Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Great way to streamline request for tech and ops help
What do you like best about the product?
I like that zendesk has automated bots that can answer people's questions and can be integrated with Slack. It is a useful way to store forms, policies, procedures all in one place that people can have access to. It saves time answering people individually. Not only that you are able to create ticket support and keep record of requests.
What do you dislike about the product?
I like the ease of zendesk, but uploading videos is hard, and it can alter your powerpoint or pdf. It may be something I need to get better at and not a zendesk issue.
What problems is the product solving and how is that benefiting you?
It is an excellent tool to streamline your help desk support.
All of your support, knowledge base, and community needs in one place
What do you like best about the product?
I love having access to resources and support all in one system. I also think from a customer (our customers, to be clear) perspective Zendesk is easy to use when they want to search, submit a ticket, or engage with other users.
What do you dislike about the product?
The primary admin has been teaching me a few things about the backend of Zendesk. I find it a bit confusing to use. It's not super intuitive on the back end to me.
I also dislike the limitations on the Community side for posting content, such as no ability to highlight words, underline, add file, etc. For our knowledge base, there are more editing options.
I also dislike the limitations on the Community side for posting content, such as no ability to highlight words, underline, add file, etc. For our knowledge base, there are more editing options.
What problems is the product solving and how is that benefiting you?
Clients need support ... when they need it. While they can submit a support ticket, someone may not be right there able to solve the ticket, so the knowledge base and community, which are available 24/7 serve as additional resources to help them in the meantime.
Recommendations to others considering the product:
Users dislike having to go to several different places to find the answers to their questions. Zendesk solves that problem by offering solutions for posting content to help them, a space for networking/community, and a decent solution for collecting and managing support tickets.
Zendesk Support Suite Uses
What do you like best about the product?
It makes it easier to manage and track tickets for follow up with customers.
What do you dislike about the product?
I honestly have nothing negative to say about Zendesk.
What problems is the product solving and how is that benefiting you?
It's great for keeping records.
Lots of great features, extensive self-service options but poor customer support service!
What do you like best about the product?
ZenDesk comes with a variety of features that play a great role in providing support to the customers. Almost everything from basic needs to extensive integrations - ZenDesk supports it all!
What do you dislike about the product?
Customer service - I would rate it 0/10. Be it a general query or business impacting critical bug - the customer support team doesn't bother to get back on time and it takes months to get an issue addressed.
What problems is the product solving and how is that benefiting you?
We use ZenDesk for hosting our ticketing platform, KB, and related needs. SLAs, self-service options, setting triggers, automation - we are managing it all via ZenDesk.
It`s a great tool
What do you like best about the product?
It`s a robust tool and easy to use when everything is configured.
What do you dislike about the product?
Every product feature is handled as an add-on, and it's expensive.
What problems is the product solving and how is that benefiting you?
It's our primary channel for customers to register some support tickets.
Recommendations to others considering the product:
none
It's good for somethings but they charge for everything
What do you like best about the product?
Zendesk is really good for the management of our support tickets. I can configure it very easily and have created the settings I need to use it in my organization.
What do you dislike about the product?
They charge for everything, including the support. I've never seen a platform charge for their support, non the less charge for using filters. It feels very mercenary to me.
What problems is the product solving and how is that benefiting you?
We use it for everything related to the customer support in our company. Receiving tickets, building manuals, managing whats app messages. We have three levels of support and they all use ZenDesk.
Recommendations to others considering the product:
Be aware that you won't have support unless you pay for it.
EXCELLENT
What do you like best about the product?
THE OPTIONS TO NAVIGATE THRU THE SYSTEMS
What do you dislike about the product?
THE PHONE APPLICATION IS NOT EASY TO MANAGE
What problems is the product solving and how is that benefiting you?
I RESOLVE ANYTHING ABOUT CUSTOMERS. THE BENEFIT IS THAT WE HAVE ALL THE INFORMATION ABOUT THE ACCOUNTS
Good, but Time Consuming
What do you like best about the product?
Zendesk is highly customizable and can integrate with many other apps. There are many ways to personalize the customer's experience with good reporting. It is also nice that it has an omnichannel experience for agents.
What do you dislike about the product?
Some customizations that should be simple can cause a headache if you don't check all settings. For example, it is easy to miss the cascading effects from changing one trigger if you aren't careful.
What problems is the product solving and how is that benefiting you?
We are solving the issue of having all customer support tools in one place. We realized how beneficial it is to have a help center, ticket, chat, and phone support all in the same interface.
Recommendations to others considering the product:
Make sure you do your research and watch training videos before rolling out Zendesk because there is a lot to learn.
Good product with lots of self-help resources
What do you like best about the product?
Access to self-help resources and how easy it was to get started. The views and filters are straightforward and effective.
What do you dislike about the product?
Price felt a little high considering what we were doing with the product.
What problems is the product solving and how is that benefiting you?
We use Zendesk for chat and email. The email ticketing system has helped our support team a ton. We also have seen some sales come in via the proactive chat.
Recommendations to others considering the product:
Jump in and get your hands dirty learning about triggers and other automation. They can make your life much easier if used appropriately.
zendesk one year review
What do you like best about the product?
It populates customers' information as and when the call is coming in, departments, and their most recent orders with the company. You can also refer to the customer's previous interaction with other agents.
Allows a user to send an email via zendesk for a resolution summary.
You can easily send an email to a customer just by searching for a relevant macro which then populates the step-by-step guides.
Allows you to escalate or loge inquiry with different departments using the same tool.
Allows a user to send an email via zendesk for a resolution summary.
You can easily send an email to a customer just by searching for a relevant macro which then populates the step-by-step guides.
Allows you to escalate or loge inquiry with different departments using the same tool.
What do you dislike about the product?
Can freeze while still assisting on a call, sometimes takes too long to save callers information when documenting and adding notes. And also fail to keep data the first time around and therefore will have to re-enter the information.
Some macros and subcases are not related to the call to be documented.
Some macros and subcases are not related to the call to be documented.
What problems is the product solving and how is that benefiting you?
Sending resolution summary other than retyping in and adding customer's email. Can access customers' last order via sendesk and wont have to re-input ticket numbers when providing a resolution.
Can tell whether it is a customer or shopper calling or if the call is being transferred.
Can tell whether it is a customer or shopper calling or if the call is being transferred.
Recommendations to others considering the product:
easy to use
can be collaborated with other business tools
meets the company standards
easy to access callers' information as and when the call is coming in.
can be use to transfer to other departments
can be collaborated with other business tools
meets the company standards
easy to access callers' information as and when the call is coming in.
can be use to transfer to other departments
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