Zendesk Suite
ZendeskExternal reviews
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Top ticketing system so far
What do you like best about the product?
Has good features for running the ticket system
Pretty quick reply from support team
Pretty quick reply from support team
What do you dislike about the product?
Missing some detailed function
Agent page - Too heavy that it slow downs my computer
Agent page - Too heavy that it slow downs my computer
What problems is the product solving and how is that benefiting you?
Zendesk support helps my team collaborate in solving my customers' requests. - We miss less of requests and meet more of expectations.
Powerful ITSM tool with a clean interface
What do you like best about the product?
Zendesk allows ITSM professionals to easily set up screens for agents, as well as to extract reports about support tickets. It also allows for integration with other CRMs or APIs via their automation tools like triggers and webhooks.
What do you dislike about the product?
It was difficult to integrate attachments with other CRMs since we can only access the file URL and not the attachment itself to send it through a HTTP call. I had to do it via n8n and a lot of headache.
What problems is the product solving and how is that benefiting you?
I asked them, via a feature request, to create a way for admins to review what has come through webhooks/Zendesk API. Currently, it is not possible to know what payload was received via Zendesk API.
Recommendations to others considering the product:
Zendesk is a straightforward tool when compared to Salesforce, Service Now and Jira.
Great for Small to Medium businesses.
What do you like best about the product?
It's simple, easy to navigate and has decent automation. I love the reporting tool and the automating / triggers options. The chat is decent as well, again with automation.
What do you dislike about the product?
I think there is not a lot of room for growth. Once a company gets to a specific size Zendesk starts to become obsolete. I wish the auto-assign feature was part of the original product. I also wish we could color coordinate tickets.
What problems is the product solving and how is that benefiting you?
The ability for end users to put tickets in without signing into anything is a huge +. We have also used the global search for going back to old documentation. The search is really good at finding whatever I am looking for which is impressive.
Recommendations to others considering the product:
Again, for small to medium-sized companies. Once you start expanding it might not fill all the needs of some other ticketing systems.
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.
With zendesk support suite we offer quality customer service
What do you like best about the product?
It allows the creation of automatic responses to the most common requests from our customers, allowing us to serve more customers in less time. The chat allows the sending of attachments and screenshots, in order to more efficiently help customers and solve problems. The software also has a call guide, which allows us agents to respond quickly and timely to particular customer requests.
What do you dislike about the product?
The price may be a bit high compared to other similar software, although we feel that the quality of the tools and functions offered is worth the price. Its weak point is the customer service, because when we have had technical difficulties, we have had to resort to external technicians to solve the problem, since zendesk's technicians do not solve it.
What problems is the product solving and how is that benefiting you?
We have worked with many software for customer service, but zendesk undoubtedly surpasses them by far, as it encompasses in a single control panel, all the communication channels we have with customers. From phone calls, text messages, live chats and even social networks. Its service ticket management allows us to organize and prioritize requests, making our work easier.
Recommendations to others considering the product:
If you need a program to group all communication channels in a single control panel, this is the ideal program, because you will be able to serve customers quickly and effectively and meet every demand in record time. This has undoubtedly achieved that our customers are more satisfied with our service and feel the confidence in our team. We highly recommend this program.
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.
Great support 24/7
What do you like best about the product?
live Chat support is available 24/7 even in middle of the night
the chat bot suggest replies to your queries and if not available unget connected to a live agent
Support agent was helpful and patient to answer all questions
the chat bot suggest replies to your queries and if not available unget connected to a live agent
Support agent was helpful and patient to answer all questions
What do you dislike about the product?
have to go through a bot to get to live chat
at emergency n stressfull times the autobot answering first can get inconvenient
at emergency n stressfull times the autobot answering first can get inconvenient
What problems is the product solving and how is that benefiting you?
had questions about whatsapp chat integration, messaging and zendesk talk
that will help me effectively use a messaging platform to communicate to custiicicibankm
that will help me effectively use a messaging platform to communicate to custiicicibankm
Recommendations to others considering the product:
To save time, have an expert who knows zendesk to do the setup and integration
but most importantly the organization who wants to use zendesk should be mentally prepared to use and learn the system.
this needs to be there to all those who will use it and follow a process and workflow
otherwise resistance on using old methods will just hamper and delay things
but most importantly the organization who wants to use zendesk should be mentally prepared to use and learn the system.
this needs to be there to all those who will use it and follow a process and workflow
otherwise resistance on using old methods will just hamper and delay things
Zendesk support team helps me solve problems
What do you like best about the product?
Having a quick chat client is useful to start the process to solve a case. I also appreciate the quick response times. Tickets are solved quickly for my issues.
What do you dislike about the product?
I think the support forums show we all see the same issues but no one has posted up real solutions in years.
What problems is the product solving and how is that benefiting you?
I appreciate them solving my issues with custom automations and support based questions.
Customer Support at Skillshare
What do you like best about the product?
Zendesk is a staple amongst the customer-centric platforms. They're a beacon of what support teams look for and provide top notch support for questions any and every team may have!
What do you dislike about the product?
Some things can be a bit clearer and easier to attain. Not everything is as easy to find as you'd hope it to be. Explore is a new tool where they provide GREAT staple metrics, but if you want to find more niche information on a global audience, it'll be difficult.
What problems is the product solving and how is that benefiting you?
Support for our customers.
Self service.
Providing how-to articles.
Self service.
Providing how-to articles.
Recommendations to others considering the product:
Dedicate a lot of time towards building out a scalable module when kicking off Zendesk.
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.
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