Zendesk Suite
ZendeskExternal reviews
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mostly fine, but some very odd workflow decisions, such as each SMS creating a new support ticket
What do you like best about the product?
I like the integration with phone and email the best. Merging tickets between phone calls and emails works well.
What do you dislike about the product?
The SMS integration is the biggest downside. Each SMS message creates a new ticket, meaning it is easy to miss a customer's response, and you have to manually merge tickets afterwards.
What problems is the product solving and how is that benefiting you?
We needed a general support ticketing system that works across multiple communications channels, with automation abilities, and Zendesk does that reasonably well.
All in one solution
What do you like best about the product?
Zendesk offers tools for pretty much all aspects of customer support and beyond, so it makes for a one shop stop solution.
What do you dislike about the product?
It can be quite complex setting up everything, especially so for users not familiar with it already.
What problems is the product solving and how is that benefiting you?
We're incorporating all support related aspects using Zendesk, email and chat support as well as our knowledge base.
Superb Support
What do you like best about the product?
The Support staff are always friendly and helpful. The response is pretty quick and consistently so.
Never made to feel stupid for the things I ask about. Love using the support function
Never made to feel stupid for the things I ask about. Love using the support function
What do you dislike about the product?
The product can be quite confusing to someone who doesn't use it daily, and some things can be achieved in multiple ways. This leads to the possibility of inconsistent configuration, which can lead to more support needed
What problems is the product solving and how is that benefiting you?
The support suite is not only automating a lot of the incoming query streams but it is allowing us to have all support functions, eg tickets, knowledge base articles and customer details all in one place.
User friendly
What do you like best about the product?
Categorizing the topic helps to target specific information needed in Zendesk support. Additionally, the chat option is helpful in case you are a bit lost on where to look. It would be great if the live chat agent could assist on the spot to answer any clarification not given on the page.
What do you dislike about the product?
Response time to my additional inquiry or asking for the chat support agent for assistance.
What problems is the product solving and how is that benefiting you?
Zendesk support suite helps me in my tasks specific to Reporting and Analysis. Using Explore (dashboard and queries) provides more context and quick return when showing the correct numbers on daily, weekly, and monthly reporting.
Support analyst's take on ZD
What do you like best about the product?
The tool is simple to use and very comprehensive in what you can perform on it in terms of ticketing and follow-ups and the whole 9 yards. I enjoy the feature that connects my ZD tickets with JIRA where we tag internal company tickets. It helps keep a track of everything. Also like the custom views I can build for my dashboard.
What do you dislike about the product?
There has been some shaky performance with some changes made to the chats of late. It does not allow the users to send and receive attachments. There have been issues where the application on the phone would not be in sync with the webpage. Also sometimes the notification does not go off for a new chat session and the customer has to wait as a result.
What problems is the product solving and how is that benefiting you?
This is our go-to suite for providing support to our users on our platform. Users mostly chat whenever they are troubled by something on the platform. They can also email us. We can keep track of their issues/questions using the tickets that are generated with our conversations with the customer.
from my simple experience I recommend it
What do you like best about the product?
the real-time tracking of complaints as well as the issues, its fluidity and its diversity helped me a lot
What do you dislike about the product?
oh! the triggers much more their deactivation and the assignment of tickets for the case of deactivation, bug
What problems is the product solving and how is that benefiting you?
Assignment of tickets for full traceability, processing of all types of requests. Management of complaints. Conversations.
Zendesk Support helped out with a config change I could not accomplish myself
What do you like best about the product?
Zendesk agent Sarah gave me directions to self-service. After realizing that we had SSO and that it prevented me from accomplishing the self-service change myself, she made the configuration adjustment herself. This was an unexpected perk (I was going in with low expectations).
What do you dislike about the product?
All good this time; nothing to dislike...
What problems is the product solving and how is that benefiting you?
They were able to make the configuration adjustment from their end (Zendesk's end) to make me a Chat admin. SSO prevented us from self-servicing.
An All-in-one Tool
What do you like best about the product?
Zendesk Suite has a lot of great features. Macros, triggers, and grouped views are the most helpful for my Support team. From a management perspective, Zendesk Explore offers detailed reports, though it is a bit challenging and overwhelming to use at first and takes time to get the criteria set as desired.
What do you dislike about the product?
The out-of-the-box Help Center is very basic. It would be nice to have published help articles that are not indexed to all customers for beta testing features, without requiring end users to create log-ins. It would also be great for individual Support Agents to have access to the tickets they receive CSATs on. This information is difficult to pull and keep track of.
What problems is the product solving and how is that benefiting you?
We use it for Support, Chat, Explore, and Guide (mainly), so it is solving many of our Support needs. The most significant change recently was our move back to Zendesk Guide for our Help Center, and this allows more people to be involved in managing our help center and keeping it up to date.
Help with automation of ticket assignments
What do you like best about the product?
The number of resources shared and the detail, the ability to go back and forth with the agent to get more tailored information.
What do you dislike about the product?
Sometimes the response is not instantaneous or might not lead to the answer needed.
What problems is the product solving and how is that benefiting you?
Issues related to automating ticket assignments and specific analysis using Explore.
excellente Platform
What do you like best about the product?
the factthat this platform provide so many options for us to work with
What do you dislike about the product?
sometimes there is somethings that are hard to understand or get used to
What problems is the product solving and how is that benefiting you?
it is helping us work with customers easily , and give them the help they need in a record time
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