Zendesk Suite
ZendeskExternal reviews
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Zendesk Support Suite - Great tool for managing tickets & reporting
What do you like best about the product?
There are lots of things that are great about Zedesk, the listed below are few of them:
Managing tickets with each group is very easy with Zendesk,
You can get individual views & their status assigned to different teams,
inter-team communications for faster closures on cases,
Reporting the data is a very complex task & time-consuming activity, however, with Zendesk, you can get all your reportings in one place with a single click,
Creating custom macros for the help of associates helps in saving a lot of time
You can create different triggers & set automation
Knowledge base to help associates while working on questions raised by customers
You can integrate multiple support channels & track the SLA's
Custom fields & tag to track the data
Easy integrations with external software, in-store apps to make the experience better.
Great support whenever you need help from Zendesk team
Managing tickets with each group is very easy with Zendesk,
You can get individual views & their status assigned to different teams,
inter-team communications for faster closures on cases,
Reporting the data is a very complex task & time-consuming activity, however, with Zendesk, you can get all your reportings in one place with a single click,
Creating custom macros for the help of associates helps in saving a lot of time
You can create different triggers & set automation
Knowledge base to help associates while working on questions raised by customers
You can integrate multiple support channels & track the SLA's
Custom fields & tag to track the data
Easy integrations with external software, in-store apps to make the experience better.
Great support whenever you need help from Zendesk team
What do you dislike about the product?
Certain features are only available with the professional suit, for which there is an additional costing & paid apps
What problems is the product solving and how is that benefiting you?
Zendesk helping in support ticketing where you can manage multiple email channels at one place, Live chat support, and chatbot to help the users. Knowledge base for the help of associates.
Recommendations to others considering the product:
If you are looking for a tool that helps you manage tickets, track SLA's, and easy reporting then you can surely consider Zendesk for this. It gives you all that at once place is is very easy to understand & use.
Best ticketing tool
What do you like best about the product?
Provides a great way to interact with customers
instant templates
Can easily communicate with people within the organization regarding the issues
easy to use, fast and easy to Navigate
Easy to track, assign and work on tickets
instant templates
Can easily communicate with people within the organization regarding the issues
easy to use, fast and easy to Navigate
Easy to track, assign and work on tickets
What do you dislike about the product?
It is a bit expensive
The support from the app team is a bit limited
Can work on improving the interface
The support from the app team is a bit limited
Can work on improving the interface
What problems is the product solving and how is that benefiting you?
logging tickets
assigning and closing them
application issues
assigning and closing them
application issues
Very capable ticketing platform
What do you like best about the product?
We find that the features available in Zendesk fit our needs very well. Not too much and everything is covered. Support is usually very good: responsive and qualified.
Administering Zendesk is also pretty easy, we haven't had any issues setting up channels, permissions etc.
There are nice third-party apps available on the store, many are free. We've expanded the functionality of Zendesk quite a bit for no additional cost.
Administering Zendesk is also pretty easy, we haven't had any issues setting up channels, permissions etc.
There are nice third-party apps available on the store, many are free. We've expanded the functionality of Zendesk quite a bit for no additional cost.
What do you dislike about the product?
Triggers and automations are often too restricting. We find that some features are arbitrarily not available, and because there are no if-then-else workflows, our triggers have become clunky and difficult to organize.
The price goes up a lot if you require more features.
The price goes up a lot if you require more features.
What problems is the product solving and how is that benefiting you?
We are providing IT services to many companies, and Zendesk allowed us to organize their requests and efficiently divide work between team members.
Recommendations to others considering the product:
See what features you need and carefully select the pricing tier. Two months after starting with Zendesk we discovered that we need to go two tiers above what we planned.
Review
What do you like best about the product?
easy to use and convenient. But it would be nice if the personal views do not have a limit
What do you dislike about the product?
limited personal views. The max is currently 8 personal views (I know you can select the option "more", but I'm referring to the main page) and it would be great if there's no limit, or maybe an option to hide the admin views.
What problems is the product solving and how is that benefiting you?
tickets, chats, and calls. Very easy to use
Recommendations to others considering the product:
don't really have any or can't think of any
Helpful and efficient
What do you like best about the product?
Zendesk Support was simple to find and it did not take long before an agent reached out and provided an answer to my question. The Zendesk team is very responsive and helpful.
What do you dislike about the product?
I do not currently have any concerns. Zendesk has been helpful.
What problems is the product solving and how is that benefiting you?
Zendesk is supporting our ticketing system by keeping us organized and by providing reporting.
Very easy to use and does what it should
What do you like best about the product?
Zendesk's support is just amazing!
Zendesk's tutorials are also very well written.
I was able to use the instructions very well and understand everything very quickly.
Also the Dashobard is very user friendly.
Zendesk's tutorials are also very well written.
I was able to use the instructions very well and understand everything very quickly.
Also the Dashobard is very user friendly.
What do you dislike about the product?
No iframe integration for the Help Center.
Not so many formatting options for the E-Mail signature.
Not so many formatting options for the E-Mail signature.
What problems is the product solving and how is that benefiting you?
Productivity in our customer service. In addition, everything is now managed and processed centrally.
Recommendations to others considering the product:
I can really recommend this product to all who want to increase their productivity in the company. We used to handle our customer requests via Outlook. After some time, the volume of requests was just too big to continue processing them in Outlook. We really evaluated different ticketing systems. For us, Zendesk was the clear winner.
I, as the IT employee who implemented Zendesk in our company, am very satisfied with Zendesk Support Suite. The implementation was really easy.
Our customer service staff is also very happy with this product.
The highlight for me personally is the great support from Zendesk as well as the instructions / articles which are offered in different languages. The articles are also always updated.
I, as the IT employee who implemented Zendesk in our company, am very satisfied with Zendesk Support Suite. The implementation was really easy.
Our customer service staff is also very happy with this product.
The highlight for me personally is the great support from Zendesk as well as the instructions / articles which are offered in different languages. The articles are also always updated.
Overall it was pretty good since the product is so feature/function rich
What do you like best about the product?
Zendesk Explore. Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports.
What do you dislike about the product?
Prices are not favorable for small businesses
What problems is the product solving and how is that benefiting you?
We can't send attachments in tickets through the Messenger channel
Quick help with getting reports exported!
What do you like best about the product?
It was really easy to chat with them and get the help I was looking for - he even was able to log in to my account and screenshot where I should be finding the information.
What do you dislike about the product?
Sometimes there were long pauses in between messages.
What problems is the product solving and how is that benefiting you?
I was working with the Zendesk Support suite to enable reporting and exporting for my account. I was able to get the reporting enabled and will be able to work in more detail to analyze our tickets.
Full Featured Suite
What do you like best about the product?
Depth of features, scalability for future growth
What do you dislike about the product?
Pricing seems better suited for larger organizations with clearly defined agent roles.
What problems is the product solving and how is that benefiting you?
We use Zendesk for customer support and documentation delivery.
Recommendations to others considering the product:
Be mindful of which of your staff will need access to all features within the suite. For a small organization that relies on employees wearing multiple hats, it can get expensive.
Flexible and Open Platform
What do you like best about the product?
I like that Zendesk has open API access which enables us to build custom tools and automation into the platform to meet our needs. Many Omni Channel tools are closed systems and you more or less are forced to use their product as is out of the box. Zendesk has a pretty good out of the box solution, but the ability to customize the experience to your needs is really what put it over the top for us compared to competitors. They also met our compliance and security standards, which several other vendors in their space did not meet.
What do you dislike about the product?
I dislike that because of their open API, they have not fully baked out some of what I would consider to be table stakes features. Reporting, Metrics, Tagging, and Knowledge management. Their open API allows external companies to build apps on their platform, which is great, but this does mean you will need to source additional vendors in their ecosystem - which is generally a good experience. I just wish they had some additional table stakes fleshed out.
What problems is the product solving and how is that benefiting you?
We're solving our customer support and management needs with the Zendesk support suite. Everything from responding to our customers in real time, answering their phone calls, and serving them knowledge and enablement material to succeed with our product. This is our primary omnichannel support solution and one that we've invested quite a bit in developing out to meet our needs.
Recommendations to others considering the product:
Start early and often. If you are a startup, get in on the base package and start creating knowledge and tracking customer contacts. It'll save you and make you time and money.
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