Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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Overall a Good Product However Some Enterprise Features are Lacking
What do you like best about the product?
Zendesk is super easy to use. It has a lot of features right 'out of the box' where you can quickly get up and running. Furthermore, it has an API as well as webhooks which work for most of our needs.
What do you dislike about the product?
While there is an API and webhooks, there are some enterprise features that are missing from the product. For example, the API is limited as to what it can do, especially for non-admin users.
What problems is the product solving and how is that benefiting you?
We use Zendesk to handle and manage support tickets. We also store customer data including specific information that is pertinent to supporting the particular customer. By adding customer fields specific to our business, Zendesk solves most of our needs from the support orginization.
Comprehensive but a bit complex
What do you like best about the product?
Most things are customizable. Easy to chat with customers and track their issues. Easy to set up views and see what people are working on.
What do you dislike about the product?
The reporting features. It's incredibly complicated to get insight into the particular things needed. That's not super intuitive. Also, while the system is customizable, it can be complex and difficult to understand. Also I feel like there's a LARGE amount of features that I don't know about and am not utilizing b/c things are hidden or it's not clear.
What problems is the product solving and how is that benefiting you?
Our entire Customer Experience department runs out of Zendesk. We answer emails and take chats to help resolve any customer asks, issues or complaints.
Good system but could be improved
What do you like best about the product?
I like the fact that both outgoing and incoming emails are synced back into the system
What do you dislike about the product?
The system will only allow 300 emails per day and the time for the day seems to be set in a different time zone to mine, so i cannot send until the afternoon.
What problems is the product solving and how is that benefiting you?
The problems that I am solving is not having to record email content again. The benefit is IO am able to use zendesk sell on my smart phone
Recommendations to others considering the product:
When setting up the app on your phone dont attempt to login via email. you need zendesk button
Zendesk Support Suite Review
What do you like best about the product?
I like that I could and customize the Explore dashboard, add triggers, automation, and also integrate with a lot of apps/platforms.
What do you dislike about the product?
I wish there was an easier way of keeping track of Explore recipes and bookmark them within Zendesk as an admin so that I wouldn't keep googling.
What problems is the product solving and how is that benefiting you?
So far, since I just started, I was able to resolve cherry-picking, share the team's performance, and the interface is user-friendly.
Recommendations to others considering the product:
Make sure that you have read everything you needed to know before setting It up: triggers, automation, channels, etc.
Good User Experience
What do you like best about the product?
Ease of use and Zendesk support chat availability
What do you dislike about the product?
The terminology and customisation could be better. Not ITIL compatible
What problems is the product solving and how is that benefiting you?
Increased customer and customer (and Agent) satisfaction
There are some limitations and lack of basic features, support is not that good
What do you like best about the product?
It covers most of what is needed to run operations smoothly and track data
What do you dislike about the product?
There are many things so I'll only mention one: if someone is in a query in Explore, no one else can access it until they leave. When you want to check a query as a team, this is really annoying
What problems is the product solving and how is that benefiting you?
Product needs, self-service
Its okay just that some apps are for sale
What do you like best about the product?
The autoresponder feature and also WhatsApp
What do you dislike about the product?
That most apps are for sale and no image signature
What problems is the product solving and how is that benefiting you?
Auto responder and giving effective feedback to our clients
Recommendations to others considering the product:
Its easy to use and affordable
bad service from servicedesk, good service from sales, unilateral changes that brings issues with
What do you like best about the product?
Flexibility, easyness for triggers, fact that we can do everything without asking
What do you dislike about the product?
Explore is shit, Servicedesk,... limitness, changes that are unilateral
What problems is the product solving and how is that benefiting you?
New design, more click & slower, crap change, but to have the new features it is mandatory to activate.
Servicedesk, always shitty answers and no help
Servicedesk, always shitty answers and no help
Zendesk Support
What do you like best about the product?
help desk is nice being able to ask questions
tickets are created with every phone call
tickets are created with every phone call
What do you dislike about the product?
takes a bit of time to get a support person when needed
What problems is the product solving and how is that benefiting you?
we were not able to transfer calls to other support agents
zendesk visually is great; easy to follow
What do you like best about the product?
the overall setup visually. user friendly
What do you dislike about the product?
reporting and explorer. it's terrible and not easy to use
What problems is the product solving and how is that benefiting you?
having a all in one SaaS. tracking internal and external
Recommendations to others considering the product:
Make sure you have a road map built out of how you would like to use the zendesk suite. from support, to documentation, down to reporting.
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