Zendesk Suite
ZendeskExternal reviews
6,666 reviews
from
and
External reviews are not included in the AWS star rating for the product.
zen desk review
What do you like best about the product?
I thought the user interface was super easy to use and well thought out. very robust plateform.
What do you dislike about the product?
I don’t like the way the software hasn’t been updated that much recently.
What problems is the product solving and how is that benefiting you?
we used it for IT service management and tickets
Zendesk review
What do you like best about the product?
This is a great customer support software. The flexibility and scaling to meet the needs of larger and smaller companies is great
What do you dislike about the product?
I don’t like the user interface as it was a little too simple and not enough options on screen
What problems is the product solving and how is that benefiting you?
We used this for our support and live chat for IT
Intuitive help support desk
What do you like best about the product?
The UI is very intuitive and the customer can easily log any support queries through Zendesk
What do you dislike about the product?
Not much. The responsiveness in a mobile can be a little fast though.
What problems is the product solving and how is that benefiting you?
Customer self service
Recommendations to others considering the product:
Keep going
Simple yes effective
What do you like best about the product?
It makes gathering the metrics for individual teams very simple and intuitive. I like how easy it was to pick up the program and how easy it is to master and manipulate to your teams individual needs.
What do you dislike about the product?
Realtime metrics are hard to pull and we have noticed a disconnect in the data and then the poll that we manually pull from the live queue. AHT is hard to pull and the report breaks sometimes but otherwise a smooth application
What problems is the product solving and how is that benefiting you?
Monitoring and driving agents to meet metrics and feel our eyes on them at all times so that they give their best to the queue and are more productive.
Creating Tickets from Intercom
What do you like best about the product?
The interface is easy to use. Tickets are easily tracked and communication is seamless.
What do you dislike about the product?
Reporting is challenging. It shouldn't be so hard.
What problems is the product solving and how is that benefiting you?
Creating support tickets from Intercom to track items to completion.
Easy to use. Easy to manage. Sometime need more time.
What do you like best about the product?
The convenience. Very easy to use. You do jot need to care about other things
What do you dislike about the product?
Time costly sometimes. You need to check by ur self
What problems is the product solving and how is that benefiting you?
It problem. Laptop set up. Authority issues.
I LOVE ZENDESK EXPLORE!!!
What do you like best about the product?
I like that Zendesk Explore is the only tool that I need to satisfy customers.
What do you dislike about the product?
I do not dislike anything about this product. I think that it's 100% excellent and efficient. I f there's anything in the future, I will let you know.
What problems is the product solving and how is that benefiting you?
I am helping customer solve problems and making sure they're satisfied. I think customers also like the service that we provide and Zendesk makes that possible.
Recommendations to others considering the product:
I would definitely recommend Zendesk Explore to others.
Helpful for scaling, but makes most things more complex than they need to be
What do you like best about the product?
I like that we can use integrations like FactBranch to pull up relevant customer info and make it faster & easier to respond to customer inquiries. Also, it's good to have everything in one place (talk and support)
What do you dislike about the product?
We switched over to Zendesk from HelpScout, and found that Zendesk was for more complicated to use. Tagging and pulling reports is not as simple and easy to use as HelpScout, though Zendesk does offer more complex reporting.
What problems is the product solving and how is that benefiting you?
We use Zendesk to provide customer support. We also use Zendesk Explore to get insights into our customers and see trends in the data through tagging. We use these insights to drive our product development
Recommendations to others considering the product:
HelpScout
It's Almost There
What do you like best about the product?
I like that i can document all of my interactions and add a variety of tags for future searches and analysis.
What do you dislike about the product?
I wish I could search by an established tag. Right now if I type the name of a procedure location, the results include any instance where any of the words appear. Way too many results to sift through.
What problems is the product solving and how is that benefiting you?
We are documenting the results of outbound calls during specific campaigns. We can add a tag to help sort later. This has helped with decision making and future training opportunities.
Recommendations to others considering the product:
Don't create too many tags. There is a tendency to over label, but sometimes more is just more, not better.
Easy setup
What do you like best about the product?
I love how easy it is to integrate with other products, Ticket flow is not rocket science and is very easy for any technical person to pick up, like the ability to customize forms, love the ability to create macros and build triggers/automations based off of those.
What do you dislike about the product?
Really expensive for basic things and strange pricing schemes (ex: upgraded kb is billed per head not based on page views). Reporting is really lacking, especially coming from a powerhouse tool like Salesforce. Integration with GoodData is ok but the reporting conflicts constantly and it is hard to get accurate numbers.
What problems is the product solving and how is that benefiting you?
We've been able to seamlessly integrate our website to support tickets and are able to accurately track issues with the jira plugins. Agents have optimized workflows thanks to the usage of macros.
Recommendations to others considering the product:
Be prepared to fight with GoodData reporting in order to get what you need out of it. Would highly recommend exporting data to a third party like tableau or looker.
showing 5,181 - 5,190