Zendesk Suite
ZendeskExternal reviews
6,517 reviews
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Great system but needs more step by step videos for set up of system processes
What do you like best about the product?
The extra features we can avail of with the suite package.
What do you dislike about the product?
The difficulty in setting up the systems for a person with no Zendesk or IT knowledge.
What problems is the product solving and how is that benefiting you?
Solving the need to assign tickets to agents - This is automatic and cuts down on supervisors' task load.
Great tool for ticketing system
What do you like best about the product?
It has lots of features and capabilities that help with communication with customers.
What do you dislike about the product?
Slowness may be experienced as it consumes a lot of memory when used.
What problems is the product solving and how is that benefiting you?
Organizing and tracking of support interaction with customers
Zendesk is very easy to use and beginner friendly
What do you like best about the product?
The way we can create macros and easily insert them
What do you dislike about the product?
Deleting tickets permanently shouldn't be an option in my opinion
What problems is the product solving and how is that benefiting you?
crowd control and auto sorting emails by severity level
Supportive Experience
What do you like best about the product?
help center and chat help are resourceful
What do you dislike about the product?
wish I could have more live chat assistance in real time
What problems is the product solving and how is that benefiting you?
Technical log in issues and reporting/analytics questions
Great product, some downfall.
What do you like best about the product?
The most helpful is the assigning and routing tools within Zendesk.
What do you dislike about the product?
The way messages are dispatched through to outlook-type programs needs to be improved. Our company's internal email system is still Outlook, with the exception of our Customer Service department which uses Zendesk so when CS sends an email to a distribution list AND a specific user within the distribution list, it sends a duplicate email. I completely understand the reasoning behind this since ZD doesn't know the distribution already contains that single email address but it is still a complaint from other internal staff within our company.
Another improvement is to allow "to" and "cc" as part of the macro function. It would make sending/starting an email much easier, which may broaden your customer base.
Another improvement is to allow "to" and "cc" as part of the macro function. It would make sending/starting an email much easier, which may broaden your customer base.
What problems is the product solving and how is that benefiting you?
Assigning a large volume of emails to specific individuals.
Good ticketing system - easy to set up, use and maintain
What do you like best about the product?
- clear UI, nicely listing the tasks for all team members
- customization options (HTML email templates are missing in some competitors)
- helpful support team
- powerful reporting system (highly customizable reports)
- customization options (HTML email templates are missing in some competitors)
- helpful support team
- powerful reporting system (highly customizable reports)
What do you dislike about the product?
I miss being able to conditionally 'style' the tasks on the main ticket view (e.g ticket open for more than x days should be red etc) - you can achieve it with separate ticket views though.
There's no built-in round-robin task distribution method - we had to build it ourselves via API.
There's no built-in round-robin task distribution method - we had to build it ourselves via API.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to manage the SaaS platform support processes in our company - all customer and internal employee requests are handled with this tool.
The system has proven to be rock-solid and suits our requirements, we were able to set and integrate everything with another tooling we use (e.g. Jira).
The system has proven to be rock-solid and suits our requirements, we were able to set and integrate everything with another tooling we use (e.g. Jira).
Short, Sweet Simple
What do you like best about the product?
The speed of the reply was so fast, even for online chat! While our first issue couldn't be solved, it wasn't an issue. And another work about was found.
What do you dislike about the product?
The chat can seem very scripted - but I think that is a personal taste thing.
What problems is the product solving and how is that benefiting you?
It's bringing a remote team together in a way, while not simple, fully customerisible.
Fast support & request solved on first contact
What do you like best about the product?
Despite the first reply time mentioning a response in 1/2 business days, I was attended pretty immediately and the agent solved my query on the first contact.
What do you dislike about the product?
One of the things I don't like about Zendesk Support agents is the constant follow-up messages sent and sudden closure of the ticket while my issue is still unresolved.
What problems is the product solving and how is that benefiting you?
My company uses Zendesk as the Ticketing Tool where we receive inbound support requests from our users, but also to receive proactive support tickets from our Engineering & Product Team.
Furthermore, we also collect in Zendesk tickets coming from Aircall, Salesforce and Intercom. This is to retrieve and analyse data.
Furthermore, we also collect in Zendesk tickets coming from Aircall, Salesforce and Intercom. This is to retrieve and analyse data.
Very fast to respond
What do you like best about the product?
They were fast to respond, even though it was late in the business day.
What do you dislike about the product?
Nothing, it was very good service. Everything worked well.
What problems is the product solving and how is that benefiting you?
I had an email send question, needed to increase the numbers
good knowledgeable support
What do you like best about the product?
I like the bot on your support site, where I can type in my questions directly, I like the how to knowledge base
What do you dislike about the product?
Some agents are not as knowledgeable as others so a lot depends on the agent who takes your ticket
What problems is the product solving and how is that benefiting you?
helping us look into errors and glitches, and anomalies helping us move our business forward
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