Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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Zendesk is a game changer for customer service teams of all sizes!
What do you like best about the product?
Ease of use, improvements that have been made (like new agent workspace) are helpful and built with both customers and agents in mind. Much easier to follow things up than a regular outlook inbox.
What do you dislike about the product?
Would really love an accessible reporting feature that concisely shows agents average time spent on an individual reply to a ticket (i.e not the ticket as a whole)
What problems is the product solving and how is that benefiting you?
I wouldn't say there have been large problems but they have made changes that streamline the use of Zendesk by agents and made it better. i.e small things like clicking an email address in ticket view to copy it for pasting, over time saves a lot of time
Awesome support tool
What do you like best about the product?
I can reach out to the support team at any time and get an answer right away. Plus, the support team is knowledgeable and efficient - can easily respond to your questions! The platform is easy to use and understand. I think the changes to the platform is moving in the right direction.
What do you dislike about the product?
Product feedback seems a little backward and some issues bugs on the platform are deprioritized and can take months to be fixed. Issues and bugs that are not in priority will just be closed and you won't hear back from them. You would have to insist to keep your tickets open and even then, you won't hear back until it's resolved and lost forever.
What problems is the product solving and how is that benefiting you?
Customer interactions are becoming much easier. You can reach out to your customers wherever they are.
Thrilled with the support received
What do you like best about the product?
The way, agent handled the situation and tried understanding the concern
What do you dislike about the product?
Nothing much! Really nothing that i didn't like.
What problems is the product solving and how is that benefiting you?
We couldn't view few tickets.. it was well explained that they never generated in the system
Straight to resolution!
What do you like best about the product?
The immediate report received after the bot sent my request
What do you dislike about the product?
I thought having the bot send my requests was silly but it worked out quickly either way, I was able to get the quick resolution that I needed without having to wait for an extended amount of time.
What problems is the product solving and how is that benefiting you?
Helped me resolve an issue regrading my permissions/views
A team transformation Out of The Blox
What do you like best about the product?
With some very simple triggers and automations, its easy to create a system of action that drives all tickets towards resolution. The plethora of integrations available add business intelligence power ups.
What do you dislike about the product?
There are some strange gaps in features, like the ability to configure events or create views around a ticket "follower". Ticket types are restricted to 4 default values.
What problems is the product solving and how is that benefiting you?
It greatly improves the consistency of the customer journey and reduces the amount of backlog compared to the previous solution we used.
Easy to use and great support!
What do you like best about the product?
Simple search functionality and easy to maintain Knowledge Base / Help Center
What do you dislike about the product?
No dislikes. It's working well for us. Thank you!
What problems is the product solving and how is that benefiting you?
Search function wasn't ranking results properly. It has been resolved and is working properly now.
Zendesk support rocks!
What do you like best about the product?
On-call support, like support's chat feature is personally my favorite. Being able to quickly get help without having to leave the platform or switch to email is amazing.
What do you dislike about the product?
There's nothing at the moment that I dislike. If I had to choose something, I would prefer there be more hands-on support actions, rather than a push to have clients solve issues themselves using the Help Articles.
What problems is the product solving and how is that benefiting you?
The Zendesk support suite solves real time platform issues like problems with triggers, suspended tickets, sorting issues, etc. General maintenance and platform usage
Zendesk as your company's 5 stared CRM
What do you like best about the product?
Wide opportunities of automation, very smart and solid solution. Special programs for startups and trial period to test-drive the solution without any commitments.
What do you dislike about the product?
The solution is very well developed and that's why it requires some time to learn about all the features, triggers, automation etc.
What problems is the product solving and how is that benefiting you?
Zendesk is your company's enterprise-class CRM system!
The most powerful and feature rich support solution on a similar level to Freshdesk.
What do you like best about the product?
A lot of possibilities for supporting customers. Also automating things to prevent manual support.
What do you dislike about the product?
A huge amount of easy and small feature request are waiting since years in the community. Easy to fix but Zendesk is only focussing on new products they charge again for. Basically giving the look of Zendesk being greedy while already having huge prices while especially the more expensive plans additional functions do not really justify the often doubled prices.
What problems is the product solving and how is that benefiting you?
Providing a solution for customer support that can help fixing customers problems while also being able to save time because of automations.
Outstanding application, easy to configure and even easier to use!!! 5 Stars!!!!
What do you like best about the product?
Ease of use, Zendesk does more for me automatically than I could have ever imagined and the configuration was sooooooo simple and easy.
What do you dislike about the product?
Light agent roles only allow for internal comments. If they submit request via email as an end user it does not append the comments or email as a public reply.
What problems is the product solving and how is that benefiting you?
Zendesk is providing me reporting and the ability to escallate while keeping the same ticket and form available. It allows multiple different departments to input and track tickets worked by the support staff.
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