Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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Quick and Effective
What do you like best about the product?
How quickly a support agent was assigned to me on the chat
What do you dislike about the product?
There's nothing specific that comes to mind.
What problems is the product solving and how is that benefiting you?
Self-help with knowledge base and ticket creation from support portal.
Helpful and Patient
What do you like best about the product?
I had an issue with my views. I had overlooked an aspect, and my rep was super helpful in finding the problem.
What do you dislike about the product?
I did not dislike anything about my support session.
What problems is the product solving and how is that benefiting you?
Zendesk is creating accountability for support requests from our customers. It's helping us get a clear picture of the issues our customers are experiencing.
Great Software
What do you like best about the product?
Ease of use and customizable features! Also, support is great!
What do you dislike about the product?
Not able to unmerge tickets. and Reports can be complicated
What problems is the product solving and how is that benefiting you?
Having a ticketing system clients can use to put in tickets regarding the issues they are having. Beneficial to us because we now have a great support system
Great Experience overall
What do you like best about the product?
Easy to use very configurable works well with the team to collab
What do you dislike about the product?
settings are not the easiest to find being split between the individual sections and the main admin settings
What problems is the product solving and how is that benefiting you?
Keeping consistent tickets and reporting
Ticket for creating required fields in forms
What do you like best about the product?
Customer service was engaged and put in an effort to create a workaround for the issue
What do you dislike about the product?
Nothing really, the rep did a good job. The process was straightforward and the response time was acceptable
What problems is the product solving and how is that benefiting you?
The problem was there is no easy way to create the requirements to submit to agents. For example, for me to create a ZD org for my end users I need agents to provide me with information to complete the task. There is no easy fix for this and the rep had to provide a workaround. When I asked for this feature to be added I was told I can voice that request on the ZD forums. That doesn't seem realistic to ask of me. Voicing my request on a message community is not a good solution for Enterprise level service.
Does what it should do
What do you like best about the product?
Easy and simple to use and very reliable
What do you dislike about the product?
missing customisation options in some cases
What problems is the product solving and how is that benefiting you?
We are working in Online Casino Business, therefore its easy to hanle a large amount of inquiries fast and easy.
Creating Usable Charts
What do you like best about the product?
I like that the agent was very responsive and took the time to walk through the issue. He spent his time trying to figure it out.
What do you dislike about the product?
At the end of the day, he was unable to create the chart that we were looking to create. The chart is easily created in excel, but ZenDesk Explore does not have this option.
What problems is the product solving and how is that benefiting you?
I have used this support suite to help to create a chart that I was unable to create on my own. I have realized that are resources out there other than online forums to help improve our business.
Great platform
What do you like best about the product?
Customisation features. Easy to use UI for agents. Great omnichannel features, better data.
What do you dislike about the product?
Some basic features and functions are over complicated and require workarounds. For example when using multiple email addresses and how clunky/unclear this is for an agent.
What problems is the product solving and how is that benefiting you?
Have consolidated numerous systems (chat + email solutions) to just the one instance of Zendesk. Lower training times, simpler agent workflows and better data.
Its great but can often be a challenge on the self service side
What do you like best about the product?
How dynamic the product and the tools are. The intergrations with other products. The tools such as guide, support, explore, talk and chat. The clever ways of automation and triggers.
What do you dislike about the product?
The lack of on hand support can be challenging. You are almost expected to read articles to often solve a problem. In business-critical moments, that is not always easy. The help centre doesn't offer support how it should. There are several features that have been raised with bugs or issues and we see some features have planned fixes set 5 years ago. But still no development.
What problems is the product solving and how is that benefiting you?
Better accesses to products such as guide, talk, chat, explore. we had the original pick and choose set up and it was often frustrating when your support tool didnt match the requirements of your explore.
Recommendations to others considering the product:
Before implementing anything, make sure you read and understand the product, It is worth paying an expert to help with the implementation if you have the money,
Everything we need and much more!
What do you like best about the product?
Almost everything we think of can be achieved using Zendesk. There are so many things for us left to be explored, but it's very promising and can follow the growth of our team.
What do you dislike about the product?
So far, there is nothing I dislike. The UI takes a bit to get used to, but it's pretty straightforward.
What problems is the product solving and how is that benefiting you?
Customer Portal is what we were missing in our previous tool so our users can have an overview of their requests.
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