Zendesk Suite
ZendeskExternal reviews
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Flexible, easy to use support suite
What do you like best about the product?
Easy to configure support suite, with a great agent message editing experience (with some improvements required). Triggers and automations help us make changes to tickets based on business rules, and integration with other services lets us get feedback from our customers about how well we're doing.
What do you dislike about the product?
Emoji support is pretty weak, with some strange behaviour since a recent update to the editor experience. Zendesk Explore is a little difficult to understand, but once configured it does help to get insight into your support tickets. It would be great if there was better support for customer reporting, such as to generate reports by organisation of recent tickets, resolution times etc.
What problems is the product solving and how is that benefiting you?
We are a small support team and Zendesk helps us manage tickets from many more customers than we could handle using email alone. Our best feedback from customers is around our support team, and Zendesk certainly helps achieve such good results.
Great for connecting different channels for customer support
What do you like best about the product?
How requests from different media channels can be unified in one single support tool.
What do you dislike about the product?
The system is a bit locked in for specialized customizations.
What problems is the product solving and how is that benefiting you?
It gives a great overview of which requests you need to focus on.
All-in Customer Support Platform
What do you like best about the product?
I like that Zendesk Support Suite has different functions and automation that can help a customer support task become more efficient, and I really like the option to create custom fields so we can capture many types of information from our customers.
What do you dislike about the product?
While easy to use, I think Zendesk interface looks outdated and sometimes not intuitive to use. I think it can be improved by creating more color codes fields. I also think that the dynamic content based functions are not really working smoothly, it can be improved.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has everything that is needed to provide excellent customer service for a business. It helps us not only answering users queries in efficient manners, but I especially like the analytics tools that Zendesk has so we can run data analysis and improve not only the CS but also the product.
Fast and Simple CS App
What do you like best about the product?
The easy of use
Everything is fast
Changes get updated in an instant.
Everything is fast
Changes get updated in an instant.
What do you dislike about the product?
Limited to CS only.
Engineering & Backend teams are hesitant in using it.
Engineering & Backend teams are hesitant in using it.
What problems is the product solving and how is that benefiting you?
Simple case of auto ticketing.
Report Creation
Stats
Csat for CS
Report Creation
Stats
Csat for CS
Fast support and solution provided by Joseph James Sanders
What do you like best about the product?
Very fast responses by the support team.
What do you dislike about the product?
Our Account Manager - Piyush Vats. No replies, or action when we request for help. Still pending a reply from him after MANY emails sent over 4 weeks.
What problems is the product solving and how is that benefiting you?
Managing staff performance while working remotely.
Who knew agents needed a default language assigned.
What do you like best about the product?
We only use the email function as a base support service, but it works wonders
I love the ability to forward emails from an address and the sender gets the ticket created notification.
The price is just right for a very basic setup.
I love the ability to forward emails from an address and the sender gets the ticket created notification.
The price is just right for a very basic setup.
What do you dislike about the product?
I need to write 40 characters in here to pass the verification thingy.
There's nothing that I don't like about ZD. It just does what it should.
For the use that we have, I can't think of any improvements to be made.
There's nothing that I don't like about ZD. It just does what it should.
For the use that we have, I can't think of any improvements to be made.
What problems is the product solving and how is that benefiting you?
capturing tickets for a helpdesk system. increases visibility across the group and the agents can see how many tickets are in each others queues.
Business performance has been increased, and a visibliity level for manager too.
Business performance has been increased, and a visibliity level for manager too.
Comprehensive tool to manage your customer experiance
What do you like best about the product?
One place to manage all customer requests
What do you dislike about the product?
Not simple to set up. You need to have both technical expertise and resources.
What problems is the product solving and how is that benefiting you?
It is allowing a smal count of agents to manage a large amount of requests.
Helpful
What do you like best about the product?
I really like that asking for support is as simple as writing a message.
What do you dislike about the product?
To be honest, I think that it takes too long sometimes to get an answer from an expert, sometimes I need almost an answer very quick and I need to search for answers in other channels (YouTube)
What problems is the product solving and how is that benefiting you?
I am not very familiar with what Zendesk can do for my team, and normally I ask for support on how to create, modify or implement certain actions that are beneficial for us, that kind of problems are what Zendesk Support Suite helps me to solve and that benefits me a lot.
Quick and Helpful
What do you like best about the product?
I got a quick and helpful response to my question
What do you dislike about the product?
It's not clear if you will be connected to a person
What problems is the product solving and how is that benefiting you?
I can't always find articles with answers to my questions. Being able to ask a question and get the answer I need is the biggest benefit
Stable, useable, expensive
What do you like best about the product?
Brands is great option that gives us support different products by same agents team.
What do you dislike about the product?
Chat functionality is poor.. We don't need some features but still have to pay for them in Suite
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows you to solve multi-brand product support. Implement convenient integration with external services.
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