Zendesk Suite
ZendeskExternal reviews
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Quick replies
What do you like best about the product?
The agent was fast to answer me and the problem was solved
What do you dislike about the product?
Nothing in particular, i received an email as expected
What problems is the product solving and how is that benefiting you?
Trying to have smart tickets and conversation for IT support
Fast response
What do you like best about the product?
I like the quick responses from your agents
What do you dislike about the product?
As I am new to the product I have not had any major issues or dislikes. The problem I had was user based.
What problems is the product solving and how is that benefiting you?
We use the product to receive customer inquiries. The biggest benefit has been the immediate help provided.
Powerful support platform
What do you like best about the product?
The system has lots of powerful tools and great add-ins available. Wonderful use of omnichannel connections and depending on the suite level lots of customer reporting options
What do you dislike about the product?
The software can be complicated, initial setup and support provided much less direct support than we thought we would get. For an omnichannel support software, it seems odd they they really only offer chat support, no live phone support
What problems is the product solving and how is that benefiting you?
We have visibility to all channel tickets in one spot, able to quickly scale up and down as needed. We also have lots of built in reports to help us improve along with the many custom reports and queries we have built.
Very thorough support
What do you like best about the product?
The agents always offer a variety of different options to my enquiries
What do you dislike about the product?
I am yet to find an issue with the support
What problems is the product solving and how is that benefiting you?
Mainly CSAT support and ticketing issues as well as Live Chat support
Recommendations to others considering the product:
Zendesk is a really effective platform for monitoring customer service performance
Zendesk Review
What do you like best about the product?
I like the ease of getting help when needed from a Zendesk agent. Also the easy of all-in-one ticketing system is easy to learn and handle. Zendesk seems to be more user friendly than previous ticketing systems I've used.
What do you dislike about the product?
The help center isn't always as clear and concise as I wish it would be. Also, I wish they have tutorial videos to see how to do something instead of just reading.
What problems is the product solving and how is that benefiting you?
Metrics are great. It helps us figure out what our customers are having trouble with and helping us to get a clear picture of what we need to change or update to help them.
Overall the experience is great. So far Zendesk is one of the best tools I have used for support
What do you like best about the product?
Zendesk is a pretty easy tool to use from agents' and customers' perspectives. Reporting tool "Explore" is a great thing to build reports and customized data in the required way.
What do you dislike about the product?
There are a few things that can be improved.
1st - Transferring articles between different brands is a tool your multibranding customers would really need. It is not convenient to copy-paste, especially when you have hundreds of articles
2nd - Sometimes UI is not ok. Some sections are overlapping each other
1st - Transferring articles between different brands is a tool your multibranding customers would really need. It is not convenient to copy-paste, especially when you have hundreds of articles
2nd - Sometimes UI is not ok. Some sections are overlapping each other
What problems is the product solving and how is that benefiting you?
We are solving the main problems - way to contact the company with the ticket and get the assistance, creating helpfully content for the users tracking statistics and creating custom reports for their own needs. The main benefit is the ability to customize tools for your needs and make the required setting to improve the efficiency.
Solid Support
What do you like best about the product?
We use Zendesk as our ticketing system and I've always found it really easy to use and it definitely helps us get faster resolution for our clients.
What do you dislike about the product?
With such a large suite it can sometimes be difficult to find the right portal but their support site is rather robust so it's not really a problem.
What problems is the product solving and how is that benefiting you?
Anything from access issues to specific user side bugs flow through our Zendesk Support instance. It's a great way to keep everything organized and effectively support our users.
Good product, easy and practic
What do you like best about the product?
how easy and simple it is to communicate with the support, leave the information and so that it can be attended to, the staff is usually friendly and cordial and give correct answers
What do you dislike about the product?
the long waiting times, that the ticket is received by the agents, are usually much greater than the problems that the suit can present, and it affects my response to customers
What problems is the product solving and how is that benefiting you?
doubts about configurations and work functions, they have been fast and accurate, the team is very effective but the attention is very late and I have no answers at the time of the inconveniences
Recommendations to others considering the product:
yes
Never miss a possible client
What do you like best about the product?
- Detailed tickets are made both automatically and by my clients engagement.
- Various statuses for ticket follow up
- Easy to assign tickets to other team members.
- Various statuses for ticket follow up
- Easy to assign tickets to other team members.
What do you dislike about the product?
- The export functionality could be improved greatly to manipulate data to the user's liking.
- The Monitor seems like a great dashboard to have but you have to pay extra for it.
- The Monitor seems like a great dashboard to have but you have to pay extra for it.
What problems is the product solving and how is that benefiting you?
- Customer service follow-up is always on point and easy to use.
- Having the ability to organize tickets by tags is an easy way to keep every business opportunity.
- Having the ability to organize tickets by tags is an easy way to keep every business opportunity.
Easy to use even for unexperienced agents.
What do you like best about the product?
Macros - this is killer feature (however quite common)
Also I like the option to respond to support tickets using email.
Also I like the option to respond to support tickets using email.
What do you dislike about the product?
The way how solved/pending tickets are handled - i wish i could see all old messages easily
i don't like the way to create a new macro - it should be available directly from message.
i don't like the way to create a new macro - it should be available directly from message.
What problems is the product solving and how is that benefiting you?
There was no better way to handle support requests for us. I had no experience as a support agent, for now using email to respond is the most convenient way to me.
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