Zendesk Suite
ZendeskExternal reviews
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Best agent interface and user experience of any platform
What do you like best about the product?
The platform is the very best for ticket management. Easy to use and train mew starters to utilise. Would not go past it for a business requiring ticketing/service requests to be tracked.
What do you dislike about the product?
Ability to track number of tickets per agent in a easy access view was removed. Can still be done just takes longer and isn't visible in the apps section anymore.
What problems is the product solving and how is that benefiting you?
Zendesk allows businesses to track their customers/employee's requests and auto-prioritises them too! Leading to a quicker and more intelligent service experience.
Content management tool that has it all
What do you like best about the product?
I love all of the collaboration features that come with Zendesk Guide Enterprise. We were able to create a streamlined process for creating, reviewing and publishing content - and keeping tabs on existing content using labels.
What do you dislike about the product?
I wish articles could be published to multiple sections rather than just one. In some cases we have published the same content multiple times under different categories which isn't ideal either.
What problems is the product solving and how is that benefiting you?
We were able to successfully manage and maintain content for 10+ product offerings for our 1000+ clients. It made our lives easier and allowed us to focus our energy on other things.
Recommendations to others considering the product:
If you are on the fence, just try it. We had great success using this product.
Good not great ticket system for customer support
What do you like best about the product?
Zendesk allows you to support customers with a shared inbox ticket system. I like that Zendesk offers a central portal to view and respond to all customer inquiries. It is easy to assign tickets to specific agents and/or groups. Zendesk views are flexible and allow you to create specific personal and shared views based on user level.
What do you dislike about the product?
Reporting is a bit cumbersome, and difficult to understand how the metrics are calculated. The user interface feels outdated and could use a refresh. Creating automations aren't necessarily intuitive. I would prefer a drag and drop workflow rather than a more linear criteria configuration.
What problems is the product solving and how is that benefiting you?
Zendesk allows for all individual customer support requests/inquiries to reside in a single platform. This helps to get a broad view of customer support efforts and identify trends.
Recommendations to others considering the product:
Zendesk is a good option for those seeking a shared inbox ticket system and knowledge base functionality. It is worth exploring other options such as HelpScout.
Super Easy and saves lots of time!
What do you like best about the product?
How easy is it to see all tickets, and how organized it is. It saves you lots of time on the day as things are very manageable.
What do you dislike about the product?
As of now I don't have any complaines as I do love how the software works!
What problems is the product solving and how is that benefiting you?
All client's requests go through it. So it's easier to manage it all and gives excellent visibility to everyone of what's happening.
Great enterprise grade Service Desk
What do you like best about the product?
Zendesk has rich and customizable workflows that ensure aligning your support organization to the ITIL framework is effectively done. As a global organization the responsiveness of the platform regardless of location is a real plus for efficiency of the support team
What do you dislike about the product?
The Zendesk UI can get quite cluttered and difficult to navigate if there are many integrations and widgets enabled. This can easily be addressed with some thoughful deployment considerations.
What problems is the product solving and how is that benefiting you?
We needed a globally available, scalable, and customizable ITIL-aligned Service Desk to deliver excellent service to our clients. As the Support team is globally distributed, the ability to track key performance indicators across the organization improved ticket flow and capacity planning, enhancing the Support team's efficiency.
Recommendations to others considering the product:
An excellent Enterprise Service Desk, but maybe too feature-rich for smaller deployments. Perfect for global enterprise organizations with a breadth of integration requirements.
Director of Success
What do you like best about the product?
Easy to use and great support from their team. Great pricing for SME's and always innovating their products
What do you dislike about the product?
The chat feature could use a little more features on top of more social support options as it's pretty limited.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite covers all the essential needs of any support center with minimal software adds-on needed or third-party options. We realized the huge benefit of having all our options under one piece of software was the best way to do things.
The do it all Support Platform
What do you like best about the product?
The Zendesk suite has everything our team needed to launch our new support team, and continues to provide the tools we need to serve our users as best as possible. Before Zendesk, we were using different tools for phones, chat, email, ticketing, and reporting. All of this is now included in the same platform.
What do you dislike about the product?
Zendesk is a complex platform and needs extensive training to become an efficient admin. There aren't many native capabilities; many functions need to be coded in or created using triggers and automation. This is great for customizing a tailor-fit tool for your team, but it means having to set aside a lot of time getting to know the product as well as checking in regularly to maintain your support ecosystem.
What problems is the product solving and how is that benefiting you?
Zendesk allowed our support team to create support tickets for the first time. Every phone call, chat, text message, and email entering our support inbox creates a ticket that our team can filter and assign to agents accordingly. We are more organized and able to refer to specific cases very easily.
Recommendations to others considering the product:
I recommend Zendesk Support Suite if you are looking for an all-in-one solution to support your clients and internal team members.
easy access to resolve client issues
What do you like best about the product?
centralized location to solve any client issues submitted through our support email, you can see who is working on it and the stage that they are at
What do you dislike about the product?
not the most intuitive platform for non-support team members to check on the status of the issue and next steps to report to the client
What problems is the product solving and how is that benefiting you?
easier to keep track of updates and avoids having extensive email chains
Simple Customer Service Tool
What do you like best about the product?
Zendesk support suite is the best tool to handle all the customer service queries in an organized manner. Zendesk also creates the profile based on different departments in the organization, and later, we can generate the reports to track the productivity of the individuals and team.
What do you dislike about the product?
Reporting features needs more customization in Zendesk.
What problems is the product solving and how is that benefiting you?
Through Zendesk, we are answering and resolving all the queries of our client's customers.
Very good and efficient customer support software
What do you like best about the product?
One of the things that I like very much about the Zendesk support suite is that I can quickly handle all customer tickets. The separation between open tickets, pending ones, etc., is very much useful for me. Also, I am able to keep a tab about all the history of tickets between a customer.
What do you dislike about the product?
As of now, I do not have any significant dislike. The pricing of the software seems to be on the higher side, but all other things feature-wise are good and up to my liking.
What problems is the product solving and how is that benefiting you?
The history of tickets is a very useful option for my team and me. I am able to know what the earlier issues were and what solution we provided. Also, knowledge sharing is quite easy here
Recommendations to others considering the product:
Very good purchase that one can make. All the features are up to market standard
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