Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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Not bad
What do you like best about the product?
I like how it makes it easy to classify tickets depending on the teams that should handle them. Also, like that it's user-friendly. I trained on it for less than an hour and had everything up and running. I also like the fact that there are Macros that the agents can use to uniformly respond to customers.
What do you dislike about the product?
So far, I haven't had any problem with Zendesk
What problems is the product solving and how is that benefiting you?
I am a customer service representative, so I use Zendesk for ticketing, responding to customer's needs and complaints, as per the clients' specifications.
Recommendations to others considering the product:
I would highly recommend Zendesk for anyone looking to have effective management of tickets, especially those in the customer service industry.
Reduces Inbound Volume
What do you like best about the product?
The dialogue builder and training center
What do you dislike about the product?
After having worked with ultimate.ai to improve the workflows, the only parts I would say are that many upcoming features are not implemented yet, such as being able to provide linked in html format for Zendesk mobile SDK.
What problems is the product solving and how is that benefiting you?
We are using ultimate.ai to catch the larger share of questions which do not require immediate human intervention to answer or solve.
It decreases our inbound volume, and successfully creates follow-up tickets which we can process as time allows. With weekly time and attention, the bot is continuously improving.
It decreases our inbound volume, and successfully creates follow-up tickets which we can process as time allows. With weekly time and attention, the bot is continuously improving.
Adam MH's Zendesk Support Review
What do you like best about the product?
The community tends to agree with a lot of my requests and needs
What do you dislike about the product?
Client response is usually delayed and not always helpful
What problems is the product solving and how is that benefiting you?
Client request related ones.
Experiences will differ depending on the support you need
What do you like best about the product?
Chat function allows you to post a question and continue to work without having to be on "hold".
What do you dislike about the product?
Outsourced team is the technical support team and does not create an environment where business needs can be met during business hours.
What problems is the product solving and how is that benefiting you?
Quick and easy support for some admin and user set up. General questions and small troubleshooting support.
Recommendations to others considering the product:
Check into other ZD products
Good Basic-to-Medium Functionality, Shortcomings for Complex and Large-Scale Setups
What do you like best about the product?
The rule setting is very powerful with triggers and automations. It's also easy to scale ticketing workflows to larger teams.
What do you dislike about the product?
There are a lot of shortcomings in many of the features, meaning that there is frequently some desired function that is missing or inadequate. Often times you'll see feature requests from on Zendesk's support site that were submitted years ago, but still remain unresolved. This becomes more troublesome as your setup grows and becomes more complex.
What problems is the product solving and how is that benefiting you?
We solve our customer ticketing needs with ZD Support.
Zendesk: Good start
What do you like best about the product?
Lots of good things to use with the basic package.
What do you dislike about the product?
Too many screens that have to be opened in order to do various functions. Keep it all in one window or interface.
What problems is the product solving and how is that benefiting you?
Basic help needs. Benefits are easier information divulgence.
Decent Product, Good Support
What do you like best about the product?
The support options are well designed (excluding phone support which doesn't ever seem to connect with anyone). The Chat responses are reasonably quick, and email responses are articulated clearly.
What do you dislike about the product?
The lack of phone support, and their KBA is hard to use effectively.
What problems is the product solving and how is that benefiting you?
Zendesk handles all of our ticketing, email, and chat support.
Well created products, lack of personal approach
What do you like best about the product?
The products are great, a lot of options to use for the Customers crm and support
What do you dislike about the product?
when I open the chat and ask question I will most likely get an article that should help me to find the answer to my questions - sometimes I am so busy and just would like to get an answer . and fast.
What problems is the product solving and how is that benefiting you?
We use it in order to handle all our clients queries
Solid Support Suite
What do you like best about the product?
Thoughtful features. Helpful support. Good documentation.
What do you dislike about the product?
When I merge tickets I wish I could browse tickets to merge isntead of having to know the ticket number.
What problems is the product solving and how is that benefiting you?
Centralize support requests.
Zendesk Support
What do you like best about the product?
The integration of various social media platforms eased our agents' load on having to check through different tabs/platforms for customer inquiries.
What do you dislike about the product?
I often had to search for my own answers because the articles on Zendesk are inaccurate/updated. Some of the agents informed incorrect information too. Many restrictions just because we are on a lower plan. E.g.: just to set operating hours requires us to upgrade our plans.
What problems is the product solving and how is that benefiting you?
Exporting reports. Generating automated response to tickets created by requester past company's operating hours. Needing to fix Zendesk Benchmark, but I was told to upgrade my current subscribed plan, again.
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