Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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Easy to use system
What do you like best about the product?
There is a plethora of options and settings to set up Zen Desk to meet your needs. There is a lot of support and information available to get things up and running.
What do you dislike about the product?
Because of all of the options, it is a little difficult to really get things up and running. We have a very small company and customer base at the moment but want all of the options for the Professional Suite package, so we are having to sort through a lot of options and settings that just don't apply to us right now.
What problems is the product solving and how is that benefiting you?
We need to be able to quickly and easily respond to our customer's questions and problems and escalate them to other department members when needed. Zen Desk allows us to have everything on one platform.
Friendly & helpful support when my account crashed at a critical time.
What do you like best about the product?
The instant messaging component was easy to use & made it feasible to get a person to help right away. The person I had, Mike dela Rosa, was super friendly & asked various pertinent questions that helped narrow down the cause of the issue I was experiencing. :)
What do you dislike about the product?
Honestly, this was one of the better experiences I have had with any online support. If I had to give any critique, I'd say to allow the chat bubble at the bottom of the screen to remain after refreshing the page or logging back in, especially if there is an active conversation going. Or if a message comes through, to have a little chime or notification pop up.
What problems is the product solving and how is that benefiting you?
Zendesk Support is solving issues with efficiency by not requesting that a ticket be submitted in order to receive help & by not having long turnaround times as they are actively investigating the issues alongside you.
Recommendations to others considering the product:
Use the live chat if able - definitely a real person instead of a bot, making the process smoother & able to be resolved more quickly.
Zendesk Review
What do you like best about the product?
In depth reporting of multiple metrics, multiple graph options, seamless communication with clients through chat and email. Easy to transfer tickets to colleagues and give full context about said ticket.
What do you dislike about the product?
Graphs are not the easiest to make, little amount of resources that explain how reporting works. For example, finding the definition of each attribute requires you to search it on google even if it can be implemented on the explore dashboard.
What problems is the product solving and how is that benefiting you?
Through the tagging system, Zendesk helps us identify and categorize the issues that customers are facing in order to better understand their issues and give actionable feedback to our product team
Support is quick and very helpful
What do you like best about the product?
One of the easier platforms to use in that if I have a question, their support team is super quick at responding to and helping me solve the issue.
What do you dislike about the product?
Setting it up can be a little intimidating but it isn't impossible.
What problems is the product solving and how is that benefiting you?
We use it for internal tickets to track customer issues, rather than having customers open their own tickets, which can make things a little harder to use
Ease to configure, good updates and new features, social media integration and nice support features
What do you like best about the product?
Ease to configure, integration with social media (Facebook, Instagram and Twitter), flow builder / bot setup.
What do you dislike about the product?
Whatsapp channel is a bad integration, very few options.
What problems is the product solving and how is that benefiting you?
We were trying to solve the way to measure our NPS score. With Zendesk Support + NPS licenses, it was sold.
Zendesk is at the heart of our business
What do you like best about the product?
One stop shopping. All of our contacts with our customers, from a support perspective lives under one umbrella.
What do you dislike about the product?
Too disjointed. Since Zendesk is essentially a conglomeration of multiple tools they are not consistent between the various 'channels'. Also, we've been told that more data from Zendesk Talk would be made available in a dataset in Explore "soon" it still is not there. The missing data, which is visible on a sort of 'daily' basis, is crucial to managing a call center.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to cover all of our various support channels, across several "brands" and to do so from one main interface. Various groups can share a ticket so we are not sending the customer to different interfaces or having to repeat themselves. Additionally, the reporting allows us to track our KPI fairly easily.
Most user friendly support tool I've ever used.
What do you like best about the product?
The UI / UX of Zendesk is probably what I like the most about it.
What do you dislike about the product?
I cannot think of any issues with Zendesk as such, the only feedback I have is that there could be more customization options for each user.
What problems is the product solving and how is that benefiting you?
We primarily used Zendesk Support Suite for effectively managing support tickets. It has a very robust platform to work on support tickets.
Recommendations to others considering the product:
I would recommend Zendesk if you're looking for a support management tool.
Easy to use
What do you like best about the product?
Customizations in ticketing and Guide.
Online documentation.
Responsiveness of Support.
Online documentation.
Responsiveness of Support.
What do you dislike about the product?
Integrations do not manage multiple instances.
Multibranding does not support multiple authentication tool instances.
Multibranding does not support multiple authentication tool instances.
What problems is the product solving and how is that benefiting you?
Tickets and Knowledge base management, reporting, automations.
Things went very well - some functions moved places on the screen and I was not aware
What do you like best about the product?
It was a quick resolution with accurate results.
What do you dislike about the product?
Nothing really - it was pretty quick and easy
What problems is the product solving and how is that benefiting you?
Some functions moved and I was not aware. They helped me locate the new spot.
Perfect Solution
What do you like best about the product?
Automation of tasks and management of projects makes organizing daily todos easy. Being able to assign tasks to team members is crucial for us, and makes our workflow 10x better.
What do you dislike about the product?
There are a few limitations like statuses that would be great to be able to edit and customize. Adding the ability to add and edit statuses would bring this product to the next level.
What problems is the product solving and how is that benefiting you?
Organization of tasks, and management of inbound requests. This allows us to track, assign, and complete tasks in an organized and precise way to ensure nothing falls between the cracks.
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