Zendesk Suite
ZendeskExternal reviews
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The addvisor was able to assist me with my query.
What do you like best about the product?
The advisor from Zendesk was able to assist me with the query I had. They understood my query right away, there was no need to explain repeatedly what went wrong.
What do you dislike about the product?
One thing I did not enjoy so much though, was the time I had to wait to get someone on chat. However, the query was not that urgent, so this was not necessarily a huge issue.
What problems is the product solving and how is that benefiting you?
I had difficulties pulling a report from Zendesk. However, the advisor was able to assist me fairly quick. I also had a question about the integration of an App.
Recommendations to others considering the product:
Zendesk is a versatile ticketing system.
Outstanding!
What do you like best about the product?
Zendesk has revolutionised our support desk services. I love the ease of ticket management. In particular I like the internal notes feature for collaborating with SMEs to resolve issues. Having an easy to use API is always appreciated!
What do you dislike about the product?
Nothing is missing in my opinion! The app market place provides all the expansion that I need!
What problems is the product solving and how is that benefiting you?
Efficient and effective support services provided to internal customers without onerous manual processes.
solved my issues.
What do you like best about the product?
The agent replied quickly and was able to share a recording that was very full.
What do you dislike about the product?
The time to reach and reply back could have been faster even though it was in a chat.
What problems is the product solving and how is that benefiting you?
I am trying to use Zendesk as a proper incident/problem tracking tool for my team.
Recommendations to others considering the product:
Try out all the other options to know what is out there before committing to one tool.
Best in Class
What do you like best about the product?
Zendesk is intuitive and easy to use. Onboarding is a breeze for new agents and administration is easy.
What do you dislike about the product?
Administration could be a little more robust.
What problems is the product solving and how is that benefiting you?
We are dealing with all of our support interactions through Zendesk support suite. It has made it easy to communicate with our customers and also have a great audit trail as well.
Zendesk Review
What do you like best about the product?
once set up, the simple interface for agents to solve tickets.
What do you dislike about the product?
The various legacy and "new" admin tools. It has you switching to new places to change some settings, and remaining in other places to make changes
What problems is the product solving and how is that benefiting you?
It has eliminated LOTS OF EMAILs from my inbox, provided transparency and credibility to our clients and allows us to track times for future SLA use.
Recommendations to others considering the product:
Have an IT person on call at the time of setting up, if you want to set up custom email and website masking.
Great Service
What do you like best about the product?
The agent I worked with was quick and efficeint. They resolved my issue within 10 minutes. Zendesk has made giving our customers great service so much more attainable. Everything is organized and ready to go!
What do you dislike about the product?
Platform has so many features and options that sometimes things can feel a bit overwhelming. Would be nice if an agent could help get everything set up in the begninning.
What problems is the product solving and how is that benefiting you?
It enables us to organize and efficiently address all customer service requests that come from online and phone calls. Not sure what we would do without Zendesk.
Quick and relevant support
What do you like best about the product?
It is very complex and has a lot of possible functionalities that we can use to offer the best support to our customers.
What do you dislike about the product?
Ah, because of the complexity of the tool, it is quite hard to find answers when we have questions or need guidance about a certain feature. It takes a lot of time to browse through all the articles and sometimes we don't even find what we are looking for :(.
What problems is the product solving and how is that benefiting you?
We can support our customers much quicker through the messaging feature. The Chat bot is great (it could use some improvements, but it is still a great functionality). Now we are working on implementing Talk, which will be a big plus both for our team and our customers.
Most Comprehensive Support System
What do you like best about the product?
The interface of the supporting ticket, and the promptness of support representatives in addressing and solving my roadblocks. The engagement and resources of the community are very helpful. There is also coaching for more leadership strategies.
What do you dislike about the product?
The Explore section has a steep learning curve. Some data cannot be analyzed further. As a paid customer, I would love to have 1-on-1 training for this reporting/analytics section.
Planning to build out a knowledge board but did not see many guiding articles on it.
Planning to build out a knowledge board but did not see many guiding articles on it.
What problems is the product solving and how is that benefiting you?
Keeping all the requests in one place and building out a system that tracks data and provides insights later on. The trigger, automation and integration work so smoothly.
Recommendations to others considering the product:
If you have a game plan and want to do things right from the beginning, consider using Zendesk Suite.
Powerful CRM, complicated reporting
What do you like best about the product?
Full package of communication channels -- ability to create omnichannel Support.
What do you dislike about the product?
Our team finds the reporting capabilities to be complex and even inaccurate at times. Can be glitchy.
What problems is the product solving and how is that benefiting you?
- Getting to customers faster as we scale
- Achieving SLA goals
- Achieving SLA goals
Zendesk Review
What do you like best about the product?
I like having cross-channel support with email, calls, and chats all on one central platform. Zendesk is pretty intuitive, easy to navigate, and has a clean look. I like being able to look at previous ticket history and that we can merge tickets from the same user to avoid creating newer tickets with different agents. I also like that we are able to integrate our Facebook and Instagram into our ticketing system.
What do you dislike about the product?
Support is hard to get a hold of and takes a while to respond. The Auto-bot is not as helpful as speaking with a real person. When I do reach a person, they often send an article instead of working with me to resolve the problem. We also have intermittent issues with call quality and the agent not being able to answer calls or the call drops.
What problems is the product solving and how is that benefiting you?
Zendesk has improved the way we track and monitor our tickets and makes it a lot easier to track the history of our customers/tickets. It has also helped my team follow up with their open tickets and we have been able to improve our response and resolution time as well as other KPI/SLA we have set for our team.
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