Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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A solid foundation for a platform, but a long way to go
What do you like best about the product?
Zendesk has a number of features that are intuitive and easy to learn. While batch update features can still be improved, I appreciate how they can streamline my work and save me time on what would be more tedious individual updates. The ability to easily filter tickets into different queues makes delegating and organizing ticket work easy, accurate, and efficient.
What do you dislike about the product?
While the program works fine most of the time, there are a number of bugs that can throw a wrench in my workflow (being forced out of tickets right after opening them, saving notes sometimes shows errors when they were posted fine, etc.). I feel like there are a number of missing features as well such as the ability to add or remove cc's when batch updating tickets, and a "library" of sorts where files can be uploaded and automatically assigned to tickets based on conditions such as coding, assignee, etc.
What problems is the product solving and how is that benefiting you?
Provides an effective platform to connect and chat with both customers and service partners, offering a common area for myself and colleagues to share and view information that is crucial to collaboration and quality control. A variety of coding fields and filters for views provides accurate reporting & work delegation amongst my team while ensuring no ticket is left behind or lost.
out of the box simple to use - features can get complex
What do you like best about the product?
it syncs well with our current tech stack, simple enough to use right away out of the box. customizable if needed, but basic enough for anyone to understand. works well with teams big and small.
What do you dislike about the product?
it can get complicated. Lots of features, customizations, but not a ton of support on implementing (not without a high $$ at least). Basic/standard is pretty boring, their sales team is not technically saavy and usually just reaches out to get you to upgrade.
What problems is the product solving and how is that benefiting you?
ability to organize and repond quickly to customers who have general questions. Using macros, we can not only respond quickly, but have a unified and similar verbiage for every customers so there is no issues with communicating.
Mixed bag, what almost worked, has been made less functional
What do you like best about the product?
Once you figure the features and how to use it it's fairly simple.
What do you dislike about the product?
Not all view's shown on dashboard and not easy to find. Conversation readability has been mangled and sacrificed to benefit the online support subset.
What problems is the product solving and how is that benefiting you?
We needed a support tool and this satisfies the need, but the focus on chat's and social has hampered the basic help desk experience.
Zendesk Agent Workspace Review for HR Service
What do you like best about the product?
- tracking inquires
- assigning inquires
- assigning inquires
What do you dislike about the product?
- cannot assign tickets to a Group it has to be an Agent
- limited reporting capabilities
- limited reporting capabilities
What problems is the product solving and how is that benefiting you?
tracking and assigning inquiries that comes to our HR shared service
Great Product not so great service
What do you like best about the product?
Overall I just really like the product it been good for our team.
What do you dislike about the product?
The delay on assistance when there is an issue or product. Thanks!
What problems is the product solving and how is that benefiting you?
Customer and Sales Team interaction and problem solving.
Looks Great, not as user friendly as I had hoped.....
What do you like best about the product?
I liked how clean it looked, and how when you opened a ticket all of the information you needed from previous interactions was there at your fingertips, you didn't need to go searching.
What do you dislike about the product?
The live chat service, it is/was terrible. There was no way for a manager to take over a chat. The chat transcripts automatically emailed, was nice but not necessary. Not having the live chat open on a different tab made it difficult for our team to navigate and it was over all not user friendly for us. We have since reverted back to the old chat system and it is working out wonderfully!
What problems is the product solving and how is that benefiting you?
It is allowing us to utilize one platform that all users can access to be able to assist our customers better. The live chat service is great and has cut down on the problematic phone calls so that we can focus on sales.
quick response
What do you like best about the product?
They are responsive and helpful. If I have any issues I can rest assured that they will try to find a solution for us. overall we have not had any issues with the platforms.
What do you dislike about the product?
I'm very happy! we like the platform! No issues with it so far.
What problems is the product solving and how is that benefiting you?
helped us set up the platform.
Easy and quick software
What do you like best about the product?
It is very fast and easy to use. Tickets get created immediately and are very simple to understand within the website experience.
What do you dislike about the product?
The ticket copy recieved in emails is very confusing to understand.
What problems is the product solving and how is that benefiting you?
We are using zendesk to streamline the ticketing system to communicate better internally and externally
Zendesk has some great tools for supporting our business needs
What do you like best about the product?
The ticketing system allows us to accuratley keep track of our business processes and is important for our record keeping purposes
What do you dislike about the product?
Some of the reporting tools are not the most intuitive can be a bit confusing especially for people not familiar with the system
What problems is the product solving and how is that benefiting you?
Zendesk allows us to provide help to our customers while also keeping an accurate record of those conversations which help for record keeping purposes
Functional CRM
What do you like best about the product?
Tracking all your tickets is super easy and setting up automations helps to cut down on the work flow.
What do you dislike about the product?
No stong dislikes
The system could be a little more intuitive
the dashboard tool needs work
The system could be a little more intuitive
the dashboard tool needs work
What problems is the product solving and how is that benefiting you?
Makes it easy to stay on top of open issues and direct them between the appropriate teams
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