Zendesk Suite
ZendeskExternal reviews
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Great tool for larger support teams
What do you like best about the product?
Simplicity in automation and triggers and the ability to scale my team
What do you dislike about the product?
lacking more advanced UI driven automation and trigger development
What problems is the product solving and how is that benefiting you?
Managing monitoring and support tickets for internal and customer facing interactions
Great Product
What do you like best about the product?
Zendesk Support Suite has a lot of great feaures. It's very configurable and easy to use.
What do you dislike about the product?
I wish the admin interface were more unified, not just per product.
What problems is the product solving and how is that benefiting you?
Great for keeping track of cases, SLAs, etc. Also, I like the skills-based routing and escalation options.
Zendesk is a good platform for managing tasks and tickets
What do you like best about the product?
I like the clear view of tickets and customisable views to suite our buiness
What do you dislike about the product?
I find that being unable to edit notes in tickets can make for messy ticket feeds & not being able to pin a note to the top can make it challenging to find a status of a ticket
What problems is the product solving and how is that benefiting you?
We use it as an IT MSP to resolve our customers issues with their pc's
Excellent Support
What do you like best about the product?
All queries are attended to and followed up emails and reminders to ensure customer satisfaction
What do you dislike about the product?
Some of the status queries are uncustomisable
What problems is the product solving and how is that benefiting you?
Having all client issues in one place and tracking history and time to resolve and agent responsible for each issue
A highly customisable system, with some great features out of the box.
What do you like best about the product?
Zendesk offers a load of great features to be able to manage customer tickets in huge volumes, It offers us the ability to be able to set up custom ticket routing based on any number of variables. ZD does release new updates all the time to improve the platform a which can be really useful.
I think the best way to describe Zendesk is, it's like an operating system, you can configure it to do nearly anything you want and when you can't there are countless third-party apps to help.
I think the best way to describe Zendesk is, it's like an operating system, you can configure it to do nearly anything you want and when you can't there are countless third-party apps to help.
What do you dislike about the product?
There are some features missing that could be really useful for our use cases, a few things that come to mind are improving the automation creation page, allowing for more than 12 views in the agents views page. Allowing for better grouping of triggers (subcategories). A way to visually see how tickets are being routed.
What problems is the product solving and how is that benefiting you?
It allows us to handle millions of customer tickets all in one platform, We've been able to set up custom routing and automatically solve customer tickets using Zendesk's API, along with App from the extensive marketplace.
It works but not very customisable
What do you like best about the product?
To set triggers and send appropriate emails
What do you dislike about the product?
It is not very easy to configurable when integrated with API
What problems is the product solving and how is that benefiting you?
Ability to set precustomised emails from Zendesk to our requestors and clients
We do not have to manage the execution of triggers or email templates. The set up is fast and easy to integrate
Language support is also good, however it is designed keeping Zendesk used as a front end and not as an API
We do not have to manage the execution of triggers or email templates. The set up is fast and easy to integrate
Language support is also good, however it is designed keeping Zendesk used as a front end and not as an API
Zendesk Staff is Awesome!
What do you like best about the product?
The UI is fairly user friendly, though you need to have some knowledge of how case management systems work, I feel like there may be many features I could be using, but haven't yet had the time to truly explore.
What do you dislike about the product?
When utilizing triggers and automations, I'm not sure I will ever be utilizing this to my potential just because the system is only as intuitive as the user who builds it.
What problems is the product solving and how is that benefiting you?
We were looking for a system that manages our cases with external vendors, monitors SLA committments from those vendors, and have a centralized knowledge center.
Recommendations to others considering the product:
Come prepared with exactly what your needs are for utilizing Zendesk (things you'd love to have automated, service levels, articles for knowledge center, etc).
Great tool for staying on top of customer service and managing process
What do you like best about the product?
Functionality of Macros and Triggers allows for simplifying business training and controlling processes.
What do you dislike about the product?
Limited functionality of SLAs managing for OLA type processes. I wish we could set SLAs based on internal notes as opposed to public replies, which would allow for greater functionality.
What problems is the product solving and how is that benefiting you?
Bringing everyones email inboxes into a joined tool. This allows for visibility to diagnose breaks in process, and also to share workload
Zendesk is a giant in the industry for a reason!
What do you like best about the product?
Zendesk has a clean functionality that makes it beyond easy to interact with their system interface. There is no guessing where your tickets are and who is working on them!
What do you dislike about the product?
I wish that the native Zendesk analytics system, Explore, was a little bit better. I remember the old analytics system and honestly, I liked it better than the current Explore. Running Queries is easy but the way those queries are viewed can be a bit annoying.
What problems is the product solving and how is that benefiting you?
There is nothing more centrally important than the customer. Zendesk has ALWAYS had great customer support themselves and has allowed me to interact with customers in a more meaningful way.
Clarity meets automation
What do you like best about the product?
The capability to view critical KPIs that help me access customer satisfaction and teammate bandwidth
What do you dislike about the product?
Some of the fields are very static and more often than not the solve for this is "create a trigger", instead of being able to manipulate dynamic fields without manually creating triggers/automations.
What problems is the product solving and how is that benefiting you?
I am able to see agent activity which allows me to monitor my team's bandwidth.
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