Zendesk Suite
ZendeskExternal reviews
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Zendesk helps us keep our customers and agents happy!
What do you like best about the product?
We're really happy with the integrated email and chat dashboard for our agents (Agent workspace) and the ability to mange useful reporting, automated responses, and Answer Bot resolutions. The SLA functionality also helps agents stay focused with 'top-of-the-bucket' prioritization so they don't have to spend cycles trying to figure out which ticket is most important, or lose track of tickets in the queue.
We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers.
Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process.
The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com.
We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers.
Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process.
The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com.
What do you dislike about the product?
It's clear that Zendesk has been a work in progress over the years, and several modules do not sit tightly with each other. Chat, for example, was developed by Zopim, and it's clear that it's been copied/pasted into the layout. Configuration is especially painful and takes place on two different dashboards. They've consolidated some of the settings configurations, but it still feels cumbersome, and agent permissions management still jumps you back and forth between various configuration menus.
Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing.
Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing.
What problems is the product solving and how is that benefiting you?
We're handling requests originating from a variety of surfaces, web form ticket submission, web widgets in our app including in-app chat, email support, help center. Integrating this into a seamless experience for our agents is top priority as it allows our agents to live in a single environment. This plus the tight integration with the help center for public and internal-facing documentation is critical in assuring our agents have quick access to all of the resources they and our customers may need to be successful.
The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams.
The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams.
Easy and quick support to help with my query
What do you like best about the product?
Jean-Francois was very helpful and speedy with his replies and sent relevant, helpful articles to help in the future. He also followed u
What do you dislike about the product?
finding the live chat wasn't the easiest
What problems is the product solving and how is that benefiting you?
I was getting help with email templates to add branding to them
Quick and Efficient
What do you like best about the product?
I Requested the Zendesk's support by a chat session, very easy and an Agent answered very quickly. The Agent was very professional and handled switfly the case.
Then followed by the chat transcript within a mail converted to a case number very convenient!
Then followed by the chat transcript within a mail converted to a case number very convenient!
What do you dislike about the product?
May be you can upgrade the chat window, like a feature to copy/past an image.
What problems is the product solving and how is that benefiting you?
My issue was related to this topic : Customer emails don't show up in Zendesk
We found out that the caveat was related to our Google Group mail address.
We found out that the caveat was related to our Google Group mail address.
Good tool!
What do you like best about the product?
I think Zendesk Support Suite offers great value to manage your clients' queries, it has many options (many of them you discover as you need them, such as reports).
What do you dislike about the product?
I would improve the FAQ that Zendesk offers, since many times there is too much information and an article refers you to many more additional links that end up losing you, however, we have practically always been able to find answers to the doubts in one way or another.
What problems is the product solving and how is that benefiting you?
It allows us to track important data for our client management, measure times, measure the quality of our service, etc.
Recommendations to others considering the product:
Don't know.
Super Efficient & Friendly
What do you like best about the product?
The interaction with support was seamless, I didn't need to attempt to explain myself at all. The staff just get it.
What do you dislike about the product?
The issue doesn't seem able to resolve despite all the resources provided.
What problems is the product solving and how is that benefiting you?
Literally everything relating to setting up the Support Suite
Zendesquire
What do you like best about the product?
The easily configurable but powerful business rules
What do you dislike about the product?
A few minor features that have needed an update for a little too long (like "received at" info in explore data model)
What problems is the product solving and how is that benefiting you?
Streamlining support options and making self service easy
Support give me is Highly Recommend
What do you like best about the product?
Friendly, easy to talk with and knowledgeable
What do you dislike about the product?
Nothing for now. Excellent service is the one that I always receiving
What problems is the product solving and how is that benefiting you?
Get my report
It's very hard to set up. The live chat CS is very unhelpful.
What do you like best about the product?
I like how custom you can make everything.
What do you dislike about the product?
The UI/UX for the agent is pretty bad. The Zendesk CS team via their live chat is very unhelpful.
What problems is the product solving and how is that benefiting you?
Having one program to respond to sales and support inquiries. Being able to hook in all of our support systems in one place.
Zendesk is a great tool
What do you like best about the product?
I like the ticket dashboard easy to see and respond to tickets
What do you dislike about the product?
It's difficult to set up an external user "helpdesk" portal for viewing tickets.
What problems is the product solving and how is that benefiting you?
They helped me to resolve an email blocking issue. They respond within a day.
Recommendations to others considering the product:
Works great for an IT Helpdesk!
Everything you need. Most of what you want.
What do you like best about the product?
I like the combination of a simple interface with enough backend automation and configuration to create efficient processes
What do you dislike about the product?
I can't tell you how many times I wanted what felt like a basic feature to find that someone asked for it in the forums 4 years ago and then dozens said they also want it but it still doesn't exist. Also, lately the site gets very slow at the end of the work day.
What problems is the product solving and how is that benefiting you?
It's our main ticket system and our KB. We migrated about a year ago and it has been mostly smooth ever since.
Recommendations to others considering the product:
If you don't have an incredibly complex process and have no desire to hire a team to program one, then Zendesk is a good choice. All the config is easy to do. Users find it easy to use. There may be some wishlist items that it won't have but as a general rule, it's missing the nice-to-have things not the need-to-have things. As someone who has used Salesforce in the past I find that I prefer the simplicity of having almost everything I want out of the box instead of having the possibility to have everything I want but never enough developer time to make it a reality.
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