Zendesk Suite
ZendeskExternal reviews
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Very thorough support
What do you like best about the product?
The agents always offer a variety of different options to my enquiries
What do you dislike about the product?
I am yet to find an issue with the support
What problems is the product solving and how is that benefiting you?
Mainly CSAT support and ticketing issues as well as Live Chat support
Recommendations to others considering the product:
Zendesk is a really effective platform for monitoring customer service performance
Industry Leader in Support Ticketing Software
What do you like best about the product?
Zendesk is extremely well-rounded. It works great for all levels of team or company size. If your Support needs are minimal, it is a great tool. If your Support needs are complicated, it is a fantastic tool. Zendesk works for everyone.
What do you dislike about the product?
Like many things in life, the speed could be increased. Ticket loading time, save time, etc. It is a browser-based interface so the trade-off vs having an installed software is often speed and it isn't a problem. More of a "would be nice".
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is our hub for all Support related communication. One of the major benefits is the organization of data. Companies and Users are unique and tickets are grouped under them. It's very easy to look up past history, even going back many years.
All was solved within 20 mins
What do you like best about the product?
After asking a bot to speak with an agent, there was no run-around. It was straight to the point of my issue.
The wait time was less than expected - that's always a plus!
The wait time was less than expected - that's always a plus!
What do you dislike about the product?
It was a tricky issue, but the solution was simple and easy to do. Hopefully solved for the future.
Wish I had spoken to an agent earlier to be completely honest!
Wish I had spoken to an agent earlier to be completely honest!
What problems is the product solving and how is that benefiting you?
The auto-idle that is not mentioned on the website...should be mentioned on the website.
The benefit of Zendesk is the ease of speaking with someone. The plus is having the solution
The benefit of Zendesk is the ease of speaking with someone. The plus is having the solution
Recommendations to others considering the product:
I do not have any recommendations at this time.
Zendesk Review
What do you like best about the product?
I like the ease of getting help when needed from a Zendesk agent. Also the easy of all-in-one ticketing system is easy to learn and handle. Zendesk seems to be more user friendly than previous ticketing systems I've used.
What do you dislike about the product?
The help center isn't always as clear and concise as I wish it would be. Also, I wish they have tutorial videos to see how to do something instead of just reading.
What problems is the product solving and how is that benefiting you?
Metrics are great. It helps us figure out what our customers are having trouble with and helping us to get a clear picture of what we need to change or update to help them.
Quick Assistance for Immediate Business Impact
What do you like best about the product?
Chatbox help was perfect for getting to my exact problem and resolving it quickly and easily, as I needed to meet a deadline on a promised deliverable as the onsite Zendesk expert. You made it possible to come through and make my colleague happy.
What do you dislike about the product?
Well, it's difficult to wade through so much online knowledge in bits and pieces to get to your answer when you're in a hurry, so that's why this online chat option is so perfect!
What problems is the product solving and how is that benefiting you?
Getting new brands and groups set up within our organization, allows each team to access and use Zendesk to meet their own needs successfully. It keeps us all so much more productive and our clients happier when we can provide great customer service enabled by the Zendesk suite.
Recommendations to others considering the product:
It's an invaluable tool should you be the one needing to administer the application and help others in your organization get set up with it and understand how to use it.
Overall the experience is great. So far Zendesk is one of the best tools I have used for support
What do you like best about the product?
Zendesk is a pretty easy tool to use from agents' and customers' perspectives. Reporting tool "Explore" is a great thing to build reports and customized data in the required way.
What do you dislike about the product?
There are a few things that can be improved.
1st - Transferring articles between different brands is a tool your multibranding customers would really need. It is not convenient to copy-paste, especially when you have hundreds of articles
2nd - Sometimes UI is not ok. Some sections are overlapping each other
1st - Transferring articles between different brands is a tool your multibranding customers would really need. It is not convenient to copy-paste, especially when you have hundreds of articles
2nd - Sometimes UI is not ok. Some sections are overlapping each other
What problems is the product solving and how is that benefiting you?
We are solving the main problems - way to contact the company with the ticket and get the assistance, creating helpfully content for the users tracking statistics and creating custom reports for their own needs. The main benefit is the ability to customize tools for your needs and make the required setting to improve the efficiency.
2x Greatness (Great tool with Great opportunities
What do you like best about the product?
I love that each client has a dedicated account manager that can be easily contacted easily. So far, it's very useful with our B2B and B2C. A user-friendly tool that anyone can use with ease.
What do you dislike about the product?
Datasets are separate. There are still a lot of things that need to be improved especially with live chat monitoring just like what other WF tool is using knowing that the nonvoice business is growing.
What problems is the product solving and how is that benefiting you?
It's helping us a lot with our reporting and performance visibility. We were blinded before thus, we are unable to create effective action items but with data being available through Zendesk, we can do deep-dive analysis and address concerns with our B2B and B2C.
Recommendations to others considering the product:
Support needs to improve on visibility and more options to contact the advocacy team especially when there are major issues
Solid Support
What do you like best about the product?
We use Zendesk as our ticketing system and I've always found it really easy to use and it definitely helps us get faster resolution for our clients.
What do you dislike about the product?
With such a large suite it can sometimes be difficult to find the right portal but their support site is rather robust so it's not really a problem.
What problems is the product solving and how is that benefiting you?
Anything from access issues to specific user side bugs flow through our Zendesk Support instance. It's a great way to keep everything organized and effectively support our users.
Good product, easy and practic
What do you like best about the product?
how easy and simple it is to communicate with the support, leave the information and so that it can be attended to, the staff is usually friendly and cordial and give correct answers
What do you dislike about the product?
the long waiting times, that the ticket is received by the agents, are usually much greater than the problems that the suit can present, and it affects my response to customers
What problems is the product solving and how is that benefiting you?
doubts about configurations and work functions, they have been fast and accurate, the team is very effective but the attention is very late and I have no answers at the time of the inconveniences
Recommendations to others considering the product:
yes
Never miss a possible client
What do you like best about the product?
- Detailed tickets are made both automatically and by my clients engagement.
- Various statuses for ticket follow up
- Easy to assign tickets to other team members.
- Various statuses for ticket follow up
- Easy to assign tickets to other team members.
What do you dislike about the product?
- The export functionality could be improved greatly to manipulate data to the user's liking.
- The Monitor seems like a great dashboard to have but you have to pay extra for it.
- The Monitor seems like a great dashboard to have but you have to pay extra for it.
What problems is the product solving and how is that benefiting you?
- Customer service follow-up is always on point and easy to use.
- Having the ability to organize tickets by tags is an easy way to keep every business opportunity.
- Having the ability to organize tickets by tags is an easy way to keep every business opportunity.
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