Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Excellent support system with simple automations and formatting
What do you like best about the product?
Ticket management(assignment, directing, macros, and triggers)
What do you dislike about the product?
Slack integration only allows syncing with one ZD instance per workspace.
What problems is the product solving and how is that benefiting you?
Ticket routing and internal documentation. Heavily used as a resource for passed issues to help build KB for our team.
Great Platform
What do you like best about the product?
What I like the most is how easy it is to manage and handle all tickets.
What do you dislike about the product?
Would be nice if it had some sort of task management in it.
What problems is the product solving and how is that benefiting you?
Currently, I use Zendesk Support Suite to handle incoming support requests and inquiries. Ease of use for my clients and team.
Centralized ticketing system & knowledge retention does enhance quality of service!
What do you like best about the product?
Compatibility with popular online store platforms like Shopify.
What do you dislike about the product?
Side conversations functions are still limited, which is important for centralizing cross-departmental conversations that some inquiries require.
- Cannot set CC or BCC.
- The notifications for new side conversations are insufficient so require manual set up of triggers - the default marks are not shown on the ticket view page, and agents have to open the tickets to actually see if there were new unread responses. This is challenging when there is a large number of tickets with active side conversations.
- Reporting can g
- Cannot set CC or BCC.
- The notifications for new side conversations are insufficient so require manual set up of triggers - the default marks are not shown on the ticket view page, and agents have to open the tickets to actually see if there were new unread responses. This is challenging when there is a large number of tickets with active side conversations.
- Reporting can g
What problems is the product solving and how is that benefiting you?
Productivity was low and service quality management was challenging when email inquiries were managed by outlook. Zendesk has centralized customers service communication under one portal, allowing agents to better manage inquiries organized as tickets. Fields can be set up so managers can collect data about various types of incoming inquiries to prepare for and ensure quality responses using metrics and reports.
Since we outsource customer service agent management to a third part company under a shared account, education, and retention of knowledge were always a challenge. Knowledge Capture and Zendesk Guide provide us a place to keep our education content easily accessible and up-to-date.
Since we outsource customer service agent management to a third part company under a shared account, education, and retention of knowledge were always a challenge. Knowledge Capture and Zendesk Guide provide us a place to keep our education content easily accessible and up-to-date.
Recommendations to others considering the product:
Make sure you're comfortable setting up your own fields and be clear about the objectives of data collection. Reports and metrics rely on proper setup and effective inputs.
Good overall experience with some opportunities
What do you like best about the product?
Zendesk provides multiple tools and resources to help with supporting customers and tracking trending concerns.
What do you dislike about the product?
There are some opportunities with Zendesk support views and the dashboard. Most of the default ticket fields are not beginner-friendly which can result in more time to onboard new agents.
What problems is the product solving and how is that benefiting you?
We are mostly supporting customers with technical issues, general inquiries, and other requests. It helps with agent productivity because of the easy-to-access Views.
First time using Expert Help Session
What do you like best about the product?
The support agent did not waste any time, and immediately jumped into answering our questions. The agent had great listening skills and took the time to listen attentively to our questions.
What do you dislike about the product?
The delivery of the answers was a little lacking. The agent pointed us to the right solution to our issue, but did not demo how to deploy the solution. Some issues did not have a quick answer, so the agent had to check and reply via email.
What problems is the product solving and how is that benefiting you?
We are using almost every aspect of Zendesk to provide multi-brand support to our customers. Zendesk Support Suite allows us to organize support coming in from multiple sources and channels into one platform.
Recommendations to others considering the product:
If you are looking for a support application that can grow with your business, Zendesk is it. Whether you are a small one-person shop, or a large company, Zendesk can do it all.
very easy to use and understand
What do you like best about the product?
foremost thing I like the best is its is designed in such a way that every one can easily understand , not at all complex
What do you dislike about the product?
There is nothing which I dont like while using it
What problems is the product solving and how is that benefiting you?
problems are nothing which we have faced so far , benefit is it is not at all complex
Recommendations to others considering the product:
highly recommended to other companies as well
Zendesk for service review
What do you like best about the product?
Zendesk is one of the most popular help desk software that has been used by thousands of big companies around the world. It offers reliable service with complete features designed to help your company build better relationships with your customers
What do you dislike about the product?
Nothing like so far.
Everything is going well.
Everything is going well.
What problems is the product solving and how is that benefiting you?
Omni-channel customer service tracking
Help centres and community forums
AI-powered bots and assistants
Manage and respond from one place
Boost agent efficiency with collaboration tools
In-built intelligence and routing
Analytics and dashboards
Over 1000 integrations
Unified customer view system
Actionable insights and reporting
Professional services
Help centres and community forums
AI-powered bots and assistants
Manage and respond from one place
Boost agent efficiency with collaboration tools
In-built intelligence and routing
Analytics and dashboards
Over 1000 integrations
Unified customer view system
Actionable insights and reporting
Professional services
Awesomeness!
What do you like best about the product?
It almost has everything we need to run our business. Furthermore, if there is anything we need, we can choose from the 3rd party apps that integrate with Zendesk and make the experience seamless.
What do you dislike about the product?
The only downside is that we need to install 3rd party apps to make the suite suited to our complex type of business which is not Zendesk's fault. We have a different need for our company.
What problems is the product solving and how is that benefiting you?
Mostly our Service Level Agreements, which is lowering turnaround time for tickets and handle time for voice. We did not have the type of reporting Zendesk has with our old CRM. This gives us a complete view of what is happening with our numbers
Recommendations to others considering the product:
If you are looking for the Ferrari of CRM's, I suggest you partner with Zendesk. Not only is their technology top-notch, but the aftersales service is also excellent!
Been using ZD for 10 years now- it just keeps getting better!
What do you like best about the product?
Flexibility. Zendesk has a lot of ability to set up unique and specialized workflows. Because of that, it can be a powerful tool for small teams and when starting out, but also grow with the organization as a whole.
What do you dislike about the product?
Sometimes it can be hard to find documentation on specific concepts. I think this could be helped with a documentation organization structure based around outcomes more than product names.
What problems is the product solving and how is that benefiting you?
The ususal incoming support ticket problems, data problems, things like that. One of the more interesting puzzles we've solved is around creating views that show how many incident tickets are tied to a problem ticket. For now, we worked out a way to show that with a multie-value field automatically populated when incident numbers hit a certain threshold ("low" "medium" and "high" numbers) but are hoping to move into using Zapier or similar to populate a numeric field directly.
Recommendations to others considering the product:
It's a complex but very powerful product. Consider bringing in an established expert or taking the time to dig in and learn the product thoroughly. It's worth the time.
Tool Experience
What do you like best about the product?
The tool helps me to solve the user's issues. Also, It's easy to use.
What do you dislike about the product?
The UI needs an update. It seems an old version.
What problems is the product solving and how is that benefiting you?
I solve users' queries via emails, and it's easy to access.
showing 3,081 - 3,090