Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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We have partnered with Zendesk for years for good reason!
What do you like best about the product?
What I like best about Zendesk is how powerful of a tool it is and how much control it provides the user.
We utilize a lot of the triggers, automation, and integrations that Zendesk has to offer. The benefit of using Zendesk is that it is also recognized by a vast majority of other software out there, so it is easy to integrate with them.
We utilize a lot of the triggers, automation, and integrations that Zendesk has to offer. The benefit of using Zendesk is that it is also recognized by a vast majority of other software out there, so it is easy to integrate with them.
What do you dislike about the product?
A majority of things in Zendesk work, but the thing I dislike is how in some parts of the reporting system it can be hard to work with tens of thousands of tickets.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of us needing a chat, phone, and ticket system by providing it in an all-in-one platform. Additionally, it has a great way of collecting data amongst the channels and helps us make data-driven decisions.
The only issue that keeps it from highest score is that its not in danish
What do you like best about the product?
that our agents have the support app on there iPhones
What do you dislike about the product?
some dont speak english so missing that all was in danish
What problems is the product solving and how is that benefiting you?
it keeps track of all our agents daily repair jobs
New to Zendesk but it is a very powerful tool
What do you like best about the product?
The ease of ticket creation and customizability to any ticketing system. Our agents use this to assign our tickets with ease based on competency and the fact that Zendesk has an ability to change ticket statuses automatically based on client's response is really good
What do you dislike about the product?
Some things that I would like to see improvements on:-
1. Search functionality in views
2. Bulk deletion of Organizations
3. Ability of contributors to see new tickets since our account managers are added as contributors and they should be able to see new tickets that are raised for their clients
1. Search functionality in views
2. Bulk deletion of Organizations
3. Ability of contributors to see new tickets since our account managers are added as contributors and they should be able to see new tickets that are raised for their clients
What problems is the product solving and how is that benefiting you?
Zendesk has helped our customer success team to interact directly with clients hence saving time for Account Managers to do what they do best, build businesses. Too soon to say if the performance has increased since we were used to Trello but I feel we are headed in the right direction
EXTREMELY HELPFUL
What do you like best about the product?
Every time I have reached out for assistance, I receive it in a timely and super helpful fashion
What do you dislike about the product?
I think that the live talk could have been better
What problems is the product solving and how is that benefiting you?
IVR support and dashboard assistance
Great CRM so far
What do you like best about the product?
Flexible and low code. A bunch of triggers and automation are available to admins without involving the engineering team. Keeps all your support interactions nicely organized in one place
What do you dislike about the product?
Can't create a proper nice company signature like you'd have on gmail for example. The is no designated account manager for Support suite - can feel a bit lost especially during set-up
What problems is the product solving and how is that benefiting you?
Been using different providers for email, chat and phone - now it's all in one place. Easy automation. Good reporting and self-serve options for our customers.
Very intuitive...
What do you like best about the product?
I've only been using ZenDesk for a few weeks, but I find it very intuitive, with many options.
What do you dislike about the product?
All the options can be overwhelming at first, especially when you don't have much time to play with all the settings etc.
What problems is the product solving and how is that benefiting you?
ZenDesk Support assisted with my Outlook email receiving too many notifications from ticket updates & edits.
Zendesk Support Suite is very good
What do you like best about the product?
All Zendesk products are linked together and easy to use
What do you dislike about the product?
It's difficult sometimes to check all agent's accesses, because we need to open Guide, Chat and check access there as well as in Support Admin page
What problems is the product solving and how is that benefiting you?
It allows to use all products and make our commumication with customers easier, omnichannel resolve a lot of routing issues
Enhancing the support services we offer
What do you like best about the product?
Zendesk allows us to streamline the support service we can offer to customers. It allows us to see what tickets are raised by customers and allows the team to work together on solving these quickly and efficiently. The integrations with Microsoft Visual Studio helps us work with other teams in the business. We can also offer omnichannel support services using the guide features. One big advantage is the use of macros to reduce the time it takes to answer most frequently asked questions.
What do you dislike about the product?
There could be more customisable options. We would like to see macros become available when using the chatbot and the new messaging tool could be more customisable. Integrations could also be improved to provide more options, especially with visual studio.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite allows us to set up automation which in turn will enable us to provide out-of-hours support to customers by alerting on-call engineers. The satisfaction functionality allows us to monitor and improve the service we provide to customers.
Best existing CRM in the market
What do you like best about the product?
Integration of triggers, automations, and email responses
What do you dislike about the product?
Explore Insights require a heavy amount of trial and error, no easy integration of tags and insights into agent tickets view
What problems is the product solving and how is that benefiting you?
Customer support via email, we are able to identify issues in our Help Center, bugs in the product, and to a degree measure user sentiment
Pretty good
What do you like best about the product?
Ease of use and navigation, connectivity
What do you dislike about the product?
Chat bot only doing translation and doesn't support multiple languages
What problems is the product solving and how is that benefiting you?
Connection with our customers
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