Zendesk Suite
ZendeskExternal reviews
6,519 reviews
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A great customer support tool
What do you like best about the product?
-The macro feature is great as it saves default responses that could be used as a response to the customer tickets.
-An eye icon is displayed on the pending tickets which indicates that another user is working on the ticket and this helps to avoid duplication of work.
-An eye icon is displayed on the pending tickets which indicates that another user is working on the ticket and this helps to avoid duplication of work.
What do you dislike about the product?
-Though there's an option to CC a colleague while sending out an email response to the customer, the colleague will not be able to open the ticket directly through the email and will have to copy the ticket number and search it in the Zendesk app.
What problems is the product solving and how is that benefiting you?
Working extensively in the customer service domain for the past 4 years I have used Zendesk as a primary platform to resolve customer queries. This user-friendly tool has great features like Macro which makes the query resolution process less time-consuming. While working on a ticket, if there is a response from the other end it appears instantly even if the ticket is open and the user needn't reload the ticket to view the response.
There's a Reason Everyone is Using ZenDesk
What do you like best about the product?
Extremely robust suite of features and customisations
What do you dislike about the product?
Sometimes it takes a long time to understand how a feature works in order to use it well. The CSAT email is also minimally customisable.
What problems is the product solving and how is that benefiting you?
Bringing all of our contact into one platform with endless options to channel particular contact to particular agents to meet department targets
A pleasant experience with Mary at Zendesk
What do you like best about the product?
Fast support and friendly customer service
What do you dislike about the product?
The chat window that zendesk support has is very small. I would like to bring it to a new tab or maximize it
What problems is the product solving and how is that benefiting you?
It is solving my lack of attention to detail and poor eyesight
Speedy, Easy and Prompt
What do you like best about the product?
A reliable tool that gives you visibility on your whole CS department and processes.
What do you dislike about the product?
Can feel complex and a bit overwhelming to figure out the more technical aspects of setting up the tool correctly
What problems is the product solving and how is that benefiting you?
Tracking areas of improvement in our products, team efficient and consistency in product
Full featured and flexible
What do you like best about the product?
Using ZenDesk helps us to keep our entire team in the loop for everything that concerns them. The huge range of features mean that the information we need is always at hand.
What do you dislike about the product?
It's certainly not the cheapest option on the market, and with many tempting third party and ZenDesk apps to choose from, the bill can get away from you if you're not careful.
What problems is the product solving and how is that benefiting you?
Now we're all aware of any previous issues, we waste far less time reinventing wheels and generally covering old ground. We can go straight to the fix, or right back to the drawing board as appropriate!
A good support suite with minimal isssues
What do you like best about the product?
How easy it is for agents to use and support.
What do you dislike about the product?
Random updates where we lose features we use
What problems is the product solving and how is that benefiting you?
user ability issues that affected our customers
Long time user and Admin
What do you like best about the product?
Support Module is what I like best about Zendesk
What do you dislike about the product?
I do not like that users cannot be managed by agents
What problems is the product solving and how is that benefiting you?
The Suite brings all the needed tools together like SUpport, Analytics and Guide
Good but could use some fixing on bugs.
What do you like best about the product?
Easy to manage ticketing system I like how user friendly it is.
What do you dislike about the product?
Does not mimic email experience well enough.
What problems is the product solving and how is that benefiting you?
Helping to solve confusing email strings and have them organized.
User Friendly- for end users, not admin
What do you like best about the product?
Ability to quickly answer emails and track, even going back years. I also like ability to follow up and reassign, as needed.
What do you dislike about the product?
I wish there were easier stat pulls. It can be difficult creating reports and comparing stats year over year, month over month, etc. I would also like the responses to customers to be clearer. They read the request is closed, but don't always read the content and then rated poorly.
What problems is the product solving and how is that benefiting you?
Email communication. The feedback and verbatim availability is great!
Help with an integration
What do you like best about the product?
The Zendesk bot was very useful and helpful in narrowing down what I was experiencing.
What do you dislike about the product?
It took a day to get a response, but that's understandable.
What problems is the product solving and how is that benefiting you?
We had an integration/login issue that we solved ourselves.
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