Zendesk Suite
ZendeskExternal reviews
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Zendesk Review
What do you like best about the product?
What I love most about Zendesk is that I'm able to interact with other departments within the organization by simply raising tickets. I'm also able to open pictures, files, and videos sent by customers via email. I also love the fact that I'm able to choose if I would like my email to be internal or public.
What do you dislike about the product?
It sometimes shows the incorrect time of breached tickets. When I try to send an email it sometimes says email not sent please try again!
What problems is the product solving and how is that benefiting you?
It acts as a communication tool which helps us send and receive emails much quicker. Im also able to use the support and the guide system which is found on Zendesk, it helps me find anything that I might be looking for at that time as I could easily just search for it.
Super user friendly CRM
What do you like best about the product?
Ease of use, super friendly to naviagte which is super nice as this can help agents and leaders to be productive
What do you dislike about the product?
Currently, Zendesk doesn't have the feature on chat where agents can see what the customers are typing so agents can anticipate what the potential reply
What problems is the product solving and how is that benefiting you?
In my company, when a healthcare professional reach out regarding booking a shift, we are able to assist them in booking shifts which means it gives us more revenue
The IT Ticketing system you're looking for
What do you like best about the product?
Price is right for SMB. Quick to stand up. Plenty of out of the box integrations that worked with a little config.
What do you dislike about the product?
Lots of emails. Lots and lots of emails.
What problems is the product solving and how is that benefiting you?
Migrated from OTRS ticketing system to a paid solution that was more stable and easier to train. It tracks all our IT tickets and user complaints and is easily visible between a small IT team.
Zendesk the best there is.
What do you like best about the product?
It is very easy to use and makes life easy, by just searching for a certain department you're able to reach them. I use it every day at work and we communicate easily with our customers.
What do you dislike about the product?
There is nothing to dislike everything works perfectly fine.
What problems is the product solving and how is that benefiting you?
We can easily reach out to other Departments and the problem that has been resolved is that we can now mark a ticket as urgent so we can get a quick response.
Zendesk Backing Suite: A Versatile and Complete Answer for Client care
What do you like best about the product?
1) Bound together Correspondence and easy to use
2) Adjustable Work processes
3) Significant level Examination
4) Reliable Coordination
5) Flexibility
2) Adjustable Work processes
3) Significant level Examination
4) Reliable Coordination
5) Flexibility
What do you dislike about the product?
1) Assessing
2) Assumption to learn and adjust
3) Execution
4) Real time on call customer support is not available
2) Assumption to learn and adjust
3) Execution
4) Real time on call customer support is not available
What problems is the product solving and how is that benefiting you?
Problems solved by the Zendesk Backing Suite:
- Partitioned Correspondence
- Clashing Cycles
- Confined Encounters
- Compromise Issues
- Adaptability Troubles
Benefits:
- Extended Viability
- Better Client Experience
- Further created Pieces of information
- Steady Compromise
- Adaptability
- Partitioned Correspondence
- Clashing Cycles
- Confined Encounters
- Compromise Issues
- Adaptability Troubles
Benefits:
- Extended Viability
- Better Client Experience
- Further created Pieces of information
- Steady Compromise
- Adaptability
Intuitive easy to use playforù
What do you like best about the product?
Views that you create for teams members and managers
What do you dislike about the product?
UX can be a bit old looking compared to other software
What problems is the product solving and how is that benefiting you?
managing tickets with system admins and partners
Unparalleled Software
What do you like best about the product?
-Any channel your customer has, you can also chat with them back via your agent view
-I spent many years as a support agent and this platform really enhanced my days as a support agent; saving so many manual tasks via triggers, automations and macros
-There's so many features that exisit on the platform and if it doesn't exist I'm empowered to create my own
-I love a good help center that give it's end users the autonomy to solve their own issues and then have immediate access to 5 star support through whatever channel they choose
-I love having a community on so many different slack domains/channels; I feel like I can get a thread going with anyone talking about various topics. It's a really nice outlet when you're an admin stuck on a problem working remote by yourself.
-I spent many years as a support agent and this platform really enhanced my days as a support agent; saving so many manual tasks via triggers, automations and macros
-There's so many features that exisit on the platform and if it doesn't exist I'm empowered to create my own
-I love a good help center that give it's end users the autonomy to solve their own issues and then have immediate access to 5 star support through whatever channel they choose
-I love having a community on so many different slack domains/channels; I feel like I can get a thread going with anyone talking about various topics. It's a really nice outlet when you're an admin stuck on a problem working remote by yourself.
What do you dislike about the product?
-Admin sidebar always collapsing on me, I get it's supposed to be sleak, but needs a bit more fine tuning. I don't click on the buttons in the admin center, I type what I need to get to and go from there. So when I'm typing and my sidebar disappears, it costs me an extra second or two, but I'm a real stickler on that second or two in 2024 lol.
-When people send SMS into Zendesk it creates another end user (xxx-xxx-xxxx text user). So if I want to talk to the same user via SMS, I need to go to there SMS end user profile. I wish it was just another reply option like to contact via with WhatsApp, email or phone call. It breaks the one ticket immersion and makes the agent jump between two tickets and two end users. I've actually developed an app to "mirror" that SMS conversation to it seems like it's all-in-one ticket view. I know in the US we're big on SMS still and I think it's an important niche to include until the day SMS becomes obsolete if ever.
-When people send SMS into Zendesk it creates another end user (xxx-xxx-xxxx text user). So if I want to talk to the same user via SMS, I need to go to there SMS end user profile. I wish it was just another reply option like to contact via with WhatsApp, email or phone call. It breaks the one ticket immersion and makes the agent jump between two tickets and two end users. I've actually developed an app to "mirror" that SMS conversation to it seems like it's all-in-one ticket view. I know in the US we're big on SMS still and I think it's an important niche to include until the day SMS becomes obsolete if ever.
What problems is the product solving and how is that benefiting you?
Creating a seamless way to interact with customers and keeping the support at a high quality standard
Zendesk made easy for all.
What do you like best about the product?
I can group my team's tickets and have a view of all of them.
I can see on Explore the number of tickets worked per agent
I can see the SLA reporting by line of business
The customer's information is displayed on the side of the ticket
I can see if there are other people that have the same ticket open
I can see on Explore the number of tickets worked per agent
I can see the SLA reporting by line of business
The customer's information is displayed on the side of the ticket
I can see if there are other people that have the same ticket open
What do you dislike about the product?
There is no report to show which tickets were actioned by a specific agent for that day.
Cannot unsend an email
Cannot unsend an email
What problems is the product solving and how is that benefiting you?
We can send sellers SMS's and emails if we are unable to reach them on the phone.
Superb Zendesk
What do you like best about the product?
I can send and receive emails promptly & it helps save time with the macros.
What do you dislike about the product?
There is none that I dislike about Zendesk. If it were to change, can it be for the better.
What problems is the product solving and how is that benefiting you?
It has macros that we send to our customers. Macros help us by saving time to type emails.
Easy to understand and have different portals and I am able to filter to get the correct information
What do you like best about the product?
filter mode, easy-to-find information, sequence according to date
What do you dislike about the product?
having same tickets in different folders
What problems is the product solving and how is that benefiting you?
Grammar and language because of the already available email to use
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