Zendesk Suite
ZendeskExternal reviews
6,486 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk Help Center
What do you like best about the product?
The seamslessness of the system. Which allows you to grow with it.
What do you dislike about the product?
I have yet to find all features. Not always user friendly...
What problems is the product solving and how is that benefiting you?
Simpler answers. Bullet points instead of miles of text.
Appreciate the online support!
What do you like best about the product?
After the conversion to new UI; am now used to it and like it! I like that you can add notes to both Private and Public screens at the same time and the order makes sense (similar to texting on your phone)
I still like that you can get online access via articles and online chat feature. Works very well for me most of the time.
Would be nice to have more support when not getting explanation clearly (but this does rarely occur in my experience)
I still like that you can get online access via articles and online chat feature. Works very well for me most of the time.
Would be nice to have more support when not getting explanation clearly (but this does rarely occur in my experience)
What do you dislike about the product?
Once you have a lot of rules/triggers it's a bit of a web to figure things out and where fixes are needed.
Would be awesome to have a map diagram to show dependencies and priorities on when triggers are executed!
Would be awesome to have a map diagram to show dependencies and priorities on when triggers are executed!
What problems is the product solving and how is that benefiting you?
Used for case/ticket management and reporting.
Able to track status and respond easily
Search feature works pretty well to find reference in old tickets.
Able to track status and respond easily
Search feature works pretty well to find reference in old tickets.
Many customization options for all kinds of teams and needs
What do you like best about the product?
Zendesk has so many useful features to take advantage of to set any support team up for success. There can be a bit of a learning curve, but once you know how to take advantage of ticket forms, triggers, views, SLAs, user groups, and macros, you can really equip your agents to be efficient and confident when moving through a ticket queue. I also love the light agent feature, especially when paired with the ability to create and schedule insights dashboards. Keeping stakeholders outside of Support in the loop about specific things going on with our customers in an automated way is very valuable.
What do you dislike about the product?
Some feature requests have been asked about for many years that don't seem like a priority for Zendesk to develop. I can of course be sympathetic to this as my team is handling similar feature requests at my company - we wish we could get to them all! Some of the Zendesk ones seem like table stakes features to me and I hope they'll be able to get some love in the future (ex: rich text editing in dynamic content or removing agent signatures when sending text messages). It's tough seeing the community posts about these features that can be more than five years old at times.
What problems is the product solving and how is that benefiting you?
- We have ticket views set up so that our international teams can pick up tickets that they are best suited to handle, but also hop into other ticket queues for other countries when they have bandwidth. This allows us to best serve regional customers while also being most efficient as a team.
- We have many custom triggers running because of selections made in our ticket form that give specific auto-responses, collect specific information, and route the ticket to the appropriate view. This really helps us be set up to answer the ticket efficiently, as we have all of the information upfront to solve it in fewer touches, and it was sent to the right agent to handle it. Zendesk has great tools to create the perfect ticket form, it's powerful once you get it dialed in exactly as you want it to be.
- We have many custom triggers running because of selections made in our ticket form that give specific auto-responses, collect specific information, and route the ticket to the appropriate view. This really helps us be set up to answer the ticket efficiently, as we have all of the information upfront to solve it in fewer touches, and it was sent to the right agent to handle it. Zendesk has great tools to create the perfect ticket form, it's powerful once you get it dialed in exactly as you want it to be.
Fit for purpose, Intuitive with flexible rules and automations to tailor to business needs
What do you like best about the product?
Plenty of user-defined fields and customisations together with automation and triggers that used creatively can achieve a lot of efficiencies.
What do you dislike about the product?
Pricey at the enterprise tier which has features most mid-sized support operations would want to use. Restrictions changing historical categorisations is problematic for those changing business processes or wishing to maintain a clean reporting
What problems is the product solving and how is that benefiting you?
It provides a reliable platform for our multi-region support operation, catering to the variety of channels customers wish to use to engage with a support team.
Recommendations to others considering the product:
Understand how you wish to conduct your support operation in detail and apply the toolsets within the platform to meet your requirements.
Yapstone Zendesk Engineer
What do you like best about the product?
Verisitility and flexibity. It can be used for so many different CRM type things.
What do you dislike about the product?
Not enough video tutorials. While there is plenty of resources, I prefer to see it done. If I need to fix my car, I go to Youtube. If I need to know about plumbing, I go to Youtube. Wish I could find more resources on Youtube for it
What problems is the product solving and how is that benefiting you?
Processing customer data for our business
Exceptional support and great features
What do you like best about the product?
Zendesk Support Suite has many tools to creat a great experience for your customer and it integrates everything in one platform. That's time saving and practical.
What do you dislike about the product?
At the beginning Zendesk Support Suite seemed a little bit hard to handle because of many set-ups that should be made, but after a while it was very suggestive.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us with the customers interactions, we have everything in one place. Also, it's a big plus that we can monitor the fluctuations on our customers requests.
Automation and easy reporting
What do you like best about the product?
Help Centre, Reporting, Customisation....
What do you dislike about the product?
Some of explore is tricky to understand.
What problems is the product solving and how is that benefiting you?
Client education has become easier, Reporting is clearer once filtered correctly
Great Experience overall
What do you like best about the product?
Easy to use very configurable works well with the team to collab
What do you dislike about the product?
settings are not the easiest to find being split between the individual sections and the main admin settings
What problems is the product solving and how is that benefiting you?
Keeping consistent tickets and reporting
Ticket for creating required fields in forms
What do you like best about the product?
Customer service was engaged and put in an effort to create a workaround for the issue
What do you dislike about the product?
Nothing really, the rep did a good job. The process was straightforward and the response time was acceptable
What problems is the product solving and how is that benefiting you?
The problem was there is no easy way to create the requirements to submit to agents. For example, for me to create a ZD org for my end users I need agents to provide me with information to complete the task. There is no easy fix for this and the rep had to provide a workaround. When I asked for this feature to be added I was told I can voice that request on the ZD forums. That doesn't seem realistic to ask of me. Voicing my request on a message community is not a good solution for Enterprise level service.
Does what it should do
What do you like best about the product?
Easy and simple to use and very reliable
What do you dislike about the product?
missing customisation options in some cases
What problems is the product solving and how is that benefiting you?
We are working in Online Casino Business, therefore its easy to hanle a large amount of inquiries fast and easy.
showing 1,111 - 1,120