Zendesk Suite
ZendeskExternal reviews
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Great tool for ticketing
What do you like best about the product?
Easy, intuitive program that works with many integrations and apps
What do you dislike about the product?
It is not possible to get desktop notifications for email tickets received
What problems is the product solving and how is that benefiting you?
Allowing me to connect with all teams through integrations and separate view inboxes
Recommendations to others considering the product:
Set up your integrations and workflows first before getting too deep in customer emails/chats
With Zendesk since 2016 and overall it has been a good experience
What do you like best about the product?
I like the ability to modify workflows and reporting. Help Center is an easy user experience to set up as well as the chat widget. I'm not sure how it compares to other platforms, I've only used Zendesk. I would like to see the ability to send mass texts and emails without putting in one user at a time.
What do you dislike about the product?
I have had a hard time with the support. In the past, agents want to point you to an article right away. While I appreciate that, I'm not taking the time out of my day to be sent an article. I'm writing in for hands-on help to figure something out. Zendesk is a beast of a platform and there is so much back-end configuring required to create or modify new things. With recent changes, you are now telling your accounts what's considered urgent or not when sending a chat request. I personally don't appreciate that. I may be able to communicate with my clients but I have missing tickets which impacts our business. That's important to us. Also, when I take time out of my day to solve a Zendesk issue, I want to solve it when it works with my schedule, not yours. The new process doesn't feel client-centric at all.
What problems is the product solving and how is that benefiting you?
It provides a ticketing platform for our company that allows robust reporting. We have all features in one place, calls, chats, and emails. All of this has allowed our business to get ahead of problems with reporting or has allowed us to provide a quick fix before issues get out of hand.
Easy to use, wish there was more reporting
What do you like best about the product?
Ease of use and ability to link problem tickets. Its easy to integrate with dialpad and live take notes during calls.
What do you dislike about the product?
hard to filter and find specific tickets. Typically you have to search for keywords to find the ticket you're looking for, not filterable by time frame.
What problems is the product solving and how is that benefiting you?
quickly connecting calls to tickets, it was hard for us in our old program to take live notes while on a call.
Recommendations to others considering the product:
I would recommend it for teams looking to grow, it makes it easier to take details notes.
My feedback
What do you like best about the product?
Lily was extremely helpfull with our chatbot project
What do you dislike about the product?
nothing really to dislike. everything seemed easy
What problems is the product solving and how is that benefiting you?
helping us wiht our busy customerservice
Recommendations to others considering the product:
easy to manage, easy to use.
Great Support Experience
What do you like best about the product?
Almost everything you want from a support chat app. Inline articles were the most useful.
What do you dislike about the product?
I was not able to paste an image from my clipboard
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helped me quickly and efficiently solve an issue I was having with Zendesk and let me get on with my day.
Knowledege base questions answered
What do you like best about the product?
Ram was super easy to talk to and well versed in the subject matter
What do you dislike about the product?
I had to go thru the chatbot function again on a separate question. Why ask, ' is there anything else I can help you with' when you are going to redirect me?
What problems is the product solving and how is that benefiting you?
Knowledge base acesss.
Recommendations to others considering the product:
It could be more user friendly in terms of setting up triggers and autoresponses.
Very Customizable. Support is extremely fast at responding and getting a solution is fast as well.
What do you like best about the product?
The talk feature adds the ability for the agents to take calls and make tickets from calls.
What do you dislike about the product?
the ability to rotate schedules within talk for our on-call rotation is not there, so we had to think of a workaround to get it done.
What problems is the product solving and how is that benefiting you?
Calls not coming through and adding emails to support incidents. They were quick to address the issue and followed up even after the incident was fixed.
The ZD team is outstanding and provides terrific support. We love ZD to support our customers.
What do you like best about the product?
Quickly and easily communicate with my customers about issues that are important to them. Customize and configure to make it represent our branding and message.
What do you dislike about the product?
The out of the box dashboards are not very helpful. UI could use a facelift.
What problems is the product solving and how is that benefiting you?
Communicating effectively with my customers.
Solid platform, used them for years
What do you like best about the product?
- Zendesk has integrations pretty much everywhere that you need them.
- Also has everything any platform would need, unless you have very niche, specific needs.
- Also has everything any platform would need, unless you have very niche, specific needs.
What do you dislike about the product?
- They're still a bit archaic in some features. Like sentiment identification.
- Their chat bot is also worthless. You have to go to a 3rd party to get a decent chat bot.
- Their chat bot is also worthless. You have to go to a 3rd party to get a decent chat bot.
What problems is the product solving and how is that benefiting you?
We use it for your standard setup. We have inbound support requests, with multiple teams working to resolve them.
SUUR-SEUDUN OSUUSKAUPPA / OSSi BoT
What do you like best about the product?
- Good project management
- Flexible support
- Flexible support
What do you dislike about the product?
- The product is good
- Not reprehensible
- Not reprehensible
What problems is the product solving and how is that benefiting you?
We integrate BoT into our ticket system. Speed up problem resolution.
Recommendations to others considering the product:
Easy product, and easy to learn to use
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