Zendesk Suite
ZendeskExternal reviews
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Zendesk's flexibility continues to shine albeit with some frustrating UI changes
What do you like best about the product?
Easy to deploy to multiple support channels. Agent satisfaction with the tool is high. The API is robust and allows for a number of integrations that are helpful.
What do you dislike about the product?
The new admin management section is clunky and requires too many clicks and moving to different tabs to manage users and business rules. Business rules lack some features (like being able to assign users to an org with a trigger).
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to handle support in 6 different countries across 5 languages. We also get a good value for our money due to everything being included in the price.
Zendesk Gift Card
What do you like best about the product?
Zendesk products like Support, Guide, Explore etc.
What do you dislike about the product?
Analyzing the report (Explore) and Calculations
What problems is the product solving and how is that benefiting you?
Easy to solve the queries of customers by creating tickets in Zendesk
Recommendations to others considering the product:
It is very good business management tool
Omni-channel support made easy
What do you like best about the product?
A myriad of features is available for clients from which we can choose what works for us and use just that. Their support portal is quick and efficient, much better than others I have used.
What do you dislike about the product?
Some of the features are implemented in a very basic form and need further improvements. However, these improvements sometimes take quite a long time to be implemented.
What problems is the product solving and how is that benefiting you?
Have a single portal through which we can interact with our users who might be accessing us through multiple channels. Its reporting capabilities are extremely useful and very much insightful
Often slow - and does not relate to the question that was asked
What do you like best about the product?
ease of use for agents and simplicity for the admin
What do you dislike about the product?
The new widget is super annoying
the response is often un professional and does not relate to the question that was asked.
the response is often un professional and does not relate to the question that was asked.
What problems is the product solving and how is that benefiting you?
ability to easily set up support via email to multiple brands
Not just another support desk software
What do you like best about the product?
How easy it is to set up and the number integrations available. I also like the views feature and it has helped me become way more efficient and be able to better organize my backlog.
What do you dislike about the product?
Having to download attachments first if you want to re-attach the same, I also don't like that there's no easy way to convert text to a plain text/remove formatting
What problems is the product solving and how is that benefiting you?
Having multiple support channels linked to one queue.
Its very user friendly
What do you like best about the product?
Everything is under one umbrella so agents find it easy to navigate.
What do you dislike about the product?
Nothing really, one thing I might say it is quite expenses as compared to other ticketing system
What problems is the product solving and how is that benefiting you?
As I said it is user friendly and all our agents find it useful
Zendesk: An excellent platform for providing support
What do you like best about the product?
The UI of the support suite is top tier. Really enjoy how sleek it looks.
What do you dislike about the product?
I don't dislike anything about Zendesk. It's an excellent platform.
What problems is the product solving and how is that benefiting you?
The support suite helps our organization tremendously with being able to track issues both with our customers and internally with our help desk. We are much more productive because of it.
Recommendations to others considering the product:
I highly recommend using the Zendesk Support Suite! It makes life much easier when trying to keep track of support issues, and the ability to create a knowledge base is awesome!
Good to start but I doubt it's scalable
What do you like best about the product?
Macros and automations can be hugely helpful.
What do you dislike about the product?
Adjusting views is unnecessarily difficult.
What problems is the product solving and how is that benefiting you?
Answering support tickets. I am able to categorize tickets and set up auto responses.
Great Software - Tons of customization for your Organization
What do you like best about the product?
The fact I can customize per user/ per role and various other items and works extremely well for our organization. We have zendesk linked to Sales Force and Dialplad.
What do you dislike about the product?
You can get lost in the customization features. But that's great if you need custom settings for multiple different items. Would love to have training available.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving ticketing for our company. This benefits us by having documentation for every department getting requests. Our business performance consistently increases.
Zendesk Support Suite has been great for our team.
What do you like best about the product?
The most helpful thing about Zendesk Support Suite is its visibility. It allows us to pull reportings into explore for response times and number of inquiries.
What do you dislike about the product?
One of the downsides to Zendesk Support is its inability to scan the contents of a PDFs when searching for something.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has benefited the company by allowing us to see our response rates.
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