately
What problems is the product solving and how is that benefiting you?
Multiple customer communications channels and ability to easily interact with all simultaneously and quick feedbacks/ assigning the concern support staff
Best in class
What do you like best about the product?
Zendesk is the best in class helpdesk software. It's intergrations are easy to setup, its billing is clear, and it's support is quick to respond.
What do you dislike about the product?
It's difficult to have certain specific feature sets unless you want to pay for the entire platform. Some features we'd use, others we don't and we still have to pay for that which we do not use.
What problems is the product solving and how is that benefiting you?
Zendesk helps us support customers, answer questions, and build self-help documents. We're able to track all this data, Zendesk works in multiple channels like facebook chat, email, phone calls, etc.
Flexible & customizable platform with great customer service
What do you like best about the product?
Zendesk Support is the tool I most use daily and it "just works". It helps us answer our clients while maintaining full context into currently faced difficulties and helping us ensure we don't miss anything. It's reliable, robust, and customizable. Customer service is helpful and always there when we've needed it.
What do you dislike about the product?
Zendesk has multiple tools and even some dedicated to reporting (Zendesk Explore). Explore includes features such as dashboard creation for reporting purposes. It is newer and definitely in need of some bug fixing. Issues include a lack of ability to revert changes to dashboards, with users having to manually undo them instead. It is rich in terms of features but needs some attention to ensure it's ready for production usage.
Additionally, Zendesk makes some decisions in terms of UI changes that can impact teams (namely, over their Agent Workspaces feature). Unfortunately, they don't allow such changes to be customizable and I can envision that, when the rollout is mandatory and does happen, it will bring different issues to us. There are public forums where you can voice your opinion, but judging by the lack of results from past interactions (when it comes to having concrete info on product improvements over Explore), I don't expect any changes from Zendesk.
Overall, a lot of major positives with some negatives which need to be considered.
Additionally, Zendesk makes some decisions in terms of UI changes that can impact teams (namely, over their Agent Workspaces feature). Unfortunately, they don't allow such changes to be customizable and I can envision that, when the rollout is mandatory and does happen, it will bring different issues to us. There are public forums where you can voice your opinion, but judging by the lack of results from past interactions (when it comes to having concrete info on product improvements over Explore), I don't expect any changes from Zendesk.
Overall, a lot of major positives with some negatives which need to be considered.
What problems is the product solving and how is that benefiting you?
Zendesk offers several tools to bootstrap your CX needs, one of these being Zendesk Support. This service has enabled us to reply to our clients with the quality and efficiency we need. It's an interesting and customizable platform and offers exciting features (customizable triggers for system/user actions, establishing SLAs, marketplace for plugins, etc).
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