Zendesk Suite
ZendeskExternal reviews
6,517 reviews
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very intuitive and user friendly
What do you like best about the product?
being able to drag and drop files and being able to reference a ticket from anywhere in the system by just using numbers. I also like how the Internal Notes are also displayed.
What do you dislike about the product?
The spam filter or suspending emails can be a bit problematic as it has caused me to respond to ticket very late as it was suspened even though the user was already verified.
What problems is the product solving and how is that benefiting you?
For the most part the tickets that do come in is presented in a clear manner and the site is easy to read and respond to and I like the mobile app as well as i can respond when am mobile.
Feedback: Felt Heard
What do you like best about the product?
This platform is very simple and easy to use. It's intuitive.
What do you dislike about the product?
I was almost moved to a different platform without my knowledge. Fortunately, after providing feedback I was able to stay with the platform that I have grown to love. Thank you for listening!
What problems is the product solving and how is that benefiting you?
The company that I work for never has had a work order system to log maintenance requests. This platform has allowed us to start storing data and building data to help get more people on my team to keep up with the requests and all of the tasks.
Powerful platform, specially for API-based deployment - but a few UX quirxs
What do you like best about the product?
Zendesk is definitely a powerful and complete support platform compared to others - especially the ones here in Brazil. Their API documentation is robust and easy to use. The integration with WhatsApp works like a charm.
What do you dislike about the product?
The UX and platform interface are not the most intuitive. I have some cache-related problems and the mobile application needs a thorough review - chats do not update automatically, very difficult to send messages and the sync seems not to be quite automatically.
What problems is the product solving and how is that benefiting you?
Zendesk is a robust and complete platform - I love the cost benefit that it brings us. Having a centralized area for all our support channels is a lifesaver. Their support has always been responsive.
Zendesk Support for Backend Logs
What do you like best about the product?
Zendesk Support is quick in response and has the best understanding of organizations' needs. They try the assist in the best possible way. Compare to other organization the level of support Zendesk provide is exceptional
What do you dislike about the product?
The backlogs that ZD keeps are only for 30 days and sometimes in a big organization, it's difficult to find errors with the logs for 90 days at least. also the account assumption should be easy access for admin
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has been very accommodating in any issues we have faced thru our organization, has guided thru correct articles and if we were not able to help ourselves they have helped us in all the possible way
It's a great resource for support but still continues to not be the most intuitive user experience
What do you like best about the product?
It's a great way to have all of our customer's information/correspondence in one place. I love clicking on the customer email and it automatically copying it. I like Explore, and it's helped us identify trends better. I like the ability to create a macro from a ticket also.
What do you dislike about the product?
Having the public reply box at the bottom of the page doesn't allow movement of windows for any reason. We use text expander for many of our salutations and it doesn't allow the spaces so we have to go back and input spaces, which negates some of the time saved with text expander. I did like having the ability to have the knowledge capture function open on right with customer info on left, now I have to toggle back and forth. I like Explore, but don't feel it's easy to create exactly what I need without doing a lot of digging, wish there was more guidance right there without having to visit resources. The public vs internal note is not as easy to see, and the color changed. The lighter color makes it easier to make a mistake between the two.
What problems is the product solving and how is that benefiting you?
It easily solves the ability for us to split our customers into two brands, allowing the appropriate teammates to respond to the corresponding issues. I think Explore is going to really help us to identify more trends and move us forward once we master it!
Great platform to ensure customer success
What do you like best about the product?
Ticket customization along with the ability to share tickets with partner organizatoins.
What do you dislike about the product?
Not great for use as an employee time tracker when in the system.
What problems is the product solving and how is that benefiting you?
Ability to link directly to our clients Zendesk instance and become an extension of their team without impacting their processes.
Zendesk is easy to use and learn
What do you like best about the product?
Tickets we really are glad that we can have all the tickets in the same place. Having multiple views is wonderful and we can easily watch our tickets coming in and going out.
What do you dislike about the product?
Chat we have a lot of problems with chat and disconnecting, it has been tricky to get it to do what we need and we are always unsure if it is set up correctly.
What problems is the product solving and how is that benefiting you?
Helping our customers use different channels
I’m able to get support I need quickly and professionally
What do you like best about the product?
The customer service officer is professional
What do you dislike about the product?
The wait time for a agent to respond can be faster
What problems is the product solving and how is that benefiting you?
It helps me to generate reports for the types of tickets we receive.
easy to use platform
What do you like best about the product?
like the fact that the platform is easy to use and understand and learn
What do you dislike about the product?
i hate it when there is bugs make our work difficult
What problems is the product solving and how is that benefiting you?
customer related issues , easy communications with customers and partners
Great support!
What do you like best about the product?
Zendesk makes it easy for us to provide excellent support to our customers. The macros, triggers and automations are a real time-saver and easy to use.
What do you dislike about the product?
It would be nice to be able to submit a ticket for Zendesk Support without having to go through the chatbot. Also, we could use the ability to revise closed tickets.
What problems is the product solving and how is that benefiting you?
We are cutting down on our time to acknowledge and average time to close tickets thanks to the SLA reporting functions. Setting up Slack webhooks and triggers to alert agents of unacknowledged tickets was easy and has also been very helpful on this front!
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