Zendesk Suite
ZendeskExternal reviews
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Easy to Configure, Growing Stronger with AI Agents
What do you like best about the product?
Easy to configure, getting more robust with AI Agents
What do you dislike about the product?
Analytics and native Telephony has been historically challenging but Zendesk is getting better.
What problems is the product solving and how is that benefiting you?
We use Zendesk as our primary ticketing system, and it helps us manage and organize inquiries.
All the Features Work Seamlessly Together
What do you like best about the product?
I like all the features and how they connect to each other
What do you dislike about the product?
I would have to dig deeper, nothing comes to mind
What problems is the product solving and how is that benefiting you?
All the data it collects from the conversation that we are able to use for our reporting and improvements
Great Omnichannel Support with Smooth Asynchronous Messaging
What do you like best about the product?
Offers omnichannel support + asynchronous messaging + customizable automation/workflows which is great!
What do you dislike about the product?
Limitations that blocks are workflow processes and sometimes reaching out to support takes longer to get a proper response
What problems is the product solving and how is that benefiting you?
Automated workflows to help on operational efficiency. Ability to create escalation flows through side conversations for team and cross functional collaboration
Easy Ticket Search and Strong Admin Controls
What do you like best about the product?
Ease of finding tickets through search. Able to tie customers to organizations. Ease of admin control
What do you dislike about the product?
Initial launch setup. Needing 2 environments to do full testing.
What problems is the product solving and how is that benefiting you?
Keeping everything organized in one spot. Allowing a central knowledge base for tickets.
Solid customer ticketing platform
What do you like best about the product?
Good platform for customer facing ticket, integrates all channels. It's fairly customizable to match our use case and generally easy to use. We've been able to retool many parts of it as well for in-house QA processes and project management as well. Our integrated knowledge base is now 800+ articles long and provides resources for customers and employees alike.
What do you dislike about the product?
A few minor reporting and operational challenges that relate to how our organizations and requesters are structured,
What problems is the product solving and how is that benefiting you?
organization and tracking of all customer tickets across multiple teams.
Simple designs for complex travel
What do you like best about the product?
Ease of implementation and speed of form design/routing.
What do you dislike about the product?
Struggles with heavy integrations for more complicated tickets.
What problems is the product solving and how is that benefiting you?
Standard customer relationship management for an all inclusive travel company.
User-Friendly Zendesk Admin That Scales with Our Workflows
What do you like best about the product?
The ability to continually adapt workflows, knowledge, and customer communication with how quickly our company is scaling. The administrative aspect of Zendesk is pretty user friendly and it's not too challenging to create workflows, automations, and triggers. Our dedicated Zendesk team has been wonderful with implementing new products.
What do you dislike about the product?
There can be multiple places in Zendesk Admin to complete the same thing, which can cause confusion on what the correct, or best way to do something is.
What problems is the product solving and how is that benefiting you?
The implementation of AI tools within Zendesk has been helping our patient self-service low hanging fruits so that our human agents can spend more intentional time with our patients experiencing issues that need more time.
Zendesk’s Intuitive UI Makes CRM Work Feel Effortless
What do you like best about the product?
Zendesk’s UI feels easier to use compared with other CRM tools.
What do you dislike about the product?
There are too many Copilots for each group, and they feel like they’re working in silos. It would be much better to have a single Copilot or AI layer that sits on top of all the AI copilots and brings everything together.
What problems is the product solving and how is that benefiting you?
It provides customers with all three channels voice, email, and self-service to submit tickets, and the auto-routing feature is also helpful.
Great Tool for Managing Customer Support
What do you like best about the product?
What I like best about Zendesk for Customer Service is its intuitive interface, strong automation features, and efficient ticket management system.
What do you dislike about the product?
One downside of Zendesk for Customer Service is that some advanced features and customizations can feel overly complex and may require additional training to fully utilize.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service helps streamline customer support by organizing tickets, improving response times, and automating repetitive tasks, which increases team efficiency and improves the customer experience.
Automations and AI Suite That Cut Ticket Wait Times
What do you like best about the product?
With automations and the AI suite, our ticket wait times have decreased, which has made a noticeable difference in how quickly we can respond.
What do you dislike about the product?
It would be more helpful to have a way to make our macros more interactive.
What problems is the product solving and how is that benefiting you?
Our agents can respond quickly and stay proactive in their customer interactions.
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