Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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It is much user freindly
What do you like best about the product?
Automatic ticket creation via email. We can mark ticket as pending,open,closed.
we can run reports based on status
we can run reports based on status
What do you dislike about the product?
We cant starred the important ticket . better if we can segregate by priority.
What problems is the product solving and how is that benefiting you?
We are replying and managing customer support .Good for communication.
A fast, reliable and clear tool
What do you like best about the product?
The number of options to automatise work is impressive. This helps limit to the likelihood of a human error. Additionally, the variety of options offers various approach towards individual work.
What do you dislike about the product?
When contating ZD support. The character number restriction in the box to describe the issue is quite low. It's not enough to describe the entire issue in detail.
What problems is the product solving and how is that benefiting you?
Usually, I contact ZD staff regarding minor issues, however, some of them could be tricky. On each occasion, they provided me with satisfying support and answers.
Recommendations to others considering the product:
It's a powerful tool with multiple functions that make work much easier and enjoyable.
Powerful Tool
What do you like best about the product?
It's a very powerful tool and integrates with a lot of popular apps which is really nice. I like that they offer chat/email/talk all in one platform. Reporting seems to be pretty robust/extensive.
What do you dislike about the product?
Not plug & play friendly - There are a lot of "triggers" or rules/workflows that need to be created for certain features to work. Additionally, while the support team is somewhat helpful they default to sending help articles rather than attempting to troubleshoot/walk you through an issue. We've had issues with our emails going to customers' spam folders which Zendesk wasn't very helpful in solving.
What problems is the product solving and how is that benefiting you?
We're solving customer support issues and reporting on the reasons a customer reaches out to support.
Recommendations to others considering the product:
Know what your business needs are. Zendesk is a very powerful tool that can be complex.
Support Review
What do you like best about the product?
I like the flexibility of creating a ticket, the chat agent is great, and will open an email ticket if needed. I can also talk to an agent directly. response times are great
What do you dislike about the product?
can't think of anything, great product and support
What problems is the product solving and how is that benefiting you?
initial setup and routing questions
Zendesk works great, it's customizable and integrates with my inventory and remote control software.
What do you like best about the product?
I like that we are able to create tickets, search our knowledge base, start remote control and have our inventory all connected. Everything works great.
What do you dislike about the product?
I would like some areas to be more customizable. But they are small things really and have nothing to do with functionality.
What problems is the product solving and how is that benefiting you?
Ticketing, ticket tracking, reporting. It is easy to see when our high volume times are. With the integration with our inventory system we are able to tag items right in the ticket and it updates the inventory system.
Recommendations to others considering the product:
I used Zendesk years ago, in a previous position. I wanted to get it back ever since.
The experience was pleasant and it's easy to customize
What do you like best about the product?
I like how customizable you can make the dashboards.
What do you dislike about the product?
It was a bit difficult trying to find the help chat.
What problems is the product solving and how is that benefiting you?
I needed dashboards to reflect KPIs per agent monthly. I realize how customizable the queries can be.
Good customer care!
What do you like best about the product?
The kindness. Zendesk operators are always very kind and helpful.
What do you dislike about the product?
Nothing, the follow up was very efficient and hussle free.
What problems is the product solving and how is that benefiting you?
I could not change the telephone numbers into an Italian number, so they offered me a UK number, that is perfect for us.
Zendesk has been amazing for my team our workflows are very smooth.
What do you like best about the product?
I really like the explore option, this helps us by collecting data and helps us build our KPI metrics
What do you dislike about the product?
Help Center Articles, I feel that they can be more interactive
What problems is the product solving and how is that benefiting you?
Building data dashboards, with the explore option we can create dashboards from all of our Zendesk Tools
Recommendations to others considering the product:
You should definitely use the Zendesk Explore Option
Looks Simple -- Feels Premium!!
What do you like best about the product?
Zendesk has been one of my top preferences in Customer Support SaaS products. I have worked on implementing many other tools Freshdesk, Zoho, HubSpot, and many more but I always recommend Zendesk because of the feature set and stability of the tool.
It is a very easy and efficient tool which makes it a product for everyone geek or not.
It is a very easy and efficient tool which makes it a product for everyone geek or not.
What do you dislike about the product?
I dislike the fact that Zendesk pushes improvements at a very slower pace than its competitors which makes the buyer think twice before going for Zendesk considering the pricey license cost. There are other SaaS products that provide more features for half the price of Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves our key problem of Omnichannel management. It is easy to manage multiple channels from a single interface and Agent workspace is one of our favourites.
Recommendations to others considering the product:
Please set up Zendesk well before you start using it. The right configuration is the key.
Good support
What do you like best about the product?
Support people are always happy to help. They send correct articles right away.
What do you dislike about the product?
Sometimes we have to wait for days for the solution to be found. It is understandable as it is a technical product.
What problems is the product solving and how is that benefiting you?
Issues related to tickets.
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