Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Straightforward Response in no time
What do you like best about the product?
Zendesk Support replied pretty quickly to my inquiry with a tailored reply.
The reply was straightforward, not a sum of polite support expressions. They explained to me what was going on and how they would support me. I appreciated the sincerity.
The reply was straightforward, not a sum of polite support expressions. They explained to me what was going on and how they would support me. I appreciated the sincerity.
What do you dislike about the product?
I wished they would provide an ETA, even vague on the fix. Or the option to get notified when the fix is released.
What problems is the product solving and how is that benefiting you?
We are using it for our daily interactions with our customers on various channels.
Very different FRTs based on request category
What do you like best about the product?
The rich Knowledge base where you can fidn everything
What do you dislike about the product?
The fact that my tickets may be ignored for a couple of days and I may get a response in a Sales form in a couple of minutes.
What problems is the product solving and how is that benefiting you?
Mostly how to questions about ZD or trubleshooting
great
What do you like best about the product?
Easy to use. User Friendly. GUI is intuitive
What do you dislike about the product?
A limited number of Personal Views that can be displayed
What problems is the product solving and how is that benefiting you?
Almost anything that is related.
Great platform ! Simple & Intuitive
What do you like best about the product?
Brings everything into one centralized view, a plethora of Apps & Integrations avaialble. Easy to customize for usability and collect data.
What do you dislike about the product?
Admin training can be basic and expensive at times. Other than that, totally love it!
What problems is the product solving and how is that benefiting you?
Omnichannel approach! reporting and data collection are made easy. We are getting insights into consumer behavior we didn't have before.
Excellent Service
What do you like best about the product?
My support agent kept on helping me to identify my issue
What do you dislike about the product?
The issue might have been resolved before if the agent used exactly my command/syntax and escalated it to their internal developers
What problems is the product solving and how is that benefiting you?
API issues specifically using the CURL command
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
We love this system
What do you like best about the product?
We love being able to share leads and contacts, see all the information from beginning to end, and follow up on their progress.
What do you dislike about the product?
Not always do email threads show up for others not involved in the email.
What problems is the product solving and how is that benefiting you?
All of them. We're able to track everything from beginning to end, all from regular employees to management.
Recommendations to others considering the product:
Please check out their services, we truly love them
Zendesk Support Review
What do you like best about the product?
Ability to task and assign macros to tickets.
What do you dislike about the product?
It is not always intuitive to use everything because there are so many features. Also, the cost.
What problems is the product solving and how is that benefiting you?
We want a way to track all engagement with our users. Because of the various integrations with other platforms this has been surprisingly thorough.
Ease of Management
What do you like best about the product?
Easy to track tickets
Good for analytics
Able to integrate with other platforms like Jira
Good for analytics
Able to integrate with other platforms like Jira
What do you dislike about the product?
Seems very busy at times
Recipients usually send emails back on the same thread with different issue even when the ticket is marked Solved
Recipients usually send emails back on the same thread with different issue even when the ticket is marked Solved
What problems is the product solving and how is that benefiting you?
Analytics was the major problem we faced when using other softwares. Since we are all working from home, it has helped management with data
Fantastic Suite of Products
What do you like best about the product?
The agent workspace in Support is well developed and facilitates our typical call flow. There are enough features to make our tickets detailed enough we can pull information into Tableau and generate reports visible to other areas of the business. The talk module is well developed and accommodates our complex user base. The guide module has been extremely crucial in sharing knowledge among our teams and with our end users.
What do you dislike about the product?
The Zendesk suite would benefit significantly from the addition of a native Workforce Management tool. The talk module should have a more straightforward way of adding a front end to an existing IVR recording. The agent workspace could be made better by introducing customized dashboards, specifically, to include more fields from tickets such as SLA. There are frequent issues with call acceptance for our agents. To resolve these issues, they must clear browsing data/cookies often to keep Zendesk working.
What problems is the product solving and how is that benefiting you?
Over the past 2.5 years, we've successfully consolidated our support channels into one app and created a universal Help Center to address our entire user base. Our teams have become more efficient and more engaged in their work by using Zendesk's cohesive workspace.
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