Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk Support Suite - a proper choise for your ticketing experience!
What do you like best about the product?
I really enjoy the interface of the platform, it is easy to use from admin to agent and the functionality is always live while the platform is on the cloud. The customer experience is also top-notch with the ticketing portal and options for the most relevant communication channels of messaging included. There are a lot of apps that enable usage of more complex use cases for the platform.
What do you dislike about the product?
At times the promised features can take some time to be presented. Customer support is good, but make sure you also have some IT recourses if you require a more complex set up involving connection to personal systems using API.
What problems is the product solving and how is that benefiting you?
We are using the tool to assist customers, implement bot solutions, and enhance agent efficiency using automation. The pre-built logic of the system makes it easy to use and set up for operations, having the option to set up your own reporting helps a lot. The API connection options are truly helpful with more complex integrations.
Zendesk nd how good it is
What do you like best about the product?
I like that I can view chat interactions and also use reporting to view the number of tickets taken, how many were closed as well as CSAT per sub case type. This provides great insight.
What do you dislike about the product?
The reports are slightly difficult to get used to creating in terms of putting in the criteria to get your results. However, once you create one, its easy to use it as a template for future reports
What problems is the product solving and how is that benefiting you?
CSAT, looking at the troublesome areas in terms of customers rating poorly for contact type and then using it to view areas to coach agents on and use it individually to find areas of opportunity.
Efficient ticketing system
What do you like best about the product?
The Support and Chat sections are easy to use
What do you dislike about the product?
The reporting tool is hard to understand
What problems is the product solving and how is that benefiting you?
Communication with clients
Documentation
Documentation
Recommendations to others considering the product:
All-in-one help desk system
Support Request for bug fix
What do you like best about the product?
The open level of communication, the ability to see who is working on your case and follow the progress as both a user and agent. The open App marketplace allows for seamless integration of many services.
What do you dislike about the product?
The complexity of the product can make onboarding new users time intensive. Limitations on how agent permissions are set can also cause issues regarding how much access is given to basic support users and higher-tiered support agents.
What problems is the product solving and how is that benefiting you?
Our business solves its support needs for both internal and external support requests by allowing multiple groups all access to the same software regardless of their usage levels: internal infrastructure requests, new hire paperwork, and general user support all live under the same umbrella but are setup for their own specific needs and use cases.
Zendesk Review! Love them!
What do you like best about the product?
It's an easy to use system and helpdesk site. Customer service is great, their help desk articles are also really nicely done. Answerbot is super cool!
What do you dislike about the product?
Sometimes the articles can be lengthy and hard to follow.
What problems is the product solving and how is that benefiting you?
Education related.
Timely assistance and ownership.
What do you like best about the product?
I am learning the Zendesk background settings, and it is very intuitive. Finding self-help is easy and when I have needed further guidance, I have been assisted swiftly and effectively. There are many knowledge articles, but they will help you to find the right one for the task you are trying to complete.
What do you dislike about the product?
Some options take you from the Administration Centre to some settings still in Support, for example, user groups and roles. It keeps you looping around to get to the screen where the actual change will be done, instead of executing the change on the window you already are. This is also true for some chat/messaging options.
What problems is the product solving and how is that benefiting you?
I am unclogging some of the processes agents have been doing manually by setting up macros, triggers and automation. This is allowing us to do more with the agents we already have on board, instead of adding resources to the team. Also, we have recently enabled the chatbot feature, and it is helping to resolve easy requests, although messaging has some limitations that hopefully will be available soon.
Recommendations to others considering the product:
This is a very solid and flexible option to set up a contact center operation. I have been user on other organizations, and it is indeed a helpful resource to empower agents to deliver a great customer service.
High recommended tool
What do you like best about the product?
Simple to use and setup, stabile environment (I do not recall servers down), prompt customer service.
What do you dislike about the product?
Nothing to underline here. I would just recommend more self-service materials.
What problems is the product solving and how is that benefiting you?
Easy to connect customers to customer support team. Easy learning curve for internal usage.
Zendesk has been wonderful for our small business needs
What do you like best about the product?
I really like the support if I have a question - the guide section has been instrumental for our needs.
What do you dislike about the product?
It can be difficult to problem solve on your own - I find that I have to reach out to support for help, but they are always very quick to respond.
What problems is the product solving and how is that benefiting you?
Customers can troubleshoot with our Guide section. It's saved us time and resources.
Recommendations to others considering the product:
Provide more videos - if I can see it done I'm less likely to need to chat.
Technical Support Engineer
What do you like best about the product?
The customization of the options in triggering metrics into different itegration
What do you dislike about the product?
I pretty much like everything the product has to offer.
What problems is the product solving and how is that benefiting you?
being able to communicate with customers.
Jeffrey was fantastic
What do you like best about the product?
Minimal wait time, clear instructions about how to solve my issue and friendly service. I have just dealt with Jeffrey and he was fantastic!!
What do you dislike about the product?
Sometimes the wait times to speak to a real person can be long. From time to time I have come across the odd person who doesn't give clear instructions and just directs me to a link I am already looking at but need clarification/help with
What problems is the product solving and how is that benefiting you?
Sometimes the instructions online are not clear and I need clarification to sort an issue
showing 2,761 - 2,770