Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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A versatile suite to suit customers across all modern platforms
What do you like best about the product?
The capability to connect multiple APIs across different channels and enable your agents to maximize support
What do you dislike about the product?
Reports could take a while to create on your own when you don't have extensive knowledge about metrics libraries
What problems is the product solving and how is that benefiting you?
Handling customer product concerns on multiple platforms
Recommendations to others considering the product:
Ensure that you have an IT-specialist admin that understands Python to maximize the capabilities of Zendesk Explore
Enjoying Zendesk Sell!
What do you like best about the product?
I like the simple interface. After a very brief learning curve, I find it fairly intuitive, simple and fast to use.
What do you dislike about the product?
Can get a little convoluted on my screen. Having to move the scroll bar left and right to see my search queries for contacts can be tedious.
What problems is the product solving and how is that benefiting you?
I can quickly and easily view activity on prospects. It is what is needed.
Recommendations to others considering the product:
Reach out for help when you need it.
Easy Support
What do you like best about the product?
Ease of use & triggers/automations & Zendesk support chat
What do you dislike about the product?
Admin Dashboard is a bit confusing with items buried...difficult to find!
What problems is the product solving and how is that benefiting you?
Quick interactions with customers using Triggers/Automations have made their CX better, leading to more sales.
Recommendations to others considering the product:
Automate everything to help the customer to manage their issues/problems faster
Great Support, Fairly Quick
What do you like best about the product?
Screen recording capabilities when chatting with their support team.
What do you dislike about the product?
Multiple hours between responses, despite sending during work hours.
What problems is the product solving and how is that benefiting you?
I had questions about the functionality of the Zendesk upgrades, and the support team clarified them and ensured I had a next step in motion.
Powerful Ticketing Suite
What do you like best about the product?
I enjoy the customizability of Zendesk. With all of the options available, there has not been anything that we have wanted to do that we cannot do. Just some of the things we have customized: survey emails, custom ticket forms, our own SLAs, automation, macros, and ticket queues. The reporting capabilities are also very advanced. Being able to create a "Dashboard" consisting of multiple reports makes our team meetings much quicker when we review our KPIs, aging tickets, good reviews, etc.
What do you dislike about the product?
I do wish that the Explore tool was more intuitive. I understand that it is incredibly powerful, but it is not always straightforward to build the type of report that you are looking to build.
What problems is the product solving and how is that benefiting you?
Ticket management, feedback collection, and telling our customer story. With Zendesk, we are able to focus on resolving customer issues instead of managing tickets. We are able to tell our business stakeholders about what we are seeing in tickets and take action to resolve these issues on a greater scale through product updates and documentation.
Recommendations to others considering the product:
Out of the box is great, but be willing to spend some time customizing the Zendesk environment to your business's needs.
Very helpful customer service
What do you like best about the product?
Was able to submit a question via chat, and Zendesk agent quickly sent a zoom link to help me in depth with my question. She also was very helpful in explaining all of the details related to my questions.
What do you dislike about the product?
Wish there was a better search function on the zendesk forum so I can trouble shoot issues myself. I tried to self solve but was unable to due to no matching articles lining up with my wording/question
What problems is the product solving and how is that benefiting you?
Zendesk helps organize our customers issues and inquiries. Love that each issue has it's own ticket number versus having customers email us, and not being able to track issues.
Recommendations to others considering the product:
Easy way for customers to submit questions, problems, etc
Always succeeds expectations
What do you like best about the product?
Quick response via chat for any kind of questions or issues.
What do you dislike about the product?
no way to pin important notes to the top of a ticket. Email threads- when a long email thread comes through, it can make for a VERY long ticket. It would be nice to be able to minimize a comment in a Zendesk ticket.
I see there is an email thread feature but I don't understand how it works.
I see there is an email thread feature but I don't understand how it works.
What problems is the product solving and how is that benefiting you?
We use it for tracking Enterprise conversations and also troubleshooting tickets for our software. It helps to keep everything a lot more organized. We also have JIRA integrated so we can keep track of Development trouble tickets.
Recommendations to others considering the product:
Best decision to go with!
Easy to use and adaptable for each company
What do you like best about the product?
It is very easy to use and keeps track of all communication and tracking KPI's/SLA's.
What do you dislike about the product?
The reporting is a bit difficult to understand how to use and to adapt to reports needed
What problems is the product solving and how is that benefiting you?
Standardised service and tracking of all requests
Robust software
What do you like best about the product?
Triggers, automations, views, ticket fields, groups, they are all very useful
What do you dislike about the product?
Workspace, I cannot test it in a sandbox
What problems is the product solving and how is that benefiting you?
I can filter an prioritize the most important messages
Good fast support
What do you like best about the product?
It is quite easy to find the support options and the chat features. This is important as the help desk or articles might not have all the questions we need with the issue.
What do you dislike about the product?
at times, the bot takes too much time to figure out what we actually want and direct our chat to the support team.
What problems is the product solving and how is that benefiting you?
Issues our clients face like not receiving the emails etc are solved with ZD support suite. That is a good thing since these issues are complex but rare.
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