Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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ZenDesk Support
What do you like best about the product?
Easy to keep track of customer support issues for our hundreds of customers. Easily integrates with our other CRM's for seamless support
What do you dislike about the product?
Some of the more in depth featurse can be difficult to learn on the fly.
What problems is the product solving and how is that benefiting you?
Our ability to create support tickets and assign tasks for assisting a customer through a problem or complaint. The ability to update from ticket 'open ' to 'pending' to 'solved" has been beneficial.
Innovative and enhance CX
What do you like best about the product?
intuitive implementation, maintenance, and customization based on your business.
What do you dislike about the product?
Timeline of releasing new features that are prioritiesd by other new features.
What problems is the product solving and how is that benefiting you?
Repetitive questions of customers
Maximizing Efficiency and Satisfaction: A Review of Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite's seamless omnichannel integration and robust ticketing system have greatly improved our customer service efficiency, while its advanced analytics tools are instrumental in enhancing team performance and strategy. The intuitive interface makes it easy for our team to track, prioritize, and resolve issues, boosting overall customer satisfaction.
What do you dislike about the product?
I find Zendesk Support Suite to be quite expensive, especially since it lacks a free plan, and the customization options are somewhat limited, making it challenging to tailor to our specific needs. Additionally, while it offers some basic collaboration tools, my team and I often struggle with smooth internal communication, and we usually need help from Zendesk's customer support to learn new features.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has effectively streamlined our internal helpdesk operations, providing a centralized platform for managing and resolving issues related to our ERP system, which has significantly improved resolution times and IT efficiency. By offering a cohesive ticketing system and easy-to-navigate user interface, it's helping us to minimize downtime and enhance productivity across departments.
great product
What do you like best about the product?
The ease of use when setting everything up for the first time and the chat support while in the trial period.
What do you dislike about the product?
Support tickets don't have the fastest responses some days but nothing major.
What problems is the product solving and how is that benefiting you?
managing internal user issues with big erp and office 365 applications
Great way to organize help desk tickets
What do you like best about the product?
We used to track all help desk tickets through email before Zendesk. We now use their ticketing system so we don't have to work on email and we can make sure a ticket is assigned to a user so more than one person isn't working on the same thing.
What do you dislike about the product?
Learning to navigate the system was a little difficult, but once you use it for a while it becomes easy to navigate.
What problems is the product solving and how is that benefiting you?
Creating a ticketing system.
Suport call center
What do you like best about the product?
One solution for a call center such as phone, email and social media
What do you dislike about the product?
Salesforce integration was not tocuhed on much
What problems is the product solving and how is that benefiting you?
Combine platforms
Best Software for Ticketing
What do you like best about the product?
Ease of use
Tickets creation and customization
Report creation for presenta s well as historical data
Tickets creation and customization
Report creation for presenta s well as historical data
What do you dislike about the product?
Slow while downloading reports.
FAils in processing large data, unable to download the data when size is more than 25K
FAils in processing large data, unable to download the data when size is more than 25K
What problems is the product solving and how is that benefiting you?
In managing the Tickets & complaints raised by customers.
Tracking performance of each Customer support executive
Tracking performance of each Customer support executive
It accomplishes most of what we need as an organization, with little fuss and good customization.
What do you like best about the product?
The display of information, compartmentalization of support tasks, and configurabitily of the tool are extremely good and relatively easy to work with after an initial introductory period.
What do you dislike about the product?
It's less-structured around more "free-wheeling" remote workforces like our own, where we don't utilize shift work but have ways we'd like to organize tickets. I've spoken with Zendesk folks about this so far, and we're aware that this is a unique thing to how we work, but I'd still love to see it be addressed at some point in the future. It generally doesn't affect how I feel about the product.
I would LOVE to have the ability to customize the CSAT scoring or email.
I would LOVE to have the ability to customize the CSAT scoring or email.
What problems is the product solving and how is that benefiting you?
It provides easy-to-use tooling for our global support team to be able to effectively support our customer base without losing track of issues.
Zendesk has helped us take our user support to another level.
What do you like best about the product?
Zendesk offers us a feature rich platform to help us support our users. From simple trouble tickets to full blown workflows, we have what we need to increase our efficencies, track our progress and offer knowledge to our users. We are also big fans of Zendesk's integrations with many of the other products we use.
What do you dislike about the product?
Zendesk is expensive although we do find value in it.
What problems is the product solving and how is that benefiting you?
Zendesk has enables us to create workflows that create a better onboarding experience for our employees and helps us keep better track of our device fleet.
My Zendesk Support Suite review
What do you like best about the product?
Coming from ServiceNow I do like how Zendesk is more intuitive and has a better user interface/user experience. We've really utilized the guide section to curate "how to "guides for our end users, which has been quite helpful. The overall experience has really made it easier to provide support.
What do you dislike about the product?
I think the issues we've come across are really a niche thing and more of an "us" issue. It has actually been a while since it cropped up, so I unfortunately don't even remember what it was.
What problems is the product solving and how is that benefiting you?
It has so far been a true "all in one" solution for our needs. We recently went "live" with our FAQ section and that has been a huge benefit.
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