Zendesk Suite
ZendeskExternal reviews
6,468 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Unpaid Bill and Admin account
What do you like best about the product?
I needed to pay the unpaid bill and find the admin account. I used the live chat section and the system directed me to the live assistant. She was very helpful and fast.
What do you dislike about the product?
I should have seen the account admin easily. The system should allow finding account admin or I could have paid the bill with the business card. It caused a delay.
What problems is the product solving and how is that benefiting you?
Zendesk is a good archive beside a supportive assistant. In the sector, many people come and go but the clients keep going to work. If you don't use Zendesk you can't reach any email after you close the email address that belongs to the gone personel.
Quick service, Support Centre link difficult to understand
What do you like best about the product?
Helpful support staff, quickly served with help link
What do you dislike about the product?
Had to wait for service - told 15minutes, but it was a bit quicker. The link to support centre was not hyperlinked
The support centre article was full of jargon and I had to go back for clarification
The support centre article was full of jargon and I had to go back for clarification
What problems is the product solving and how is that benefiting you?
New service supporting website users via new channels
Recommendations to others considering the product:
None
8 Years of experience in customer Support and Contact centre Solutions
What do you like best about the product?
Zendesk Ui is very user friendly and toggles are very useful.
What do you dislike about the product?
Need improvement in integration with third party tools.
What problems is the product solving and how is that benefiting you?
It's a ticketing system and easy to manage customer portfolio and track their queries
Excellent Comprehensive Support Program!!
What do you like best about the product?
I love the support page for agents. They can access all channels from one view and switch between communications types like email and chat all in one page. Then as Admin we can give analytics through Explore for our agents. I love how customizable Zendesk is to personalize the program for our company.
What do you dislike about the product?
Because there is so much information, it can be hard to sift through the support articles to find our own answers. Also, because there is so much that can be customized, it would be nice to have more resources on how to get/pay for consulting help on how to properly customize our zendesk.
What problems is the product solving and how is that benefiting you?
It allows our agents to efficiently resolve customer problems and keep everything organized. Also, having so many channels of communication allow our end users a variety of options and communicate with us on their preferred channel.
Recommendations to others considering the product:
It is a great option for a comprehensive support program.
Good
What do you like best about the product?
It's agent workspace. It's really different from the rest
What do you dislike about the product?
Not much. I really prefer zendesk support
What problems is the product solving and how is that benefiting you?
It helps in keeping an organized ticketing system
Recommendations to others considering the product:
U want ur work yo be organised then use zendesk support suite
Good tool to begin with managing customer issues
What do you like best about the product?
Zendesk Support Team and the offered functionalities
What do you dislike about the product?
Automations and triggers are not very useful.
What problems is the product solving and how is that benefiting you?
Managing SLA's
https://support.zendesk.com/hc/en-us/community/posts/4409217598490-SLA-Alerting-in-Minutes?page=2#community_comment_4534105641626
https://support.zendesk.com/hc/en-us/community/posts/4409217598490-SLA-Alerting-in-Minutes?page=2#community_comment_4534105641626
Very good tool love it
What do you like best about the product?
Very easy to use I have used few other ticket tool but overall Zendesk is something that have most for feature.
What do you dislike about the product?
I think UI could be more better to enhance the experience.
What problems is the product solving and how is that benefiting you?
It's avoiding manual work and keep good track.
Excellent and consistant service!
What do you like best about the product?
I like how Zendesk allows me to customize the layout and workflow of my support environment. They also provide highly adjustable triggers, automation rules, integrations, and applications to fine-tune the environment to my organization's needs.
What do you dislike about the product?
I feel that the time tracking ability is majorly lacking. Entries do not appear to be editable once submitted, making it difficult to work with if my agents make a mistake. Also, the reporting regarding tracking can be limited and difficult to determine time statistics for individual agents.
What problems is the product solving and how is that benefiting you?
One of the big problems being solved by Zendesk support is its ability to build custom reports using a powerful analytics engine. I can create highly customizable internal and external reports to get a better insight into how my team is doing and what clients are the most active during a particular time period.
Recommendations to others considering the product:
If you are on the fence about Zendek Support due to uncertainty in setting it up and configuring it, Zendesk offers an onboarding package to help you get the environment up and running. We used this service and it was extremely helpful in making sure we had everything up and running in time for our go-live date.
Easy To Integrate, Use, and Deliver
What do you like best about the product?
I've used a handful of other support tools and none stack up to Zendesk when it comes to value. Sure, there are a few that offer more bells and whistles, but none that can offer this level of integration at such a low license cost. I recently had our CS team switch to Zendesk because it offered a reduction to a single screen by consolidating email, chat, phone, sms, messenger, and direct integration to our ERP. We also pulled off the migration in just a couple of weeks with very little support.
What do you dislike about the product?
I wish that Zendesk offered a single screen view of a conversation over multiple "tickets" with a customer ala Gladly. That said, I find very little to complain about with this setup.
What problems is the product solving and how is that benefiting you?
Zendesk support creates efficiencies in customer service by allowing us to reduce our footprint to a single screen. By doing so, we're able to answer more tickets with fewer staff.
Tons of capabilities
What do you like best about the product?
Macros are great. Abilities to automate workflow and trigger sending emails is very useful in the support space. Keeps everything in one place as well.
What do you dislike about the product?
The product is a little bit complex, complicated due to the wide array of features it offers. It is a lot to learn
What problems is the product solving and how is that benefiting you?
Zendesk helps us keep track of all our support tickets in one place and provides useful reporting and statistics.
showing 2,461 - 2,470