Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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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
An all-in-one suite with strong feature set, but poor customer support
What do you like best about the product?
Closely knitted integration amongst all the products of the Suite - Support, Chat, Talk, Guide, etc. Whatsapp integration is great too. New releases like the ability to seamlessly forward email threads is a great enhancement.
What do you dislike about the product?
Undoubtedly customer support. Slow response times, insanely long resolution times, and no escalation matrix. Account managers are also not able to help and expedite issue resolutions.
What problems is the product solving and how is that benefiting you?
Providing support services to our customers via ZenDesk. Also using ZenDesk Guide to host our KB. API integrations, third-party app configurations including Jira, Salesforce, etc. are beneficial too.
Best CRM with almost endless capabilities
What do you like best about the product?
ZSS is easily the most customizable and informative support sweet out there. Plethora of features ensure that any large business can get everything they neeed for best customer support and interactions here.
What do you dislike about the product?
sometimes the number of options and buttons on the ZSS interaction screen can be overwhelming to trainees. However, its easy to navigate among the relevamt options and ignore others after a little usage and interaction with the Zendesk suopport suite
What problems is the product solving and how is that benefiting you?
Easily the best support suite out there, Zendesk makes it easy to log and retrieve customer information and history with fair ease to make sure every customer interaction is updated and also helps avoid customers to repeat their query.
One click call and numerous intergrations like Talkdesk, Exotel, ability to create macros / views have helped get maximum out of every customer communication and ensure prompt issue resolution.
One click call and numerous intergrations like Talkdesk, Exotel, ability to create macros / views have helped get maximum out of every customer communication and ensure prompt issue resolution.
Recommendations to others considering the product:
Its is the best support suite that a large organisation must use and be assured of being in line with latest updates in the customer support operations.
Lots of great features, extensive self-service options but poor customer support service!
What do you like best about the product?
ZenDesk comes with a variety of features that play a great role in providing support to the customers. Almost everything from basic needs to extensive integrations - ZenDesk supports it all!
What do you dislike about the product?
Customer service - I would rate it 0/10. Be it a general query or business impacting critical bug - the customer support team doesn't bother to get back on time and it takes months to get an issue addressed.
What problems is the product solving and how is that benefiting you?
We use ZenDesk for hosting our ticketing platform, KB, and related needs. SLAs, self-service options, setting triggers, automation - we are managing it all via ZenDesk.
It`s a great tool
What do you like best about the product?
It`s a robust tool and easy to use when everything is configured.
What do you dislike about the product?
Every product feature is handled as an add-on, and it's expensive.
What problems is the product solving and how is that benefiting you?
It's our primary channel for customers to register some support tickets.
Recommendations to others considering the product:
none
It's good for somethings but they charge for everything
What do you like best about the product?
Zendesk is really good for the management of our support tickets. I can configure it very easily and have created the settings I need to use it in my organization.
What do you dislike about the product?
They charge for everything, including the support. I've never seen a platform charge for their support, non the less charge for using filters. It feels very mercenary to me.
What problems is the product solving and how is that benefiting you?
We use it for everything related to the customer support in our company. Receiving tickets, building manuals, managing whats app messages. We have three levels of support and they all use ZenDesk.
Recommendations to others considering the product:
Be aware that you won't have support unless you pay for it.
Medium tool for Support team
What do you like best about the product?
It's a robust tool for the support team. Facilitates the possible integration as it has been in the market for a while now.
What do you dislike about the product?
- Old UI/UX
- Difficult to understand. With the availability of many features to make it robust and fulfill all the use cases, it has become complex too. Need to work on make it easy
- Difficult to understand. With the availability of many features to make it robust and fulfill all the use cases, it has become complex too. Need to work on make it easy
What problems is the product solving and how is that benefiting you?
We've used it as a ticket management tool and used SDK for the mobile app. Solved 10k+ customer problems while using this tool.
Helpdesk to provide self help to customer.
Helpdesk to provide self help to customer.
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