Zendesk Suite
ZendeskExternal reviews
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A powerful tool for customer service
What do you like best about the product?
Practicality and automations help to facilitate responses, from the simplest to the most complex, in addition to integrations with various tools, such as Jira.
What do you dislike about the product?
In the beginning, it may seem challenging because of the amount of information, but over time using Zendesk becomes something natural.
What problems is the product solving and how is that benefiting you?
First contact with the client and opening of tickets for development.
Flexible Ticket Holds, Helpful Merging, and Reliable Caller Recognition
What do you like best about the product?
I like being able to place tickets on hold for custom amounts of time. Merging tickets is also helpful. Caller recognition is something we use often. I work on Zendesk every day.
What do you dislike about the product?
Sometimes it can be inelegant/difficult to switch tickets between teams. I often get inbound calls from our main customer service representatives and the ticket will automatically mark as solved when I try to take it on.
What problems is the product solving and how is that benefiting you?
It helps keep all recorded calls in one place - the trancripts help me with clarity when I am reviewing cases.
Helps Me Stay Organized with Customer Requests
What do you like best about the product?
“I like that Zendesk makes it easy to manage customer conversations in one place. The interface is clean, and it helps me respond faster and stay organized.
What do you dislike about the product?
“Some features take a few extra steps, and a few pages load a bit slowly at times.
What problems is the product solving and how is that benefiting you?
“It helps me keep customer conversations organized and makes it easier to respond quickly without missing anything.
Zendesk Simplifies Ticket Tracking, Delegation, and Customer Service Insights
What do you like best about the product?
Zendesk for Customer Services enhances my ability to keep track of new tasks and existing tickets, as well as assign and delegate work. It makes it easier to manage updates, monitor progress, capture feedback, and follow the status of each task through to completion. It also provides various service statistics and customer feedback, which helps me improve customer service. Overall, Zendesk has simplified the traditional way I used to manage tasks and provide support/services to my customers and clients.
What do you dislike about the product?
I’ve never come across anything I dislike about Zendesk for Customer Service, which is why I’d recommend it to anyone looking to manage job requests, work orders, and job rating satisfaction on a daily basis for almost 10 years now. It is easy to implement, integrate into Microsoft 365 and the support from the Zendesk team its second to none - from signing up, billing, security, etc...
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service has improved the way I manage helpdesk tickets in a fast-paced working environment. I can easily prioritize tickets, delegate and escalate them when required, and see which long-running requests are still in progress and where the current hold-ups are. On top of that, I can keep track of how my team is delivering customer service to our users and clients.
Cool, Minimalist UI That’s a Joy to Use
What do you like best about the product?
the fact that it looks cool, minimalist and the user interface
What do you dislike about the product?
I don't know, maybe the reporting side, it can be more easy to use. or understand.
What problems is the product solving and how is that benefiting you?
all type of issues, I was working on customer support, and it is a fast tool. he can solve all the issues a customer is having.
Efficient Support and Great for Customer Suppo
What do you like best about the product?
Well in customer support it’s a very useful tool and managing customer queries becomes much easier because all tickets and emails are streamlined. It also helps in responding faster and more efficiently, which improves the overall customer experience. The interface is quite user-friendly, so even when handling multiple requests. Recently we launched co-pilot in that so that is becoming very helpful to our agents. We use it for email support LOB to reply to our customer and we see the padding feature in that really helps to add opening lines and apologies when required.
What do you dislike about the product?
Sometimes it works so slow or lacks when handling multiple tickets, which affects workflow during busy hours and impact the SLA. Sometimes it does not translate the whole page and that is very time consuming process because we need to use translate it from google then so that increases the AHT of the agent.
What problems is the product solving and how is that benefiting you?
It’s very helpful because we interact directly with customers, and in Zendesk we can clearly see when we are close to breaching the SLA the time turns red, which alerts us immediately. This helps us take quick action, acknowledge delays, and apologize to the customer on time, improving overall communication and customer satisfaction.
Centralized Support with Superior AI and Reporting
What do you like best about the product?
I really like how Zendesk for Customer Service provides a centralized platform to consolidate all the marketplace portal queries in one place. The generative AI service is a favorite of mine because it helps us create multi-level responses based on our knowledge base, addressing customer queries without needing a live agent and prioritizing issues based on severity. I also appreciate the Zendesk Explore feature for reporting purposes, as it offers deep customization with no limits on data analysis. As a manager who has used Zendesk for over 10 years, I can confidently say it has made my work life smoother and more efficient, allowing me to complete hours of work in minutes. The initial setup experience was great, with helpful onboarding support, templates, dashboards, and training which made the process hassle-free.
What do you dislike about the product?
I have raised it earlier as well with Zendesk support, that their Zendesk Talk feature needs improvement in a few areas to help managers have better visibility. In my opinion Zendesk Talk feature lacks to offer below- It does not show for how long an agent is sitting idle with no calls, Improper calls distribution, as sometimes a few agents get comparatively more calls with no reason provided, No real time monitoring is available for Zendesk Talk agents logged in.
What problems is the product solving and how is that benefiting you?
I use Zendesk to centralize customer queries from multiple marketplaces, making the process smooth and efficient. Its generative AI and Explore features help answer queries without live agents and customize dashboards, saving me hours and improving customer service.
Zendesk Automation and Ease of use
What do you like best about the product?
We like the simplicity of submitting a ticket, answering it and tracking purposes.
What do you dislike about the product?
We wish we could do more automation like trigger differently. The admin panel is not as user friendly
What problems is the product solving and how is that benefiting you?
Ensuring all is tracked and accountability. The ease of users to submit tickets is key
Zendesk brings together all the services we need
What do you like best about the product?
Zendesk brings together all the services we need for customer service on a single platform. It also allows integration with other platforms, and while the existing applications in the Zendesk marketplace don't meet all our requirements, they are still useful. Zendesk also allows us to create our own integration applications with detailed and helpful documentation via APIs. Recently, they've developed AI-powered tools that streamline the work of customer care agents, and we're eager to explore them.
What do you dislike about the product?
We've been Zendesk customers since 2013, and the issues that I felt needed addressing at the time have now mostly been resolved or addressed.
We would appreciate a slightly more preferential treatment, given our long-standing customer status, and it's difficult to achieve this.
We would appreciate a slightly more preferential treatment, given our long-standing customer status, and it's difficult to achieve this.
What problems is the product solving and how is that benefiting you?
Zendesk's automated responses help provide instant customer follow-up. The configuration options offered by web widgets, triggers, and automations allow you to create a series of pre-defined responses that initially help customers resolve their issues. Sometimes, it's not necessary to continue the thread with the customer since their problem has been resolved.
Zendesk Keeps All Our Tickets Organized in One Place
What do you like best about the product?
Zendesk help organize all tickets in one place
What do you dislike about the product?
I don’t have any issues with it yet, all works fine for me
What problems is the product solving and how is that benefiting you?
I’ll solving access to one platform to organize resquest by teams and assigned request to the correct person
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