Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Market leaders for a Reason
What do you like best about the product?
If it was only for the tech, we would still have an amazing product empowering the ecosystem of buyers and sellers that interact with us. However zendesks commitment to community, being invert quick to adapt to market information and hosting (actually informative) events are what draw me to the whole solution.
What do you dislike about the product?
Not much to say here. Whoever has used it, found value with it has been able to successfully raise tickets and get those developments under way.
What problems is the product solving and how is that benefiting you?
Automations, workflows and task management for my CS team. Makes most of our work task based and trackable.
Friendly ticket platform for Contact Center in the front line
What do you like best about the product?
The intuative functions for all agents working in the platform together with a fantastic knowledge base. Getting started with the product is very simple.
What do you dislike about the product?
When you need to build more complex triggers as an administrator you are some times not able to continue due to some vital attributes/settings missing
What problems is the product solving and how is that benefiting you?
Due to its intuitive way of working it is very easy for agents to get a grasp about what the case is about.
Zendesk Help company Change
What do you like best about the product?
Can help me handling customer support operation easily with minimun cost. Get data analysis easily.
What do you dislike about the product?
Sometime it cannot read what I need. Minimun selection go to my question
What problems is the product solving and how is that benefiting you?
I am still new to zendesk support and still not yet receive any problem on it. In terms of benefit, it can minimize cost in some supporting department.
Smooth and streamlined email process usage
What do you like best about the product?
It has everything I need, including the translate option with the recent update! The macro is also useful; everything you need to respond to the customer is already available per ticket.
What do you dislike about the product?
I don't like that some tickets cant be merged to others.
What problems is the product solving and how is that benefiting you?
It helps in ticket management for me. I can easily see which tickets needs tobe responded and which do not. I enjoyed using Zendesk more than the other software we used before.
Great for streamlining operations
What do you like best about the product?
Great with streamlining our business communications and agent productivity and reporting.
What do you dislike about the product?
Generating reports still needs tobe more user friendly
What problems is the product solving and how is that benefiting you?
Communication with all users
Zendesk helps efficient
What do you like best about the product?
I like that it puts all of the customers interactions into the one place and offers apps within Zendesk to assist with work flow
What do you dislike about the product?
I dislike that internal notes within a ticket cannot be edited
What problems is the product solving and how is that benefiting you?
Zendesk allows the team to use apps which have been very beneficial for productivity and work flow
12 months in, going great
What do you like best about the product?
We have been using Zendesk for almost 12 months, the features are great. Really appreciate anytime we have questions the support team is there to help quickly through their chat feature.
What do you dislike about the product?
I find creating reports can be difficult as there are many features and no tutorial. It could also bebfit zendesk to create tutorials on how to use some admin features such as forms, triggers and automations.
What problems is the product solving and how is that benefiting you?
We originally opted to use Zendesk as they have a Live Chat and ticketing system within the same platform. We are still waiting however for Apple Business Chat to be available.
AI Driven Support
What do you like best about the product?
The conversational support featured that I saw in a recent demo is amazing. The support user is able to intercept a chatbot started conversation and then personally guide the user.
What do you dislike about the product?
No really much. Would love to understand more about SLA
What problems is the product solving and how is that benefiting you?
Automate business processes and offload support personnel for complex issues. Avoid spending resources on standard support issues
Easy to use and helpful way to organize customer support
What do you like best about the product?
The most helpful thing is the ability to create custome views and track all the data that comes in. The access to reports and tagged info is very valuable for internal reporting.
What do you dislike about the product?
There are occasional outages and limited functions (like the ability to forward emails). It can also be complex to understand and administer.
What problems is the product solving and how is that benefiting you?
It allows us to respond to tickets as a team and share an inbox
Customer Experience at Next level
What do you like best about the product?
It helps in improving the efficiency and provides a unified work space increasing the customer satisfaction.Indirectly influences the business with streamlined operations
What do you dislike about the product?
I feel it has all new features including artificial intelligence which further increases both the customer and employee experience takes it a notch level further up
What problems is the product solving and how is that benefiting you?
It helped in controlling the incident volumes At the same time we were able to understand the problem statement which caused this abd we worked out solutions to resolve the issues.Resolution on customer cimolaints
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