Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A Library for all customer reports
What do you like best about the product?
1. good at gathering information through thread follow-up, and all attachments in one place
2. good contesting with easy searching information with tickets numbers
2. good contesting with easy searching information with tickets numbers
What do you dislike about the product?
would have accurate search and better at themes
What problems is the product solving and how is that benefiting you?
all EMR error reports and with continuation following ups with many teams
Zendesk Suite
What do you like best about the product?
We can track our inbound tickets and calls, categorize them, and review them.
What do you dislike about the product?
At times there is a lag when the tickets are received and then posted into the CX que.
What problems is the product solving and how is that benefiting you?
Resolving customers' issues, organizing them by subject, issue, and type of ticket received.
Recommendations to others considering the product:
I would recommend that you have the up-to-date version of the Zendesk.
Excellent
What do you like best about the product?
The tool is super easy to use, very user friendly. The features are useful, used on a daily basis.
What do you dislike about the product?
Nothing that I could think of, it's great!
What problems is the product solving and how is that benefiting you?
With Tymeshift I can monitor my agents' performance, look at the statuses, who is online, what ticket are they on, etc.
Great support software
What do you like best about the product?
Ticket management, administration and help center are self intuitive to use and set up.
What do you dislike about the product?
The reporting and monitoring of tickets are not easy to use. Explore has too many limitations wrt just simple export and table view of reports.
What problems is the product solving and how is that benefiting you?
Ticket management and content management
Recommendations to others considering the product:
Strongly recommend piloting for a focus group and do a detailed design of the rules, triggers etc. before scaling up. The tool has great admin options and the help center is great too.Make the best use of it.
Zendesk: How we help!
What do you like best about the product?
Zendesk is a great help desk solution. If you have different departments within your organization, you can create a view for each branch of your team. I really like that Zendesk allows you to assign tickets (incoming emails) to the specific experts within your organization.
What do you dislike about the product?
The only thing that can be challenging at times is the reporting feature. It can be a little difficult to pull a report for exactly what you are looking for. Zendesk recently released a new feature "Explore Dashboard" so I am hoping this will help with reporting. The other thing that I do not like, which is honestly a personal preference, is that the email correspondence is reversed from the standard email back and forth. The oldest is on the bottom, newest is on the top.
What problems is the product solving and how is that benefiting you?
Zendesk is how we assist our clients and customers. We use Zendesk to communicate directly with them for day-to-day business needs. One of the problems we are solving with Zendesk is that now we can see all of the request/issues that come in. Instead of a direct email that only goes to one person. We also use Zendesk to store all of our help articles. Zendesk gives you full control over the style and layout of your articles. You can also set the status of your article and decide when you want to publish the article.
Recommendations to others considering the product:
Zendesk offers a wide range of features that can help you help your clients. From the admin side of things, Zendesk allows you to quickly view new or pending requests, and see the current workload for your team. Zendeask also gives you the option to set a status on a ticket - Open, Pending, or Solved. You can use this feature to plan out your day, and easily keep track of the things that still need attention. Zendesk also offers a live chat that you can embed on your site. This is a great way to interact efficiently to assist your clients and customers.
Effective tool, but room for improvement.
What do you like best about the product?
Easy to navigate, categorize and fully capture the reason a client would be asking for assistance.
What do you dislike about the product?
Buggy. Frequent need to refresh and or clear cache. Drop-down lists flickering are hard on the eyes.
What problems is the product solving and how is that benefiting you?
Support tickets for both internal and external clients
Happy with Zendesk saas Fintech
What do you like best about the product?
Ease to set up, dashboard, search tickets, configuration
What do you dislike about the product?
Sometimes difficult to see entire ticket history without clicking many times in each action from the first one.
What problems is the product solving and how is that benefiting you?
Mainly using to handle support tickets from customers regarding our product and then triage and follow up from the support team. We have been able to track issues much better.
Recommendations to others considering the product:
None
LOVE LOVE Zendesk
What do you like best about the product?
I love that it keeps everything in one place. We can chat via text messaging, send documents, and email all within a secure portal.
What do you dislike about the product?
Clients that need to receive documents via email must create a log in to view them. This can be a roadblock for many end users.
What problems is the product solving and how is that benefiting you?
We use Zendesk for everything customer service. It is my life line that allows me to function at a high level.
Great ticketing software
What do you like best about the product?
Easy to use and navigate for internal users/agents, especially if deployed well by a Zendesk Administrator. It is very useful if deployed with other third-party apps depending on your company's application/needs. It makes it easy for agents to interact to end-users via email, chat, even phone support. It can work with other tools like Jira and Zopim which makes ticketing and issue-traking really easy.
What do you dislike about the product?
It is buggy sometimes, and if it lags so much when many apps are integrated. Keyboard shortcuts preset also tends to be confusing unless you configure it manually for yourself or all users. While navigating is easy, depending on your Administrator's implementation, having or creating Views can sometimes be a not-so-pleasant experience to navigate and achieve. There are also cases where you cannot undo an action especially if you have sent a wrong information to an end user and you cannot convert it back or delete it.
What problems is the product solving and how is that benefiting you?
Zendesk is a good ticketing solution, especially for companies where the queueing system is a must. There are other options, but Zendesk is the most trusted and widely used by many companies worldwide and I have known a lot of major companies using Zendesk as their ticketing and management system. Everyone in the organization - from agent-level employees to managers and implementors - can benefit a lot with how an organization can customize Zendesk into the organization needs.
Recommendations to others considering the product:
Have a great Zendesk Administrator and/or Implementation specialist to seamlessly integrate all other tools in this software
Zendesk makes group engagements easy
What do you like best about the product?
I love that Zendesk allows for the ability to build unique 'queues' to split customer requests out into. We have several lines of communication, and being able to route those engagements into unique ticket groups with their own specific queues ensures that communications are well ordered for the team.
What do you dislike about the product?
I'm disappointed that this is not an easy way to trigger proactive engagements and followup on past tickets. Part of good customer care is being able to proactively re-engage customers to ensure they were fully served.
What problems is the product solving and how is that benefiting you?
I leverage Zendesk to run a group model of Customer Success - where our customers are able to be supported my multiple CSMs at once. Zendesk easily enables this model by providing a platform that allows for team collaboration, while also keeping things orderly so that engagements don't slip through the cracks.
showing 3,191 - 3,200