Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
I love Zendesk Support
What do you like best about the product?
Everything in zendesk, it is user friendly, easy to handle the tickets.
What do you dislike about the product?
Nothing but if there was a forward option it would have been better
What problems is the product solving and how is that benefiting you?
Customer Support emails, chats, technical issues, etc
Recommendations to others considering the product:
Go for it!!!
Review on Zendesk
What do you like best about the product?
The Reporting Tool.
The basic structure of columns.
Speed and efficiency while working
The views can be sorted.
Eye icon was available in the view itself
Monitoring was easily possible
The basic structure of columns.
Speed and efficiency while working
The views can be sorted.
Eye icon was available in the view itself
Monitoring was easily possible
What do you dislike about the product?
Notifications were missing.
Views were no scrollable
Views were no scrollable
What problems is the product solving and how is that benefiting you?
Customer support.
Hence reporting on issues.
Hence reporting on issues.
A huge improvement to using Outlook or standard emails.
What do you like best about the product?
It compiles all of our methods of contact into one place. This allows us to have a customer database built from customer contact, Phone calls and emails all fall together. When we receive contact, it gives us a place to see all of the customer's history in one place. It is incredibly intuitive and all of the efficiencies it drives helps our business hugely. A few to mention are Macros, Triggers and Automations.
What do you dislike about the product?
I would like if there was a bit more functionality with some capabilities, for example, Macro's. It would be a bonus if they were able to work (at least somewhat) with HTML, so that we could use hyperlinks in our macros. There was an addition to Triggers that i'd thought would be useful however i can't seem to recall at the moment, apologies.
What problems is the product solving and how is that benefiting you?
We used to have a bunch of different systems to manage all of our customer contact. We had one system for phone calls, one system for emails and another for internal requests. Now we have compiled all three together using Zendesk. We've been able (with help from the development team) to integrate our phone system, 8x8, into zendesk so that our agents can use Zendesk for pretty much everything customer facing. We've found that this is increasing our service levels as now our agents can see everything they need on the one screen. Along with the efficiency of Triggers and Automations working in the background it stops a lot of the monotonous tasks that agents would have to follow. Also macros are a big efficiency as it means our agents can reply to a response within seconds instead of minutes.
Recommendations to others considering the product:
Ensure you explore all the possibilities of Zendesk when you have it. When we'd first started with it we'd thought we had implemented a lot of useful additions from what was already included. After review (and further training using the Zendesk training site) we'd realised that we hadn't even scratched the surface and that there was a lot more to uncover and make use of - an example being side conversations, which are a huge help for a company like ourselves that need to contact a lot of external email addresses/teams.
Great Service - Speedy reply
What do you like best about the product?
The time it took for my query to be answered.
What do you dislike about the product?
Nothing. Although they were unable to fix the query themselves, they guided me to the right people to get it fixed.
What problems is the product solving and how is that benefiting you?
I needed help via ZD suite support. They did everything right to help me.
Recommendations to others considering the product:
none
Best in class CRM and Support system
What do you like best about the product?
The vast abundance of resources, tools, and analytics dashboards to help professionals understand and run the operations better is available with Zendesk. The support and integration from the team are fantastic.
What do you dislike about the product?
The cost of the suite is the most concerning aspect. For a small business, the cost of acquiring the tool goes overhead but when you look at the professional services, it is worth it
What problems is the product solving and how is that benefiting you?
All organizational CRM and ticketing platform has been moved to Zendesk post integrations. The multi-platform integration has helped us get all queries and solutions under a singlehood
A lot of resources
What do you like best about the product?
There are a lot of resources, and if you create a ticket for something you have not found, they can help you that way as well.
What do you dislike about the product?
I would like more granular customization.
What problems is the product solving and how is that benefiting you?
Ticketing system and Knowledge base
Zendesk
What do you like best about the product?
Is super easy to set up macros adn shortcuts for agents to use and expedite the communication with the customers, really user friendly and easy to learn to use for new agents, it does not required a long training.
What do you dislike about the product?
Even though it is easy to learn and user friendly, it should have a training environment so new agentes can practice without compromising actual customer information.
What problems is the product solving and how is that benefiting you?
Interactions with customers, complaints abouts products they acquired, orders feedback, agents feedback, orders being taken online, account updates, and notifications to customers.
This is on e of the best Tool
What do you like best about the product?
I like the way Zendesk has divided the queues.
What do you dislike about the product?
I don't think that there is anything to be disliked on zendesk.
What problems is the product solving and how is that benefiting you?
I solved P2P dispute of users.
Feels great working on Zendesk.
What do you like best about the product?
The graphical representation of data is best.
What do you dislike about the product?
Some times works slow unable to know whether it is network issue or not.
What problems is the product solving and how is that benefiting you?
Tickets sent by the user.
Recommendations to others considering the product:
It helps in making work easy.
User friendly and intuitive!
What do you like best about the product?
It's relatively easy to set up and manage external requests while ensuring they are resolved in a timely manner. Also, love the data functionality to track progress and see trends to identify areas of opportunity both for the teams and the individuals.
What do you dislike about the product?
Wish there was not a limit to how many custom views could be added views list homepage.
What problems is the product solving and how is that benefiting you?
Customer service and retail partner suppot.
showing 3,121 - 3,130