Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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The best support tool in the market
What do you like best about the product?
Powerful reporting and the best interface in the market.
Excellent KB
Excellent KB
What do you dislike about the product?
The licensing is most expensive than market competitors.
What problems is the product solving and how is that benefiting you?
The interface of customers to receive support from our products and the KB documentation.
One of the best customer support ticket tracking tool
What do you like best about the product?
easy integration with email. just replying to email will update the ticket.
gives unified view of all discussions
best integration with jira
gives unified view of all discussions
best integration with jira
What do you dislike about the product?
not much. but searching tickets with text matching can be improved
What problems is the product solving and how is that benefiting you?
used in adobe customer support management.
used in reimbursement related ticket tracking like for darwin
used in reimbursement related ticket tracking like for darwin
Zendesk support
What do you like best about the product?
Zendesk made it easy to create and update
What do you dislike about the product?
zendesk was challenging to create entitlements for.
What problems is the product solving and how is that benefiting you?
It allowed us to support business users, and the ability to serve our customers
The ease of a all in one support system
What do you like best about the product?
The ease of being same to have a singe system for phones, chats, and emails!
What do you dislike about the product?
I wish when you called someone back from a missed call they would keep it all on a single ticket
What problems is the product solving and how is that benefiting you?
It’s making it to where we can resolve things without the use of multiple systems
Easy to use for your Customer Service Needs
What do you like best about the product?
Very user friendly. Easy to use and answer questions by replying or linking articles. We use the system daily for our Customer Support needs.
What do you dislike about the product?
Nothing - able to use it on the go and on desktop
What problems is the product solving and how is that benefiting you?
Offering our customers immediate answers to questions and the the suggestion articles that come up are perfect to help save time for user.
Zendesk provides Sensational Programming that Guarantees Success
What do you like best about the product?
What i like best and find most helpful about Zendesk Support Suite are the customer service features included in the program that allow me to better assist clients.
What do you dislike about the product?
My least favorite aspect of Zendesk is the lack of ease for frequent users, I believe that Zendesk would be more useful if they included more features that catered to frequent users and stored information and predicted actions based on their last use on the site.
What problems is the product solving and how is that benefiting you?
Zendesk helps resolve customer-related issues by providing live tickets to track resolutions, helping me offer my clients an all-around better experience.
Great for support
What do you like best about the product?
Zendesk is very useful because it is easily customisable to capture all customer support requests related to your business
What do you dislike about the product?
can be difficult to use without professional training
What problems is the product solving and how is that benefiting you?
We use it mainly for customer support interactions
Organization and scale
What do you like best about the product?
We are currently a team of 6 analysts who use Zendesk on a daily basis. What impresses me most about the platform is its ability to organize the activities of our support project, serving more than 3,000 users and centralizing everything in a single environment.
With a clean and intuitive interface, it's possible to build a unified management, integrated with channels such as WhatsApp and Facebook.
The most interesting thing is that by analyzing the data using the Explore reporting feature, I can generate valuable insights for developing new products and business opportunities.
With a clean and intuitive interface, it's possible to build a unified management, integrated with channels such as WhatsApp and Facebook.
The most interesting thing is that by analyzing the data using the Explore reporting feature, I can generate valuable insights for developing new products and business opportunities.
What do you dislike about the product?
I realize that the community here in Brazil is still not as active as that of our competitors. This results in less engagement and also less feedback on improvements.
This week, for example, there was a request for a dark mode interface option. We believe that a stronger community could have a greater impact on the development of the suite.
This week, for example, there was a request for a dark mode interface option. We believe that a stronger community could have a greater impact on the development of the suite.
What problems is the product solving and how is that benefiting you?
Centralization of contacts, volumetric reports and identification of intersections.
The most frequently asked questions could be resolved with clearer and more user-friendly instructions.
The most frequently asked questions could be resolved with clearer and more user-friendly instructions.
easiest more intuitive system to work with
What do you like best about the product?
As an admin, been able to control my system up to the minimum detail is the best Zendesk has, I have all type of communications linked to my system and agents have less tool to use, which helps with productivity.
What do you dislike about the product?
The new AI system, it is still too new and the intents' system is not really super easy to use based on our specific needs.
What problems is the product solving and how is that benefiting you?
Handling all type of communications with our users, from in-app support coming to our system, to reviews from app stores all in one place is the best way for the agents to not feel overwhelmed and using th intents, has help us to prioritize the more easy but important request to handle them first.
GOOD SOFTWARE FOR WFM and Quality Assurance
What do you like best about the product?
I would say its AI-powered forecasting capabilities are a significant strength. The ability to analyze historical data and predict future staffing needs with AI helps organizations optimize their agent scheduling proactively.
What do you dislike about the product?
its potential complexity and the learning curve associated with its advanced features
What problems is the product solving and how is that benefiting you?
inefficient staffing, unpredictable workloads, and lack of performance visibility in customer service.
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