Zendesk Suite
ZendeskExternal reviews
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Decent platform for managing support tickets
What do you like best about the product?
The ability to triage and manage support requests that come in from our users. It allows us to monitor and respond accordingly.
What do you dislike about the product?
It now looks quite dated and being able to create useful reports is clunky.
What problems is the product solving and how is that benefiting you?
We have users that may need technical support with our tools, so we need a way to allow them to contact us but with the ability to manage their issues.
Recommendations to others considering the product:
Almost a must-have if you have users who need to contact a support desk.
Powerful tool with best analytics
What do you like best about the product?
- Ability to pull out any data that you want
- Automation and Triggers feature that allows us automating CS routines
- Ability to guide the agent's decision making in a wide array of scenarios
- A lot of APIs to use to integrate with our backend system
- Automation and Triggers feature that allows us automating CS routines
- Ability to guide the agent's decision making in a wide array of scenarios
- A lot of APIs to use to integrate with our backend system
What do you dislike about the product?
- Inability to fully customize Contact Form with a contextual information
- No chatbot - just an Answer Bot which doesn't really communicate with our customers
- No integration with other Zendesk products (e.g: Zendesk Chat <> Zendesk Support)
- No out-of-box integrations with other products
- Lack of proximity between Zendesk Team and our internal team (they less likely to travel to our KL site)
- No chatbot - just an Answer Bot which doesn't really communicate with our customers
- No integration with other Zendesk products (e.g: Zendesk Chat <> Zendesk Support)
- No out-of-box integrations with other products
- Lack of proximity between Zendesk Team and our internal team (they less likely to travel to our KL site)
What problems is the product solving and how is that benefiting you?
- Data analytic - root cause analysis, SLA tracking
- CS workflow management
- Automating less complex CS contacts
- CS workflow management
- Automating less complex CS contacts
Easy to use platform with great support service
What do you like best about the product?
Their Guide is easy to use, almost instant to update and support multiple languages.
We had them review how we've set up our Zendesk and they were really helpful in helping our team to deep dive into the areas we can improve in CS.
We had them review how we've set up our Zendesk and they were really helpful in helping our team to deep dive into the areas we can improve in CS.
What do you dislike about the product?
The addon services are charged per seat even though not all agents will be using or will even be involved in those services (e.g. Chat, multi=brand). That has been a key issue for us as our team grew.
What problems is the product solving and how is that benefiting you?
Supporting our customers in a convenient platform
Has worked well as our business scaled
What do you like best about the product?
We started using Support when we had just a CS Team of 1...me basically. Now after 5 years, we still use it with 30 Agents, and the platform has remained solid and intuitive. Changes and upgrades have happened but all quite seamless.
What do you dislike about the product?
The problem is possibly more on our side, but the ability to add plug-ins and different things like Macros became a bit over-whelming at one stage and we needed to simplify. So we did, but a suggestion might be for Zendesk to consider simplifying the options.
What problems is the product solving and how is that benefiting you?
Good quality engagement between customers and our own support. Good information at hand.
So far so good
What do you like best about the product?
Integration with zendesk ticketing system
What do you dislike about the product?
better on-site product support in terms of user experience
What problems is the product solving and how is that benefiting you?
customer conversion
Great Communication Tool
What do you like best about the product?
making calls and emails through the program
What do you dislike about the product?
should be able to link tickets to more attributes in Magento
What problems is the product solving and how is that benefiting you?
currently working on implementing the chat feature of the service
Good Chat experience, some integration challenges
What do you like best about the product?
Clean interface, easy to use, Zendesk Chat responds to the needs of the agents managing the chat.
What do you dislike about the product?
The integration with our CRM software presented some challenges because of the large number of IPs that need to be opened for the Zendesk chat client to access the CRM's integration module. The CRM is deployed locally and lives behind a firewall. We eventually had to give up on the integration.
What problems is the product solving and how is that benefiting you?
Instant communication with potential customers is facilitated by the Zendesk chat. Customers get fast answers from online agents. This leads to fewer trivial cases in our case queue as many questions can be answered quickly on chat.
Recommendations to others considering the product:
Analyze your integration requirements carefully.
Rich option based customer tool
What do you like best about the product?
Variety of options and actions are available, which enables the CS Representative to answer query fast.
What do you dislike about the product?
A lot of not required options get bombarded on your screen which at times makes it difficult to work.
What problems is the product solving and how is that benefiting you?
Customer support, creating tickets, generating refunds and process actions.
Zendesk necessary for helpdesks.
What do you like best about the product?
Zendesk makes it easy to sort, assign, and follow through on support requests making your customers happy.
What do you dislike about the product?
Overall great product but unfortunately quite expensive.
What problems is the product solving and how is that benefiting you?
It allows us to keep up in staff/end user requests across multiple campuses.
Recommendations to others considering the product:
Much better than other solutions out there.
Ok, nothing special
What do you like best about the product?
All messages in one platform. You can easily reply to any customer very quickly. The macro system is useful.
What do you dislike about the product?
Search isn’t accurate, and you cannot filter message very well.
What problems is the product solving and how is that benefiting you?
One platform for all message. I can handle every message very quickly.
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