Zendesk Suite
ZendeskExternal reviews
6,546 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Limited features to create community and dependence on third-parties
What do you like best about the product?
The ticket support is the best service of Zendesk. Segmentation of users, customer lists, agent roles, and sandboxes. These allow having different agents working with specific customers.
What do you dislike about the product?
There are limited features in the Guide and Gather services. Limited options to make articles more user-friendly or the community posts to have comments under comments.
What problems is the product solving and how is that benefiting you?
Self-service is the main benefit. The knowledge base and the community builds a better customer experience and help solve problems without the need for customer support directly.
Recommendations to others considering the product:
If you want to have a support system for tickets and knowledge base, this is good. If creating a community is what you want it has just the minimum necessary.
Zendesk Support Review
What do you like best about the product?
I think the ability to see all tickets is quite helpful, as well as seeing teammates tickets
What do you dislike about the product?
We experienced a lot of bugs and issues trying to get our SLA to work. It was a pretty complicated experience.
What problems is the product solving and how is that benefiting you?
We are solving tickets quicker then usual, and we've been able to see lots of great metrics
Knowledgeable guidance and streamlined access to the right support articles.
What do you like best about the product?
1:1 Zoom/Face-to-face meeting with a human. Scheduling was easy and quick. It was also nice that it had a wide variety of time slots open.
What do you dislike about the product?
Agents are mostly geared toward finding the right support article.
What problems is the product solving and how is that benefiting you?
Setup and configuration.
Recommendations to others considering the product:
1:1 support meetings are highly important and are very effective.
Good for ITSM
What do you like best about the product?
I like that it is easy to integrate JIRA, Intercom and Aircall in to Zendesk
What do you dislike about the product?
Reporting is lacking, searching for tickets can be a challenge
What problems is the product solving and how is that benefiting you?
It helps us with bug tracking and allows us to manage various queues in one place. It's also what we use for our knowledgebase which is great.
Recommendations to others considering the product:
I wish we'd integrate the Zendesk chat feature into it. We used to do that before but moved to Intercom
Great feautures but not complete expected fit.
What do you like best about the product?
The flexibility to modify the flows and fields of the system is great once you get the enterprise plan, you can build almost everything you need-
What do you dislike about the product?
If you need assistance to build something or an issue arises, Zendesk takes forever to give a solution, and the agents usually don't understand the requests.
What problems is the product solving and how is that benefiting you?
We give service in different markets thanks to the brand feature. The omnichannel and integrations in the market are very varied.
Recommendations to others considering the product:
Share in detail your use case to Zendeks so you can make sure they can adapt the tool to you. If they are not able to do that you might need to consider to have an engineer resource to build API's to acomplish your needs. In order to have the most useful features the cost will be elevated, incluiding decent support.
Intuitive solution for customer support.
What do you like best about the product?
- I like the overall suit provided by Zendesk. It has nearly all possible features that an organization may need.
- Pricing is very economical.
- Lifetime free trail available (But with 1 agent access).
- Pricing is very economical.
- Lifetime free trail available (But with 1 agent access).
What do you dislike about the product?
As such not any disliking about Zendesk, but it doesn't provide chat support on WhatsApp (Which is the need of time).
What problems is the product solving and how is that benefiting you?
I am using it at my organization for providing support to customers and for the analytics.
Zendesk great resource for our customers
What do you like best about the product?
It had created a great resource for our customers and we are able to point them in the direction of our Zendesk page whenever they have simple day to day questions, need basic training, etc. This helps us to save time and use our time on more complex issues.
What do you dislike about the product?
I don't do much work on the back end of Zendesk so I am not sure how easy it is use to use. Our team seems to have an easy time making changes as needed so there is nothing that I dislike from my end!
What problems is the product solving and how is that benefiting you?
Saving time and using my time more efficiently rather than needing to help customers with basic questions that can be answered with our Zendesk articles. I refer my clients to Zendesk every day.
Good - With some shortcomings
What do you like best about the product?
Easy to manage open tickets. You can see the history of the ticket, and easily assign it or take it. Internal notes are easily distinguishable from the public responses.
What do you dislike about the product?
Sometimes, there are instances where the tickets are put into categories we don't want them to be. This is mostly user error, due to how we've set up the settings.
What problems is the product solving and how is that benefiting you?
We use Zendesk to track open tickets, and to ensure that our customers' emails are being actioned completely and effectively. Zendesk helps us stay organized to ensure this happens.
A Library for all customer reports
What do you like best about the product?
1. good at gathering information through thread follow-up, and all attachments in one place
2. good contesting with easy searching information with tickets numbers
2. good contesting with easy searching information with tickets numbers
What do you dislike about the product?
would have accurate search and better at themes
What problems is the product solving and how is that benefiting you?
all EMR error reports and with continuation following ups with many teams
Effective tool, but room for improvement.
What do you like best about the product?
Easy to navigate, categorize and fully capture the reason a client would be asking for assistance.
What do you dislike about the product?
Buggy. Frequent need to refresh and or clear cache. Drop-down lists flickering are hard on the eyes.
What problems is the product solving and how is that benefiting you?
Support tickets for both internal and external clients
showing 291 - 300