Zendesk Suite
ZendeskExternal reviews
6,519 reviews
from
and
External reviews are not included in the AWS star rating for the product.
They answered all my questions and conduct me to the right path !
What do you like best about the product?
quick response time - it helps to build a reliable relationship with customers
What do you dislike about the product?
I'm not sure If I can answer to this since my experience was reallly good
What problems is the product solving and how is that benefiting you?
an issue related with ticketing
Easy to Administer
What do you like best about the product?
The admin portal is laid out to be easy enough to find the area you need to meet a business requirement
What do you dislike about the product?
Sometimes settings can be redundant and finding the right steps to accomplish a request can take you down a rabbit hole trying to find the right documentation from zendesk.
What problems is the product solving and how is that benefiting you?
Allows us to manage incoming requests from different channels and implement metrics on these requests quite easily.
Chatting with a real person.
What do you like best about the product?
The most helpful thing is the ability to chat with a real person, not a bot.
What do you dislike about the product?
At first I was taken to a bot which was very frustrating. Once I was given a person to chat with, I was much more pleased.
What problems is the product solving and how is that benefiting you?
Solving the ability to communicate with my customers, which is extremely important to my business.
Has almost everything we need in one system
What do you like best about the product?
I like the ease of use when it comes to Zendesk. For the most part its user friendly, even when building out triggers and other admin functions. If I'm ever confused, the documentation and courses available are written well and always get me on the right track.
What do you dislike about the product?
It would be helpful if there was a way to export more data from Zendesk such as Triggers, Macros, etc.
Also, a better built in bot system
Also, a better built in bot system
What problems is the product solving and how is that benefiting you?
For being a medium sized business, ZD helps with managing and scaling all our support requests. Whenever we have a feature request that involves Zendesk, we can usually find a way or an offering within Zendesk to help us get it done.
If you are looking for a full solution, Zendesk is the way to go.
What do you like best about the product?
Zendesk provides a full solution; they spend a lot of time thinking about user experience in support and develop their product around that. I have learned to love Zendesk as I have used more and more of it.
What do you dislike about the product?
1. The add-ons - it is hard to justify purchasing additional add-ons; they should be a part of the licensing, especially Enterprise licenses.
2. Even when Zendesk is a full solution, there are gaps in the product where you look outside solutions to get things done. A good theme for the Support Guide is an example of this. The default options are very limited.
2. Even when Zendesk is a full solution, there are gaps in the product where you look outside solutions to get things done. A good theme for the Support Guide is an example of this. The default options are very limited.
What problems is the product solving and how is that benefiting you?
With Zendesk Support Suite, we manage and run our support function for our org. We manage our Support SLAs with Zendesk Support Suite. We also manage our Help Center on Support Guide.
Review of Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is a great fit for our customer support team. With the help of integrations like Playlist, we're able to handle a high volume of customer contacts with a small team. Triggers and automations make our job simple and easy!
What do you dislike about the product?
Zendesk's own support team isn't exactly at 10/10 in my opinion. When our agents are encountering errors or when we have questions/concerns about features, it can take quite a while to actually get in touch with an agent and often the responses we receive aren't helpful. I'll also note that the Zendesk team is quick to say that certain features are in development/in the pipeline but then allow literal years to pass without any update on those features.
What problems is the product solving and how is that benefiting you?
Zendesk helps our small team manage a high volume of contacts via email, phone, and chat. Working in SaaS, it's important to be able to provide instant service to our customers, and the tools we're able to use for ticket routing and agent availability make it very easy for us to be fully available for our customers 24/7.
Good Suite but could be better
What do you like best about the product?
The views and Notifications are good, support is good
What do you dislike about the product?
The range of developement is not good, reporting options are very less
What problems is the product solving and how is that benefiting you?
It helped my team to provide support to end user based on email, chat and other options
Strong platform to provide support, Getting support from the company needs work
What do you like best about the product?
The modularity and customization of the platform is excellent. Overall, the functionality is integral to our business and the ability to directly integrate into our SAAS platform was key to remaining a customer
What do you dislike about the product?
The overall customer support of this customer support platform leaves room to be desired. There is a lot of documentation but it feels incomplete, scattered or out of date and an over-reliance on community answers.
What problems is the product solving and how is that benefiting you?
As a platform, it allows our customers multiple paths to reach support and the flexibility of Side Conversations and the Slack integration are invaluable to our daily operations
Very user friendly ticketing system
What do you like best about the product?
I like the option to use personalized macros and shortcuts very much. It saves a lot of time while working on tickets.
What do you dislike about the product?
I want to be able to favourite/bookmark my macros, which are not yet available.
What problems is the product solving and how is that benefiting you?
Duplicate tickets are automatically closed out by Zendesk itself, without manual checking which saves more time.
Strong, user-friendly omni-channel customer experience solution
What do you like best about the product?
Zendesk allows requesters to raise a question or concern in a variety of ways (channels), ranging from email to phone to text to chat to messaging and even social. The real power of Zendesk is being able to easily see all of the queries raised by someone in a single place and being able to respond in the most appropriate channel even if that differs from the original method of the inquiry.
What do you dislike about the product?
While Zendesk has improved its product communications, I still "stumble upon" new features that I at least did not see in their announcements. In addition, I have worked with three organizations recently who are leaving Zendesk for another tool due to the lack of native support for ITSM.
What problems is the product solving and how is that benefiting you?
Zendesk is an easy tool for "agents" to learn to use to provide timely responses to clients / customers and provides strong reporting and analytics through the Explore tool for management to keep a pulse on the service to customers.
showing 891 - 900