Zendesk Suite
ZendeskExternal reviews
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Back for the third time
What do you like best about the product?
Robust automation options and ways to categorize data
What do you dislike about the product?
Difficult to find documentation and obscure wats to implement what should be default workflows
What problems is the product solving and how is that benefiting you?
Disorganized issue reporting, disorganized escalation pipelines
The UI is easy to use.
What do you like best about the product?
The follow-up on tickets is an easy flow.
What do you dislike about the product?
Each feature has a fee associated with it.
What problems is the product solving and how is that benefiting you?
We use the guide as a self-help tool for users.
Zendesk Review
What do you like best about the product?
I like best when you use the macros, and it automatically pulls a description for the customer seamlessly.
What do you dislike about the product?
The downside of using Zendesk is that it takes time to get used to the functions. Some things can be confusing. There should be an AI system where it automatically displays macros that will likely fit a question a customer is asking. Like if it's about a "return," a return "macro" would automatically be suggested. Also creating macros can be confusing at first.
What problems is the product solving and how is that benefiting you?
Problems that I'm solving are customer concerns and questions about their orders and the benefits from using Zendesk that it's an organized space between e-commerce product/service and customer.
Very easy to use, great tool options
What do you like best about the product?
What I like best out Zendesk is that it allows you to customize your ticket they way you and the company sees fit.
What do you dislike about the product?
I do not like the bugs that occur while trying to use Zendesk, for example sometimes it will not record and save a ticket after a call or chat.
What problems is the product solving and how is that benefiting you?
We are able to customize tickets and pin point issues with provided details obtained within the ticket for clarity and best solutions.
Zendesk is intuitive, easy to adapt and use in our processes
What do you like best about the product?
Easy set-up and easy to use for all general support-issues. Works very good when an internal organization use the values and possibilities within.
What do you dislike about the product?
Some more specific set-up-issues are hard to figure out and/or find answer to on help-center. Am using Zendesk support with this issues, and mostly being satisfied with answers and suggestions.
What problems is the product solving and how is that benefiting you?
Most important benefit is to have all customer-tickets through a system and not in personal mails (even though it is a constant struggle to teach individuals both inside own org. as well as customers). The easy app vs mail-integration for communication within the company as well e3 parties if needed is very good.
Streamlined customer support
What do you like best about the product?
I like how the zendesk user interface keep customer interactions organized. It integrates with my companies phone systems, so we have a single database to keep all customer interactions. This makes it easier to help customers that reach out multiple times with the same or different issues. The reporting also helps me gauge efficiency in my workflows.
What do you dislike about the product?
It seems like sometimes certain features don't work propperly. There are instances where a chat has been closed out but it's still showing as active in my open ticket queue. My team has also had issues with Zendesk assigning multiple people the same ticket.
What problems is the product solving and how is that benefiting you?
We are solving issues for thousands of customers every month. Zendesk has helped me and my team work more efficiently because it integrates with the other tools we use.
Recommendations to others considering the product:
Zendesk is an excellent tool for customer support but keep in mind that integrating it with other software may require additional work on the back end.
Been using Zendesk Support for 10 months now
What do you like best about the product?
many functions, clear visibility, shopify integration, open, pending and solved status, triggers&automations...
What do you dislike about the product?
live chat from zendesk team, because the bot is giving me articles when I need a human to help me out. It's kind of a turnoff to have to put so much effort into getting to speak to human.
Also, Zendesk Chat could be better, but I'm not sure about this one if I'm using it correctly, so I need more time to review this properly
Also, Zendesk Chat could be better, but I'm not sure about this one if I'm using it correctly, so I need more time to review this properly
What problems is the product solving and how is that benefiting you?
Our support system is smoother and more organized, thanks to tags
The benefits are that you can create triggers and sort tickets into different views :)
The benefits are that you can create triggers and sort tickets into different views :)
Change made easy
What do you like best about the product?
The undercurrent of customer-focused service is what I like best about Zendesk. It permeates throughout my use of the software, from creating flows and quick tools that improve my team's work experience within Zendesk to reaching out with my ticket when we have an issue. My experience and the experience of my team are at the forefront of design, improvement, and service.
What do you dislike about the product?
I struggle with Triggers on occasion. I want tips or guidance to be more readily available and specific to the trigger I'm trying to build. After 2-3 attempts to modify a trigger, if a prompt would pop up asking me if I'm trying to accomplish X or Y, follow these steps or check these conditions, etc.
What problems is the product solving and how is that benefiting you?
We're identifying customer pain points and supporting the need to devote time and resources to resolve them, based on the data we're pulling from Zendesk. We've realized we can automate a lot more to free up our team.
Zendesk has been great!
What do you like best about the product?
Ease of use and ability to put everything in one place.
What do you dislike about the product?
Moving numbers over is a bit complicated.
What problems is the product solving and how is that benefiting you?
We were using multiple apps to communicate, now it's all in one place.
Zendesk support suite is perfect to help your customer
What do you like best about the product?
Zendesk support suite is easy to use, everything is managed by Zendesk. You don't need a server, backup etc. It is easy to manage tickets with Zendesk support suite.
What do you dislike about the product?
It would help if we could more easily upload files without restriction to ticket but also to our client's profile.
What problems is the product solving and how is that benefiting you?
It help manage questions and problems from our end-user. It keep an history of all the problems, questions and answers. The knowledge base is also really useful!.
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