Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Quick response. Nice to have somebody with experience looking into issues
What do you like best about the product?
Quick response and the automated chat function to see if there are any incidents.
What do you dislike about the product?
No dislikes. The responses are always good and the knowledge base is high quality
What problems is the product solving and how is that benefiting you?
Submitting a ticket wasn't possible anymore. After research the root cause of the problem was one of the third party apps.
Zendesk has postive impact on customer service
What do you like best about the product?
Zendesk chat is simple to use. Makes answering customer queries quick and efficient. Going between chats and our epos system is straightforward and our team enjoying using it.
What do you dislike about the product?
We haven't really discovered any negatives about using it. In the one time, we needed support, our issue was dealt with quickly and efficiently.
What problems is the product solving and how is that benefiting you?
Offering the chat feature as a way of communicating with customers are sped up more basic questions such as order progress and stock levels.
Zendesk
What do you like best about the product?
The technology itself and the new products that are being rolled out to improve customer experience
What do you dislike about the product?
That the analytics /reporting data is very limited if you are not in the higher plans. We were part of the original users of Zendesk and the reporting suite offered before was very good but when we were offered to upgrade our plan to the current plans, we lost our reporting suite.
What problems is the product solving and how is that benefiting you?
Zendesk is our main customer service tool and all the customer communication data are located in a central tool.
Been running our business since 8 years
What do you like best about the product?
The most useful feature is email piping. Every ticket can be responded to through email. One doesn't need to log in to the support portal. It makes it super easy for our customers.
What do you dislike about the product?
It's so far one of the best products. There's only a small thing that could have been better which is more number of lists visible in a single view. We have more than 25 lists and only 10 show up at once at most.
What problems is the product solving and how is that benefiting you?
We use email threads for all our ongoing orders. Zendesk makes it easy to add teams in Cc and brings all communication to one place.
So many options to build your service process in Zendesk
What do you like best about the product?
Amount of options and possibilities to create virtual way of our service process, which is really complicated - with those options I was able to share specific data with specific customer segments
What do you dislike about the product?
I' ve started setting up our account when Zendesk changed the appearance of some windows. And I for me it was hard to run answerbot with my messaging way; when I tried there was no button to do that.
What problems is the product solving and how is that benefiting you?
My biggest problem was build our service process due to specific maintenance date for customer. I can't do this with clear Zendesk due to limit 100 trigger's run with one ticket. I was able to do this with Deadline App.
Support Suite is Convenient and Super Helpful
What do you like best about the product?
I like how easy it is to chat with a real person in real time while still using the Zendesk interface.
What do you dislike about the product?
Easier customization of the agent signature.
What problems is the product solving and how is that benefiting you?
We are able to track the response time being spent on customer inquiries. Also able to track all inquiries per customer account at a glance.
Recommendations to others considering the product:
The setup was extremely easy, but I recommend the assisted configuration package.
Very helpful!
What do you like best about the product?
Zendesk is always there to help us with any issues we may have. We recently upgraded to Enterprise, and are still figuring out all of the extra features we can use.
What do you dislike about the product?
When making reports in Explore, it would be nice if there can be a little tooltip next to the word to explain what it is. EX: D count vs Count.
It would be awesome if we can assign live chats by timeslots certain agents take over the live chat.
It would be awesome if we can assign live chats by timeslots certain agents take over the live chat.
What problems is the product solving and how is that benefiting you?
Solving the issue of why calls were missed, and making reports to see our business trends. This helps us to dig deeper to see why calls were missed and how to improve on training.
Recommendations to others considering the product:
Zendesk is always there to help us with any issues we may have.
Zendesk is my favourite tool for customer support teams!
What do you like best about the product?
I have not found other products that have a similar experience/workflow as Zendesk. I could be biased because Zendesk was the first tool of its kind I used, but whenever our organizations explored other options they were always limited or lacking and I still don't believe there is an equal competitor that does it the same way as Zendesk support.
What do you dislike about the product?
I am not a fan of the delay in fixing issues that clients have been reporting for years such as the CSAT rating issue where negative ratings can occur automatically. I have not submitted a feature enhancement or bug before but from what I have seen on forums, zendesk tends to take some time to actually implement/update clients on the feedback they submit.
What problems is the product solving and how is that benefiting you?
We use zendesk as our main ticketing software so we are the primary point of contact for our clients needing support, we are solving more than a problem with this product, it is our foundation. Realized lots of benefits such as integrations with other apps, helpdesk platform, and the messaging platform.
Great options for ticket management and omnichannel support, lacks in talk options and reporting.
What do you like best about the product?
Love Agent Workspace and omnichannel support. Ticket management options are sufficient and work for our needs. Love app integrations, but would love to see more out-of-the-box functionality.
What do you dislike about the product?
Explore is not user-friendly and the learning curve for creating workable reports is high. Explore recipes are appreciated, however it shouldn't take a guide to produce a basic report. It is also impossible to send out a list of tickets (Excel) with details (Drill In) without the user having to be a user of Zendesk and see the report online. No measurement for agent availability - a call-center standard metric. Agents that decline or miss calls are not re-served the call ever - even if they are in available status. What if all my agents do this? - the caller never gets through to an agent, ever. The correct implementation would be that the agent is put in unavailable if they miss/decline to force the agent to put themselves in available again and then re-serve the call.
What problems is the product solving and how is that benefiting you?
While we had omnichannel support, it was not all in one product, which has increased agent productivity. Side conversations with Slack integration also had an effect on efficiency as well and have allowed agents a single portal for most actions they need to take on a day-to-day basis.
Good support tool to start with
What do you like best about the product?
Zendesk's vast community support and lightweight console
What do you dislike about the product?
Zendesk is really a good support tool, however, there are some features that are not available but very much expected for example auto-assign of the tickets.
What problems is the product solving and how is that benefiting you?
Trying to give email support over Zendesk to customers.
Auto mailers, macros and other features have been of great benefits.
Auto mailers, macros and other features have been of great benefits.
Recommendations to others considering the product:
Go for it and it will definitely help those who are looking to automate the helpdesk process.
showing 2,951 - 2,960