Zendesk Suite
ZendeskExternal reviews
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Easy to use even for unexperienced agents.
What do you like best about the product?
Macros - this is killer feature (however quite common)
Also I like the option to respond to support tickets using email.
Also I like the option to respond to support tickets using email.
What do you dislike about the product?
The way how solved/pending tickets are handled - i wish i could see all old messages easily
i don't like the way to create a new macro - it should be available directly from message.
i don't like the way to create a new macro - it should be available directly from message.
What problems is the product solving and how is that benefiting you?
There was no better way to handle support requests for us. I had no experience as a support agent, for now using email to respond is the most convenient way to me.
Zendesk has great tools but recently degraded their Support and it's hard to get timely answers
What do you like best about the product?
The integrations and the talk functionality allow for easy agent use day-to-day. Reporting and custom field mapping allow us to isolate issues and provide feedback for the rest of the company.
What do you dislike about the product?
Account management is too slow. It was better when we could call. Also, it's hard to see changes coming from feedback provided. It seems there are basic tools that many people request that have not been implemented for many years.
What problems is the product solving and how is that benefiting you?
Quick support and repetition for basic case-work via phone and email. Strong metrics to identify root causes and SLAs to focus on specific customer segments have been a nice plus.
Recommendations to others considering the product:
Make sure you can self-service all of your needs. Check viability of integrations.
Zendesk - Simple Way to Get it Done
What do you like best about the product?
The user interface is simple and clean. The suite is somewhat ubiquitous so our users have seen it before and are familiar.
What do you dislike about the product?
Single sign on to our web app is not possible. So users have to create a support login that is different from our platform login. Confusing situation.
What problems is the product solving and how is that benefiting you?
We use the Guide as our knowledgebase, we use the ticketing for our support including chat and phone calls. Having all support resources in one place is beneficial.
Strong tool with some frustrating limitations
What do you like best about the product?
Simple UI- IT'S EASY TO USE AND RELATIVELY intuitive.
What do you dislike about the product?
Tickets get lost, go missing, because of their inflexible suspended ticket function
What problems is the product solving and how is that benefiting you?
SLA tracking is improved. Less time administrating workflow and more time actually working for the agents. We are objectively more productive
Zendesk offers a solid support experience
What do you like best about the product?
Integration of multiple channels of support under a single service. A solid amount of applications and integrations to expand on the offerings.
What do you dislike about the product?
Messaging is not quite fully integrated and is missing some features from the previous Chat offerings such as triggers for specific conditions and the amount of information displayed to an agent in the workspace.
Many requested features are left ignored with very little in the way of communication for future support or a transparent roadmap for the new features being implemented.
Zendesk seems to have an issue with their support team as well. Everything is pushed to Chat, but I often find that no agent is available to answer my request in real-time, and that e-mail replies are taking longer to receive a reply. You would expect Zendesk to be leaders in this area.
Many requested features are left ignored with very little in the way of communication for future support or a transparent roadmap for the new features being implemented.
Zendesk seems to have an issue with their support team as well. Everything is pushed to Chat, but I often find that no agent is available to answer my request in real-time, and that e-mail replies are taking longer to receive a reply. You would expect Zendesk to be leaders in this area.
What problems is the product solving and how is that benefiting you?
Self-help and multiple channel support options allow us to meet the customer where they expect to receive support. We've increased our CSAT score by 10%, to a high of 97% overall.
Recommendations to others considering the product:
Fully test all of the options available in the suite based on your needs to ensure it is a good fit for your company.
Great way to manage, prioritize, automate and analyze all Customer Support processes
What do you like best about the product?
The ability for our agents to provide support to our customers from various channels, all in one place. Powerful tools to automate processes
What do you dislike about the product?
Takes time to get a feature request incorporated in the system
What problems is the product solving and how is that benefiting you?
We have multiple support teams operating out of different places in the world and the fact that all the work is managed in one place: Zendesk
Best tool for support teams!
What do you like best about the product?
My favorite thing about Zendesk is how easy it is to get new agents started and learn the basics.
What do you dislike about the product?
The reporting functionality isn't as user-friendly as I would like. It would be great if we could use other tools in our tech stack to build out custom reports.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to create efficient workflows for our teams, manage our help center, and provide more timely responses to our customers.
Simple and accurate
What do you like best about the product?
I think the app is well categorised and you can find things easily.
What do you dislike about the product?
Sometimes I have problems when I wait to receive documents.
What problems is the product solving and how is that benefiting you?
Customer related: Calls, Enquiries, Emails.
Recommendations to others considering the product:
I would recommend this product to other companies, one argument could be the ease of usage.
Easy Site Support
What do you like best about the product?
It was very simple to start the chat and have the issue resolved
What do you dislike about the product?
It took more than 15 minutes for someone to get someone into the chat, so I kept popping back in to check the chat. But they did send an email to let me know when someone was available.
What problems is the product solving and how is that benefiting you?
It was a technical issue. I was unable to sign in and it was not recognizing my email address as an associated one. It's happened before and I have to access the program via a different domaine. So it was easy to just let them know what the issue was and they were able to advise me immediately.
The best ticketing solution on the market
What do you like best about the product?
The suite is complete: the ticketing part with Zendesk Support allows for organizing the workflow very simply to coordinate all the members of the customer service team. The reporting part with Zendesk Explore is very powerful for always keeping an eye on and improving our activity.
What do you dislike about the product?
The Zendesk help center for finding information is very rich, but it is sometimes very complicated to find the right article, which can sometimes make searches tedious when you need help.
What problems is the product solving and how is that benefiting you?
Any type of problem encountered by a client who submits a file online regarding our activity: from business issues to technical problems. We now have the possibility to better learn from our clients.
Recommendations to others considering the product:
Zendesk is a very good solution to help improve the quality of support!
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