Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Has been very helpful and diligent on following up with my issues.
What do you like best about the product?
Has been very helpful and diligent on following up with my issues.
What do you dislike about the product?
Chat feature is not available for the most part.
What problems is the product solving and how is that benefiting you?
I'm having trouble in Report Generation through the Dashboard which was previously created by my colleague and is not currently showing any data. Still awaiting a response.
7 year user, still love the product
What do you like best about the product?
The most helpful feature in our Zendesk instance is the ability to create custom rules to add functionality specific to our use cases. For example we use a feature we call "boomerang" to automatically re-open tickets that have been in the "On Hold" state for 7 days.
We've also implemented a "handoff" view so that you can flag tickets that require assistance from colleagues or to ensure visibility while out of the office.
We've also implemented a "handoff" view so that you can flag tickets that require assistance from colleagues or to ensure visibility while out of the office.
What do you dislike about the product?
There isn't really anything to dislike about our set up, but a cool feature would be to improve collaboration. For example if multiple users could work on a draft response at the same time (think Google Docs style). There are some other features that would be great for collaboration, but the flexibility of custom views and rules make it easy enough to fill that gap. In the field below I've mentioned some of the custom workflows we have implemented to better collaborate on tickets.
What problems is the product solving and how is that benefiting you?
Our main usage of Zendesk is to provide end user support. Even though we only have 2 users, there's a clear use case over direct email in terms of collaboration and hand off for holiday/sick coverage. Monthly reports allow us to track customer engagement and highlight when there's a need to proactively get ahead of a dire situation.
Erwin in Zendesk support is great!
What do you like best about the product?
Erwin listened to my questions and provided helpful information and relevant articles that would help me solve the issue I am running into.
What do you dislike about the product?
Nothing, for a chat, it was terrific. It's always preferable to get on the phone with someone when discussing particular needs, but in this case, the chat function worked well.
What problems is the product solving and how is that benefiting you?
I am looking to integrate a newly created Help Center guide into our web widget/chat
Quick and Accurate response
What do you like best about the product?
Very quick and accurate response that helped me figure out the problem.
What do you dislike about the product?
Nothing. I was number 9 in line and it only took about 10 minutes to receive a response.
What problems is the product solving and how is that benefiting you?
I was solving a problem in regards to agent type.
Very quick response and resolution to my login issue
What do you like best about the product?
Easy to use interface. Easy to collaborate with coworkers.
What do you dislike about the product?
Nothing stands out as a negative. I've used it at two different companies and have had a wonderful experience at both.
What problems is the product solving and how is that benefiting you?
I am handling internal and external support issues. ZD makes it easy to collaborate with coworkers and reference past issues.
Emman was great!
What do you like best about the product?
Very easy to use, friendly and professional agents
What do you dislike about the product?
Nothing - using Zendesk suite is sweet to use!
What problems is the product solving and how is that benefiting you?
Extension problem that Emman promptly solved.
Zendesk support
What do you like best about the product?
I like getting timely, relevant responses to my support questions.
What do you dislike about the product?
The least helpful thing is looking up an issue posted on the community and there hasn't been a response provided, whether to my question or anyone else's.
What problems is the product solving and how is that benefiting you?
Zendesk help me provide support to my customers. Having a Knowledge Base that you can tie articles directly to your response to the client is great.
Use it for work
What do you like best about the product?
Ticket assigning system, very easy to organize tickets
What do you dislike about the product?
Having to log in every 30 days, makes it harder to work with
What problems is the product solving and how is that benefiting you?
ZenDesk helps us organize customer requests, improvement suggestions, and issues. Easy to share information between different parts of our company
A good move forwards
What do you like best about the product?
Easy access to tickets and other support information wherever I an
What do you dislike about the product?
Lacking some features once you start to want to do more.
What problems is the product solving and how is that benefiting you?
We made the move to omnichannel support practices thanks to Zendesk
We have way more visibility of our support operation.
We have way more visibility of our support operation.
Very helpful support
What do you like best about the product?
The agent was very helpful through all aspects of the very long chat. I had a lot of questions, since I am switching over to ZenDesk from another provider, and I wanted to make sure that everything was done the right way. The agent answered all of my questions and made me feel confident that the setup could be easily done by me.
What do you dislike about the product?
In the beginning of the chat, the agent's internet was unstable, and I was waiting 5+ minutes for a response to my questions. One other thing I didn't like has nothing to do with the agent, but the fact that ZenDesk doesn't support one of the features that I want. It's not a deal-breaker, but it was disappointing.
What problems is the product solving and how is that benefiting you?
Setting up a new account, with porting numbers over, setting up groups, and establishing the link we'd need to put on our website to enable livechat. The livechat is one of the biggest bonuses, that and the ability to keep notes (tickets) on customers so that when they call in, the agent can see the past interactions. Also, the automatic recording of calls that sits right on the ticket to listen to. That's huge. In our old system, it's a process to listen to recorded calls.
Recommendations to others considering the product:
The setup may seem overwhelming or daunting at first, but it really is almost plug and play. You don't need any additonal downloads or apps, just go to the website, log in, and you're ready to take calls. That's a big advantage over some of ZenDesk's competitors out there. Also, you really can't beat the price. For my organization, we're saving a bunch by switching.
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