Zendesk Suite
ZendeskExternal reviews
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Seamless functionality
What do you like best about the product?
Zendesk has an integration option to your company's CRM, meaning all of your tickets will be automatically logged into customer profiles rather than manually inputting them in the system.
The construction of the dashboard is neatly organized and easy to explore, even by newcomers. Great feature of dividing client inquiries by language groups makes task distribution between support agents easy to handle. Tickets have the option of both internal and public messages all on the same page so that you can review cases within teams first before providing a final response which is great as you don't have to involve external inboxes.
If your organization has multi brands, Zendesk has this covered, and each ticket can be responded to by a designated email address for each brand with a simple click. The footer of your responses can be different for all of your brands. Zendesk has a great search option that has all the filters you would need to cut down your results to exact.
If you have daily KPI reporting procedures, you have the option to extract your inbox as an excel file sent to your email.
Another great feature (one of my favorites) is that Zendesk provides you with a guide center that you can customize with themes and implement your FAQ page on it. If you are looking to receive community responses on your page articles, this is also possible (toggle on and off option).
Each agent has a page (under their name) with tickets assigned to them as well as tickets they have responded to, so from a management perspective this is very useful. Zendesk does have a support chatbot, but you can easily connect to an actual support agent if needed, and this is great as nowadays in many companies, this is very rare to find as most of them avoid it.
Let's not forget you can combine it with your external chat service providers so that whilst your team is offline, tickets are automatically created by customer inquiries submitted through chat.
The construction of the dashboard is neatly organized and easy to explore, even by newcomers. Great feature of dividing client inquiries by language groups makes task distribution between support agents easy to handle. Tickets have the option of both internal and public messages all on the same page so that you can review cases within teams first before providing a final response which is great as you don't have to involve external inboxes.
If your organization has multi brands, Zendesk has this covered, and each ticket can be responded to by a designated email address for each brand with a simple click. The footer of your responses can be different for all of your brands. Zendesk has a great search option that has all the filters you would need to cut down your results to exact.
If you have daily KPI reporting procedures, you have the option to extract your inbox as an excel file sent to your email.
Another great feature (one of my favorites) is that Zendesk provides you with a guide center that you can customize with themes and implement your FAQ page on it. If you are looking to receive community responses on your page articles, this is also possible (toggle on and off option).
Each agent has a page (under their name) with tickets assigned to them as well as tickets they have responded to, so from a management perspective this is very useful. Zendesk does have a support chatbot, but you can easily connect to an actual support agent if needed, and this is great as nowadays in many companies, this is very rare to find as most of them avoid it.
Let's not forget you can combine it with your external chat service providers so that whilst your team is offline, tickets are automatically created by customer inquiries submitted through chat.
What do you dislike about the product?
As a user of 5+ years, I have not encountered minuses yet.
What problems is the product solving and how is that benefiting you?
Managing all customer inquiries as well as internal team communication within one place saves a lot of time and effort. Having your Zendesk integrated to your CRM allows you to just respond to the customer and not worry about recording the communication each time in the customer profile yourself. Although not personally used by our company as not required, Zendesk also provides you with a Whatsapp API allowing you to use services you need with an already trusted provider, and of course this means better in terms of costs as it would be a part of your package.
Zendesk Support was there to help!
What do you like best about the product?
The chat function is unmatched! So quick and easy to use.
What do you dislike about the product?
Absolutely nothing at all! Everything is amazing.
What problems is the product solving and how is that benefiting you?
They helped me solve an issue of emails not being received. It was quick and easy!
Complete tool for CX support
What do you like best about the product?
The most important thing is the ability to manage and organize a huge amount of information in addition to providing a totally transparent experience for customers.
What do you dislike about the product?
The tool has some configuration limitations, for example, it is not possible to add a column with the requester's email in the ticket display. Also, in the display rule selection, it is only possible to add 6 keywords.
What problems is the product solving and how is that benefiting you?
It allows us to centralize all our clients' communications on a single platform that can be accessed by all collaborators and consulted over time, allowing to have traceability of all the attentions of a client.
One-stop shop for all things Support Services!
What do you like best about the product?
Zendesk Support Suit simplifies building a customer support framework with all the necessary tools needed to launch your support services. From real-time chat, email, and ticket-based support, to analytics!
What do you dislike about the product?
There isn't something that I particularly dislike. However, automation and triggers can be more intuitive. I feel that the interface for this could be better as well. If you could make it look something like Zapier, make it look more dynamic, the better.
What problems is the product solving and how is that benefiting you?
Organizing tickets, prioritizing issues and queries and having a workflow that involves multiple departments. Reporting and assessment of team's performance is also something we are constantly looking to dive into and Explore's features are robust enough for us to look at every aspect of our performance that matters to the company.
Zendesk is by far the best support ticketing system I have used in my 22 years of working in support
What do you like best about the product?
All areas:
- Support
- Chat - which we integrated into our online products
- Guide - which we use as our support portal
- Explore - for all our reporting needs
- Support
- Chat - which we integrated into our online products
- Guide - which we use as our support portal
- Explore - for all our reporting needs
What do you dislike about the product?
Licencing - if you need for only some of your agents to have access to a certain area, you can purchase a fewer number of licenses for that area that your overall number of licenses. For instance, WhatsApp messaging, we have 85 agents, but only 20 would use whatsapp messaging, you can't buy 20 licenses, you have to buy 85. This is the same for all "modules" in Zendesk
What problems is the product solving and how is that benefiting you?
We use Zendesk to log our customers support tickets regarding our software. It allows us to have tickets logged via phone / email / chat and then follow up on any of those channels.
User Friendly Ticketing System
What do you like best about the product?
Zendesk is the most intuitive ticketing system I've used as an agent. From an End User perspective, it can provide a similar experience as other suites, but from an agent and admin side, it is very user friendly and intuitive to navigate and configure. For agents that don't utilize Zendesk often, it's very easy to pick back up versus relearning every time you login. Macros are also a game changer for frequent users.
What do you dislike about the product?
Certain functionality is not possible or is difficult to configure, even by Zendesk experts. Importing lists of information for drop downs, integrations with other systems, etc. Functionality that comes standard through other systems is custom or not possible with Zendesk. However, the pros have outweighed the cons.
What problems is the product solving and how is that benefiting you?
Zendesk supports our employee population and new hires. It provides a means of communication and problem-solving that is fast, easy, accessible and efficient for everyone.
Out of the box ready solution for ticketing
What do you like best about the product?
Great customer support, Easy to get started!
What do you dislike about the product?
wish there was a way to have direct extensions and a directory with IVR
What problems is the product solving and how is that benefiting you?
Easy ticketing solution and automation allowing us to handle customer support with ease.
Helpful for multiple customer support agents
What do you like best about the product?
Zendesk is excellent for many customer support agents - very easy to assign tickets within working 'Groups.' Automated macros (or pre-populated responses) save me hours of time each day!
What do you dislike about the product?
I've had trouble integrating Dialpad (internet phone software) with Zendesk. Although calls come through well and transcription of voicemails is great, I cannot figure out how to have Zendesk track missed calls (our organization calls back any missed calls during business hours).
What problems is the product solving and how is that benefiting you?
I can receive anywhere from 20-80 support tickets per day. Zendesk allows me to quickly answer these inquiries with macros, and I love the 'resolution' and 'tags' feature, so I can mark each ticket as to what was resolved. GREAT support in reporting # of tickets, customer satisfaction ratings, and ticket trends over time.
ZenDesk just works better!
What do you like best about the product?
Our team previously used Kana for support tickets, and I find ZenDesk has better support, and a great suite of features that both help us track our work and tag issues by macro.
What do you dislike about the product?
There is a bit of a learning curve to truly get the most use out of ZenDesk. Learning how to effectively search a queue by keywords has it's own language, and sometimes I feel like I need more hands-on training to fully utilize the many features offered.
What problems is the product solving and how is that benefiting you?
Our team assists hundreds of guests daily through ZenDesk. We can track the trends of our tickets through macros, providing us with a fuller picture of our underlying issues. We also use ZenDesk guides to provide our cast with knowledge articles to help them in answering!
Zendesk resolved my issue by chat in a few minutes. It was very fast and efficient
What do you like best about the product?
I love being able to contact them by chat and immediately talk to an agent who can provide troubleshooting steps or tell me if the issue is already known in their system.
What do you dislike about the product?
I would have preferred to receive more information about the issue I'm experiencing without having to actually contact the system first. If there is a known issue, it should be informed to potentially affected customers.
What problems is the product solving and how is that benefiting you?
Zendesk helps me and my business keep in touch with my customers and it's a key aspect of my business so having a quality support team that can also support me and my business is critical.
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