Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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very quick and reactive support team
What do you like best about the product?
I like the chat function, it's always nice to be able to have a conversation with an agent in such short notice.
I like the professionalism of the support team and their communication skills.
I like the professionalism of the support team and their communication skills.
What do you dislike about the product?
I would like to jump on a screen sharing session, we have to exchange screenshots instead some times.
The size of the chat widget can't be expanded and this sometimes is a problem.
The size of the chat widget can't be expanded and this sometimes is a problem.
What problems is the product solving and how is that benefiting you?
Providing technical support to the customers and partners of my company.
Multiple benefits, from SLAs monitoring to customised ticket creation paths and escalation processes.
Multiple benefits, from SLAs monitoring to customised ticket creation paths and escalation processes.
Very helpful. The agent made sure all of my needs were met .
What do you like best about the product?
Maybe some visuals for better assistance
What do you dislike about the product?
I dislike the documentation aspect. Please provide videos
What problems is the product solving and how is that benefiting you?
I need help with the queries and reports on tickets
Overall a good platform with some challenges
What do you like best about the product?
For customers and end users the experience is awesome. They get a professional experience
What do you dislike about the product?
For admins of Zendesk, it can be clunky at times to do large volume of work setting up Zendesk
What problems is the product solving and how is that benefiting you?
Client self onboarding with our product which means more time for support staff to do other tasks
Helps my CX team but too not non-developer friend
What do you like best about the product?
I love that there is an array of options to customize our tickets, macro's, etc.
What do you dislike about the product?
It is not easy to customize or create a flow from scratch.
What problems is the product solving and how is that benefiting you?
Customer problems mostly but we haven't integrated much because it's not simple to do.
Solid support experience
What do you like best about the product?
Macros, automatic tagging based on the macros, and customization of labels.
What do you dislike about the product?
The reporting side (through Explore) is challenging to navigate, and the lack of customization around integrating data from our own database into the ticket view.
What problems is the product solving and how is that benefiting you?
Makes it much faster to automate certain workflows. We've been able to auto-archive a lot of emails based on keyword recognition, and create more efficient systems.
I dislike so much about Zendesk.
What do you like best about the product?
I didn't have to set it up and configure it.
What do you dislike about the product?
That I am the one to have to administer it.
What problems is the product solving and how is that benefiting you?
I'm not sure any problems have been solved. We have a ticketing system, but it sucks.
zendesk operations perspective review
What do you like best about the product?
Zendesk has been an industry-standard solution to customer support teams I have been involved in for over 15+ years. I currently use it in three of our departments and we have the ability to configure almost anything to our needs. Including routing, triggers, bots, and knowledge base. Which are critical utilities we implement in our service department.
What do you dislike about the product?
We have needed faster support and a rep who is more willing to help when we have issues. It seems like the rep is simply trying to answer our questions but not go above and beyond and FULLY answering our inquiry on next steps to take. Additionally, some easier connectivity to social channels, like tiktok and youtube would be nice.
What problems is the product solving and how is that benefiting you?
We needed one hub for customer service and technical support. We are able to have better internal communication and organization using Zendesk. Additional being able to share knowledge that is stored within Zendesk and utilize it as a library to answer customer inquiries is a benefit rather than our old methods of using Google drive documents.
Very good, but can be even better
What do you like best about the product?
very fast service, very direct and really solves the problems, without having to read a lot of tutorials (or repeat them extensively), really very good, indescribably better than the other supports, by the previous points
What do you dislike about the product?
my only problems were that it was not available in my primary language (Brazilian Portuguese) and that it could be more personalized and warming, because of the first problem, possibly, I felt a difficulty in understanding in the chat we had
What problems is the product solving and how is that benefiting you?
doubts about zendesk's satisfaction request, it was passed on to me that I would need to sign a higher level package (professional), I also took the opportunity to ask some questions about the available function called explore
Really, really good!
What do you like best about the product?
Zendesk is definitely a leader if it comes to ticketing systems for support teams.
Setup may be challenging, but once it's done, it's highly beneficial.
You can configure pretty much everything.
Setup may be challenging, but once it's done, it's highly beneficial.
You can configure pretty much everything.
What do you dislike about the product?
Sometimes, Zendesk misses some native functions and requires you to find a workaround like Triggers, or Automation to achieve the expected result.
This may be time-consuming, however, I always got what I wanted.
This may be time-consuming, however, I always got what I wanted.
What problems is the product solving and how is that benefiting you?
Using Zendesk to organise Support teams.
Benefits are extended analytics, Macros, and add-ons and plugins from marketplace, who allow you to extend the functionalities.
Benefits are extended analytics, Macros, and add-ons and plugins from marketplace, who allow you to extend the functionalities.
A Great Client Support Tool
What do you like best about the product?
I really like how organized and clear all the tools are on the main support tool. Our client tickets are now very organized and easy to manage, giving us more time to give meaningful answers to our clients.
What do you dislike about the product?
There are some features that I wish existed but don't exist. One of them being a search and filter option for sorting through all client email addresses. It took me a few hours to go through all of them for a project on our team. In addition, I wish there was customizable html for the survey we give to clients, a way to automatically delete or organize some suspended tickets with triggers/macros, etc.
What problems is the product solving and how is that benefiting you?
The problems we are solving are mainly having clear and usable statistics about our client's questions. We also can organize the tickets based on their progress in our support team, so we don't lose any tickets we normally would in a normal email inbox. I also like taking advantage of the added features to help improve the team's workflows.
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