Zendesk Suite
ZendeskExternal reviews
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Powerful Customer Chat Tool
What do you like best about the product?
It solves the problem we had. We were losing conversions when people browsed our site and customers were lacking a place to ask specific questions to get started on a project.
What do you dislike about the product?
The downfall is that it's not the most user-friendly or intuitive. There are a lot of branches to it and it took several chats with customer service to get it set up to do what we needed. At least they have responsive support.
What problems is the product solving and how is that benefiting you?
Digital customer chat - AI chat bot to answer questions and guide them on our website. We hear from people who maybe wouldn't have reached out or found a form to fill out.
Zendesk Admin
What do you like best about the product?
The best that I like about Zendesk is the triggers and automations. Those are very helpful in creating the best ticketing experience for customers. Zendesk have a lot of capabilities because of its flexibility.
What do you dislike about the product?
What I do not like about Zendesk is it doesn't have many live KPIs for reporting. If there will be a feature that Zendesk can provide real time KPI for contents then it will be very helpful.
What problems is the product solving and how is that benefiting you?
The problem that we are trying to solve is providing the best channel for customers to communicate with the company. This platform is providing the main point of contact between the company and its customers.
Zendesk Definitely Makes Life Easier!
What do you like best about the product?
Zendesk makes it easy to keep track of customer tickets. I can also keep track of metrics, such as how long it takes for tickets to get resolved.
What do you dislike about the product?
There isn't a whole lot to dislike. I find it helps us stay organized and it works pretty smoothly. I don't have any complaints.
What problems is the product solving and how is that benefiting you?
I like how reliable it is and again, how well it organizes everything. Also, we can have multiple users. It makes answering tickets go very quickly as long as you set everything up.
Zendesk just might save your life!
What do you like best about the product?
One of the things I like the best about Zendesk is its versatility. I can view much different material and quickly break it into tickets. Organization and versatility are what I like best. The organization helps me speed through my tasks faster and more efficiently.
What do you dislike about the product?
Something I would say I dislike would be how cluttered many pages can be at times. This is funny because I want as much info as possible but not all one small dashboard! The dashboard is convenient but I think it needs a mini overhaul. A new look and options on the dashboard would make me use it a lot more, I guess.
What problems is the product solving and how is that benefiting you?
It can be a "One Stop Shop" if you will. I can open a ticket, take a live call and actively work an issue with my customer, and much more. Our service to our customers has increased since utilizing Zendesk in the office. I already use multiple programs in my daily work, so having one that can take the place of three others...? I will use it every time! Once we start using every option that Zendesk provides, I think the work will get even easier...in a way.
Recommendations to others considering the product:
Zendesk is a great program to have for customer service centers. It enables the user to work thru "tickets" or customer issues with ease. You can access documents, take and manage calls and send and receive emails... to name a few fun options. The organization is key when it comes to ZenDesk. The fact that your able to do so much on just the dashboard, says it all.
zendesk review
What do you like best about the product?
super easy to work very user friendly. Everything is a one stop
What do you dislike about the product?
It does crash alot, takes time to upload titles and send out emails. Ive learned you have to at least submit it twice
What problems is the product solving and how is that benefiting you?
everything is a one stop user friendly solve. HOwever you do have to send at least twice
Zendesk Expertise!
What do you like best about the product?
I like the capabilities of using external and internal responses and replies best.
What do you dislike about the product?
The downside of using Zendesk Suite is the lack of notification for all responses.
What problems is the product solving and how is that benefiting you?
Solving problems of triggers. There are endless options, but they can be time-consuming and meticulous to figure out.
Review
What do you like best about the product?
I use Zendesk daily to create knowledge based articles, view and solve tickets for users
What do you dislike about the product?
I wish there is an I tegration between Zoom Rooms and Zendesk
What problems is the product solving and how is that benefiting you?
Create knowledge based articles for users and solving user tickets.
Best tool for customer support!
What do you like best about the product?
It is by far the best I've used when it comes to assisting customers via email. It is completely optimized for all departments to see and communicate internally.
What do you dislike about the product?
The fact that it has a learning curve since not everybody is techy enough to understand how to use it right away. There are not enough articles that explain its exact usage. You'll just get used to it when you used it quite often.
What problems is the product solving and how is that benefiting you?
It's solving the issue with internal communication and also helping support to easily find solutions to an inquiry because everything is searchable in Zendesk. You'll find solutions to a recent inquiry from the customers from an old ticket.
Organized, easy to use, but has it's quirks!
What do you like best about the product?
I love that you can see when others are viewing a ticket at the same time as you or are viewing a ticket altogether. Helps stop that overlap/duplication of tasks.
What do you dislike about the product?
It can sometimes be a little clunky on the automation side, which makes certain tasks a little monotonous and cumbersome. Certain integrations are also clunky/buggy, which can make it challenging to properly track and tag work.
What problems is the product solving and how is that benefiting you?
Support ticket management. There are a number of benefits based on my experience with other platforms. I dislike that it's a bit lacking in the customization department, but overall it comes with a lot of features that customizable platforms don't yet have or are slow to pick up.
Recommendations to others considering the product:
It's pretty straightforward, while it's a bit clunky in some aspects there are integrations that work nicely with Zendesk - for example, Ring Central.
Why Zendesk Support Suite is so useful!
What do you like best about the product?
There is a massive array of tools to use with Zendesk support
There is also great reporting and transparency with other agents and how you perform alongside them
There is also great reporting and transparency with other agents and how you perform alongside them
What do you dislike about the product?
I dislike very little in this tool, it is a great away to handle incoming queries and it also supports it's intergrations very well
What problems is the product solving and how is that benefiting you?
The majority of our inbound queries come through zendesk; they can range from admin level to member level queries,
We can use tags and automation to differentiate between the two
We can use tags and automation to differentiate between the two
Recommendations to others considering the product:
Great way for ticket and query management for any company
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