Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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It's great!
What do you like best about the product?
Ticket sla, metrics and statuses, reporting
What do you dislike about the product?
UI, comments, web only, no mobile support,
What problems is the product solving and how is that benefiting you?
Metrics side of things which we were missing
The Gold Standard for Support Ticketing
What do you like best about the product?
What I like most about Zendesk is the ease of use within the platform; the UI is really quite initiative and easy to understand. I have used several other platforms that have been cluttered, but I do not believe that to be the case with Zendesk.
What do you dislike about the product?
What I currently dislike most about Zendesk is the "Explore" functionality. While the data is there, there are severe limitations to how we can display that or *who* can access this. This could be improved by allowing viewers to only see information that pertains to them, specifically (i.e. an agent seeing only their metrics).
What problems is the product solving and how is that benefiting you?
The problem that Zendesk support is solving for us is two-fold; consistent support to those that need it most and a clear and defined way to track, followup, and hold ourselves accountable.
Easy to use
What do you like best about the product?
ZenDesk is very easy to use in regards to assisting customers. It's also simple to add additional required fields to tickets,if you want to track things like reason for contacting.
What do you dislike about the product?
The reporting can be confusing. Also the default CSAT ratings are unhelpful as they are only based on responses to the survey, not compared to how many tickets were actually solved. So, if you only receive 2 CSAT responses and one is bad, you get a 50% even if you actually handled 300 tickets.
What problems is the product solving and how is that benefiting you?
It is allowing us to interact with and support our customers in an easy, consolidated manner. It's much more convenient having all of the support channels funneling to one place.
Customizable to your business
What do you like best about the product?
I do like that they have so many features t
What do you dislike about the product?
I like that they have so many features that you customize to help with your ticket flow. You can also choose what you want enabled and build triggers to help automate different processes.
What problems is the product solving and how is that benefiting you?
They have been helping me lately with getting out CSAT reporting up. Although I was having major issues with digging throughout their help center to find the answers.
Very configurable product, able to build up on processes, change and adapt
What do you like best about the product?
views and dashboards are very useful and easy to use
What do you dislike about the product?
nothing showstopping, some of the screen require ability to alphabetically sort
What problems is the product solving and how is that benefiting you?
tracking tickets, assigning to groups and showing ownership
Quick, kind and clear support
What do you like best about the product?
Service is useful and quick. Answer arrives after a couple of minutes
What do you dislike about the product?
Direct link to articles without have the response in the chat
What problems is the product solving and how is that benefiting you?
implementation of new channel, setup and clarifications
Good user experience.
What do you like best about the product?
Ease of service. Various features in one place.
What do you dislike about the product?
There is nothing useless, I really like the package.
What problems is the product solving and how is that benefiting you?
Customer service in general.
Gained a warm and useful support from Junilyn Legario
What do you like best about the product?
It seems like I can ask any questions relating to Zendesk.
What do you dislike about the product?
I don't know exactly what is Zendesk's working hours. Sometimes, I got slow responses, and at that time I haven't been at my PC already.
What problems is the product solving and how is that benefiting you?
Making a report
Support was very helpful and quick
What do you like best about the product?
It is very easy to create triggers and automation to route our tickets. It is also very easy to keep things organized.
What do you dislike about the product?
It isn't very easy to submit a support request. When I know that I can't find an answer in their help articles, I would like to be able to speak to a real human without having to go through the answer bot.
What problems is the product solving and how is that benefiting you?
We are able to quickly assist our customers when they write in. We are also able to track the types of requests that come in so we can improve our documentation and help center.
Flexible, mature, customer-success focused tool that is central to our Customer Success and growth
What do you like best about the product?
Built-in functionality to both implement and operate our support processes and manage customer satisfaction for our growing product
What do you dislike about the product?
Minor issue but sometimes the product has grown so rapidly that some features and terminology has changed
What problems is the product solving and how is that benefiting you?
Customer Support for a growing product and team that is flexible enough to allow us to avoid hardening too many processes, allowing us flexibility
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