Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Accurate and quick
What do you like best about the product?
The Bot's correct solution for communicating with an agent and the agent's kindness to understand and guide me and my colleague through the steps to try to solve the problem.
What do you dislike about the product?
It is not a major dislike, but that my colleague didn't receive the email with the instructions to access his account.
What problems is the product solving and how is that benefiting you?
My colleague couldn't access his account with his current password, he tried to reset it but never received the email with instructions, so he had to ask me for help and I contacted support chat.
Without the right support and solution from Zendesk Support, he could not work properly and probably our boss would be upset.
Without the right support and solution from Zendesk Support, he could not work properly and probably our boss would be upset.
Zendesk is very helpful in managing high volume of customer inquiries.
What do you like best about the product?
The most helpful features of Zendesk are the macros, automations, and triggers which are fairly easy to set-up. It makes managing high volume of tickets easier. Onboarding and teaching new agents also becomes smoother.
What do you dislike about the product?
A feature of Zendesk that is hard to navigate or learn is Explore analytics. For someone without a background in data analytics, the pre-made dashboards and metrics are very useful but more complicated customizations are hard for me to learn. I definitely need more guidance on this.
What problems is the product solving and how is that benefiting you?
Zendesk Support allows me to assign multiple tickets to multiple agents without overlap, unlike if we were using Gmail only. This makes us more productive and more efficient.
Recommendations to others considering the product:
Familiarize yourself with the platform and the possible features that can help your workflow.
Best Support tool I have ever worked with, but reports section needs some getting used to
What do you like best about the product?
As a manager I can set up a lot of helpful automation, triggers and macros that make it a lot easier for my agents to keep track of their workload, remind them to follow up etc. Agents can set up ticket views shaping their Inbox in a way that makes sense for them individually.
What do you dislike about the product?
I'm having a difficult time creating reports that understandably present the data I want while also making it "pretty". I end up with tables too many times. Also creating dashboards is not very user friendly, though the beta of the new reporting is much more usable already.
What problems is the product solving and how is that benefiting you?
Managing our Tech Support inbox with messages coming in via email, contact form and also chat. The various apps and options to set up webhooks make it easier to connect it to other tools used within our organisation.
Recommendations to others considering the product:
Best tool I have worked with in Support so far
Triggers and Webhook timing
What do you like best about the product?
Instructions were clear and she quickly understood my problem
What do you dislike about the product?
Most of the time I need to find an End User to test that the fix has worked. This is what usually takes time. So problems can take a while to resolve
What problems is the product solving and how is that benefiting you?
We want to hide a field from customers to provide a better user experience. Zendesk was able to help us make this happen.
Recommendations to others considering the product:
Spend the time to set things up properly and create some guidelines for how your team will use it ongoing.
Zendesk Review
What do you like best about the product?
How simple and clean it is to use, very easy to teach others how to use.
What do you dislike about the product?
The email address being a unique identifier can be tricky at times
What problems is the product solving and how is that benefiting you?
Solving the issue of how to provide omni channel support
Zendesk Support Suite provides quick assistance
What do you like best about the product?
It's relatively easy to find help. And very quick. I tried the new ticketing system this morning and my issue was fixed in minutes.
What do you dislike about the product?
There are a ton of options and that can get cumbersome.
What problems is the product solving and how is that benefiting you?
Quick, self-service is the name of the game. It's been a time saver already.
Recommendations to others considering the product:
Give it a shot. There are all kinds of cool tips at your fingertips.
Complete set of tools and features to provide great customer support
What do you like best about the product?
The feature set out of the box enables you to start almost right away. Then you can start configuring very easily your specific needs and you can even develop your own apps when you need to do some fancy things.
What do you dislike about the product?
Some of the features require you to get a higher plan. Sometimes it might get expensive to get a small feature that is not included in your current plan. The built-in automation features might sometimes feel limited and it takes some workaround to get things done the way you want them.
What problems is the product solving and how is that benefiting you?
You can easily track customers' issues, and let customers open their own tickets.
You know what issues have been addressed and you have an overall view of how long it took to solve your customers' issues.
You know what issues have been addressed and you have an overall view of how long it took to solve your customers' issues.
Great app to get in touch with your customers
What do you like best about the product?
How the tickets are divided into categories
What do you dislike about the product?
That they don't have an option where we the customer can pick the language
What problems is the product solving and how is that benefiting you?
It helps me in connecting with the customers
Pretty great, just takes a while to get up and running.
What do you like best about the product?
It will be the messaging angle and self-service angle.
What do you dislike about the product?
The agent workspace is not particularly well thought out for long email communications.
What problems is the product solving and how is that benefiting you?
It's a million times better than what my business was using previously, which were standard shared mailboxes. Nothing gets lost now and people can be held accountable for both good and bad performances.
They were very dedicated to resolving my issue / teach me how....
What do you like best about the product?
I like that we were able share screenshots back and forth for understanding. I was able to provide access for them to test their recommendations before sending them to me.
What do you dislike about the product?
What I would want improved, is faster back and forth with information. I'm not sure if, that is because it's not a critical issue??? If that is the case, I do understand and just hope when critical it is faster....
What problems is the product solving and how is that benefiting you?
Applying a detailed HTML Signature to my ZenDesk application. I am not very computer tech able. Hiedi made it easy enough for me, to implement for my team members.
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