Zendesk Suite
ZendeskExternal reviews
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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.
The collaboration works perfectly!
What do you like best about the product?
The collaboration has worked perfectly all the time. We get support and help whenever we need it and best of all, chatbot has made our work easier and customers get help with their questions more efficiently.
What do you dislike about the product?
There´s nothing I dislike at this point. :)
What problems is the product solving and how is that benefiting you?
With the help of automation we can answer frequently asked questions and we can also collect the necessary preliminary data in the most challenging situations. Our customer service has more time to perform more demanding tasks.
Call center, chat, email and social media messaging all together
What do you like best about the product?
Zendesk offers most the top ways to engage high-value leads as they visit our website. When customers access live chat support directly from the website they are more likely to get interested with our products and services.
It integrates well with Facebook and Twitter allowing us to follow our customers and engage them in their favorite apps
It integrates well with Facebook and Twitter allowing us to follow our customers and engage them in their favorite apps
What do you dislike about the product?
The sidebar limits the number of tickets we can breakdown but that is just a minor issue.
What problems is the product solving and how is that benefiting you?
Filtering conversations to focus on what most important as well as classify tickets for archiving purposes and tracking.
Monitoring of events and website traffic to better understand what the customers need.
Assigning tickets to the right agent depending on workload and skills.
Monitoring of events and website traffic to better understand what the customers need.
Assigning tickets to the right agent depending on workload and skills.
Recommendations to others considering the product:
All customer interactions from every channel are under one interface. It features reports on customer satisfaction ratings and agent performance reports for deeper understanding of how the customer support is performing. Customers experience quality conversations that are far more powerful than sending numerous emails.
Great Support team. Very helpful, polite, and quick to respond
What do you like best about the product?
The support team was very polite and helpful. Rusty was my support agent. He was helping me solve an issue that was not necessarily a Zendesk issue. At first we worked through the basic troubleshooting, and when that did not work, he continued to provide me with other instructions. He stuck with me the whole time (about an hour or two). Once we figured out that the problem was the phone of the agent on our team, he worked me through a few things I could do to make the phone possibly work. He was very helpful and responded quickly, and was patient when I needed time for a response.
What do you dislike about the product?
I do not like how customer support agents cannot see your past conversations with other support agents. This would be helful because you would not have to re-explain your situation. Also, I wish the bots would transfer you to a real assistant instead of referring to articles that may "match" with your question. I asked the bot for a human assistant and it was unable to connect me with one.
What problems is the product solving and how is that benefiting you?
It is our entire ticket system for our company. It is vital to our company, as it is crutial to our support team and our members. Members create tickets and our Health assistants are able communicate with our members in a very secure and private way.
Organized ticketing system
What do you like best about the product?
Tags are very helpful for resolving tickets as well as organizing for triaging to different teams
What do you dislike about the product?
Zendesk Talk data is more challenging to maneuver on Zendesk Explore. There are also limitations to the triggers that prevent more automated triaging
What problems is the product solving and how is that benefiting you?
ZD Support allows us to categorize tickets and analyze ticket data effectively.
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.
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