Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Easy, user friendly
What do you like best about the product?
It's easy to use and extremely user friendly. I like all the agent options like macros, triggers and automations.
What do you dislike about the product?
I wish things were more intuitive. Better roadmapping and updating features and tools.
What problems is the product solving and how is that benefiting you?
Customer service for internal and external customers. It allows us different brands that segments our support which benefits us.
Loving ZD Admin - but wishing for more tools to search content
What do you like best about the product?
I love the ease and intuitive-ness of being able to create triggers and automation that are customized to our team and the way we actually work. We can make the tool work for our team rather than shifting the way we work to accommodate the standard way tickets are set up to flow into the queue.
What do you dislike about the product?
Not being able to search within macro content. For example, if there's a phone number that's mentioned in 25 different macros and that phone number changes at some point, I want a clear way to search all macros for that phone number to easily be able to update the info.
What problems is the product solving and how is that benefiting you?
It seems that ZD is planning to bring in more AI which is fantastic because the more we can automate things and deflect common/simple questions from users, the more we can have our support agents spend their time solving more complex problems.
Zendesk suite support reciew
What do you like best about the product?
I like the additional features that are in the Zendesk Support Suite.
What do you dislike about the product?
As new features come sometimes they take away features that were useful to us
What problems is the product solving and how is that benefiting you?
Good customer service platform with omnichannel routing
A Great Support Product
What do you like best about the product?
This is s great product. What I like the most are the dashboards. They do tell us a lot and make reporting a lot easier. The AI powered answers are good too and combined with automatic ticket creation saves us a lot of time.
What do you dislike about the product?
I cannot think of anything to dislike. Maybe there are too many options and plans, but this may be a good thing since you should only pay for what you use.
What problems is the product solving and how is that benefiting you?
It is saving us a lot of time. The automation gives us more time to fo more important tasks. The dashboards make us more productive.
Streamlining our support into one place
What do you like best about the product?
I like the capability to customize how things route, how they're tagged, fields, etc. We use it for a lot of different clientele types so it's very helpful
What do you dislike about the product?
There are some limitations to how we can provide our support form to guests or clients
What problems is the product solving and how is that benefiting you?
We receive support requests from a lot of different client types so it helps us keep them all in one place and organized. It also allows us to have visibility into conversations.
Zendesk for Customer service interactions & requests
What do you like best about the product?
A great option to keep our Customer sample requests organized. Tools are great and we hace a number of ootions to personalize certain apsects of our Customer interactions
What do you dislike about the product?
The Only thing I find a bit difficil in the control options It has a lot if options andnote very user frendly for a normal person (not a techo person) also you can Only Select 100 tickets at a Time would like to Select more
What problems is the product solving and how is that benefiting you?
Would like to Select over 100 tickets at a Time. Somethimes for some reason the same ticket interactions creates diferente tickets when It should Only keep the onw ticket #
Excellent Product, Requires Extra Care
What do you like best about the product?
It's easy for agents to use and has a vast amount of options for customization.
What do you dislike about the product?
There are too many things that require coding/web hooks/targets instead of being baked into the normal trigger/automations options.
What problems is the product solving and how is that benefiting you?
We're using ZD as an option for support for entire organization and several departments. Nice for all to be in one place.
The whole package
What do you like best about the product?
I like that phones, chat, and email can all be answers in one place! I also appreciate the reporting and custom reports that we can create!
What do you dislike about the product?
I think the interface could use an update. It's kind of outdated.
What problems is the product solving and how is that benefiting you?
Zen desk support is allowing educators and district admin to reach out to us with their varrying issues.
Overall good experience but missing that intuitive usage
What do you like best about the product?
Regroup all of the customers request in one place.
What do you dislike about the product?
It's frustrating creating the chatbot. Very difficult too understand
What problems is the product solving and how is that benefiting you?
Responding to clients
Zendesk truly is Zen
What do you like best about the product?
Zendesk has a very simple layout, one that is easy to pick up on and learn when first starting. The emojis & font used are quite clear. Zendesk also integrates programs like Playvox & 10to8 well.
What do you dislike about the product?
I wish Zendesk has a stronger ability to narrow searches when seeking specific tickets or customers. Occasionally I struggle to narrow down my search to help me access exactly what I'm looking for. I also wish I could preview more of a ticket than what currently shows.
What problems is the product solving and how is that benefiting you?
Zendesk allows me to speak directly with customers via Email, Chat & Call. Zendesk helps me organize each ticket by narrowing down the fields on the left-hand side, aiding in simple ticket searches. Zendesk also integrates with Playvox for easy reference to my daily schedule.
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