Zendesk Suite
ZendeskExternal reviews
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Excellent tooling to build a support system
What do you like best about the product?
Ticket management, and the ability to integrate a support widget very easily into your web app.
What do you dislike about the product?
I think there are too many "editions" of Zendesk, making it a bit confusing as to what pricing model you need based on the features you use.
What problems is the product solving and how is that benefiting you?
Centralizing the support ticketing
Quick and helpful!
What do you like best about the product?
The agent I spoke with was kind and efficiently pointed me to the resources I needed
What do you dislike about the product?
I had to wait several hours for a response, but this was not a problem
What problems is the product solving and how is that benefiting you?
They are helping me understand what I cannot do with the widget. They helped me determine my ability to hide and reposition the widget. This saved me time searching for solutions on my own.
Simple to start
What do you like best about the product?
Fairly easy to get started and implement Zendesk. Easy to onboard agents.
What do you dislike about the product?
It was a challenge to further configure/optimize Zendesk. Their KB articles were not always the best, and our implementation consultant experience was underwhelming.
What problems is the product solving and how is that benefiting you?
A unified support solution that integrates easily with other tools our org uses.
Zendesk to Gladly experience
What do you like best about the product?
The part where you can put the ticket on hold or pending or you can filter out.
What do you dislike about the product?
The identification of the aging tickets.
What problems is the product solving and how is that benefiting you?
better queueing process in terms of finding the tickets and assigning them to a rep.
Everything you need from a customer service ticketing solution
What do you like best about the product?
It's easy enough for anyone to jump into but is also full of powerful features to customize it to your needs, there are also new features every month so always have new things to try.
What do you dislike about the product?
The explore tool to create your own dashboards of charts and tables to analyze your ticket and call data is significantly more complicated than the rest of the suite, also it seems to be able to monitor chat statistics, known as messaging, we need to upgrade to the enterprise version of zendesk which is a bit more expensive, but since we only have 4 chat agents, it doesn't make sense to upgrade all 20 something agents to it, would be nice to only upgrade it for the ones that are using it
What problems is the product solving and how is that benefiting you?
Zendesk helps our customers reach out to us through calls, emails and chat, and helps us internally organize those tickets, manage them and distribute them to the right agents, and lets us work though all escalations from within zendesk reducing the need for additional tools and helping keep all of the information in one place
Simple to use, effective delivery of solution
What do you like best about the product?
It was easy to find, and the agent came to the message request quickly, so I didn't have to wait long. The bot had some simple ideas, and the links to community discussions were helpful.
What do you dislike about the product?
Unfortunately, the links to the community discussions didn't help solve the issue. There could be a way to automatically provide a solution to the problem on the community board after the issue has been resolved.
What problems is the product solving and how is that benefiting you?
It has quick and easy access to help, which fortunately it was the first time we've had to contact someone about a problem. It helped to solve an issue that was slowing down our ticket solving.
ZenDesk is an Easy Way to Work
What do you like best about the product?
It is easy to use and can be navigated intuitively
What do you dislike about the product?
The reporting could be improved to be a lot more user-friendly
What problems is the product solving and how is that benefiting you?
Zendesk allows the creation and tracking of issues until resolution
I dont; typically recommend anything so most times I answer 5, if I did it would be a 10.
What do you like best about the product?
Its comprehensive support suite, not super cheap but not the most expensive either. Muli branding is a good feature as it looks more professional to clients. The tools around configuring email/DNS are very comprehensive with full DKIM/SPF support etc.
What do you dislike about the product?
The "guide article in multiple locations" ticket open for 10+ years. Content blocks are cool, but sometimes simple is better. Lite-Agents is an additional cost which was not made clear when I switched to enterprise plan.
What problems is the product solving and how is that benefiting you?
We have to manage end-user support for a fair amount of users, this allows us to do so via email phone (and other options should we need to) in a central location.
Zendesk offers a great overview of all tickets smart custom elements.
What do you like best about the product?
I like the customizable elements. This helps you to store relevant data per ticket.
What do you dislike about the product?
I do not like it when full mail exchanges appear in only one message. This sometimes happens and then the great overview that Zendesk offers is gone.
What problems is the product solving and how is that benefiting you?
Zendesk centralizes all the communication per client per ticket which makes it easy to have a complete idea of what is happening and what you can do in specific situations.
Most of the way there!
What do you like best about the product?
Zendesk is a pretty powerful CRM, which is generally pretty easy to administer and meet the needs of a Support organization (the field of my experience is administering it). It's built on a robust set of APIs, but can be administered purely through the GUI in almost all cases.
What do you dislike about the product?
Zendesk can be slow to improve new features or products, like their Messaging product which has many gaps that have not been closed since its release. Additionally, many parts of the GUI are frustrating to work with. An example, when building triggers and using tags as conditions, the tag titles are truncated and unreadable. The Explore product is not good.
What problems is the product solving and how is that benefiting you?
When all features are being utilized, most problems a Support team deals with can be managed within Zendesk. This starts with Guide, allowing end users to find and self-serve their own needs, to channel selection, routing, and through ticket lifecycle.
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