Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Solved my problem immediately. But then found it wasn't as adaptable as I needed
What do you like best about the product?
I like that I can contact anytime and if it is urgent I will get immediate help. If it is a high-priority request I can get help pretty quickly. We used Talkdesk before and no support was available.
What do you dislike about the product?
Sometimes the delays on lower-tier requests leave me with fragmented work sessions. I think there should be a way to flag that I'm online and working on the project now - that way support could get to those people first. Reporting on SMS is near impossible and unhelpful. If you need something that has high texting functionality, Zendesk isn't it
What problems is the product solving and how is that benefiting you?
All sorts of admin confussion. I am learning every day how to improve SMS experiences and views for both agents and customers. I certainly think this has improved our lead management.
On and off
What do you like best about the product?
Sometimes fast answer.
Some knowledgeable staff.
Some knowledgeable staff.
What do you dislike about the product?
Sometimes it takes a long time to get an answer. Lots of missing features (data management). Control panel is all over the place.
What problems is the product solving and how is that benefiting you?
Managing ticket income. Making contact easier.
Snappy and Works Well
What do you like best about the product?
One location for receiving all support requests.
What do you dislike about the product?
The UI could be improved. Simple is better, yes, but a few tweaks to make it "feel" better would be nice.
What problems is the product solving and how is that benefiting you?
It allows us to manage a wide variety of support requests in one place, and allows us to create tasks in Teamwork and Clickup for quick resolutions.
Not flexible in terms of changes in the middle of the contract
What do you like best about the product?
Very user friendly and strong in terms of giving features.
What do you dislike about the product?
Not flexible and can make changes only during renewal of the contract.
What problems is the product solving and how is that benefiting you?
It helped in tracking the customer complaints and seller issues and to monitor the trend.
A good experience with some needed improvements.
What do you like best about the product?
Good integration with multiple platforms. I love the suite and it's very easy to use with a personalized interface. Good live chat support. Also, reporting tool is awesome and is very easy to understand.
What do you dislike about the product?
The chatbot module doesn't integrate well with some systems. Sometimes ZD support is not up to the mark when needed most in my case the help with its API. Also, the suite needs better UX overall.
What problems is the product solving and how is that benefiting you?
We used it for our product customer support has various tickets categorized into the various domains further to distribute it to the various internal tech teams.
Recommendations to others considering the product:
It's an industry-standard support suite with good features.
Zendesk meets your basic needs
What do you like best about the product?
Easy setup and navigation. Provides helpful knowledge base data.
What do you dislike about the product?
There are not very many options for customization and the ability to set workflows.
What problems is the product solving and how is that benefiting you?
Our Customer Service desk. We can receive tickets to assist our customers with questions and inquiries. This benefits us because when we provide satisfactory customer service the customer is most likely to return.
Good product, Very bright future, still needs work.
What do you like best about the product?
Very simple and focuses well on the features sales staff actually need - like deals, leads, contacts, contracts, all in one place
What do you dislike about the product?
It's a new software and is missing some basic stuff. They are removing the xero integration which would have been huge for us. For large teams you can't set up company-wide user settings yet like notifications for new leads or email notifications. Still a lot of work to do as I understand you need more users until you can get more funding rounds - but its a really really good start. The API is solid, could be better, but only because its new. I'm sure they'll work on it. dev team is kinda slow adding useful features - again because its a new software. Not heavily funded yet. The youtube videos for zendesk sell are also lacking, and the "whats new" updates for the teams are focused heavily on analytics and dashboards - and should be focused on basic stuff that moves the needle.
What problems is the product solving and how is that benefiting you?
dont use it
Recommendations to others considering the product:
Have a solid backend api developer ready to assist this software with integrations
It was a nice experience.
What do you like best about the product?
Zendesk supporters are excellent, and is simple to use.
What do you dislike about the product?
The character count is too short for the initial chat to open the ticket; as a result, additional information had to wait until the ticket was opened.
What problems is the product solving and how is that benefiting you?
I was hoping to have the ticket field auto-populate based on the ticket description. Though it is currently not possible, it would be a nice future feature to have.
A lot of good features, but it takes a little bit to get used to the triggers and automations.
What do you like best about the product?
- The ticketing system allows for our Agents to move effectively through the tickets while categorizing and leaving macro responses.
- Zendesk Support has been super helpful with setting things up.
- Zendesk Support has been super helpful with setting things up.
What do you dislike about the product?
- Tickets do not automatically update in the queue. Agents need to refresh in order to see new tickets come in.
- It is not as intuitive to use as I would like. We decided to opt-out of the using the technical representative.
- It is not as intuitive to use as I would like. We decided to opt-out of the using the technical representative.
What problems is the product solving and how is that benefiting you?
- Turning on SLA's so we can view how our reps are doing.
- Turning on CSAT scores and assisting with turning on the view so we can review the feedback and turn those into coaching opportunities.
- Turning on CSAT scores and assisting with turning on the view so we can review the feedback and turn those into coaching opportunities.
Recommendations to others considering the product:
- Make sure to check all triggers and automation before activating your account to ensure your customers are receiving the appropriate information as well as your agents.
Easy to learn and use but still needs improvements
What do you like best about the product?
I like the chat and phone functionality and that a new window opens for the agent to take notes instantly if needed.
What do you dislike about the product?
The management of tickets as an agent (prioritizing tickets, receiving notifications about replies) and the search functionality need improvement.
What problems is the product solving and how is that benefiting you?
- Helps provide support at scale.
- You can integrate more platforms, tools that will help the efficiency of the team
- You can integrate more platforms, tools that will help the efficiency of the team
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