Zendesk Suite
ZendeskExternal reviews
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Easy support
What do you like best about the product?
Quick fixes and supporting articles if need be.
What do you dislike about the product?
Sometimes the articles can be overwhelming
What problems is the product solving and how is that benefiting you?
triggers and channel issues.
Zendesk Support
What do you like best about the product?
Zendesk Support is easy to use and has many useful tools that help to make out IT staff more efficient.
What do you dislike about the product?
I don't dislike anything about the product.
What problems is the product solving and how is that benefiting you?
Zendesk allows our staffto respond quickly and make sure the correct resource is assigned to the ticket.
It's very easy to use. There are a lot of functionnalities and many things possible.
What do you like best about the product?
I like to do many views and filters my tickets.
What do you dislike about the product?
The client can't put images by copy/paste in the chat.
What problems is the product solving and how is that benefiting you?
I resolved more quickly my client issues and I can have a real follow-up.
I gain some time on my response and efficiency.
I gain some time on my response and efficiency.
A must for a growing business
What do you like best about the product?
Zendesk is like a one-stop solution for business needs. If you're trying to simplify complicated processes like communication or customer service, data bank and so much more, Zendesk is for you.
What do you dislike about the product?
There is not so much to dislike but the initial setup could be easier. If you use multiple services and have a large team it may cost you a significant amount yearly.
What problems is the product solving and how is that benefiting you?
We are trying to make our customer service and support department work more efficiently. With the help of Zendesk, we're able to set up processes and timelines. Iron out the issues where we were unable to track customer satisfaction and provide a better service.
Depth of functionality
What do you like best about the product?
There are so many things that Zendesk Support can do - we are just barely scratching the surface of it, and love what we've seen so far. Zendesk's support is also very responsive.
What do you dislike about the product?
Rarely, I've run into a wall with a feature that I think should do one thing, but it doesn't or can't. When this has happened, the support team has been responsive to my requests.
What problems is the product solving and how is that benefiting you?
We can more effectively assign, communicate, and solve support issues with Zendesk Support. Most recently, the Knowledge Capture app has been super helpful. We've also begun using Zendesk Support as a task manager, and we're doing so effectively.
Recommendations to others considering the product:
I highly recommend paying extra to have Zendesk help you set up your instance and get direct one-on-one training specific to your company. There are so many ways in which Zendesk Support can be used, and you want to be sure that you're setting things up right for success from the beginning.
Zendesk Support Suite - Great tool for managing tickets & reporting
What do you like best about the product?
There are lots of things that are great about Zedesk, the listed below are few of them:
Managing tickets with each group is very easy with Zendesk,
You can get individual views & their status assigned to different teams,
inter-team communications for faster closures on cases,
Reporting the data is a very complex task & time-consuming activity, however, with Zendesk, you can get all your reportings in one place with a single click,
Creating custom macros for the help of associates helps in saving a lot of time
You can create different triggers & set automation
Knowledge base to help associates while working on questions raised by customers
You can integrate multiple support channels & track the SLA's
Custom fields & tag to track the data
Easy integrations with external software, in-store apps to make the experience better.
Great support whenever you need help from Zendesk team
Managing tickets with each group is very easy with Zendesk,
You can get individual views & their status assigned to different teams,
inter-team communications for faster closures on cases,
Reporting the data is a very complex task & time-consuming activity, however, with Zendesk, you can get all your reportings in one place with a single click,
Creating custom macros for the help of associates helps in saving a lot of time
You can create different triggers & set automation
Knowledge base to help associates while working on questions raised by customers
You can integrate multiple support channels & track the SLA's
Custom fields & tag to track the data
Easy integrations with external software, in-store apps to make the experience better.
Great support whenever you need help from Zendesk team
What do you dislike about the product?
Certain features are only available with the professional suit, for which there is an additional costing & paid apps
What problems is the product solving and how is that benefiting you?
Zendesk helping in support ticketing where you can manage multiple email channels at one place, Live chat support, and chatbot to help the users. Knowledge base for the help of associates.
Recommendations to others considering the product:
If you are looking for a tool that helps you manage tickets, track SLA's, and easy reporting then you can surely consider Zendesk for this. It gives you all that at once place is is very easy to understand & use.
Very capable ticketing platform
What do you like best about the product?
We find that the features available in Zendesk fit our needs very well. Not too much and everything is covered. Support is usually very good: responsive and qualified.
Administering Zendesk is also pretty easy, we haven't had any issues setting up channels, permissions etc.
There are nice third-party apps available on the store, many are free. We've expanded the functionality of Zendesk quite a bit for no additional cost.
Administering Zendesk is also pretty easy, we haven't had any issues setting up channels, permissions etc.
There are nice third-party apps available on the store, many are free. We've expanded the functionality of Zendesk quite a bit for no additional cost.
What do you dislike about the product?
Triggers and automations are often too restricting. We find that some features are arbitrarily not available, and because there are no if-then-else workflows, our triggers have become clunky and difficult to organize.
The price goes up a lot if you require more features.
The price goes up a lot if you require more features.
What problems is the product solving and how is that benefiting you?
We are providing IT services to many companies, and Zendesk allowed us to organize their requests and efficiently divide work between team members.
Recommendations to others considering the product:
See what features you need and carefully select the pricing tier. Two months after starting with Zendesk we discovered that we need to go two tiers above what we planned.
Review
What do you like best about the product?
easy to use and convenient. But it would be nice if the personal views do not have a limit
What do you dislike about the product?
limited personal views. The max is currently 8 personal views (I know you can select the option "more", but I'm referring to the main page) and it would be great if there's no limit, or maybe an option to hide the admin views.
What problems is the product solving and how is that benefiting you?
tickets, chats, and calls. Very easy to use
Recommendations to others considering the product:
don't really have any or can't think of any
Very easy to use and does what it should
What do you like best about the product?
Zendesk's support is just amazing!
Zendesk's tutorials are also very well written.
I was able to use the instructions very well and understand everything very quickly.
Also the Dashobard is very user friendly.
Zendesk's tutorials are also very well written.
I was able to use the instructions very well and understand everything very quickly.
Also the Dashobard is very user friendly.
What do you dislike about the product?
No iframe integration for the Help Center.
Not so many formatting options for the E-Mail signature.
Not so many formatting options for the E-Mail signature.
What problems is the product solving and how is that benefiting you?
Productivity in our customer service. In addition, everything is now managed and processed centrally.
Recommendations to others considering the product:
I can really recommend this product to all who want to increase their productivity in the company. We used to handle our customer requests via Outlook. After some time, the volume of requests was just too big to continue processing them in Outlook. We really evaluated different ticketing systems. For us, Zendesk was the clear winner.
I, as the IT employee who implemented Zendesk in our company, am very satisfied with Zendesk Support Suite. The implementation was really easy.
Our customer service staff is also very happy with this product.
The highlight for me personally is the great support from Zendesk as well as the instructions / articles which are offered in different languages. The articles are also always updated.
I, as the IT employee who implemented Zendesk in our company, am very satisfied with Zendesk Support Suite. The implementation was really easy.
Our customer service staff is also very happy with this product.
The highlight for me personally is the great support from Zendesk as well as the instructions / articles which are offered in different languages. The articles are also always updated.
Overall it was pretty good since the product is so feature/function rich
What do you like best about the product?
Zendesk Explore. Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports.
What do you dislike about the product?
Prices are not favorable for small businesses
What problems is the product solving and how is that benefiting you?
We can't send attachments in tickets through the Messenger channel
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