Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Overall a good experience, not much different from other providers
What do you like best about the product?
Seeing customer support's responses that I am tagged on.
What do you dislike about the product?
Having to navigate between contacts and accounts.
What problems is the product solving and how is that benefiting you?
Recovering forgotten passwords
Fast and correct
What do you like best about the product?
It guiding agents in good and efficient way
What do you dislike about the product?
It's taking a lot of battery life of my laptop
What problems is the product solving and how is that benefiting you?
Giving better support by guiding SLA rules, automations and triggers, multi languages
Recommendations to others considering the product:
Take the time for following the right trainings
Account Manager & Support
What do you like best about the product?
I like your chat support team - most of them are great some of them need improvement. But I understand this.
What do you dislike about the product?
I have used Zendesk for over 4 years, I recommended going with Zendesk when I joined my new company and requested a quote. The AM gave us a figure and never told me that this figure will change the next month. I escalated the complaint and the complaint is yet to get a resolution.
What problems is the product solving and how is that benefiting you?
Not solving any problems, I'm using it as an inbound Help centre - I pretty much like most features and have lost to suggestions for improvement.
From NPS reporting to general Contact Centre reporting to basic routing and SKIll base routing and Social integrations are really poor experience
From NPS reporting to general Contact Centre reporting to basic routing and SKIll base routing and Social integrations are really poor experience
Some good features, but gripes too
What do you like best about the product?
I love the macro feature and the efficiencies it helps provide. With macro you can make several ticket actions, assign to an agents, group, add tags, change status, etc
I like that you can create several different views to organize different types of tickets into lists
I like that you can create several different views to organize different types of tickets into lists
What do you dislike about the product?
I can't figure out how to get my email signature to automatically be inserted into my email replies. I looked at the knowledge base and still don't see how to do it.
When I use a macro and the macro is suppose to add me as the assignee and as a ticket follower Zendesk fails to send me an email? It seems to work if someone else uses the macro but doesn't work as expected when I use it.
When I use a macro and the macro is suppose to add me as the assignee and as a ticket follower Zendesk fails to send me an email? It seems to work if someone else uses the macro but doesn't work as expected when I use it.
What problems is the product solving and how is that benefiting you?
We use it for our support ticketing system to track, monitor and organize correspondence with our customers and our internal team. We can run reports to measure the performance of the customer service team as well as customer satisfaction.
Fantastic help desk solution, a bit pricey though.
What do you like best about the product?
Software is well designed and works great. User experience is smooth and simple, makes it easier for me to get my users to adopt it and build habits around it.
What do you dislike about the product?
It is very expensive in my opinion. When I started using Zendesk they included a lot of useful tools like the Guide, but now they price everything separately and try to squeeze more money out of you.
What problems is the product solving and how is that benefiting you?
Zendesk really helped manage our IT support desk, streamlining the process and making it easy for the end user to get help quickly and efficiently. It has saved me a lot of time and money with its state of the art ticketing system.
Great option for flexibility
What do you like best about the product?
I love the range of flexibility has to offer
What do you dislike about the product?
Probably the main downside for me is that there are not always possible ways to extract data, and sometimes there are product limitations where you don't really expect them
What problems is the product solving and how is that benefiting you?
Support and Guide
Features/Likes
What do you like best about the product?
I think this is great with being able to view, report and address tickets for both email and chat.
What do you dislike about the product?
I wish they were more responsive to adding what I consider basic features
What problems is the product solving and how is that benefiting you?
It is a very robust product and this lets us communicate and address our customers concerns very effectively.
Recommendations to others considering the product:
Great product but will need to add on additional apps for enhanced functionality
Simple and very strong communication.
What do you like best about the product?
The opening of calls by the customer leads to a quick perception of the problem to be addressed.
What do you dislike about the product?
The TAG system could be better relativized to an efficient database.
What problems is the product solving and how is that benefiting you?
When providing support analysis in a company, I realized that the technicians did not know how to operate the system as a whole.
It was then to show some tutorials that exist on the site itself that helped to develop a more efficient routine.
It was then to show some tutorials that exist on the site itself that helped to develop a more efficient routine.
Recommendations to others considering the product:
Do more explain videos and tutorials.
Reasonable program with potential capacity
What do you like best about the product?
Combines threads and queues pretty easily. Tags are helpful.
What do you dislike about the product?
Limited ways to include multiple business disclaimers for different types of messages. Each ticket opens different windows of threads instead of streamlining all communications for a customer within a view
What problems is the product solving and how is that benefiting you?
Messaging customers
Keeping things organized in one place
Keeping things organized in one place
Decent Support Tool, but still needs some innovation
What do you like best about the product?
User Friendly
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
What do you dislike about the product?
Ticketing system is difficult for actual productivity monitoring for a real call center
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
What problems is the product solving and how is that benefiting you?
Customer interactions through multichannels, but it's too simple for truly complex customer innovation.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
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