Zendesk Suite
ZendeskExternal reviews
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great product easy to use
What do you like best about the product?
helpuful support, very good to work with
What do you dislike about the product?
sometimes slow to respond to our inquiries. however i think theyre good.
What problems is the product solving and how is that benefiting you?
they provide good service for the amount of time they have. thank you!
Recommendations to others considering the product:
Zendesk Chat is very useful better look at product make sure it's fit.
Best Customer Support Tool
What do you like best about the product?
A customer support tool for all channels. One user interface for all channels which agents can easily manage tickets and support customers.
What do you dislike about the product?
Support from the account manager or team.
What problems is the product solving and how is that benefiting you?
Consolidating all customer requests for all languages.
The Team always keep a fast approach
What do you like best about the product?
it gave me one-stop shop to all all my questions, the quality support is knowledgeable.
What do you dislike about the product?
The Internal Ticket SLA
The bot feature need to have some sort of upgrade
hope this all will get improve
The bot feature need to have some sort of upgrade
hope this all will get improve
What problems is the product solving and how is that benefiting you?
had some doubts about whatsapp chat integration, messaging and zendesk talk
that will help me effectively
that will help me effectively
Experience with Zendesk
What do you like best about the product?
Customize the ticket queues and Live ones.
What do you dislike about the product?
very few limited options when creating zendesk dashboards, not having many options available to users or it may be limited by an organization, not sure about this.
What problems is the product solving and how is that benefiting you?
We have high volumes of ticketing systems around the Globe, and it is helping us to accommodate tickets to certain groups round the clock, and it is benefitting.
Recommendations to others considering the product:
It is a great tool for offline activities and complaint management.
Zendesk
What do you like best about the product?
Zendesk does a great job of bringing all channels together in an easy to use agent interface. It gives all agents clear ownership and context to our user's needs.
What do you dislike about the product?
I think the TALK channel could certainly be improved to give much more flexibility as it lacks the options other phone software has such as advanced routing options, wait times etc.
What problems is the product solving and how is that benefiting you?
Now we have clear oversight and reporting capabilities on the volume of all customer communications in one place and query type that makes our content creation process a lot easier for improved self service.
Zendesk Support is a powerful CX tool, very customizable but still with room for improvement.
What do you like best about the product?
The best of the Suite is the level of customization that you can reach. One of the main tools we use are triggers and automation, and there is an enormous range of options for that, which are even synchronized with any other customization you could have done such as in "fields".
What do you dislike about the product?
I'd request to have easier access to the Admin Center, as it can be pretty tedious to go to another tab only to make a quick update of a setting. Another fundamental thing is the number of Views displayed in the instance, which is 12 in all the Plans (even Enterprise). Knowing that most companies using Zendesk do so looking for organization+customization, it is expected to have a high number of categories (which in this case, equals "Views"). There are third-party paid alternatives, but neither offers easy access to all the views.
What problems is the product solving and how is that benefiting you?
We work with Startups and SMBs, therefore -if not using Zendesk- most of them would still be using Google Workspace for mail support + Whatsapp for chat support + a help center on their Website for extra info.
Zendesk Support Suite does it all, it is really an omnichannel CX tool, synchronizing all the mentioned above.
Zendesk Support Suite does it all, it is really an omnichannel CX tool, synchronizing all the mentioned above.
Recommendations to others considering the product:
Research! As it can be very customizable, there are so many options and routes, which sometimes can lead to doubts. Zendesk Help Center has a lot of information and even tested recipes.
Response for tagging problem
What do you like best about the product?
Access to live chat which means I can always get to resolutions more quickly
What do you dislike about the product?
Sometimes struggle to find answers within the knowledge base or known issues
What problems is the product solving and how is that benefiting you?
Generating correct, accurate tagging to our tickets
Zendesk - Powerful Support Tool with highly customizable options
What do you like best about the product?
Zendesk Support Suites helps reduce the Agent's manual work by using Macros and having sorten tickets in a clear and easy style available.
What do you dislike about the product?
It´s sometimes consuming a bit of high Memory from Chrome when working too much on Multi-Tasking things.
What problems is the product solving and how is that benefiting you?
It helps a lot in business to tackle down customers.
Recommendations to others considering the product:
If you like to get your things sorted, it´s a good start. If you like to be an expert using API can fulfill nearly everything.
Fast Support integrated perfectly
What do you like best about the product?
I love that Zendesk Support is available directly out of the ticket system itself. You can reach out to support via chat or email and bove are amazingly fast. Our issue was solved within 2 days.
What do you dislike about the product?
I don't like the design of the email itself. You start your request within a chat field and the answer to your question arrives within 24h. Which is fine but why shouldn't I just start the support case via email directly? All in all, it's just a small issue but I can imagine people getting in contact with the Zendesk support more often could get annoyed by this.
What problems is the product solving and how is that benefiting you?
The Zendesk Support is helping with issues related to any Zendesk product. If you got a problem with chat,support or talk they provide help. Even if the issue isn't really a issue and you just need help with creating a trigger.
Recommendations to others considering the product:
Just click yourself through the KnowledgeBase first.
Zendesk is a great CRM
What do you like best about the product?
I like the quick response and the ability to view the entire thread or add information along the way
What do you dislike about the product?
Like most things with Zendesk, not very user friendly on the app
What problems is the product solving and how is that benefiting you?
Issues with tasks not showing up
Issues with information showing up on wrong card
Issues with information showing up on wrong card
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