Zendesk Suite
ZendeskExternal reviews
6,468 reviews
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Amazing assistance and great documentation!
What do you like best about the product?
Zendesk Support is a great tool with so many functions that allows you to tailor your support tool to exactly your needs. Beyond that, you can build incredible reporting that is generated in a few easy steps!
What do you dislike about the product?
The only dislike I would have to say is the limitation in the views at the subscription we are in. I would love to have unlimited views without the additional cost!
What problems is the product solving and how is that benefiting you?
Reporting needs! Being able to create queries and dashboards that are using live data and can be shared with our VPs or cite managers is a game-changer. Once it is all set up the users can either receive them as a snapshot or have the capability to update the dates your reports are being run for! Love it!
Recommendations to others considering the product:
Do it!
Very Customizable. Support is extremely fast at responding and getting a solution is fast as well.
What do you like best about the product?
The talk feature adds the ability for the agents to take calls and make tickets from calls.
What do you dislike about the product?
the ability to rotate schedules within talk for our on-call rotation is not there, so we had to think of a workaround to get it done.
What problems is the product solving and how is that benefiting you?
Calls not coming through and adding emails to support incidents. They were quick to address the issue and followed up even after the incident was fixed.
The ZD team is outstanding and provides terrific support. We love ZD to support our customers.
What do you like best about the product?
Quickly and easily communicate with my customers about issues that are important to them. Customize and configure to make it represent our branding and message.
What do you dislike about the product?
The out of the box dashboards are not very helpful. UI could use a facelift.
What problems is the product solving and how is that benefiting you?
Communicating effectively with my customers.
Knowledge Review
What do you like best about the product?
I love the User Interface of Zendesk Guide.
What do you dislike about the product?
Lack of KCS features in the Knowledge area
What problems is the product solving and how is that benefiting you?
Self-Service problems. Needs major improvement in the KCS area.
Solid platform, used them for years
What do you like best about the product?
- Zendesk has integrations pretty much everywhere that you need them.
- Also has everything any platform would need, unless you have very niche, specific needs.
- Also has everything any platform would need, unless you have very niche, specific needs.
What do you dislike about the product?
- They're still a bit archaic in some features. Like sentiment identification.
- Their chat bot is also worthless. You have to go to a 3rd party to get a decent chat bot.
- Their chat bot is also worthless. You have to go to a 3rd party to get a decent chat bot.
What problems is the product solving and how is that benefiting you?
We use it for your standard setup. We have inbound support requests, with multiple teams working to resolve them.
Adding a CC field on Macros
What do you like best about the product?
Aside from a very versatile support tool, Zendesk provides superb technical support for its customers.
It has a vast integration with Jira, Slack, and many many others!
It has a vast integration with Jira, Slack, and many many others!
What do you dislike about the product?
With Zendesk's consistent updating of their features and functionalities, there are some occasions where these features are missed. However, they have constant reminders on their pop-up notifications.
What problems is the product solving and how is that benefiting you?
Zendesk provides efficient ticket tier escalations and it provides great time management in our team's organization of tasks.
Recommendations to others considering the product:
It is always best to reach out to their support for proper guidance when setting up a great support tool which provides close to perfect automation of support - they are always happy to provide assistance.
One of the best Customer support tool
What do you like best about the product?
ZendeskSupport Suite has many features. Though we have used many customer support tool but the way zendesk is increasing its feature and the way its is thinking about the company and the customer is hway ahead
What do you dislike about the product?
The UI can be much better. Only the issue with the UI interface. Please ask the team to more focus on UI and the packages are quite expensive. Please make it less. Freshdesk is providing more features than zendesk and low amount of packages they have. I want you all to focus on this thing and everything is fantastic apart from this.
What problems is the product solving and how is that benefiting you?
Way ahead ticketing service. We can track and we have enabled the automation. and the reply time has decreased and our customers are happy with our service becuase you have made the tool more futuristic.
SUUR-SEUDUN OSUUSKAUPPA / OSSi BoT
What do you like best about the product?
- Good project management
- Flexible support
- Flexible support
What do you dislike about the product?
- The product is good
- Not reprehensible
- Not reprehensible
What problems is the product solving and how is that benefiting you?
We integrate BoT into our ticket system. Speed up problem resolution.
Recommendations to others considering the product:
Easy product, and easy to learn to use
Zendesk support
What do you like best about the product?
Lots of new tools are being introduced, and constant drive to improve services. Relate sessions are informative.
What do you dislike about the product?
Support service is hard to use - takes a really long time to get the answer you need and you often get linked to articles that don't quite answer the question. The reporting tool is not user friendly when you need to pull multiple reports frequently and quickly
What problems is the product solving and how is that benefiting you?
The ability to build AI into messaging will be beneficial for us and offer quicker responses/self-serve for our customers.
Best ticketing system, robust and flexible
What do you like best about the product?
The ability to customize the system through the triggers and automation, as well as the ability to integrate to our profuction and other systems through the ZD app.
What do you dislike about the product?
The Help Center search is not really working, very hard to find relevant content and often search result are off.
What problems is the product solving and how is that benefiting you?
ZD support suite allows us to manage all our operational communication with our customers while having a visibility into the level of service we provide to our customers. The system is flexible to support our evolving processess through a configuration our support team is managing with no need for integrators.
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