Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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We love Zendesk
What do you like best about the product?
The chat functionality is our favorite feature of Zendesk.
What do you dislike about the product?
I wish we could set triggers to status = delete
What problems is the product solving and how is that benefiting you?
We've tried other help desk platforms and Zendesk seems to be our best one-stop shop.
Easy to use
What do you like best about the product?
It's straightforward and really easy to use!
What do you dislike about the product?
There's a few glitches and slow to update when marking as spam
What problems is the product solving and how is that benefiting you?
Any questions I have about the platform. They are really quick a responding to you but sometimes get the wrong end of the stick when it comes to queries.
Excellent support and product
What do you like best about the product?
Complete package for my support center.....
What do you dislike about the product?
Phone number is a key index field.......
What problems is the product solving and how is that benefiting you?
Tracking of phone, chat and email tickets all in one place. The credit card redaction is great for compliance. The interface to Jira makes for seamless integration.
Easy to use.
What do you like best about the product?
The App binding was very helpfull in many cases
What do you dislike about the product?
I miss more function in mobile App most of all telefon function.
What problems is the product solving and how is that benefiting you?
We use it to help our customer by user oir software
Zendesk is great
What do you like best about the product?
It's easy to use, it has an Admin knowledge center available, and has lots of partners with which we can integrate to improve our experience.
What do you dislike about the product?
The metrics are not accurate and we have to do manual work whenever we need a more detailed metric.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to serve the customers, get insights about their needs and performance and also to track and metrify our support team job.
Zendesk as an ITSM
What do you like best about the product?
Service Management is the primary function we use. For tracking service requests, it does a fine job.
What do you dislike about the product?
Two main complaints would be the reporting options are complicated. it may be partially due to multiple teams using a single queue, but it should be easier to extract data/metrics from the system.
What problems is the product solving and how is that benefiting you?
It gives us a good platform for IT service management.
Zendesk helps us provide exceptional B2B customer satisfaction
What do you like best about the product?
Best part about Zendesk is automation rules and triggers that helped me organize B2B customer success team. We are supporting clients, helping with onboarding on our platform and tracking bugs and issues.
What do you dislike about the product?
I did not like transition to Zendesk Explore from the old reporting system. I had to re-create big number of custom reports as there was no migration supported when systems were changed.
What problems is the product solving and how is that benefiting you?
We are supporting clients, helping with onboarding on our platform and tracking bugs and issues. Due to automation rules, we are managing to provide support to big number of clients with a very small CS team.
Support Response Time Improved
What do you like best about the product?
Zendesk Support Suite is extremely user-friendly, which is the biggest plus for me. I like that tickets are archived and are easily searchable. I also like that the forwarding from the inbox feature eliminates most spam. Zendesk does not have many server errors, and the customer service team responds quickly.
What do you dislike about the product?
One downside is that the CC feature does not always work well as it can cause some responses to come in as internal notes. Also, on occasion, our responses to clients are not always received as the tickets get stuck in their spam filters or are easily overlooked - this is more on the user we are communicating with, though.
What problems is the product solving and how is that benefiting you?
Using Zendesk for our support needs versus a support inbox has improved our response times, and our customer experience. Additionally, our support team has had time freed up since managing support inquiries through Zendesk has increased efficiency.
Recommendations to others considering the product:
Zendesk has improved our response times, efficiency, and overall customer experience. Our support team has more time to focus on providing quality support, solve problems, work on projects, and collaborate with team members.
I will recommend it to my friends, because it's a really good product that makes life easier
What do you like best about the product?
I liked how conveniently organized the dialogue with the client.
What do you dislike about the product?
Not enough analytics to track agent activity by status
What problems is the product solving and how is that benefiting you?
I was able to collect data on errors, improved feedback. Increased trust and credibility of the product
Slow to receive an answer
What do you like best about the product?
Many resources are available. Community Forum is also interesting to see that other customers also have same questions.
What do you dislike about the product?
It takes ages to receive my answer when I contact the customer service representative. I need to log another ticket if the ticket is resolved but I still have some further questions. I assume that the staff are located in US. It is understandable there is a time difference however I feel that customer service is getting worse. I prefer to have someone answering my questions within the same day. (it used to be within 15 minutes)
What problems is the product solving and how is that benefiting you?
A lot of data helps us understand trends and root cause issues. We are using this data to improve customer service.
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