Zendesk Suite
ZendeskExternal reviews
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Amazing Support Suite
What do you like best about the product?
The ability to have numerous groups and channels to manages your support team
What do you dislike about the product?
The interface can feel a bit laggy sometimes
What problems is the product solving and how is that benefiting you?
Handling customer support emails has never been so easy
Recommendations to others considering the product:
Even though the learning curve to use this support suite can be a bit steep depending on the features you enable for your organization, it is a great solution for managing and enabling your support team workflow.
Flexible support ticket system
What do you like best about the product?
Helpful support team and good knowledge base, easy and intuitive for our team to use it
What do you dislike about the product?
Some features are missing that feel like they should be basic inclusions such as the ability for a manager to change an agent's availability on live chat on their behalf. Due to the size of zendesk they are slow to react to this kind of popular feature requests. There is a learning curve to using Explore and certain things cannot be reported on, e.g macro usage.
What problems is the product solving and how is that benefiting you?
Comprehensive customer support platform
Great functionality for team use
What do you like best about the product?
I love the internal note feature. Super easy to tag in a colleague on a related request. The macro responses are also very helpful to have. We use explore reporting pro, which is great. We haven't tapped into it too much but we've been able to track and pull a few interesting data points through it. The groups feature is also great - we can have certain client requests get routed to specific people or groups of people. Wish we had the entire enterprise pro, but not on our roadmap right now.
What do you dislike about the product?
I would like to see my on-hold tickets in the standard view. I have had to add a custom view for on-hold tickets.
What problems is the product solving and how is that benefiting you?
Zendesk helps us easily manage our customer support and internal support requests. It's great for reporting purposes if you're diligent about tagging.
Great Support!
What do you like best about the product?
Quick Response and availability of various channels of communication
What do you dislike about the product?
I had to create an account to leave a review
What problems is the product solving and how is that benefiting you?
Great Customer Satisfaction
Quick response times for customers
Higher efficiency for agents
Quick response times for customers
Higher efficiency for agents
Excellent tool for support, but:
What do you like best about the product?
Zendesk has a very friendly user interface, nice shortcuts to ease the job of the agent and a lot of report options on the explore section to help users analyze the performance of the team.
What do you dislike about the product?
As zendesk agent, the email filter options are qite limited (for example you can't filter emails by subject WHY!!!!) Also it should be a little more flexible regarding bulk update selection, if you are not going to let me filter tickets by subjetc, at least allow me to search and select more than 100 tikets at a time to perform bulk actions.
What problems is the product solving and how is that benefiting you?
We've been using zendesk for more tha four years and I can say its was a before/after compare to the ticket management that we did via email. We can group and systematize issues, divide by states and analyze team performance in one tool.
Good product, checks almost all the boxes
What do you like best about the product?
The interface is easy to use and manage tickets across the team
What do you dislike about the product?
Some shortcomings in the product relative to competitors products, such as not blocking certain tickets and not being able to host the FAQ as a subdomain.
What problems is the product solving and how is that benefiting you?
It solves all of our customer support issues (chat, talk, email, etc.)
Feedback for support suite
What do you like best about the product?
We are launching a new brand, so the multibrand option is really helpful here.
What do you dislike about the product?
It was really difficult to set up and I had several issues. But, the support I received helped me get everything figured out.
What problems is the product solving and how is that benefiting you?
Now that we have two brands, it's hard to keep track of all of the CS inquiries via email. It's really helpful to have the Shopify x Zendesk integration so we can quickly resolve all inquiries.
Zendesk does all the things I need it to do as an Admin user
What do you like best about the product?
Presentation of the ticket.
The flexibility of creating triggers and view specific to our needs.
The support team is also quite responsive and helpful.
The flexibility of creating triggers and view specific to our needs.
The support team is also quite responsive and helpful.
What do you dislike about the product?
Explore is very hards to use. It is not self-explanatory and is quite complex to create the reports that one needs.
What problems is the product solving and how is that benefiting you?
Ticket tracking, ticket routing
Reporting on performance
Reporting on performance
Zendesk is pretty good.
What do you like best about the product?
pretty easy to use and keeps track of tickets well. Lots of features.
What do you dislike about the product?
Cluttered user interface, difficult to use. Does not support much customization for our specific registration process.
What problems is the product solving and how is that benefiting you?
Keeping track of customer questions via email. We have reduced our response time and reduced confusion and churn.
Making the transition from Intercom to Zendesk
What do you like best about the product?
The ease of setting up a knowledge base and community for users to help each other
What do you dislike about the product?
Some hurdles when inviting fellow teammates to get started
What problems is the product solving and how is that benefiting you?
All-in-one customer portal for feedback, requests & bug support
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