Zendesk Suite
ZendeskExternal reviews
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Zendesk Support Suite - a proper choise for your ticketing experience!
What do you like best about the product?
I really enjoy the interface of the platform, it is easy to use from admin to agent and the functionality is always live while the platform is on the cloud. The customer experience is also top-notch with the ticketing portal and options for the most relevant communication channels of messaging included. There are a lot of apps that enable usage of more complex use cases for the platform.
What do you dislike about the product?
At times the promised features can take some time to be presented. Customer support is good, but make sure you also have some IT recourses if you require a more complex set up involving connection to personal systems using API.
What problems is the product solving and how is that benefiting you?
We are using the tool to assist customers, implement bot solutions, and enhance agent efficiency using automation. The pre-built logic of the system makes it easy to use and set up for operations, having the option to set up your own reporting helps a lot. The API connection options are truly helpful with more complex integrations.
Support Request for bug fix
What do you like best about the product?
The open level of communication, the ability to see who is working on your case and follow the progress as both a user and agent. The open App marketplace allows for seamless integration of many services.
What do you dislike about the product?
The complexity of the product can make onboarding new users time intensive. Limitations on how agent permissions are set can also cause issues regarding how much access is given to basic support users and higher-tiered support agents.
What problems is the product solving and how is that benefiting you?
Our business solves its support needs for both internal and external support requests by allowing multiple groups all access to the same software regardless of their usage levels: internal infrastructure requests, new hire paperwork, and general user support all live under the same umbrella but are setup for their own specific needs and use cases.
High recommended tool
What do you like best about the product?
Simple to use and setup, stabile environment (I do not recall servers down), prompt customer service.
What do you dislike about the product?
Nothing to underline here. I would just recommend more self-service materials.
What problems is the product solving and how is that benefiting you?
Easy to connect customers to customer support team. Easy learning curve for internal usage.
I like the product and although there is always room for improvement I would 100% recommend it.
What do you like best about the product?
The integration between the different products inside Zendesk Suite allows our agent to seamlessly support our clients through multiple channels
What do you dislike about the product?
Honestly, I cannot think of a particular thing that I dislike, but maybe I would love it if you offer more options when it comes to voicemail messages, so we won't have to go to voiceover actors and pay additional for voicemail recordings.
What problems is the product solving and how is that benefiting you?
It significantly reduced the time for which we serve our customers and we are constantly finding options to reduce it even more with macros, triggers and automations.
Recommendations to others considering the product:
Use it! It will save time and will make your customer service better.
Simple yet comprehensive CRM, good support.
What do you like best about the product?
I like the ticket tabs and how it saves my half-finished work.
What do you dislike about the product?
Limitations in the configuration such as certain column info not possible.
What problems is the product solving and how is that benefiting you?
Comprehensive support - Great for a variety of tickets
Great Software
What do you like best about the product?
It is easy to learn as well as teachable to others this helps us as a team to be more efficient in work as with the aid of Zendesk
What do you dislike about the product?
That it has some limitation and not as must personalization to features that allow people to able to view in a way they fill most best in
What problems is the product solving and how is that benefiting you?
Ticketing systems and software intergrations
Zendesk is a great tool for customer service!
What do you like best about the product?
It does all that you would need for a customer service platform to do and makes it simple! I enjoy the way the platform is designed and how easy it is to navigate through the platform and tickets
What do you dislike about the product?
I wish you can turn on a setting where you can get an email notification when you are assigned a ticket. For some people who use it less frequently and don't have to check it every day tickets can become forgotten about and have a longer response time.
What problems is the product solving and how is that benefiting you?
I love that it is so easy to search through tickets. I can search keywords or names and find answers to questions from previous tickets that someone might not know the answer to.
Recommendations to others considering the product:
It really helps make customer service easier!
Zendesk makes difference
What do you like best about the product?
Most helpful thing is that it has all things in one place. The ticketing system is the most appreciated. Jira and WeChat integration are one of the most important things for us.
What do you dislike about the product?
Maybe lack of explanation for some features. But overall, with a little bit of googling knowledge, you can find everything online. There should be a little bit better onboarding for new customers
What problems is the product solving and how is that benefiting you?
We are solving problems of communication both internally and externally in our company. That makes everyone more productive. Business performance improves a lot. Which is really important for growth.
ZD ticks all the relevant boxes when it comes to support
What do you like best about the product?
The objects and rules, lots of room for creativity and out of the box thinking
What do you dislike about the product?
The limitation for 'Light Agents', sometimes this really hurts
What problems is the product solving and how is that benefiting you?
We are solving a crucial aspect of customer escalations and building great flows to connect between our CS teams internally
Zendesk Chat Support
What do you like best about the product?
The wait time wasn't too long. The chat started with a bot that gave me an option to escalate to a live chat technician.
What do you dislike about the product?
The wait time did take longer than the displayed estimated wait time, but it wasn't by much.
What problems is the product solving and how is that benefiting you?
I use Zendesk Support Suite to learn new ways of saving time by knowing how to use Zendesk efficiently.
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