Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Very responsive and easy system to use.
What do you like best about the product?
The team provided specifics surrounding the issue and plans to keep me updated.
What do you dislike about the product?
The amount of time it is taking to actually fix the issue, but this is unrelated to the tech support system.
What problems is the product solving and how is that benefiting you?
Theme issues that sound like others are experiencing. Worried it is something that will take a long time to resolve.
More than 10 years!
What do you like best about the product?
I like the UI. It's so simple and easy to use. Zendesk Talk makes it easy for me to contact be and be contacted by customers. All interactions are documented. The reports are great too.
What do you dislike about the product?
The cost. Would be great if it's cheaper.
What problems is the product solving and how is that benefiting you?
Multi-channel support, I like the reporting and advanced analytics.
Couldn't Perform My Job Without Zendesk Support Suite
What do you like best about the product?
Zendesk allows our business and my team to expand as we continue to grow and add more and more content and process - both internally and externally to our client base. It's a scalable solution that is easy to adapt to internal/external changes.
What do you dislike about the product?
The pricing model can be challenging at times, but the Sales team has been very open and accommodating to our needs.
What problems is the product solving and how is that benefiting you?
We provide all 900+ customers of ours with support across multiple different brands - allowing me full transparency into our customer support. This helps me drive business decisions with regards to the optimization of my team and offering our customers world-class support.
Fast and friendly!
What do you like best about the product?
The ease and how quick it was to get help
What do you dislike about the product?
Nothing about the interaction was unfavorable. :)
What problems is the product solving and how is that benefiting you?
We are solving customer questions, comments, order trouble, and shipping trouble.
simplicity and detail
What do you like best about the product?
easy to automate recurring tasks and ensure that fans receive the right response each time.
What do you dislike about the product?
It would be great to automate recipient emails of form submissions by type - so a specific form a fan fills out is also shared with any external parties automatically.
What problems is the product solving and how is that benefiting you?
We are scaling quite nicely and helping more customers faster than ever before! Automation is key.
Zendesk has helped us greatly improve agent efficiency and reduce overall ticket volumes.
What do you like best about the product?
Our team can't live without easily searchable macros that empower our agents to respond to customer requests in seconds. Automations and triggers also help our agents work quicker and remove manual tasks and follow-ups.
What do you dislike about the product?
I wish features such as round robin auto assigning of tickets weren't something we had to pay as an add-on feature.
Also, automation based on a specific date happening should be an option. At the moment, you can also set automations or triggers based on something that look place before or after a certain date.
Also, automation based on a specific date happening should be an option. At the moment, you can also set automations or triggers based on something that look place before or after a certain date.
What problems is the product solving and how is that benefiting you?
Having templated responses to respond quickly to customers
automatic follow-ups of pending tickets
Keeping track of SLAs and other data
Being able to track tags
automatic follow-ups of pending tickets
Keeping track of SLAs and other data
Being able to track tags
Great product - Intuitive, flexible and great support
What do you like best about the product?
Zendesk Support is easy to use. I can easily make changes to workflows and implement new business rules. The grouping of triggers makes organization of all of our 80+ triggers so much easier. In Explore, I can quickly create a query to measure a specific business question.
What do you dislike about the product?
One thing I dislike is that if our support email is ever on an email to a group of people, that multiple tickets can be created and we have to spend time merging them. It would be nice if there was some intelligence that could prevent this. Also, space for views is very limited. We have to pay for a 3rd party app to be able to see more views (Lovely Views) on screen at one time and can even scroll to see all views. It would be nice to see more and also be able to group views so they can be expanded/collapsed.
What problems is the product solving and how is that benefiting you?
With Zendesk Support, I can have conversations with other members of our IT team in ticket notes and also use Side Conversations to bring in external support. Before this was all managed by email. We have streamlined the email support communication into one place!
Getting answer but not resolution
What do you like best about the product?
We like a resolution to each concern. There are other user who's answering my questions
What do you dislike about the product?
We don't want you always giving us the option of building API
What problems is the product solving and how is that benefiting you?
N/A
Recommendations to others considering the product:
We want to have access to communicate with ZD Developers
Support means Zendesk
What do you like best about the product?
Side Conversation
Macros
Analytics
Agent Dashboard
Macros
Analytics
Agent Dashboard
What do you dislike about the product?
ticket Status if it can be more flexible
Pricing quite expensive
Pricing quite expensive
What problems is the product solving and how is that benefiting you?
Automation, Quality of responses, Flexibility in escalation, easy transition
Recommendations to others considering the product:
Zendesk is the most flexible tool that can help you serve your customers with world-class quality and standards
I am the software engineer who is in charge of zendesk web widgets
What do you like best about the product?
I like the easiness of running the zendesk app.
What do you dislike about the product?
Some UX improvements should take place already.
What problems is the product solving and how is that benefiting you?
I would say we could unify all the claim issue via Zendesk.
Recommendations to others considering the product:
Need to improve the UX
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