Zendesk Suite
ZendeskExternal reviews
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Zendesk is a really helpful platform for support!
What do you like best about the product?
I love how customizable it is. The data you can gather is seemingly endless.
What do you dislike about the product?
With the customization in mind the only downside I can think of is it can be a lot to learn right off the bat. It is all worth it in the end though!
What problems is the product solving and how is that benefiting you?
We are able to create separate buckets to see urgent tickets and tickets they would require an immediate response. It's easy to stay organized.
First time user of zen desk
What do you like best about the product?
The chat allocation process between agents, the option to change profile pictures. Easy to create shortcuts and tag system to locate relevant chats later. Emojis can be used for both agents and customers.
What do you dislike about the product?
when a chat disconnects on the customers side they assume we have cut them off, and go to the back of the queue when they reconnect.
What problems is the product solving and how is that benefiting you?
The use of short cuts means all staff are providing the same information correctly to customers. We like to use a certain tone of voice the option to send Giffs and Emojis helps with that greatly.
Recommendations to others considering the product:
User friendly chat function for both agents and customers. Easy to use back office system and easy to gather data from chats using the tag system.
Zendesk is a wonderful app to use to support customer feedback and to report bugs.
What do you like best about the product?
I like how Zendesk easily allows you to escalate bugs to higher people in one's organization. One can see the progress of how the issue is being resolved and who is involved with the process.
What do you dislike about the product?
I like all of Zendesk but I wish the interface was a bit more user friendly.
What problems is the product solving and how is that benefiting you?
Im solving IT problems that have to do with the user interface of a website.
Sophisticated Tool
What do you like best about the product?
Zendesk is a very useful tool for data optimization and its a tool that can be used with other tools . Very complex tool but super useful if you know what you are doing.
What do you dislike about the product?
Takes a lot of getting used to. For smarter people, super easy but for day to day regular folks, very complex. Maybe upgrade to a more user friendly phase and build easy to read dashboards.
What problems is the product solving and how is that benefiting you?
Its a CRM tool for my e-commerce company and its super great. Helps us communicate with vendors and customers and multiple teams can use it as well
Recommendations to others considering the product:
Ensure someone is fully knowledgeable about Zendesk before set up. Its a great tool if you know what you are doing
Very functional and easy to use, but could be improved.
What do you like best about the product?
I love that I can directly include Zendesk to reporting flows from my website through the API and code so reports come in organized from the start. Everything can be categorized perfectly through the use of code, triggers and views.
What do you dislike about the product?
There isn't a way to mass edit triggers, macros or views, so it ends up being very time consuming any time that something changes on Zendesk, or if anything is changed on the website that will affect one of those things (Especially Triggers and Macros). Mass editing would save a lot of time and make Zendesk more user friendly.
What problems is the product solving and how is that benefiting you?
Zendesk will mark tickets as spam, but we do not have control over when this happens, which makes it difficult to restore tickets that we want to receive. The benefit is that they do usually catch actual spam, but also important tickets.
The much needed move away from GoodData
What do you like best about the product?
The user interface is leaps and bounds better than the previous product, GoodData. Every single issue our teams had has been solved with this amazing update.
What do you dislike about the product?
Porting over previously built custom metrics that were developed in the prior product was not possible. Just created a bit of re-work.
What problems is the product solving and how is that benefiting you?
Designing custom dashboards for our various teams and agent groups. We've noticed a drastic increase in self-serve reporting, which has reduced the bottleneck that data visualization can sometimes create.
Recommendations to others considering the product:
Switch over to ZD Explore as fast as possible!
Zendesk
What do you like best about the product?
Easy to use, has a lot of useful information at your finger tips.
What do you dislike about the product?
It can be confusing if you don't know the terminology.
What problems is the product solving and how is that benefiting you?
Allows convenient storage of emails etc
Recommendations to others considering the product:
Establish the terminology and have clearly laid out procedures for finding things
Fantastic Simple to Use Tool
What do you like best about the product?
No need for IT support and able to provide quality interactions with employees from an HR standpoint
What do you dislike about the product?
Some additional Enterprise features that would be nice to have but not part of the smaller plans
What problems is the product solving and how is that benefiting you?
Better way of tracking interactions and past closed requests from employees
A user friendly, extremely customisable experience
What do you like best about the product?
Extremely customisable, and user friendly
What do you dislike about the product?
Some features are only available via API calls
What problems is the product solving and how is that benefiting you?
Visualising our metrics via a wallboard visible to all, and streamlining of workflows through triggers and views
Recommendations to others considering the product:
Speak to them about connecting you with other users and their own in-house experts - they can provide lots of help with finding the right setup solutions
With Zendesk Explore you get reliable, flexible and scalable customers.
What do you like best about the product?
This analysis tools can help you measure and optimize every interaction a customer has with the business. And it integrates perfectly with each of the Zendesk channels so that the team can always have the necessary data to make the most accurate decisions. Zendesk Explore choose the best type of graphic for your data or design your own graphics, all from a clear interface. And so I can organize the analysis work-space through the grouping of custom fields.
What do you dislike about the product?
t has a small learning curve, but it has a lot of potential if you or someone on your team can devote enough time and energy to learn the product.
What problems is the product solving and how is that benefiting you?
With Zendesk Explore we were able to solve many problems by being able to filter our data by different subcategories and export our data to different software tools that are used. Its set and its characteristics have allowed a better communication with customers and a more efficient follow-up of any problem that may arise. It has benefited us by being able to easily manage our data, analyze it and thus increase productivity and customer satisfaction.
Recommendations to others considering the product:
If you are looking for something with adaptable prices, easy to use and something to compile customer data at a good start, this is a good software to start. It has an extremely friendly interface, since it can be customized, which allows it to be easy to use and allows you to have information about the customer. It is very suitable for real-time reports, visualization and excellence to improve as a company, also provides analysis for companies to measure and improve the entire customer experience.
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